Rajiv Khan Argonza Cauilan
Senior Technical Support Analyst
Tanza, Province Of Cavite
Summary
Experienced and enthusiastic customer support representative with over a decade in the industry. Started as a technical support specialist for Dell, then advanced to software and sales support. Led a team for Oculus Rift's launch and later became an Operations Supervisor for a phone manufacturing company, overseeing 15-20 Chat Support Representatives providing top-notch customer and technical support.
Overview
18
18
years of professional experience
Work History
Senior Support Technical Professional
Supportware Philippines Inc
04.2019 - Current
- Working as a partner Senior Support Tech for a Parking Solutions Company that caters to advancing Valet operations with Software and Hardware needs to promote better parking experience and increase profitability for US/Canada based sites such as Casinos, Hospitals, Universities Hotels and various parking based establishments.
- We also Assist in resolving Account related issues for site administrators, guests and facility companies from different fields and establishments.
- We provide out of the box support such as but not limited to PCI Compliance Hit List completion and clearance, Data Confirmation, Computer Data Migration, On Prem Server and database setup, Custom API Analysis and configuration to support 3rd party integration, Cloud based server troubleshooting, Server Data backup, Installation of custom application provided by the parking company and linking databases between units.
- We provide technical assistance and troubleshooting for issues with Point of sale computers, Personal Computers, Printers such as Thermal and DYMO Labelers, ELO Touch Monitors, TV and Wait Time monitors, Door rolling and Bi-folding ARMs Parking Gates, Credit Card readers hardware components and setup.
- Provide remote troubleshooting through QuickAssist, Logmein, Webex, GotoAssist, AnyDesk, BOMGAR and custom VPN (VNC, Cisco Anytime Connect, Securelink).
- Troubleshoot and configure custom IP camera connections to Gates and Point of Sale computer units.
- As a senior tech, I assist my colleagues with their tickets and create as needed tech or troubleshooting guides for emerging issues.
- Main contact for multiple services that encounters a site wide outage and in charge of reaching out to 3rd party support to coordinate troubleshooting and facilitate meetings to include all parties involved for an expedited resolution.
Team Leader for Conduent Ph.
Conduent Ph.
Metro Manila
01.2017 - 09.2018
- Handled 15-20 Technical Support/Customer Care Chat Support for a mobile company.
- Participated in Weekly Meetings and Monthly and Quarterly QA Calibration.
- Tasked as QA support to monitor Advisor/Agent Efficiency on handling their chat sessions.
Team Leader for Oculus Rift Support
Oculus Rift
Metro Manila
10.2014 - 10.2016
- Promoted to handle a group of 8 bilingual representatives support customer communicating through the Asia Pacific Region.
- Supervises technical and customer service support.
- Handling customers facing errors for both Hardware and Software aspects of the device.
- Directly communicated with the clients for weekly reports and weekly meetings.
- Collaborated with other international sites to calibrate Quality Assurance guidelines that will be followed across all Oculus Locations.
- Created reports depending on Client needs or Focus for the Given month.
Customer Support for DELL Consumer Warranty Sales
Etelecare/Stream Global Services
Metro Manila
02.2011 - 10.2014
- Creating Outbound calls and presenting options for extending Hardware to Software Contracts from DELL
- Recommended solutions services depending on the customer's technical needs.
- Point person for Technical Inquiries within the program as well as clarifications on DELL policies regarding warranty replacements and repair.
- Point person for fixing workstation problems that include Agent Tools and applications needed for work.
- Handled new/Pilot programs or campaign for different sales strategies.
- - Tasked to be the SME(Subject Matter Expert) for the whole program catering to around 100+ agents
- In which the main task is to guide and support agents when customers have inquiries on technical speciation of the products seen to the dell website.
- Handled escalations and preemptive escalation if the agent and customer is not able to properly describe the products they are inquiring about.
- Handled Up-training for agents already on the operations or New Hires currently on Product Specific Training.. Teach either new products or new sales techniques provided by the client.
- - Was given the opportunity to handle 3 waves of NEW Hire classes
- - Teach new hires sales techniques and product specific learning
- - Create presentations using Microsoft PowerPoint about these topics.
- - Generate exams and coach new hire agents on KPIs and their area improvements.
TSR for the DELL Solution Station (Paid Advanced Software Support)
Etelecare/Stream Global Services
Metro Manila
06.2010 - 02.2011
- Provided over the phone troubleshooting for advanced software troubleshooting
- Offered troubleshooting ranging from virus/spyware/malware removal to 3rd party accessory/application installation
- E.g. ms outlook error, ad-hoc problems, blackberry synchronization with dell units
- Upselling accessories ranging from memory upgrades to processor replacements.
TSR for Hardware Related Problems for DELL Computers
Etelecare/Stream Global Services
Metro Manila
02.2008 - 06.2010
- Provided over-the-phone technical troubleshooting and warranty policy review
- Provided L1 technical support for both Corporate and Business Groups and Small Office Businesses
- Troubleshot and recommended or performed solutions
- Did remote assistance when necessary
- Catered to all Dell Units from Desktops to Laptops to accessories
- Provided support for basic networking on home units
- Was provided dispatching rights for parts replacements.
On-Site/On-Call Repair Technician
LDS Computer Internet/Repair Services
Tuguegarao City
07.2007 - 01.2008
- Handled in home repair for desktop units
- Troubleshot and suggested parts replacements onsite
- Drafted PC builds for customers who wanted to create their own custom PCs
- Reinstalled OS windows 98/XP and several minor applications
- Fixed and managed simple network for the company
Education
BS - Computer Engineering
University of Saint Louis Tuguegarao
Tuguegarao City, CagayanSkills
Customer support
IT troubleshooting
IT infrastructure management
Software development
Information security
Network administration
Software testing
Training and mentoring
Hardware maintenance
Network security
Teamwork
Teamwork and collaboration
Network support
Problem-solving
Microsoft windows and office
Technical issues analysis
Help desk support
Basic Qualities
- Team player
- Complies before complaining
- Understands rationale behind actions and problems
Hobbies
Learning Japanese, Aiming to go up to N2 Level at least. Currently in Base N5
Learning Python Developing, hopping to finish the base course within the year and create my own weather app based off online API data
Timeline
Senior Support Technical Professional
Supportware Philippines Inc
04.2019 - Current
Team Leader for Conduent Ph.
Conduent Ph.
01.2017 - 09.2018
Team Leader for Oculus Rift Support
Oculus Rift
10.2014 - 10.2016
Customer Support for DELL Consumer Warranty Sales
Etelecare/Stream Global Services
02.2011 - 10.2014
TSR for the DELL Solution Station (Paid Advanced Software Support)
Etelecare/Stream Global Services
06.2010 - 02.2011
TSR for Hardware Related Problems for DELL Computers
Etelecare/Stream Global Services
02.2008 - 06.2010
On-Site/On-Call Repair Technician
LDS Computer Internet/Repair Services
07.2007 - 01.2008
BS - Computer Engineering
University of Saint Louis Tuguegarao
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