Open To Work
Myzil Patenio
Dumaguete
Summary
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Retail Technical Support Engineer
WFH Direct
01.2023 - 03.2025
- Monitored and triaged ticket queues, prioritizing incoming issues based on severity and business impact to ensure timely and effective resolution in accordance with SLAs.
- Managed and documented technical issues and resolutions, maintaining accurate records to support knowledge base development and continuous improvement initiatives.
- Provided real-time remote support to field technicians, assisting with diagnostics, work orders, troubleshooting tools, and order processing to ensure efficient on-site resolutions.
- Handled inbound calls from technicians and vendors, gathered client information, documented reported issues, and generated service tickets for proper tracking and resolution.
- Coordinated with Incident and Logistics teams to ensure timely updates on part status, ticket progress, and escalations for high-priority or urgent cases.
- Supported site check-in/check-out procedures, managed time extension requests, and escalated issues beyond the scope of support to the appropriate teams.
- Ensured seamless handling of escalations and critical incidents by maintaining proactive communication with internal departments, external vendors, and stakeholders.
- Collaborated with vendors and internal teams to resolve complex issues, ensuring parts availability and resource readiness to meet operational requirements in retail environments.
IT Service Desk Analyst
POS McDonald's
08.2016 - 01.2023
- Serve as the first point of contact for technical support, handling incident intake, categorization, and prioritization to ensure fast response times.
- Provide remote troubleshooting and support for POS systems, including hardware, software, network issues, terminals, printers, back-office devices, and cashless payment systems.
- Manage incident lifecycle: log, assess, diagnose, resolve, or escalate tickets following triage protocols and SLA guidelines.
- Apply standard fixes and workarounds; escalate complex issues to Tier 2/3 or vendor support teams.
- Communicate clearly with end users, field technicians, and internal teams to provide updates and technical guidance.
- Assist with system configurations, routine maintenance, and device readiness for deployment.
- Maintain detailed documentation of issues, resolutions, and processes in ticketing systems for knowledge sharing and continuous improvement.
CSR/Technical Support
Verizon Wireless
12.2013 - 08.2016
- Provided advanced support for internet connectivity, troubleshooting device configurations, and email setup.
- Assisted with Plain Old Telephone Service (POTS) issues and provided support for new order installations.
- Supported customers with troubleshooting, setup, and configurations for various devices and services.
- Delivered solutions to both business and consumer customers, ensuring customer satisfaction through effective problem resolution.
- Managed and escalated unresolved technical issues, ensuring timely resolution by the appropriate teams.
Customer Service Representative
Qualfon, Inc.
01.2012 - 01.2013
- Assisted customers with activating mobile plans and processing service orders for device replacements.
- Created tickets, processed order and refund requests, and handled escalations to ensure efficient resolution of issues.
- Conducted follow-up callbacks to address concerns and ensure overall customer satisfaction.
Education
Bachelor of Science - Nursing
Negros Oriental State University
01.2011
Associate of Science - Graduated Medical Dental Nursing Assistant
Negros Oriental State University
Negros Oriental 03-2009
Skills
- Technical support expertise
- Effective communication skills
- Incident management
- Process documentation
- Collaborative teamwork
- Technical support proficiency
- Effective time management
- Issue escalation coordination
Certification
- ITIL Certified - 2018
- HIPAA Training Certificate
- Medical VA Certificate
- Insurance Verification & Prior Auth Certificate
- Patient care coordinator Certificate
- Telemedicine Certificate
- Medical Coding Certificate
- Medical Transcription Certificate
- Medical Billing & Introduction to coding Certificate
- Dental VA Certificate
- Phone Handling Certificate
Language
English
Tagalog
Cebuano
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeLocation Preference
RemoteSalary Range
₱0/hr - ₱1000/hrTimeline
Retail Technical Support Engineer
WFH Direct
01.2023 - 03.2025
IT Service Desk Analyst
POS McDonald's
08.2016 - 01.2023
CSR/Technical Support
Verizon Wireless
12.2013 - 08.2016
Customer Service Representative
Qualfon, Inc.
01.2012 - 01.2013
Bachelor of Science - Nursing
Negros Oriental State University
Associate of Science - Graduated Medical Dental Nursing Assistant
Negros Oriental State University
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