Henry John Aguisanda

Broadband Faults Advisor | Customer Delivery Coordinator

• Progressed from Broadband Faults Advisor to Customer Delivery Coordinator within a major New Zealand telecommunications account, demonstrating strong technical expertise and customer service excellence.
• Provided technical support for residential and commercial broadband customers, diagnosing and resolving network connectivity, service, and hardware-related issues to minimize downtime and ensure customer satisfaction.
• Conducted remote troubleshooting of network systems, broadband services, and IP-based devices, coordinating with field technicians when on-site intervention was required.
• Transitioned to a Customer Delivery Coordinator role, managing the provisioning, activation, and delivery of enterprise cloud communication and collaboration solutions.
• Supported the deployment of cloud-based services, including video conferencing, online meetings, cloud telephony, and team messaging platforms for SME, corporate, and government organizations.
• Coordinated with internal stakeholders, technical teams, and customers to ensure seamless service implementation and successful project delivery.
• Maintained accurate records of provisioning activities, service requests, and customer interactions while adhering to established service level agreements and operational standards.
• Leveraged strong problem-solving, communication, and customer relationship management skills to deliver high-quality technical and operational support.

• Followed up with clients to ensure customer satisfaction after support engagement and problem resolution.
• Clarified technical information for non-technical individuals to enhance understanding and facilitate problem resolution.
• Provided high-level technical support by resolving inquiries by phone, email and web consistent with department and team service levels and goals.
• Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
• Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
• Documented client interactions in incident management system for effective tracking of recurring issues and identification of trends.

• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provide primary customer support to internal and external customers.
• Use company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answer product and service questions, suggesting other offerings to attract potential customers.
• Process customer adjustments to maintain financial accounts.
• Manage over 15 to 20 customer support calls per day.

• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted 20 to 30 customers daily in diagnosing issues and provided clear solutions to restore service and functionality.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Resolved escalated issues as subject matter expert, ensuring timely resolution of complex technical challenges.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, wired Internet and cellular.
• Guided customers through step-by-step resolutions for technical difficulties, ensuring clarity and support throughout the process.