DIONISIO ZACARIAS
Pasig City
Summary
Dynamic Technical Support Representative with extensive experience at TATA Consultancy Services, excelling in hardware diagnostics and customer service. Proven ability to resolve complex issues swiftly while educating users on best practices. Recognized for enhancing service support processes and delivering exceptional remote assistance, ensuring high customer satisfaction.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
TATA Consultancy Services
Taguig
06.2024 - Current
- Provided technical assistance for software and hardware issues to customers.
- Diagnosed problems using troubleshooting techniques and tools effectively.
- Collaborated with team members to resolve complex customer inquiries promptly.
- Documented customer interactions in the ticketing system accurately and efficiently.
- Educated users on product features and best practices through clear communication.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved escalated customer service issues in a timely manner.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Technical Support Representative
Sutherlands
12.2022 - 03.2024
- Provided technical assistance for software and hardware issues to customers.
- Diagnosed problems using troubleshooting techniques and tools effectively.
- Collaborated with team members to resolve complex customer inquiries promptly.
- Educated users on product features and best practices through clear communication.
- Managed customer expectations by setting clear timelines for issue resolution.
IT Support
Teknologika Pilipinas Inc.
Cubao
11.2020 - 01.2022
- Actively sought feedback from all levels of employees in order to improve customer service levels associated with IT support functions.
- Provided general IT support to staff members including troubleshooting technical issues.
- Assisted in the development and implementation of new processes related to IT support activities.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
Technical Support Representative
Antipolo
09.2015 - 11.2020
- Diagnosed problems using troubleshooting techniques and tools effectively.
- Collaborated with team members to resolve complex customer inquiries promptly.
- Documented customer interactions in the ticketing system accurately and efficiently.
- Educated users on product features and best practices through clear communication.
Technical Support Representative
Concentrix
Mandaluyong
- Coordinated with external vendors and service providers for website support and services.
- Provided technical support and training to clients on managing their WordPress websites.
- Provided support in creating content for websites and blogs related to the company's products or services.
- Provided support to other departments by researching and resolving issues as needed.
- Assisted customers with online orders, providing technical support and product information.
Education
Graduate in Computer Technician -
Ama Computer Learning School
Antipolo, Rizal04.2015
Graduate in Computer Programming -
Ama Computer Learning School
Antipolo, Rizal04.2012
Skills
- Hardware diagnostics
- Software Installation
- Customer Service
- Computer literacy
- Remote assistance
- Adaptable learning
- Microsoft outlook
- Attention to detail
- TCP/IP
- User guidance
- Service support
- Antivirus software
- Application installations
- User support
Training
NC II
Websites
Languages
English, Advanced
Timeline
Technical Support Representative
TATA Consultancy Services
06.2024 - Current
Technical Support Representative
Sutherlands
12.2022 - 03.2024
IT Support
Teknologika Pilipinas Inc.
11.2020 - 01.2022
Technical Support Representative
09.2015 - 11.2020
Technical Support Representative
Concentrix
Graduate in Computer Technician -
Ama Computer Learning School
Graduate in Computer Programming -
Ama Computer Learning School