Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Gaming Habits
Gaming Habits
Hi, I’m

JONATHAN ROBERTO M. JAVALERA

Gaming Support Specialist
JONATHAN ROBERTO M. JAVALERA

Summary

As a passionate gamer and experienced customer support professional, I am confident that skills and enthusiasm will make an asset to the team.


Have honed communication and problem-solving skills through daily interactions with customers.


Ability to quickly assess and resolve issues has earned consistent positive feedback from customers and colleagues alike.


Highly skilled Gaming Technical Support Specialist with 3 years of experience in troubleshooting, diagnosing, and resolving technical issues related to gaming hardware and software.


Possesses strong communication skills and the ability to work collaboratively with cross-functional teams to provide exceptional customer service.


As a gamer myself, Understand the importance of providing excellent support to the gaming community. Have experience troubleshooting technical issues, providing gameplay guidance, and assisting with account management.


Additionally, Comfortable using a variety of communication channels, including email, chat, and phone. I am eager to bring skills and passion for gaming to the team.


Excited about the opportunity to work with a company that values customer satisfaction and has a strong presence in the gaming industry. Believes on my expertise in customer support and love for gaming. Detail-oriented team player with strong organizational skills.


Ability to handle multiple projects simultaneously with a high degree of accuracy.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.


Expert CRM and Zendesk user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Overview

15
years of professional experience
11
years of post-secondary education
2
Certificates
2
Languages

Work History

5CA: The Fan-Made CX Company
Stationsstraat 154, 3511 EK Utrecht, Netherlands

Player Support Agent
10.2022 - 02.2023

Job overview

  • Provided technical support for customers experiencing issues with gaming hardware and software.
  • Resolved technical issues related to gameplay, account management, and payment processing
  • Assisted customers with troubleshooting gaming system issues including software updates, connectivity issues, and hardware malfunctions.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Escalated complex technical issues to senior support staff and worked collaboratively to find solutions.
  • Communicated technical information to customers in a clear and concise manner.
  • Documented customer interactions and resolutions in a ticketing system.
  • Collaborated with cross-functional teams to provide exceptional customer service.
  • Participated in the creation of technical support documentation and knowledge base articles.

Game Lab

Guild Manager/Trainer/Market Researcher
02.2022 - 04.2022

Job overview

  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Monitored participant workflow and behaviors throughout training process.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.

GAMERS UNDERGROUND Gaming Café
San Juan, Manila

IT Specialist/Owner/Operator
01.2014 - 03.2022

Job overview

  • I manage and juggle between Café owner and IT specialist where I excel on implementation, monitoring, or maintenance of IT systems in a gaming café while at the same time, Implement risk management and forecasting new technology.
  • As a Manager I talk to my employees and players their need and wants is the key.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Monitored systems in operation and input commands to troubleshoot areas.

BIOWARE
Makati, Manila

Technical Support/Player Support L3/GM
11.2011 - 04.2012

Job overview

  • Responded to player inquiries via email, chat, and phone in a timely and professional manner
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Resolved technical issues related to gameplay, account management, and payment processing
  • Maintained accurate records of player interactions using CRM software
  • Worked closely with other departments to escalate complex issues and provide a resolution to players
  • Participated in training sessions and stayed up-to-date on game updates and changes to policies and procedures

Telus
Taguig, Manila

Technical Support/Customer Service L2
12.2010 - 06.2011

Job overview

  • Assigned to take care of the game and computer technical problems of the gamers.
  • Assigned to assist in creating a good script for customer support and technical support for better QA Ratio of the whole account.
  • Paid attention to detail while completing assignments.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines

Running Mayor
Lopez, Quezon

Campaign Manager
01.2010 - 06.2010

Job overview

  • Developed policy positions and wrote public statements outlining stances.
  • Built political coalitions to enhance message.
  • Planned and executed events with public and private donors.
  • Oversaw teams of volunteers and monitored effectiveness of each area.
  • Networked among donors and fundraised to generate money for campaign.
  • Supervised young campers in recreational activities such as youth sports, aquatics and arts and crafts.
  • Performed staff evaluations and addressed areas for improvement.

ePldt Ventus
Mandaluyong, Manila

Advanced Customer Service Representative
04.2009 - 09.2009

Job overview

  • Resolved concerns with products or services to help with retention and drive sales.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.

APAC-MEDCO
Alabang, Manila

Pharmacy Service Representative
03.2008 - 10.2008

Job overview

  • Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
  • Entered and processed patients' prescriptions into internal system.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Liaised with other pharmacies to eliminate issues related to product expiration.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.

Education

De Lasalle-College of Saint Benilde
Taft, Manila

Bachelor of Science from Business Administration, Computer Application
05.2000 - 10.2007

University Overview

Aquinas High School
San Juan, Manila

High School Diploma
03.1996 - 03.2000

University Overview

Skills

    CRM

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Accomplishments

Accomplishments
  • Resolved product issue through consumer testing.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Increased number of resolved job tickets by 50% over previous months.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Achieved 94% CSAT through effectively helping with Technical Player Issues.
  • Documented and resolved technical issues which led to positive feedback thru customer and my team.

Certification

Computer Security Enhancement for Competitive Advantage

Timeline

Player Support Agent
5CA: The Fan-Made CX Company
10.2022 - 02.2023
Guild Manager/Trainer/Market Researcher
Game Lab
02.2022 - 04.2022
IT Specialist/Owner/Operator
GAMERS UNDERGROUND Gaming Café
01.2014 - 03.2022
Technical Support/Player Support L3/GM
BIOWARE
11.2011 - 04.2012
Technical Support/Customer Service L2
Telus
12.2010 - 06.2011
Campaign Manager
Running Mayor
01.2010 - 06.2010
Advanced Customer Service Representative
ePldt Ventus
04.2009 - 09.2009

SGC Call Center Training

04-2009
Pharmacy Service Representative
APAC-MEDCO
03.2008 - 10.2008

Computer Security Enhancement for Competitive Advantage

03-2003
De Lasalle-College of Saint Benilde
Bachelor of Science from Business Administration, Computer Application
05.2000 - 10.2007
Aquinas High School
High School Diploma
03.1996 - 03.2000

Gaming Habits

Gaming Habits

 

I research first about the game, make critical thinking process which class or which skills I take and Min-maxing. Make theories and builds. 


I create walkthrough and guides before in the past.


I like RPG, RTS, FPS, Souls like, Adventure and MMO games.


Game I like are Diablo, Baldurs Gate, Pillars of Eternity, Path of Exile, Pathfinder, Last Epoch, Wolcen, Valorant, Counterstrike, League of Legends, Dota.


My Core game is all about RPG and FPS.

Gaming Habits

Gaming Habits

I research first about the game, make critical thinking process which class or which skills I take and Min-maxing. Make theories and builds.


I create walkthrough and guides before in the past.


I like RPG, RTS, FPS, Souls like, Adventure and MMO games.


Game I like are Diablo, Baldurs Gate, Pillars of Eternity, Path of Exile, Pathfinder, Last Epoch, Wolcen, Valorant, Counterstrike, League of Legends, Dota.


My Core game is all about RPG and FPS.

JONATHAN ROBERTO M. JAVALERAGaming Support Specialist