Jeffrey Par
Manila,Philippines
Summary
Experienced Technical Support Specialist delivering effective solutions for hardware, software, and network issues. Resolves complex technical inquiries and guides users through troubleshooting processes. Leads and coaches support teams, manages escalations, and collaborates with departments to improve operational efficiency.
Overview
24
24
years of professional experience
Work History
Tecchnical Support Specialist
Thomson Reuters / Refinitiv / LSEG
Taguig, Philippines
09.2023 - 06.2025
- Delivered second-level specialized technical support to users and corporate IT administration teams at customer accounts, ensuring timely resolution of complex issues.
- Troubleshot, researched and resolved client inquiries regarding technical specifications, ensuring proper functionality through effective handling of configuration, connectivity, installation, operating systems, version updates, maintenance activities and access issues.
- Works with internal and external parties, including vendors, developers and product managers to resolve issues.
- Performs customer site break fix activities remotely (or dispatches to site when required) using global consistent methodologies and tools.
- Ensures the accurate delivery of information and resolution.
- Maintained strong understanding of customer environments, including operating systems and cloud technology, aligning supported products with client workflow and integration needs.
- Uses voice of the customer to improve products and services or processes and contributes to projects within a broader project or has accountability for ongoing activities.
- Performs installations, upgrades, migrations and technical onboarding activities and is an active contributor to product releases and upgrades.
Senior Technical Customer Support Executive
Thomson Reuters / Refinitiv / LSEG
Taguig, Philippines
07.2016 - 09.2023
- Acted as Point of Contact (POC) during Team Manager absence, maintaining continuity of support.
- Conducts team training and mentoring for technical skills development.
- Assisted in outage recovery efforts, facilitating effective communication with clients to minimise impact.
- Monitor and provide solutions for long-standing cases and team performance.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Provided high level of service to customers, fostering strong relationships for future engagements.
Customer Support Executive
Thomson Reuters / Refinitiv / LSEG
Taguig, Philippines
12.2010 - 07.2016
- Provides technical support for complex issues affecting Thomson Reuters Products - Bridge, Media, Eikon, Thomson One, Datastream, Workspace and Messenger.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Collaborated with teams across the organization to identify and target customer needs, driving sales through informed recommendations.
- Responded to customer emails with accurate, professional replies and follow-up on customer interactions to provide further support.
Program Administrator
Aegis People Support
Makati, Philippines
06.2008 - 06.2010
- Leverage business intelligence tools to coordinate dynamic interactive reporting for stakeholders.
- Analyse complex datasets to decide priorities for business improvement opportunities.
- Review existing reporting processes to meet management information requirements.
Customer Support Representative
Aegis People Support
Makati, Philippines
05.2005 - 06.2008
- Investigated customer problems and shaped solution recommendations for management decisions.
- Logged customer interactions, feedback, and complaints in CRM systems to drive improvements.
- Delivered technical support and guidance to customers during issue resolution.
Technical Support Executive
Etelecate
Quezon City, Philippines
12.2003 - 03.2005
- Manage troubleshooting of data transmission equipment, computers, and peripheral device issues.
- Take ownership of fault diagnosis and repair to keep systems stable.
- Drive system and application installation plans for seamless client technology integration.
- Lead diagnosis and resolution of software and hardware faults to improve satisfaction.
- Oversee software package updates and new operating system releases for performance quality.
Administrative Assistant
Brand Channel inc
Sta Rosa, Philippines
01.2001 - 09.2003
- Handled incoming calls and emails, directing queries to appropriate departments for timely resolution.
- Provided callers with clear information and logged detailed messages.
- Coordinated responses to information requests, ensuring timely escalation to relevant individuals.
- Maintained digital and paper filing standards for accurate document retrieval.
- Executed ad-hoc clerical tasks to support seamless office operations.
Education
Bachelor of Business Administration - Business Management
Technological Institute of the Philippines
Manila01-2000
Skills
- Technical troubleshooting
- Hardware support
- Desktop support
- Technical issues analysis
- Call centre operations
- Customer relationship management
- Customer service expert
- Clear communication
Technical Certification - Meralco Foundation
LAN Technology
Basic Microcomputer Hardware Servicing
Computer Electronics
Basic Electronics
Introduction to Visual Basic
Logic Formulation
Timeline
Tecchnical Support Specialist
Thomson Reuters / Refinitiv / LSEG
09.2023 - 06.2025
Senior Technical Customer Support Executive
Thomson Reuters / Refinitiv / LSEG
07.2016 - 09.2023
Customer Support Executive
Thomson Reuters / Refinitiv / LSEG
12.2010 - 07.2016
Program Administrator
Aegis People Support
06.2008 - 06.2010
Customer Support Representative
Aegis People Support
05.2005 - 06.2008
Technical Support Executive
Etelecate
12.2003 - 03.2005
Administrative Assistant
Brand Channel inc
01.2001 - 09.2003
Bachelor of Business Administration - Business Management
Technological Institute of the Philippines