Summary
Overview
Work History
Education
Skills
Timeline
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Kent Pamintuan

Orani

Summary

Dynamic Support Escalation Manager at Infor PSSC Inc. with a proven track record in service delivery and SLA management. Expert in technical troubleshooting and customer relationship management, I drive improvements through data analysis and cross-functional collaboration, enhancing user experiences and optimizing change management processes.

Overview

15
15
years of professional experience

Work History

Support Escalation Manager

Infor PSSC Inc.
Taguig City
03.2017 - 05.2025
  • Identified customer needs efficiently to enhance service delivery.
  • Resolved escalated helpdesk tickets within SLA timelines.
  • Created reports summarizing key findings from SLA performance analysis.
  • Responded to internal service requests promptly, adhering to SLA parameters.
  • Collaborated with cross-functional teams to achieve organizational goals.
  • Implemented ITIL best practices organization-wide to improve service management.
  • Developed a risk management framework for comprehensive risk assessment and monitoring.
  • Designed program policies and toolkits to optimize change management processes.

Software Application Analyst

Optum
Taguig City
09.2015 - 02.2017
  • Provided technical support for applications and users, ensuring optimal functionality.
  • Monitored system performance metrics, implementing corrective actions as needed.
  • Configured web servers to facilitate application deployment and enhance accessibility.
  • Developed and executed procedures for testing application functionality.
  • Analyzed user requirements, producing detailed specifications for custom applications.
  • Maintained current knowledge of emerging technologies in software development.
  • Troubleshot applications, identifying areas for improvement and enhancement.
  • Collaborated with cross-functional teams throughout software development lifecycle.

Forum Moderator/Technical Support Engineer

Concentrix
Shaw Bldv. Mandaluyong City
05.2011 - 02.2015
  • Conducted investigations into suspected violations of terms of service and guidelines.
  • Collaborated with product development teams to enhance user experience.
  • Performed audits of moderation processes to ensure compliance and efficiency.
  • Implemented changes based on customer feedback to improve moderation effectiveness.
  • Assisted in developing tools for more efficient content moderation.
  • Documented moderation activities accurately to maintain transparency.
  • Identified emerging trends in content moderation to inform strategy.
  • Created guidelines for timely resolution of customer complaints.

Customer Service Representative

Pilipinas Teleserv
Quiapo, Manila
11.2010 - 04.2011
  • Identified upselling opportunities based on customer needs to enhance revenue.
  • Gathered and analyzed customer feedback through surveys to improve service quality.
  • Provided accurate product and service information to customers, ensuring informed decisions.
  • Maintained professionalism when addressing challenging customer interactions.
  • Answered inquiries via phone, email, and chat to support customer needs.
  • Resolved complaints promptly and efficiently to uphold satisfaction levels.
  • Developed positive relationships with customers through friendly and engaging interactions.
  • Assisted with product selection, ordering, billing, returns, exchanges, and technical support.

Education

Bachelor of Science - Computer Science

Eastwoods Professional College of Science and Tech
Ibayo, Balanga City, Bataan
04-2008

Skills

  • Service delivery and support
  • SLA and risk management
  • ITIL and change management
  • Technical troubleshooting
  • Customer relationship management
  • Cross-functional collaboration
  • Data analysis
  • User training
  • Effective communication
  • Microsoft Office proficiency
  • Change management strategies
  • Customer service excellence
  • Feedback analysis and improvement
  • Incident management
  • Root cause analysis

Timeline

Support Escalation Manager

Infor PSSC Inc.
03.2017 - 05.2025

Software Application Analyst

Optum
09.2015 - 02.2017

Forum Moderator/Technical Support Engineer

Concentrix
05.2011 - 02.2015

Customer Service Representative

Pilipinas Teleserv
11.2010 - 04.2011

Bachelor of Science - Computer Science

Eastwoods Professional College of Science and Tech

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Kent Pamintuan