Mark Anthony Edejer
San Juan
Summary
To obtain a position that will enable me to use and enhance my Professional knowledge and skills.
Overview
19
19
years of professional experience
4
4
Certificates
Work History
(QA) Quality Advocate
T-Mobile Account
03.2022 - 12.2023
- to ensure that support agents meet customer needs and address all feedback effectively.
- Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
Contribute to call calibration sessions to evaluate agent performance. - Identify lapses in agents’ performance and provide constructive feedback for improvement.
Engage in customer listening to identify customer pain points and expectations. - Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
Serve as an intermediary for escalations from agents and customers.
Customer Engagement Specialist
T-Mobile Account
05.2021 - 03.2022
- To resolve our customer’s concern and to make sure that all the issue were addressed and acknowledged.
Technical Field Engineer
ASPEX Inc. (Assigned at Department of Education)
08.2012 - 07.2019
- (a) Installation and repair and maintenance of servers, PCs, peripherals, connections, (b) Technical assistance to users with difficulties concerning the use of computer hardware and software (c) Maintenance of security over access to computers, peripherals, data and files and (d) Protection of entire network from virus and other threats
Permitting Staff
Sky Cable
06.2011 - 05.2012
- In the Field: 1.) Securing Permits for the Broadband expansion Projects
- 2.) Attends and participates in meetings as required
- In the Office: Performs different administrative tasks such as Processing, Filling out paper works, maintaining records and files
- Sorting, Tallying, Encoding and Monitoring of Statement of Electric Bills for our Sky/Home Cable’s Power Supplies
- Preparing request for check payments to be signed by our department manager and head
- Ensures the work area and documents are properly organized, clean, secure and well maintained.
CET Computer Equipment Technician /IT
Landmark / CitySuper Incorporated
10.2007 - 04.2008
- Ensures effective computer and POS network system and database by assisting users with computer functionalities and technical issues, routine system maintenance and, backing up systems and applications
- Analyzes and troubleshoots hardware/software problems on both PC and POS, Monitors LAN performance in every workstation and ensures access to the server
- Responsible for (a) Installation and repair and maintenance of servers, PCs, peripherals, connections, (b) Technical assistance to users with difficulties concerning the use of computer hardware and software (c) Maintenance of security over access to computers, peripherals, data and files and (d) Protection of entire network from virus and other threats
(QA) Quality Assurance
Data Verifier and Encoder
05.2005 - 08.2005
Education
Skills
POS
Red Hat Linux
MS Office (Excel, Word, Access, nd PowerPoint)
HTML (Hypertext Markup Language)
JavaScript
Visual FoxPro
Visual Basic
Macromedia Flash 5
ArcSoft Photostudio 2000
Wisdom-soft Motion Studio
Windows Movie Maker
Software and Hardware Troubleshooting
Networking
Installing, Configuring and Administering Microsoft Windows 2000 Professional
Windows 7 Professional
Windows 10
Typing speed: 40 WPM
Certification Id
10320275
Educational Attainments
- AMA Computer College, 2007, BS Computer Science
- Jose Rizal University, 2002, High School
- Phillippine Chen Kuang High School, 1998, Elementary
Awards
- (MCSA) Microsoft Certified Solution Associate November 2014
- (MCITP) Microsoft Certified IT Professional November 2014
- (MCTS) Microsoft Certified Technology Specialist October 2013
- (MCP) Microsoft Certified Professional February 2006
- Quiz Bee Champion - November 2005
Organization
AMA Computer College, 2005, 4th Year Representative
References
- Wayne Cox, Choice Hotels International, Back-Up Administrator, (480) 286-3971
- Rey Tan, Ateneo Graduate School of Business, Ateneo Information Technology Institute (Graduate School Faculty), EQUICOM, System Integrator / Business Development / eBusiness Consultant
- Alfred Santos, Sky Cable Corp., Operation Support Service (Supervisor), Landline: 381-0000 / 636-9292 loc. 5867, Mobile: 0919-6035652
Training
- Microsoft Windows 7, 09/2013, CNCTC Makati
- Seminar in Current Trends in IT, 03/05/2003, Baguio City
- Victoria Court, 10/2005, Pasig City, Attending some secretarial / clerical jobs such as typing correspondences and office report, receiving calls, photocopying, sorting of files and filing of documents, encoding of applicants data in HRIS and ISA.
Certification
MCP Microsoft Certified Professional
Timeline
(QA) Quality Advocate
T-Mobile Account
03.2022 - 12.2023
Customer Engagement Specialist
T-Mobile Account
05.2021 - 03.2022
Technical Field Engineer
ASPEX Inc. (Assigned at Department of Education)
08.2012 - 07.2019
Permitting Staff
Sky Cable
06.2011 - 05.2012
CET Computer Equipment Technician /IT
Landmark / CitySuper Incorporated
10.2007 - 04.2008
(QA) Quality Assurance
Data Verifier and Encoder
05.2005 - 08.2005