Summary
Overview
Work History
Education
Timeline
Generic
Pritz John Lina

Pritz John Lina

Technical Support Representative
Caloocan City

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work History

Software Associate

Compass
08.2022 - 11.2022
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Analyzed work to generate logic for new systems, procedures and tests.
  • Corrected, modified and upgraded software to improve performance.
  • Created proofs of concept for innovative new solutions.

Quality Analyst

Sykes
Taguig
02.2022 - 11.2022
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Developed and maintained quality assurance procedure documentation.
  • Used PowerPoint to create presentations, flowcharts and graphs detailing data analysis results.
  • Monitored KPIs to proactively address bottlenecks and quality issues.

Technical Support Representative II

Sykes
Taguig City
11.2019 - 02.2022
  • Offered assistance in implementing and developing training programs.
  • Handle escalation and provide advance troubleshooting steps to Tier 1 representative.
  • Create ticket for complex issues to be coordinated to the Engineering team.
  • Provide coaching points and cascade the latest update on the knowledge base.
  • Answer sup calls and assess the customer if we can make an exception base on the knowledge base.
  • Provide technical compensation and coordinate to finance team with detailed invoices.

Technical Support Representative I

Sykes
Taguig City
05.2019 - 11.2019
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Used ticketing systems such as Salesforce to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions and functionality of the device to end user.
  • Documented support interactions for future reference.
  • Diagnosed and troubleshot hardware, software and network issues.

Technical Support Representative

TTEC
Novaliches Quezon City
08.2014 - 04.2019
  • Managed high levels of call flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.


Education

Information Communication Technology - Information Technology

Colegio De Sta. Teresa De Avila
Quezon City Philippines
06.2011 - 05.2013

Timeline

Software Associate

Compass
08.2022 - 11.2022

Quality Analyst

Sykes
02.2022 - 11.2022

Technical Support Representative II

Sykes
11.2019 - 02.2022

Technical Support Representative I

Sykes
05.2019 - 11.2019

Technical Support Representative

TTEC
08.2014 - 04.2019

Information Communication Technology - Information Technology

Colegio De Sta. Teresa De Avila
06.2011 - 05.2013

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Pritz John LinaTechnical Support Representative