EDMOND ANDREW BARELA
General Trias
Summary
Technical support professional with 10 years of experience resolving customer technical issues across telecommunications and technology environments. Skilled in troubleshooting, issue analysis, and case documentation. Manages escalations and maintains clear customer communication through phone support and community forums.
Overview
1
1
Language
13
13
years of professional experience
Work History
Technical Support
RingCentral
06.2024 - Current
- Diagnose and resolve complex technical issues for RingCentral clients, providing clear and effective solutions.
- Troubleshoot customer-reported problems to identify appropriate resolutions and improve the overall support experience.
- Deliver customer-focused technical assistance that contributes to customer satisfaction and retention.
- Assist customers with phone number porting and the provisioning of desk phones, fax machines, and paging devices.
- Assist customers with configuring call routing, IVR and call queue groups, shared lines, and AI Receptionist solutions.
Tech Support / Community Support
Foundever Inc.
01.2019 - 03.2024
- Investigated and resolved technical issues by diagnosing faults and researching fixes.
- Provided troubleshooting guidance through calls, chat, email, and community forums.
- Documented technical bugs and reported them for client review and follow-up.
Technical Support Agent
Alorica Philippines Inc.
01.2014 - 01.2019
- Managed business and consumer number portability transfers from other carriers to AT&T.
- Coordinated transfer procedures using carrier tools and verified customer details.
- Investigated transfer requirements and communicated steps to customers for accuracy.
- Processed POTS number transfers across multiple US regions using MS-DOS.
- Coordinated with technicians to keep job orders moving while awaiting confirmations.
Education
Bachelor of Science -
Lipa City Colleges
01.2008
Skills
- Technical support and customer service
- Troubleshooting and problem solving
- Issue analysis and resolution
- Case documentation and escalation
- Community forum assistance
- Telephone number porting
- Excel proficiency
- Complex technical troubleshooting
Language
English
Custom Section
edmundbarela@gmail.com
Websites, Portfolios and Profiles
- https://www.linkedin.com/in/edmond-andrew-barela-3b552118b
References
True
Timeline
Technical Support
RingCentral
06.2024 - Current
Tech Support / Community Support
Foundever Inc.
01.2019 - 03.2024
Technical Support Agent
Alorica Philippines Inc.
01.2014 - 01.2019
Bachelor of Science -
Lipa City Colleges