Luis Herrera Cubelo Jr.
Technical Manager
San Jose Del Monte
Summary
Technical Manager adept at recruiting, leading and developing highly effective technical teams. Meticulous and driven with a passion for innovation and process improvement demonstrated over more than 3 years in technical roles. Aiming to leverage advanced knowledge of process improvement development and implementation to add value to the team.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work History
Technical Manager (Genesys Cloud)
Genesys Cloud Services Cayman Ltd.
05.2017 - Current
- Maintain, drive, supervise and implement robust technical standards, systems and processes
- Provide direction and support to ensure compliance with relevant standards
- Conduct interviews with unbiased decision making when hiring
- Join bridge calls and handle P1 situation and level set with customers
- Manages team, provide direction and support as well as coaching when needed, help grow and develop their knowledge
- Jump on meetings with customers to level set and talk about their pain points and address them.
- Optimized team performance by establishing clear roles, responsibilities, expectations in accordance with best practices
- Spearheaded process improvement initiatives, identifying inefficiencies and implementing solutions to optimize operations
Senior Technical Support Engineer (Purecloud Support)
Genesys Cloud Services Cayman Ltd.
01.2018 - 01.2020
- Responsible in assigning trouble tickets to respective skill groups
- Initially assess cases that customer submits and get all necessary information needed before assigning case to analyst
- Work with P1-Critical cases
- Analyze issue and provide solution to customers
- Aiding colleagues that needs help with cases
- Identify if there is any trending issue that needs attention of development team
- Create ticket to development team for issues identified or bug founds
- Responsible in driving resolution and closing cases created by customer with great satisfaction.
Technical Support Engineer (Purecloud Support)
Genesys Cloud Services Cayman Ltd.
01.2017 - 01.2018
- Responsible in research, diagnose, troubleshoot, and resolve customer issues
- Create ticket to development team for issues identified or bug founds
- Responsible in driving resolution and closing cases created by customer with great satisfaction.
T2 Technical Support (Microsoft)
Sutherland Global Services
01.2013 - 05.2017
- Dispatch tickets and assign them accordingly to team to make sure to hit 100% SLA
- Handle escalated technical trouble case for Microsoft
- Initiate callback to customer's preferred schedule
- Identify technical fault isolation and providing solution
- Answer questions involving product information for customer
- Performing removal of virus in Operating system's folder and registry
- Installing Microsoft related software
- Backing up customer's data and ensuring safety of those files
- Responsible in repairing Operating system, upgrading or reinstalling entire software
- Perform other task and duties as instructed by Team Manager
- Responsible in driving resolution and closing trouble tickets.
L3 Software/Networking Specialist (Sony Vaio)
Sykes Asia Inc
09.2011 - 01.2013
- Answer inbound customer calls inquiries
- Perform initial triage and analysis of hardware related or software related faults
- Working closely through calls with customer and performing troubleshooting to resolve their hardware/software related concerns
- Answer questions involving product information
- Identifying if issues can be resolved by advising possible solutions without offering paid services
- Offering paid service support for customers that are out of warranty and offering other product related sales if needed
- Responsible in creating tickets to escalation team if needed
- Responsible in handling billing concerns
- Drive first call resolution in each call.
Technical support Representative L1 (Qwest/Century Link)
Sykes Asia Inc
08.2010 - 09.2011
Technical Support Representative (AT&T UVERSE)
Sutherland Global Services
11.2008 - 11.2009
Education
Bachelor's/College Degree in Human Resource Management -
University of Makati
Makati, Metro Manila 01.2016 - 04.2017
Units in Bachelor of Fine Arts Major in Advertising - undefined
University of the East
Manila, Metro Manila 01.2005 - 04.2010
Units in Bachelor of Science Major in Nursing - undefined
Manila Central University
Manila, Metro Manila 01.2004 - 04.2005
Skills
Employee Recruitment
Technical process improvement
Employee Development
Client Relationship Building
Data Analysis
Goal Setting
Multitasking Abilities
Adaptability and Flexibility
Teamwork and Collaboration
Time management abilities
Timeline
Senior Technical Support Engineer (Purecloud Support)
Genesys Cloud Services Cayman Ltd.
01.2018 - 01.2020
Technical Manager (Genesys Cloud)
Genesys Cloud Services Cayman Ltd.
05.2017 - Current
Technical Support Engineer (Purecloud Support)
Genesys Cloud Services Cayman Ltd.
01.2017 - 01.2018
Bachelor's/College Degree in Human Resource Management -
University of Makati
01.2016 - 04.2017
T2 Technical Support (Microsoft)
Sutherland Global Services
01.2013 - 05.2017
L3 Software/Networking Specialist (Sony Vaio)
Sykes Asia Inc
09.2011 - 01.2013
Technical support Representative L1 (Qwest/Century Link)
Sykes Asia Inc
08.2010 - 09.2011
Technical Support Representative (AT&T UVERSE)
Sutherland Global Services
11.2008 - 11.2009
Units in Bachelor of Fine Arts Major in Advertising - undefined
University of the East
01.2005 - 04.2010
Units in Bachelor of Science Major in Nursing - undefined
Manila Central University
01.2004 - 04.2005