Summary
Overview
Work History
Education
Skills
Timeline
sports
Generic
Lemuel Sumodebila

Lemuel Sumodebila

Carmen,Davao Del Norte

Summary

I work as a Technical Customer Service Specialist and have extensive understanding of desktop and laptop operating systems, printer installation, Windows software, and other related topics. attempting to support customers with all troubleshooting activities. diligent labor and a strong sense of dedication. Motivated, resolute, and disciplined. an advantage to any group. intensely committed to finishing the task at hand as soon as possible.

Overview

16
16
years of professional experience

Work History

Tier 2 Technical Support

Apex Mining Company Incorporated
04.2013 - Current
  • Provided real-time support to everyday users of Google Workspace and MS Office 365 email and application
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations.
  • Trained new employees and explained protocols clearly and efficiently.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
  • Assisted customers with technical issues via email, and telephone.
  • Developed and maintained positive customer relationships.
  • Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
  • Participated in after-hours on-call rotations, providing reliable support coverage for urgent client concerns outside regular business hours.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
  • Improved customer satisfaction by resolving complex technical issues in a timely manner.
  • Provided comprehensive technical support for software and hardware, resulting in minimized downtime for clients.
  • Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
  • Proactively identified areas for improvement within the support function, collaborating with management on process optimization initiatives.
  • Assisted new hires with onboarding tasks, including system setup and training on company policies and procedures.
  • Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
  • Mentored junior team members to enhance their technical skills and improve team efficiency.
  • Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Maintained response times to support business continuity.
  • Configured and tested new software and hardware.
  • Installed, configured and maintained computer systems and network connections.
  • Developed and implemented preventive maintenance procedures.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.

Tier 1 Technical Support

Apex Mining Company Incorporated
04.2009 - 04.2012
  • Provided real-time support to everyday users of computing device like desktop, laptop, mobile phones etc.
  • Developed and maintained positive customer relationships.
  • Researched, resolved and followed up on customer issues.
  • Handled a large volume of phone calls, chat and emails.
  • Devised workarounds for problems.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Reviewed support cases for technical and troubleshooting accuracy.
  • Created new account, reset passwords and configured access for users.
  • Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
  • Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
  • Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
  • Developed strong relationships with clients, fostering trust in our ability to resolve their technical challenges quickly.
  • Provided remote support for customers, guiding them through the resolution process stepbystep.
  • Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
  • Collaborated with teammates to identify recurring issues and develop long-term solutions.
  • Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Configured hardware and granted system permissions to new employees.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Tested new software and hardware prior to deployment.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Configured and tested new software and hardware.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.

On the Job Training

Apex Mining Company Incorporated
11.2007 - 01.2008
  • Established a positive and supportive learning environment, fostering strong professional relationships among trainees.
  • Abide by the policies and procedures outlined in the Upskilled Student Handbook
  • Accept lawful instruction given by you in regard to work, training and instruction in the workplace
  • Abide by OH&S regulations
  • Be open to learn new things and enjoy the learning journey

Education

Vocational Degree - Computer Installation And Repair Technology

Maco Institute Of Technology
Barangay Binuangan, Maco Davao De Oro
03.2008

Bachelor of Science - Computer Science

University Of Mindanao
Tagum City Davao Del Norte Philippines
06.2011

Skills

  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • GoToMeeting
  • Hardware diagnostics
  • Software Installation
  • Operating System Support
  • Remote Desktop Support
  • ITIL Knowledge
  • Email Administration
  • Hardware upgrades
  • Technical Troubleshooting
  • Problem-Solving
  • Application installations
  • Software Updates
  • Customer Service
  • Technical Support
  • Hardware Configuration
  • Customer Support
  • Data Recovery
  • Desktop support

Timeline

Tier 2 Technical Support

Apex Mining Company Incorporated
04.2013 - Current

Tier 1 Technical Support

Apex Mining Company Incorporated
04.2009 - 04.2012

On the Job Training

Apex Mining Company Incorporated
11.2007 - 01.2008

Vocational Degree - Computer Installation And Repair Technology

Maco Institute Of Technology

Bachelor of Science - Computer Science

University Of Mindanao

sports

I like playing basketball, my NBA player Idol is Lebron James from Los Angeles Lakers.

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Lemuel Sumodebila