Jay Joseph Salvador
Angeles City
Summary
Detail-oriented Helpdesk Technician with proven experience in technical support and customer service. Adept at problem-solving, guiding users through solutions, and collaborating with teams to resolve complex issues.
Overview
15
15
years of professional experience
Work History
Level 1 Helpdesk Technician
Solugenix US
Clark
11.2024 - 08.2025
- Company Overview: Wendys POS support,RAL/RTA
- Wendys POS support,RAL/RTA
- Provided technical support to users via phone and email communication.
- Assisted in troubleshooting hardware and software issues for clients.
- Documented user inquiries and resolutions in the ticketing system.
- Collaborated with team members to resolve complex technical problems.
- Guided users through step-by-step solutions to common issues.
- Updated user information and support documentation regularly.
- Responded to incoming calls, emails and tickets from customers seeking technical assistance.
Level 2 Support Technician
Tata Consultancy Services
Angeles City
02.2022 - 08.2024
- Company Overview: Technical Support GCI Alaska - Subject Matter expert
- Technical Support GCI Alaska - Subject Matter expert
- Assisted users with technical issues via phone and email communications.
- Provided timely updates to users regarding the status of their support requests.
- Resolved escalated customer service inquiries in a timely manner.
- Troubleshooted basic network related problems such as IP address conflicts and DNS resolution errors.
- Installed, configured, maintained, and troubleshot computer systems, hardware components, printers, scanners, and other peripherals.
Apple Order Retail - Seasonal
Majorel
Clark Freeport
08.2021 - 01.2022
- Company Overview: Consumer Retail Electronics
- Consumer Retail Electronics
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized various software and tools to streamline processes and optimize performance.
Fraud Prevention Specialist
Concentrix
Clark Freeport
08.2019 - 08.2021
- Company Overview: form Convergys to Concentrix
- Capital One (Credit Card)
- Analyzed credit card transactions for signs of fraudulent activity.
- Reviewed customer accounts to identify potential security breaches.
- Assisted in documenting fraud investigation processes and findings.
- Collaborated with team members to discuss emerging fraud patterns.
- Utilized specialized software to track and monitor suspicious transactions.
- Communicated with customers regarding potential fraud alerts on accounts.
- Conducted research on new trends in credit card fraud and implemented preventive measures accordingly.
Technical Support
Concentrix
Clark Freeport
08.2016 - 03.2019
- Company Overview: former Convergys
- Provided technical support to customers on site.
- Provided technical support to customers regarding hardware issues.
- Provided technical support to trainers during classroom sessions.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Developed training materials for new employees in various operational procedures.
- Assisted in organizing training sessions to enhance employee skills and knowledge.
- Assisted in developing training materials for new employees and stakeholders.
- Supported project management by tracking deadlines and deliverables effectively.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
Technical Support
Sutherland Global Philippines
05.2015 - 04.2016
- Company Overview: Hughes net account
- Provided technical support to customers regarding hardware issues.
- Installed and configured internet services for residential and business customers.
- Assisted in troubleshooting connectivity issues for various internet service plans.
- Provided technical support via phone and in-person for customer inquiries.
- Educated clients on benefits of loyalty programs and services offered.
- Maintained accurate records of customer interactions in CRM systems.
- Processed customer billing inquiries and resolved discrepancies efficiently.
- Assisted in maintaining accurate billing records and financial documentation.
Customer Service
Jollibee Jumbo Jenra
01.2011 - 01.2012
- Resolved customer service issues in a timely manner while providing excellent customer service at all times.
- Followed company policies while providing exceptional customer service.
Education
Associate - Computer Technology
System Plus College Foundation
Angeles City, Pampanga, Philippines05-2015
Skills
- 1 year of customer service support experience
- 5 years of technical support experience
- 1 year of financial account support experience
- 1 year of financial back office support experience
- Two and a half years being a transition support coach/trainer
- Handle agents from product training to nesting
- Quality Analyst (part of transition support coach)
- Skill transfer and coaching experience for customer service agents
- Escalation call handling experience
- Basic Microsoft Excel skills (pivot table, sort list)
- Training management, facilitating
- Real time analysis
Volunteer Experience
Give A Bag of Hope 2 and 3, Convergys Clark producing school bags and school packs (supplies) donating to Remote Aeta Community Schools.
Rewards And Recognitions
- Top Agent for a week, 09/01/16, SM City Clark Manuel A. Roxas Hwy., Clark Freeport, Angeles City, Pampanga
- Top Agent for a week, 12/01/16, SM City Clark Manuel A. Roxas Hwy., Clark Freeport, Angeles City, Pampanga
Timeline
Level 1 Helpdesk Technician
Solugenix US
11.2024 - 08.2025
Level 2 Support Technician
Tata Consultancy Services
02.2022 - 08.2024
Apple Order Retail - Seasonal
Majorel
08.2021 - 01.2022
Fraud Prevention Specialist
Concentrix
08.2019 - 08.2021
Technical Support
Concentrix
08.2016 - 03.2019
Technical Support
Sutherland Global Philippines
05.2015 - 04.2016
Customer Service
Jollibee Jumbo Jenra
01.2011 - 01.2012
Associate - Computer Technology
System Plus College Foundation