Richie Flores
Pavia
Summary
Highly-motivated individual who can provide product support to users. Answering complex questions on function and usage. Proactively keeps a user informed of how and when problems are resolved with focus on retention and reference ability. Desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Technical Support Expert
Asurion
Iloilo
05.2021 - 08.2024
- Providing technical expertise on inbound calls from customers on both LG Premium Care and The Home Depot
Customer Service Representative
Nearsol
Iloilo
09.2019 - 04.2021
- Offered advise and assitance to customers, collecting payments, payment arrangements.
Service Desk Analyst
Crawford & Company
Iloilo
02.2019 - 08.2019
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Performed basic server maintenance tasks such as patching, upgrading firmware: MS Configuration Manager, NinjaOne, and SysAid.
- Generally, used tools such as MiTel, ServiceNow, MS Azure, CiscoAnyConnect, Good Mobile Enterprise, Bomgar, KeepitTight, SWIFT, RSA, LotusNotes.
Business Application Support Analyst
Jones Lang LaSalle
BGC, Taguig
07.2018 - 01.2019
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs; such as Acronis, Rubrik. Data backup recovery tools like MS Azure and AWS.
- Used Zendesk, ServiceNow, FreshDesk to track, maintain and update trouble tickets.
- Strong relational to database skils such as MongoDB, Oracle, MySQL, MSQL.
- Experienced in AWS Storage, other database tools like S3,Dynamo, and CloudWatch.
Help Desk Technician 2
Stefanini
Blue Bay Walk, Pasay
09.2013 - 07.2018
- Used ServiceNow ticketing system to manage and process support actions and requests.
- Develop and tested product offerings prior to release to assist development team in bug identification such as Jira, BugHerd, and zipBoard.
- Experienced with tax and accounting tools like Sage, OracleNetsuite, SAP HANA, Workday Financial Management, UFile, and OneSource.
- Coached and trained end-users functions, features and basic troubleshooting of software such MySQL, ServiceNow, GoodMobile Enterprise.
- Experienced with shell scripting on basic UNIX platforms.
Technical Support Representative
Intertouch
BGC, Taguig
10.2010 - 08.2013
- Provided documentation and troubleshooting to internet connectivity to support desk staff and hotel guests.
Customer Service Representative
KGB Conduit
Ayala, Makati
05.2007 - 04.2010
- Provided phone number for residential and business listings to customer; restaurant reservations, train timetables.
Education
Bachelor of Science - Education
West Visayas State University
Iloilo 10.2006 - 03.2007
BS in Commerce -
Western Institute of Technology
IloiloSkills
Sage, Workday Financial Management, Tableaue, AWS, IAM solutions, Jira, Lexis Nexis, SAP S/4 Hana ,ServiceNow Management Suite, MS Azure PowerShell, MySQL, NinjaOne, Dynamo, UFile, OneSource Tax, EY Canvas, Acronis, Rubrik, Oracle Netsuite, MongoDB
Personal Information
Timeline
Technical Support Expert
Asurion
05.2021 - 08.2024
Customer Service Representative
Nearsol
09.2019 - 04.2021
Service Desk Analyst
Crawford & Company
02.2019 - 08.2019
Business Application Support Analyst
Jones Lang LaSalle
07.2018 - 01.2019
Help Desk Technician 2
Stefanini
09.2013 - 07.2018
Technical Support Representative
Intertouch
10.2010 - 08.2013
Customer Service Representative
KGB Conduit
05.2007 - 04.2010
Bachelor of Science - Education
West Visayas State University
10.2006 - 03.2007
BS in Commerce -
Western Institute of Technology