Summary
Overview
Work History
Education
Skills
Key Qualifications
Timeline
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Hardy John G. Reynoso

Hardy John G. Reynoso

Technical Support Representative/ Customer Service Representative
38k Evalle Drive Barangay Kaligayahan Zabarte

Summary

To contribute my knowledge of office procedures, strong organizational and communication skills, and interpersonal relations expertise in a dynamic work environment. I aim to bring my natural energy and enthusiasm for new technology to a company where I can grow and achieve excellence.

Overview

17
17
years of professional experience

Work History

Email Support / Back Office

Sutherland
05.2021 - 11.2024
  • Provide technical and customer support for streaming services via email

Customer Support Representative

Concentrix
06.2020 - 11.2020
  • Delivered technical support for HP Instant Ink customers, troubleshooting printer and account issues

Level 3 Chat Support / Level 3 Floor Support

Egs/Alorica — Verizon
07.2015 - 10.2017
  • Acted as a subject matter expert (SME) for Tier 1 and Tier 2 agents, providing guidance and troubleshooting support

Tier 1 Customer Sales Associate / Technical Support

Convergys
07.2014 - 03.2015
  • Provided technical support and troubleshooting for Comcast video services and billing inquiries

Tier 2 Technical Support / Tier 2 Upsell Associate

247 Inc. — Time Warner
06.2012 - 06.2014
  • Delivered high-level technical support for cable and internet issues

T1 Technical Support / SME / Tier 1 Supervisor

AT&T
12.2008 - 05.2012
  • Provided technical support for U-verse TV, internet, and phone service
  • Supervised Tier 1 staff, providing guidance and support to meet performance goals

Outbound Technical Support

VXi Global Solutions — Vonage
08.2007 - 12.2008
  • Provided outbound technical support to Vonage customers, troubleshooting voice-over-IP (VoIP) issues

Education

B.S. - Nursing

Our Lady of Fatima University

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Southville International School

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St. Cyr Academy

Skills

Customer Service Skills:

  • Excellent verbal and written communication
  • Active listening and empathy
  • Conflict resolution and de-escalation
  • Strong problem-solving abilities
  • Patience and adaptability in handling customer concerns
  • Effective multitasking in high-pressure environments
  • Customer relationship management (CRM) software proficiency
  • Time management and prioritization
  • Knowledge of company products and services
  • Upselling and cross-selling techniques

Technical Support Skills:

  • Troubleshooting hardware and software issues
  • Diagnosing and resolving network and connectivity problems
  • Remote desktop support (TeamViewer, AnyDesk, LogMeIn)
  • Knowledge of Windows, macOS, Linux, and mobile OS (iOS & Android)
  • Installing, configuring, and updating software

Key Qualifications

  • Proven ability to multi-task and perform under pressure to meet organizational objectives.
  • Highly proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and various computer software and hardware applications.
  • Specialist in internal and external hardware components, including troubleshooting DSL Broadband and networking issues (modem/router).
  • Strong problem-solving skills and an ability to quickly adapt to new environments and technologies.
  • Excellent team player and collaborator with a positive, proactive approach to tasks.
  • Fluent in both written and spoken English, with strong communication skills.
  • Quick learner with a keen interest in staying up-to-date with the latest technological advancements.

Timeline

Email Support / Back Office

Sutherland
05.2021 - 11.2024

Customer Support Representative

Concentrix
06.2020 - 11.2020

Level 3 Chat Support / Level 3 Floor Support

Egs/Alorica — Verizon
07.2015 - 10.2017

Tier 1 Customer Sales Associate / Technical Support

Convergys
07.2014 - 03.2015

Tier 2 Technical Support / Tier 2 Upsell Associate

247 Inc. — Time Warner
06.2012 - 06.2014

T1 Technical Support / SME / Tier 1 Supervisor

AT&T
12.2008 - 05.2012

Outbound Technical Support

VXi Global Solutions — Vonage
08.2007 - 12.2008

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Southville International School

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St. Cyr Academy

B.S. - Nursing

Our Lady of Fatima University
Hardy John G. Reynoso Technical Support Representative/ Customer Service Representative