Laurence Libajan Burgos

Overview: Elite is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business.

• Serve as initial point of contact for customer support issues related to 3E Application, acting as a triage, escalation, and issue owner for customer support requests
• Exercise product expertise and knowledge to provide users with technical support and best practices
• Responsible for being a strong customer advocate, identifying and reporting feedback and bugs to product team and partner with the team to help resolve issues
• Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
• Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
• Enhanced application performance by identifying and resolving technical issues in a timely manner.

Tools/Applications Used

• SQL Server Management Studio (proficient)
• Microsoft Azure
• 3E Financial Management
• Azure DevOps Services
• Platform and Server Manager
• SecureLink
• Salesforce

Skills

• Legal Technology
• Application Support
• Incident Management
• Analytical Skills
• Software Troubleshooting
  

• Company Overview: Life Sciences / Healthcare / Clinical Research Organization
• Responsible for providing technical assistance to Wingspan clients
• Serve as initial point of contact for customer support issues, acting as a triage, escalation, and issue owner for customer support requests
• Responsible for customer communications and resolving technical challenges
• Analyze and responsible for answering questions or resolving application problems for clients via telephone, web conference or from a remote location
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities according to all relevant Wingspan policies
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Provide daily operational oversight for processes that 'keep the lights on' for our customers
• Exercise product expertise and knowledge to provide users with technical support and best practices
• Responsible for being a strong customer advocate, identifying and reporting feedback and bugs to product team and partner with the team to help resolve issues
• Replicate troubleshoot and debug issues across all Wingspan products
• Investigate data related issues by analyzing client data files
• Deliver client-facing status updates during outages and high priority issues
• Assist our Implementation and Customer Success teams in establishing scalable support and data management processes
• Prompt resolution of client issues

Tools/Applications Used

• Electronic Trial Master File (eTMF)
• Zendesk
• Jira
• pgAdmin / PostgreSQL (Proficient)
• AWS
• Clinical Trial Management System
• Splunk
• Spira
• Slack

Skills

• GxP (Good Clinical Practice)
• Application Support
• Incident Management
• Analytical Skills
• Software Troubleshooting
• Client Services

• Company Overview: BPO/IT Services
• Handles software issues specifically related to Client specifics usage
• Manage incidents and service requests reported by the users until closure
• Document all details relevant to the incident or request in the ITSM ticketing tool
• Providing quick solutions to issues to one or more of the user’s IT service – (Incident Management)
• Fulfilling requests for additional IT services, including changes, movements, removal etc
• (Request Management)
• Handles troubleshooting for network related issues
• Method of contact: Phone
• BPO/IT Services

• Company Overview: BPO/IT Services
• Handles software issues specifically related to Client specifics usage
• Manage incidents and service requests reported by the users until closure
• Document all details relevant to the incident or request in the ITSM ticketing tool
• Providing quick solutions to issues to one or more of the user’s IT Service – (Incident Management)
• Fulfilling requests for additional IT services, including changes, movements, removal etc
• (Request Management)
• Method of contact: Phone, chat, email, web tickets
• BPO/IT Services

• Company Overview: BPO
• Handled customer’s inquiries through phone in relation to their hotel & car rental bookings
• Provides basic details about website related inquiries and procedures
• Resolve and discuss customer billing issues
• Handled escalation/supervisor calls (3-4 months)
• Handled hotel billing calls
• BPO

• Company Overview: BPO
• Troubleshoot mobile settings and application
• Crossed trained for processing payment and answering general billing concerns
• Provide and update subscription plan for account usage
• Process handset repair or exchange following manufacturers guidelines
• Resolve and discuss customer billing issues
• Cancel subscription as per customer request
• Achieving work excellence through surveys, quality monitoring and work statistics
• BPO

• Company Overview: BPO
• Handled customer’s inquiries through email & phone in relation to their buy & sell transaction
• Provides basic details about website related inquiries and procedures
• Resolve and discuss customer billing issues
• BPO

• Company Overview: BPO
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and basic PC operation issues
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Identify and escalate priority issues per Client specifications
• Follow standard processes and procedures
• BPO