JAIME CRUZ GUADARRAMA III
Technical Support Representative - Non-Voice
Quezon City
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
15
15
years of post-secondary education
1
1
Certification
Work History
Technical Support Representative
AFNI Philippines
05.2016 - 05.2025
- 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.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Increased first-chat resolution rates by developing comprehensive knowledge base accessible to all team members.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance on chat.
Personal Banking Customer Service
IBM Daksh Concentrix
02.2015 - 01.2016
- Provide an excellent customer experience ensuring that every customer is treated in a warm, friendly and respectful manner that shows genuine interest in their needs and leaves them feeling valued as a customer.
- Ensure that customer complaints are effectively resolved in accordance with agreed guidelines and measures.
- Ensure that any customers experiencing financial difficulties receive help, advice and guidance appropriate to their own needs and personal circumstances.
- Be the first point of contact to welcome new customers to LBG providing an excellent experience when opening their account.
- Build and maintain effective relationships with specialist/ partner advisors as well as Personal Banking Adviser (SPBA) and Customer Service Assistant colleagues to provide an excellent customer experience, leverage quality referrals and generate cross-selling opportunities accurately that deepen customer relationships.
- Complete all roles and tasks required by your line manager, ensuring all operational priorities and Bank rules, procedures and policies for risk and compliance are adhered to complete and maintain any training that is deemed as mandatory for your role.
Customer Service Representative
Sitel Philippines Corporation
03.2011 - 01.2015
- Deal directly with customers either by telephone, electronically.
- Respond promptly to customer inquiries handle and resolve customer complaints.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide pricing and delivery information.
- Set up new customer accounts.
- Process orders, forms, applications and requests.
- Record details of inquiries, comments and complaints.
- Maintain customer databases.
- Manage administration.
- Manage customers' accounts.
Service Desk Analyst - Incident Report Group
Unison Computer System Incorporated
02.2007 - 04.2010
- Validate, simulate, isolate and then escalate all reported system issues and downtimes, including web tools (reported via Email, Text group, Telephone and Call backs) but will provide investigation and/or troubleshooting to resolve any issues or route them to appropriate support team or units for resolution.
- Responsible in retrieving emails concerning all Systems and Services, Outsource and Value Added Services including incident reports in remedy tool and Integrated Customer Service tool.
- Log every incident reports in Remedy tool and resolve every issues and/or email appropriate support units for resolution.
- Follow through any incident detected by Service Desk - Monitoring or Service Desk - Office Automation Team with support units.
- Acts as a Single Point of Contact (SPOC) to all supported customers/users.
- Responsible in monitoring, recording, and reporting all system downtimes including problematic servers, modems, routers, internet, firewalls, network utilizations/performances and other business critical systems and services.
- Attend telephone calls and e-mail messages from internal users of globe and third party clients who are seeking guidance on technical problems.
- Responsible for resolving of incident reports and password resetting to all system access (primarily Network Access) and if necessary, escalating the incident to the 2nd level support.
Technical Support Engineer
Tri-Isys Internet
11.2007 - 03.2008
- Answering helpdesk phone calls from Tri-Isys Internet Prepaid and Postpaid subscribers.
- Resolving client PC hardware / software faults.
- Provide troubleshooting of Dial-up connection of Tri-Isys Internet Prepaid and Postpaid Subscribers.
- Develop helpdesk standards for operating procedures; accurately log all helpdesk incidents.
- Resolves and responds to incidents, requests, and problems received via telephone, emails, and call backs.
- Troubleshoot all aspects of customer web hosting accounts (website, email, domain registration, billing inquiries, DNS etc.).
- Guide client on how to use and install the MicroWorld Escan Antivirus Software.
- Provide troubleshooting of Escan Antivirus including licensing and updating.
- Provide troubleshooting of Email Client such as (Microsoft Outlook, Express, Eudora, thunderbird).
Education
B.S. - Computer Engineering
Adamson University
Ermita, Metro Manila 01.2001 - 01.2006
Secondary - undefined
Saint Francis of Assisi College
Bagumbayan, Taguig 01.1996 - 01.2000
Primary - undefined
Saint Francis of Assisi College
Bagumbayan, Taguig 01.1990 - 01.1996
Skills
Technical support
Customer service
Technical troubleshooting
Customer service expert
Certification
I hereby certify that all information contained in this resume is true and correct to the best of my knowledge.
Timeline
Technical Support Representative
AFNI Philippines
05.2016 - 05.2025
Personal Banking Customer Service
IBM Daksh Concentrix
02.2015 - 01.2016
Customer Service Representative
Sitel Philippines Corporation
03.2011 - 01.2015
Technical Support Engineer
Tri-Isys Internet
11.2007 - 03.2008
Service Desk Analyst - Incident Report Group
Unison Computer System Incorporated
02.2007 - 04.2010
B.S. - Computer Engineering
Adamson University
01.2001 - 01.2006
Secondary - undefined
Saint Francis of Assisi College
01.1996 - 01.2000
Primary - undefined
Saint Francis of Assisi College
01.1990 - 01.1996
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