LUEN NASH REYES
Service Desk Support
Novaliches Quezon City
Summary
Experienced Technical Support Analyst with over 9 years of expertise in diagnosing and resolving complex technical issues, providing exceptional customer support, and optimizing IT systems. Seeking to leverage in-depth knowledge of hardware, software, and network troubleshooting in a challenging role where I can contribute to improving system performance and client satisfaction. Adept at working in fast-paced environments, with a strong commitment to delivering efficient, timely solutions and supporting the smooth operation of business technologies.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Service Desk L1 Support
Unisys Philippines Ltd
01.2026 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations, and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Learned and adapted quickly to new technology and software applications.
Technical Support Advisor I
TDCX PH. INC.
07.2021 - 07.2022
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
Advisor I Tech support/Sales Rep.
Concentrix
12.2019 - 02.2021
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
Customer Solution Rep 1/TSR
DXC Technology
10.2017 - 02.2019
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Contributed to team sales goals by upselling products and services to customers.
Technical Support 2/CSR
Startek Philippines
09.2013 - 05.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Adhoc Team Leader/ CSR Adhoc Team leader
SPI GLOBAL (Inspiro)
11.2007 - 02.2013
- 05/16/2012, Certified Line trainer 07/14/2011-05/15/20
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Assisted in recruitment to build team of top performers.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Education
3 year Electrical Technology -
UNIVERSITY OF ST. LOUIS TUGUEGARAO
01-2003
High school - undefined
CAGAYAN STATE UNIVERSITY LABORATORY HIGH SCHOOL
01-1999
Elementary - undefined
PIAT CENTRAL ELEMENTARY SCHOOL
01-1999
Skills
Communication and Customer Experience - Level: Expert
Technical Support Experience - Level: Experienced
Proficient in MS Office Applications - Level: SkillFull
Detail oriented - Level: Experienced
Mac usage - Level: Skillful
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Multitasking
Dependable and responsible
Supervision and leadership
Problem-solving
Certification
McDonald OTP2 Certified
Timeline
McDonald OTP2 Certified
02-2026
Technical Service Desk L1 Support
Unisys Philippines Ltd
01.2026 - Current
Technical Support Advisor I
TDCX PH. INC.
07.2021 - 07.2022
Advisor I Tech support/Sales Rep.
Concentrix
12.2019 - 02.2021
Customer Solution Rep 1/TSR
DXC Technology
10.2017 - 02.2019
Technical Support 2/CSR
Startek Philippines
09.2013 - 05.2016
Adhoc Team Leader/ CSR Adhoc Team leader
SPI GLOBAL (Inspiro)
11.2007 - 02.2013
High school - undefined
CAGAYAN STATE UNIVERSITY LABORATORY HIGH SCHOOL
Elementary - undefined
PIAT CENTRAL ELEMENTARY SCHOOL
3 year Electrical Technology -
UNIVERSITY OF ST. LOUIS TUGUEGARAO