Emmanuel Rusia
Quezon City, Metro Manila
Summary
As a dedicated Senior IT Tech Support professional, I bring extensive experience in providing high-quality technical assistance and building strong client relationships. My role has centered on acting as a key liaison between clients and the company, ensuring effective communication, timely resolutions, and client satisfaction. I excel in diagnosing complex issues, delivering tailored solutions, and enhancing the client experience through proactive support.
Beyond client engagement, I am passionate about knowledge sharing and mentorship. I have been privileged to train and guide Technical Support Associates, fostering skill development, team collaboration, and service excellence. This dual focus on client advocacy and team empowerment drives my commitment to optimizing technology solutions while building robust support networks.
I thrive in dynamic, client-centered environments where technology and service converge. Let's connect to discuss how my experience can contribute to your organization's IT support success and customer satisfaction!
Overview
14
14
years of professional experience
Work History
Senior IT Technical Support
Cybilltek Software Inc.
05.2022 - Current
- Streamlined IT processes for increased efficiency and reduced downtime.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
IT Technical Support Associate
Cybilltek Software Inc.
02.2021 - 05.2022
- Offered remote support for cloud-based and web-based clients via email and chat.
- Helped streamline repair processes and update procedures for support action consistency.
- Recorded and maintained relevant notes for each client and work order.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Configured hardware, devices, and software to set up work stations for employees.
Customer Service Representative
Remitly
06.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
IT Technical Support Associate
Cybilltek Software Inc.
03.2018 - 05.2020
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Helped streamline repair processes and update procedures for support action consistency.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Adapted quickly to changes in technology and support processes, ensuring seamless transitions for both clients and team members during updates or upgrades.
Technical Support Representative
Transcom Worldwide
01.2016 - 03.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Sales Associate
Grandtex Trading
01.2013 - 12.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
Sales Associate
Lindovaz Trading
08.2010 - 12.2012
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
Associate of Science - Computer Science
Asian Institute of Computer Studies - Fairview
Quezon City, Metro Manila, Philippines04-2010
High School Diploma -
Lagro High School
Greater Lagro Subdivision, Quezon City01-2008
Skills
- Remote desktop support
- Help desk support
- Technical documents comprehension
- Issue troubleshooting
- Proficient written and verbal communication
- User guidance
- Technical troubleshooting
Accomplishments
- Trained and led technical support teams of more than 2 Years support specialists.
- Technical Support Knowledge base: Designed to centralize and streamline organizational knowledge. This project involved structuring content for maximum accessibility, collaborating with cross-functional teams to ensure accurate documentation, and implementing best knowledge-sharing practices. By maintaining and continuously updating the knowledge base, I aimed to empower team members with easy access to critical resources, enhance collaboration, and improve overall operational efficiency
Timeline
Senior IT Technical Support
Cybilltek Software Inc.
05.2022 - Current
IT Technical Support Associate
Cybilltek Software Inc.
02.2021 - 05.2022
Customer Service Representative
Remitly
06.2020 - 01.2021
IT Technical Support Associate
Cybilltek Software Inc.
03.2018 - 05.2020
Technical Support Representative
Transcom Worldwide
01.2016 - 03.2018
Sales Associate
Grandtex Trading
01.2013 - 12.2015
Sales Associate
Lindovaz Trading
08.2010 - 12.2012
Associate of Science - Computer Science
Asian Institute of Computer Studies - Fairview
High School Diploma -
Lagro High School
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