Programming (C and Java)
James Gerald Parangalan
Customer Service And Delivery Associate
Tanza Cavite
Summary
As a proactive Telecom Technician with a deep enthusiasm for continuous learning within the Information Technology and Internet of Things (IoT) fields, who is dedicated to enhancing the technical skills and contributing meaningfully to the organization. A technician who actively seek opportunities to expand the knowledge in emerging technologies and IT advancements, striving to apply this knowledge to improve and innovate telecommunications solutions. Recognized for strong teamwork, diligent work ethic, and adaptability to dynamic environments, who is committed to driving organizational success through a combination of technical proficiency and a collaborative approach. objective is to utilize the expertise in both telecommunications and IT to deliver high-quality solutions and support within the organization.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service and Delivery Associate
PLDT Inc.
01.2021 - Current
- · New Provisioning: Install and configure new internet service for residential and business customers, ensuring all equipment is set up correctly and functionality meets service standards.
- Setup: Ensure proper installation of routers, modems, and other necessary equipment. Test connections to confirm that services are active and performing optimally.
- Troubleshooting: Diagnose and address issues with existing internet services. This includes identifying problems related to hardware, software, or network connectivity.
- Repair: Perform repairs on malfunctioning equipment or service disruptions, ensuring minimal downtime and prompt restoration of service.
- Service Overview: Educate customers about the services provided, including features, benefits, and optimal usage.
- IoT Understanding: Provide guidance on the Internet of Things (IoT), helping customers understand how various IoT devices can integrate with their network for enhanced functionality and convenience.
- Backup Workforce Management Associate: Act as a backup workforce management associate when needed. This includes dispatching work orders to technicians, monitoring the status of work orders, and ensuring timely completion.
- Order Management: Assist with assigning tasks and handling inquiries from technicians to facilitate the efficient completion of work orders. Ensure that all work orders are tracked and updated accurately.
Customer Service Associate
Conduent Philippines Inc.
07.2019 - 12.2020
- Answer Customer Queries: Provide comprehensive assistance to customers regarding their company-manufactured devices, including cellphones, laptops, and other electronic products. Address a wide range of inquiries, such as device functionality, features, and user settings.
- Technical Assistance: Offer step-by-step guidance on using and troubleshooting issues with company-manufactured devices. This includes resolving common problems, such as connectivity issues, software glitches, and hardware malfunctions.
- Product Knowledge: Maintain up-to-date knowledge of the company's product lineup and technical specifications to provide accurate and helpful information to customers.
- Repair Referrals: Advise customers on where to take their devices for physical repairs when they cannot be resolved through remote troubleshooting. This includes providing the addresses of authorized service centers or repair shops affiliated with the company.
- Appointment Scheduling: Assist customers in scheduling repair appointments if required, ensuring they understand the process and what to expect.
- Troubleshooting Account Issues: Help customers resolve issues related to their accounts, including accessing their accounts, addressing login problems, and rectifying issues with account settings.
- Password Management: Assist with account security, including helping customers recover forgotten passwords. Provide instructions on how to reset passwords securely and ensure that users follow best practices for account security.
- Account Recovery: Guide customers through the account recovery process in cases where they have lost access due to forgotten credentials, compromised accounts, or other security issues. Verify customer identity and facilitate the restoration of account access.
- Effective Communication: Communicate clearly and effectively with customers, using both technical language and layman's terms as appropriate. Ensure that customers fully understand the solutions provided and the steps they need to follow.
- Follow-Up: Check in with customers after resolving their issues to ensure complete satisfaction and to address any additional concerns they may have.
Technical Support Associate
Telstra Powered By Teletech
01.2017 - 04.2018
- Customer Assistance: Provide remote support to customers experiencing internet issues by guiding them through troubleshooting steps over the phone. This includes diagnosing problems related to connectivity, speed, and network performance.
- Service Verification: Ensure that the customer’s internet service is set up correctly by verifying that all equipment (e.g., modems, routers) is properly connected and configured. Walk the customer through setup processes and adjustments to optimize their connection.
- Issue Resolution: Utilize diagnostic tools and knowledge of common issues to resolve problems remotely, minimizing the need for on-site visits and ensuring the customer’s internet service is restored to full functionality.
- Assessment: Evaluate whether the issue can be resolved remotely or if it requires physical intervention. If the problem cannot be fixed over the phone, create a detailed repair ticket outlining the issue.
- Dispatch Coordination: Submit the repair ticket to the appropriate dispatch system to assign a technician to visit the customer’s location. Ensure the ticket includes all necessary information, such as the nature of the problem, the customer’s contact details, and any previous troubleshooting steps taken.
- Outage Reporting: Identify and escalate concerns related to widespread outages or service disruptions to the relevant department or support team. Provide detailed information about the outage, including affected areas and potential impact on service.
- Coordination with Other Departments: Work with other departments (e.g., network operations, engineering) to address and resolve larger-scale issues. Ensure timely communication and updates to affected customers regarding the status and resolution of the outage.
- Review Technician Work: Audit completed repair tickets handled by technicians to verify that all necessary steps were taken and that the issue was fully resolved. Ensure that the technician’s report is complete and accurate.
- Further Testing: Check if additional testing or follow-up actions were requested by the technician who visited the site. Coordinate any necessary follow-up work and ensure that it is completed promptly.
- Customer Communication: If further testing or actions are required, communicate clearly with the customer about what will be done, the expected timeline, and any necessary steps they need to take.
Education
Master of Science - Information Technology
Cavite State University Main Campus
Indang 09.2023 - 07.2025
Bachelor of Science - Information Technology
San Sebastian College Recoletos De Cavite
Cavite City 06.2010 - 04.2015
Skills
Internet-of-Things, Network Set-Up and Troubleshooting, Software and Hardware Troubleshooting, Programming, SQL
Software
SQL
Timeline
Master of Science - Information Technology
Cavite State University Main Campus
09.2023 - 07.2025
Customer Service and Delivery Associate
PLDT Inc.
01.2021 - Current
Customer Service Associate
Conduent Philippines Inc.
07.2019 - 12.2020
Technical Support Associate
Telstra Powered By Teletech
01.2017 - 04.2018
Bachelor of Science - Information Technology
San Sebastian College Recoletos De Cavite
06.2010 - 04.2015
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