Kevin Cuevillas
Stefanini IT Solutions
Quezon City,00
2
Languages
12
years of professional experience
Customer Support Specialist delivering email and chat support across customer service and technical issue resolution. Handles 100+ issues per week, account inquiries, service questions, troubleshooting, and updates 2+ knowledge articles per month with clear communication, accurate documentation, and a professional tone that supports customer satisfaction. Brings experience across banking, telecom, and helpdesk support, with a focus on fast resolution and reliable follow-through.
Work History
Subject Matter Expert - Senior Helpdesk Technician
4 Years 8 Months- Maintain a 90% first-contact resolution rate through accurate triage and consistent follow-through.
- Resolve 100+ tickets per shift by applying advanced troubleshooting and clear user communication.
- Mentor team members to improve helpdesk performance and strengthen day-to-day support quality.
- Document recurring issues and build knowledge base articles that speeds future troubleshooting.
- Support cross-functional teams by resolving complex issues and coordinating timely ticket escalation.
- Perform remote desktop support and Active Directory administration to restore user access efficiently.
Customer Support - Verizon
2 Years- Address customer inquiries related to Verizon services, billing, and technical issues through chat. Offer clear explanations and solutions while maintaining a professional and courteous demeanor. Troubleshoot connectivity problems and assist with account management tasks effectively. Guide customers through service changes, upgrades, or repairs with step-by-step instructions. Record chat interactions accurately to track issues and identify trends for service improvement.
- Troubleshot connectivity issues and guided customers through basic repair steps during live chat sessions.
- Explained account changes, upgrades, and service options in clear language tailored to customer needs.
- Guided customers through service changes and repairs while maintaining a courteous, professional tone.
Email and Chat support - Llyods Banking group
3 Years- Guided customers through banking processes and troubleshooting steps using clear, concise chat communication.
- Maintained confidentiality and security when handling sensitive financial information during customer support.
- Documented chat interactions thoroughly to support account management and improve service quality.
- Clarified technical issues through patient troubleshooting and concise customer instructions.
- Escalated unresolved cases appropriately and supported ticket tracking through organized communication.
Uber Customer Support
1 Year- Resolved rider and driver concerns quickly to keep support interactions smooth and professional.
- Troubleshot ride scheduling, payment, and app issues using critical thinking and attention to detail.
- Provided clear instructions to guide users through Uber platform difficulties.
- Logged recurring issues in ticketing systems and escalated complex cases when needed.
- Documented recurring problem patterns to support knowledge base updates and stronger root cause analysis.
Email and Chat Support
1 Year- Responded to email and chat inquiries with clear, concise guidance tailored to each customer issue.
- Escalated unresolved cases through ticketing systems and tracked follow-up until closure.
- Documented recurring questions and solutions in knowledge base documentation for faster future resolution.
- Applied root cause analysis to identify repeat support issues and refine troubleshooting steps.
- Supported help desk support with hardware and software troubleshooting and remote desktop support.
Education
Bachelor of Arts - information Technology
Skills
Hardware and software troubleshooting
Attention to detail
Critical thinking
Communication skills
Problem solving
Active Directory administration
Help desk support
Incident management
Ticketing systems
Knowledge base documentation
Team mentoring
Remote desktop support
Root cause analysis
Technical documentation
Ticket escalation
LANGUAGE
English
Tagalog
Personal Information
Title: Senior Helpdesk Technician
Timeline
Subject Matter Expert - Senior Helpdesk Technician
Stefanini IT Solutions
01.2022 - CurrentRead More
Customer Support - Verizon
AFNI Philippines Inc.
01.2020 - 01.2022Read More
Email and Chat support - Llyods Banking group
Concentrix
01.2017 - 01.2020Read More
Uber Customer Support
TaskUs Inc.
01.2016 - 01.2017Read More
Email and Chat Support
Microtech Global Solutions
01.2015 - 01.2016Read More
Far Eastern University - East Asia College
Bachelor of Arts from information Technology
Read More