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
undefinedTimeline
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
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