ERICKSON TAN
Sr.Helpdesk Technician
Quezon City, Metro Manila
Overview
17
17
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Service Representative
Probe CX
02.2023 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Helpdesk Technician
Stefanini IT Solutions
1 2021 - 01.2023
- Delivered professional end-user support via telephone, email, and web platforms.
- Implemented restorative and maintenance procedures to resolve end-user issues promptly.
- Responded to end-user problems following established protocols and procedures.
- Managed advanced technical issues, including call escalations, requiring specialized knowledge.
- Ensured proper configuration of systems to maintain operational efficiency.
- Served as a resource for resolving complex end-user issues effectively.
- Tracked and documented incidents and calls, maintaining accurate database entries.
- Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
- Assessed user feedback to identify common trends in technical issues, ultimately driving continuous improvement efforts within the help desk team.
- Resolved complex technical problems for end users, ensuring minimal downtime and increased productivity.
- Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
- Served as an escalation point for complex technical issues, bringing swift resolution to critical incidents affecting business operations.
- Researched and identified solutions to technical problems.
- Acted as a subject matter expert for the team
Head Photographer & Video Editor
Kindred Productions
11.2013 - 1 2021
- Covers corporate events, weddings, debut
- Compose and edit short and full length videos via Adobe premiere pro.
- Delivered exceptional customer service throughout all stages of project execution, fostering long-lasting professional relationships.
- Spearheaded creative direction for photoshoots, resulting in unique visual narratives that aligned with client goals.
- Mentored junior photographers, improving their skills and overall team performance.
MAS Technical Service Lvl 2
ADP Global
08.2013 - 04.2014
- Handles US Company's Personal Employee portals, Reset Passwords
- Designs Company Web Pages, Monitor Time -in & Time outs, maintains employees time cards.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Developed customized technical solutions tailored to specific client needs, facilitating seamless integration into their existing systems.
- Designed internal dashboard for at-a-glance system and project status reporting.
Lenovo Premium Consultant Level 2
Sutherland Global
09.2012 - 03.2013
- Handled Hardware Dispatch/Basic Software Issues for Laptop & Desktop, Tablets
- Processed warranty upgrades and extensions
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- 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.
CSQ Technical Support Specialist
Dell
05.2010 - 08.2012
- Handled SME POC role, Technical Support / Customer Care / Sales Problems
- Assisted customers with their technical problems regarding laptops and desktops, processes sales of additional computer parts toners etc
- As part of the resolution
- And Subject Matter Expert's task
- Approved dispatches for parts needed to be replaced for the customers.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Dell- Tech XPS Support
Teletech
08.2007 - 11.2008
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Sprint - Sales Rep
Etelecare Global Solutions
03.2007 - 08.2008
- Assisted customers on their cell phone accounts
- Such as additional phone lines, inquiries or purchase of new cell phone unit.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Developed strong rapport with customers and created positive impression of business.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
Computer Systems Design and Programming -
AMA CLC LAGRO
Quezon City, Metro ManilaSkills
Training Junior Team Members
Software and Hardware Assistance
Hardware diagnostics
Computer Hardware knowledge
Hardware Diagnostics
O365
Employee Computer Support
Incident Management Process
Remote Support
Ticketing System
Incident Management
Hardware support
Certification
Certified Trainer Stefanini Group
Timeline
Customer Service Representative
Probe CX
02.2023 - 09.2023
Head Photographer & Video Editor
Kindred Productions
11.2013 - 1 2021
MAS Technical Service Lvl 2
ADP Global
08.2013 - 04.2014
Lenovo Premium Consultant Level 2
Sutherland Global
09.2012 - 03.2013
CSQ Technical Support Specialist
Dell
05.2010 - 08.2012
Dell- Tech XPS Support
Teletech
08.2007 - 11.2008
Sprint - Sales Rep
Etelecare Global Solutions
03.2007 - 08.2008
Senior Helpdesk Technician
Stefanini IT Solutions
1 2021 - 01.2023
Computer Systems Design and Programming -
AMA CLC LAGRO
Certified Trainer Stefanini Group
Certified PMO Business Analyst Stefanini group
Certified KCS Candidate Stefanini Group
Comptia A+ Certifications Stefanini group
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