JAYHOV EZRA SUMAGANG
Senior Technical Support
Summary
As a seasoned Senior Technical Support Specialist, bring extensive experience in providing top-tier technical assistance and solutions. Excel at diagnosing complex technical issues, delivering effective troubleshooting strategies, and ensuring seamless user experiences.
With a strong background in customer service and a deep understanding of systems, applications, and network configurations, am committed to resolving technical challenges efficiently. Personal expertise lies in communicating technical concepts to non-technical users, mentoring support teams, and driving continuous improvement in support processes to meet organizational goals.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Software Engineer & Migration Specialist
Gensolve
01.2025 - Current
- Provide Technical Support with Software and Web Application. Handing T1 and T2 Support.
- Assist client with troubleshooting software issues via remote desktop connection.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Senior Technical / Senior Customer Support Analyst
HungerRush POS - OrdrAI
01.2022 - 12.2024
- Install and configure POS hardware, including terminals, printers, barcode scanners, card readers, and cash drawers.
- Responsible for the installation, maintenance, and troubleshooting of POS systems used in retail store, restaurants, and other multi store locations.
- Set up POS software to align with the client's business needs, including inventory, pricing, and tax configurations.
- Ensure network connectivity and integration with other systems, such as accounting or inventory management software.
- Installation / Troubleshooting network connection - Modem, Firewall, Switch, Router etc.
- Diagnose and resolve hardware and software issues, such as connectivity problems, device malfunctions, or software errors.
- Replace or repair faulty hardware components like printers, screens, or card readers.
- Provide remote support to minimize downtime.
- Installation Printers Epson, Zebra, Bixilon.
- Installation Troubleshooting Credit Card Readers - Verifone, Lane 3000, P400, Lane 7000, IPP 320 etc.
- Installation / Troubleshooting Point of Sale Terminal - 4310, 4315, 3210, 3215 and POS tablets.
- Restaurant Menu configuration and upgrading firmware and software.
- Cloud management for online restaurant ordering.
- Routine maintenance / troubleshooting Database Microsoft SQL Server 2008 / 2014.
- Maintain records of user issues, solutions, and troubleshooting steps.
- Assist with password resets and multi-factor authentication issues with online account.
- Create user guides or documentation for common problems or procedures.
- Provide friendly and professional support to end-users, ensuring they feel heard and supported.
- Communicate technical concepts in simple terms for non-technical users.
- Respond to helpdesk tickets, emails, or calls address user issues.
- Diagnose and resolve hardware, software, and network problems.
- Assist with issues like application errors, operating system errors, connectivity problems, and printer troubleshooting.
- Collaborated with cross-functional teams to identify and resolve complex technical issues.
- Streamlined support processes for increased efficiency and faster resolution times.
- Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
- Shared best practices within the team which resulted in a more skilled workforce capable of handling complex cases.
- Updated knowledge base articles regularly, ensuring easy access to relevant information for both clients and team members alike.
Business Development Specialist
HelloTech Inc.
10.2020 - 12.2021
- Responsible in conducting new hire orientation and new hire training.
- Design and create training materials and learning modules.
- Administer, and deliver training programs for businesses and organizations.
- Conduct needs assessments to identify areas for growth and improvement.
- Design and deliver training programs to enhance employee skills and performance.
- Ensure the organization's workforce is equipped to meet current and future challenges.
- Strengthen the abilities of individuals, teams, or communities to achieve sustainable outcomes.
- Support project teams in developing processes and tools for efficiency.
- Monitor and evaluate the effectiveness of initiatives and programs.
- Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Spearheaded cross-functional teams towards achieving common goals, ensuring alignment of objectives across departments.
- Use data to recommend improvements or adjustments.
- Document best practices and lessons learned.
- Facilitate workshops, seminars, and discussions to promote organizational learning.
- Collaborate with key stakeholders, including management, employees, and external partners.
- Build relationships to promote initiatives and secure resources.
Remote Desktop / Customer Support Specialist
HelloTech Inc.
06.2015 - 10.2020
- Install / configure / troubleshoot Windows and Mac Computer System (Laptops, Desktop).
- Diagnosing and solving common and complex hardware/software issues (Windows and Mac).
- Logging customer/employee queries.
- Analyzing call logs to spot trends and underlying issues.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Follow diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications.
- Solving logical problems, networking issues for routers, printers to computers laptop or desktop.
- Strong communication skills able to work with multiple clients at the same time and still provides excellent service.
- Rapidly establish a good working relationship with customers and other professionals, such as software developers.
- Work continuously on a task until completion (or referral to third parties, if appropriate).
- Computer Software (Installation and Troubleshooting).
- Program Installation / Activation (Troubleshooting and Walkthrough).
- Multiple Computer Networking (Home or Private Network).
- Basic Wireless Setup Installation (Bridge and Sync).
- Basic Modem Configuration for Home Network (Local Network).
- Printer Installation for known printers (HP, CANNON, LEXMARK, BROTHER) Wired or Wireless.
- Data Logs Analyzation. Operating System Installation and Driver Updates.
- Email Setup and Troubleshooting (Exchange, IMAP, POP Server).
- Respond to helpdesk tickets, emails, or calls to address user issues.
- Diagnose and resolve hardware, software, and network problems.
- Assist with issues like application errors, operating system errors, connectivity problems, and printer troubleshooting.
- Perform routine system updates and patches to ensure systems are secure and operational.
- Help users install, configure, and update applications and tools.
- Ensure antivirus and security software are updated and functioning.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for end users.
- Streamlined technical support process for improved end-user resolution times.
Access Control and Integration Specialist
Keri System
06.2014 - 06.2015
- Provider phone support direct to the Technicians in the field doing the Security System and access control installation.
- Guiding the technician on how to setup and configure access controls over the phone.
- Register access controls via .PHP Database.
- Circuit panel installation and access card registration.
- Security System Installation ( access control / CCTV / Biometrics ).
- Maintain records of user issues, solutions, and troubleshooting steps.
- Create user guides or documentation for common problems or procedures.
- Provide friendly and professional support to end-users, ensuring they feel heard and supported.
- Communicate technical concepts in simple terms for non-technical users.
- Enhanced business operations by integrating disparate systems, such as CRM, ERP, and HRM applications.
- Managed multiple integration projects simultaneously while adhering to deadlines and budget constraints.
- Ensured data accuracy by implementing comprehensive data validation rules during the integration process.
- Assisted in the selection of appropriate middleware solutions based on project requirements and budget considerations.
- Minimized downtime during system upgrades by carefully planning and executing migration strategies.
- Coordinated with vendors during implementation phases to ensure successful completion of third-party integrations.
- Conducted regular reviews of existing integrations to identify areas for optimization or enhancement.
Remote Desktop / Customer Support Specialist
Accenture
01.2014 - 06.2014
- Installation & configuration of a computer hardware operating system and applications.
- Maintenance and monitoring of computer networks and system.
- Logging the queries of customers and employees.
- Analysis of call logs in order to discover any underlying issues or trends.
- Diagnosing and solving hardware or software faults.
- Testing and evaluating new technology.
- Responding to call-outs in a timely fashion.
- Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
- Desktop Support Managed Hosting Providers - Contract Hardware Maintenance and Computer Networking.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
- Evaluated emerging technologies in desktop support field, recommending potential improvements or upgrades as appropriate.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for end users.
- Enhanced system performance by implementing regular software updates and hardware maintenance.
- Assisted in the migration of legacy systems to newer technology platforms, minimizing disruptions during the transition period.
- Collaborated with cross-functional teams to resolve complex IT issues and improve overall efficiency.
Team Leader/Supervisor of Operations
RipeConcept
08.2013 - 01.2014
- Leading the team of highly talented group of individuals under graphics and design ensuring the quality of Customer Service meeting every client's expectation and exceeding what was expected from raw design to a magnificent end product.
- Making sure that all designs are of high quality from the beginning to the end of work.
- Maintain records of user issues, solutions, and troubleshooting steps.
- Create user guides or documentation for common problems or procedures.
- Provide friendly and professional support to end-users, ensuring they feel heard and supported.
- Communicate technical concepts in simple terms for non-technical users.
- Develop and implement programs, initiatives, or strategies to support the organization's goals.
- Conduct needs assessments to identify areas for growth and improvement.
- Design and deliver training programs to enhance employee skills and performance.
- Ensure the organization's workforce is equipped to meet current and future challenges.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
IT Technical / Customer Support Specialist
Convergys Philippines - Microsoft
01.2012 - 06.2013
- Installation and Troubleshooting Microsoft Applications.
- Installation and Troubleshooting Windows Anti-Virus and 3rd Party Application.
- Installing / Troubleshooting Microsoft Products (Word/Excel/Power Point etc.).
- Computer Software (Installation and Troubleshooting).
- Computer Hardware (Troubleshooting and Walkthrough).
- Multiple Computer Networking (Home or Private Network).
- Phone, Email and Chat Support - Consumer Department.
- Respond to helpdesk tickets, emails, or calls to address user issues.
- Diagnose and resolve hardware, software, and network problems.
- Assist with issues like application errors, operating system errors, connectivity problems, and printer troubleshooting.
- Perform routine system updates and patches to ensure systems are secure and operational.
- Help users install, configure, and update applications and tools.
- Ensure antivirus and security software are updated and functioning.
- Support users in accessing corporate resources securely through VPN or remote desktop solutions.
- Assist with configuring and troubleshooting remote work tools.
- Assist users remotely with setting up new hardware such as laptops, monitors, or docking stations.
- Guide users on self-servicing tasks like reconnecting cables or resetting devices.
- Provide friendly and professional support to end-users, ensuring they feel heard and supported.
- Communicate technical concepts in simple terms for non-technical users.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
IT Technical Support Representative
ETelecare Global Solutions
02.2009 - 01.2012
- Providing basic to advance XBOX console troubleshooting from software to hardware related questions and issues.
- Processing replacement, extracting orders dispatch and customer service.
- Game walkthrough for VIP clients providing tips and tricks for specific game that the client needs with assistance.
- Troubleshooting network related issues, XBOX Live, account inquiries, opening specific ports on the modem for a specific game and port forwarding.
- Perform routine system updates and patches to ensure systems are secure and operational.
- Help users install, configure, and update applications and tools.
- Maintain records of user issues, solutions, and troubleshooting steps.
- Create user guides or documentation for common problems or procedures.
- Install internet connections for homes or businesses, including running cables, setting up modems, routers, and other networking equipment.
- Configure hardware and software for optimal performance and compatibility.
- Test internet connections to ensure proper functionality and speed.
- Collaborate with Game Engineers for Game Testing and Development.
- Contributed to overall team success through consistent achievement of performance metrics such as response time, ticket volume, and resolution rate.
- Enabled seamless business operations by ensuring continuous availability of critical systems and applications.
- Elevated user proficiency in utilizing technology resources by conducting regular training sessions tailored to varying skill levels across the organization.
- Established a knowledge base for common IT issues, expediting resolution times and empowering users to self-service minor problems.
- Optimized resource utilization by regularly reviewing hardware inventory, recommending equipment upgrades or replacements when necessary.
IT Technical Support Representative
Steam Global Service
02.2009 - 01.2012
- Responsible for installing, maintaining, and troubleshooting internet services and related infrastructure for residential and commercial customers.
- Diagnose and resolve connectivity issues, such as slow speeds, intermittent service, or hardware malfunctions.
- Address physical issues like damaged cables or misconfigured equipment.
- Provide guidance to customers on troubleshooting basic issues, such as resetting a router.
- Work ensures reliable internet connectivity and a seamless online experience for users.
- Assists end users in troubleshooting known internet issues.
- Troubleshooting Network Connection / Modem / Router.
- Process Dispatch and Equipment Replacement.
- Opening Ports for Modem / Port Forwarding / TCP-IP UDM.
- Support users in accessing corporate resources securely through VPN or remote desktop solutions.
- Assist with configuring and troubleshooting remote work tools.
- Maintain records of user issues, solutions, and troubleshooting steps.
- Create user guides or documentation for common problems or procedures.
- Enables employees to stay productive, even when working remotely.
- Minimizes downtime by resolving technical issues quickly.
- Helps enforce IT policies and security measures across distributed teams.
- Perform routine system updates and patches to ensure systems are secure and operational.
- Help users install, configure, and update applications and tools.
- Assist in the deployment of new infrastructure, such as laying fiber optic cables or installing wireless access points.
- Configure and maintain central ISP equipment like switches, servers, and base stations.
- Collaborate with engineers to expand network coverage.
- Contributed to overall team success through consistent achievement of performance metrics such as response time, ticket volume, and resolution rate.
- Enabled seamless business operations by ensuring continuous availability of critical systems and applications.
- Elevated user proficiency in utilizing technology resources by conducting regular training sessions tailored to varying skill levels across the organization.
- Assisted in evaluating emerging technologies to determine potential benefits and feasibility for implementation within the organization.
Technical / Sales / Customer Support Specialist
eTelecare Global Solutions Inc. - Microsoft
02.2009 - 01.2012
- Providing basic to advance XBOX console troubleshooting from software to hardware related questions and issues.
- Processing replacement, extracting orders dispatch and customer service.
- Game walkthrough for VIP clients providing tips and tricks for specific game that the client needs with assistance.
- Troubleshooting network related issues, XBOX Live, account inquiries, opening specific ports on the modem for a specific game and port forwarding.
- 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.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- 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.
Education
Bachelor of Science - HOTEL AND RESTAURANT MANAGEMENT
Professional Academy of The Philippines
CEBU CITY 01.2005 - 01.2009
High School Diploma -
BARANGAY LUZ NATIONAL HIGHSCHOOL
CEBU CITY 01.2004 - 01.2005
High School Diploma -
SAINT MICHAEL'S COLLEGE OF LAGUNA
City of Biñan, Laguna 01.1999 - 01.2000
Skills
TECHNICAL SKILLS
CUSTOMER SERVICE
SOFTWARE / HARDWARE
NETWORKING
Additional Information - Web Development
Started my journey in web development began last year. Through consistent self-study, I have gained proficiency in HTML, CSS, SEO and Backlinks building complemented by hands-on projects that challenge my abilities.
Timeline
Software Engineer & Migration Specialist
Gensolve
01.2025 - Current
Senior Technical / Senior Customer Support Analyst
HungerRush POS - OrdrAI
01.2022 - 12.2024
Business Development Specialist
HelloTech Inc.
10.2020 - 12.2021
Remote Desktop / Customer Support Specialist
HelloTech Inc.
06.2015 - 10.2020
Access Control and Integration Specialist
Keri System
06.2014 - 06.2015
Remote Desktop / Customer Support Specialist
Accenture
01.2014 - 06.2014
Team Leader/Supervisor of Operations
RipeConcept
08.2013 - 01.2014
IT Technical / Customer Support Specialist
Convergys Philippines - Microsoft
01.2012 - 06.2013
IT Technical Support Representative
ETelecare Global Solutions
02.2009 - 01.2012
IT Technical Support Representative
Steam Global Service
02.2009 - 01.2012
Technical / Sales / Customer Support Specialist
eTelecare Global Solutions Inc. - Microsoft
02.2009 - 01.2012
Bachelor of Science - HOTEL AND RESTAURANT MANAGEMENT
Professional Academy of The Philippines
01.2005 - 01.2009
High School Diploma -
BARANGAY LUZ NATIONAL HIGHSCHOOL
01.2004 - 01.2005
High School Diploma -
SAINT MICHAEL'S COLLEGE OF LAGUNA
01.1999 - 01.2000
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