Paulo Orlina
Technical Support Engineer
Cabuyao, Province Of Laguna
Summary
Driven and adept Technical Support Engineer with a proven track record at Nice Philippines, I excel in troubleshooting and workforce management, ensuring high customer satisfaction. Skilled in both technical diagnostics and effective communication, I significantly enhance user experience and operational efficiency without exceeding a single numerical percentage in achievements.
Overview
13
13
years of professional experience
Work History
Technical Support Engineer
Nice Philippines
06.2019 - Current
- Assumed full responsibility for resolving customer technical issues from initial report to final resolution.
- Diagnosed and fixed system issues effectively
- Troubleshot errors, ensuring customer satisfaction
Intermediate Product Support Specialist
OpenText Philippines
02.2015 - 07.2018
- Assisting users with product issues and concerns and communicating steps to resolve problems.
- Identifying and analyzing problems with software and hardware, including failures, bugs and system issues.
- Reporting issues and user concerns to leadership.
Customer Service Associate
Bank Of America Philippines Inc.
06.2013 - 10.2014
- Gathering information from the Customer Service Manager and other departments to accurately answer customer enquiries
- Connecting customers with complex enquiries to their Customer Service Manager
- Following up complex customer enquiries to confirm resolution
Customer and Technical Support Representative
Concentrix ( Formerly Convergys )
10.2011 - 06.2013
- Answering phone calls or emails from customers who are having trouble with their device.
- Support personnel in charge with diagnosis of the problem and offer advice on how to fix it, or perform a repair if necessary
Education
Associate of Science - Information Technology
Colegio De San Juan De Letran Calamba
Calamba, Province Of Laguna, Philippines 05.2001 -
Skills
Troubleshooting Skills
Workforce Management Skills
Communication Skills
Accomplishments
- Kepner-Tregoe Troubleshooting Foundations
Kepner-Tregoe
Timeline
Technical Support Engineer
Nice Philippines
06.2019 - Current
Intermediate Product Support Specialist
OpenText Philippines
02.2015 - 07.2018
Customer Service Associate
Bank Of America Philippines Inc.
06.2013 - 10.2014
Customer and Technical Support Representative
Concentrix ( Formerly Convergys )
10.2011 - 06.2013
Associate of Science - Information Technology
Colegio De San Juan De Letran Calamba
05.2001 -
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