LogMeIn Rescue
Rick John Fuentes
Senior Technical Support Specialist
Dasmarinas, Province Of Cavite
Summary
Professional Technical Support Specialist with a strong focus on delivering results and ensuring client satisfaction. Expertise includes troubleshooting complex technical issues, providing exceptional customer service, and implementing effective solutions. Known for strong collaboration skills, flexibility in adapting to changing needs, and reliability.
Proficient in system diagnostics, network configuration, software integration, and website building using content management systems (CMS). Experienced in customizing e-commerce, event and registration websites, ensuring functionality, brand consistency, and user-friendly design. Passionate about fostering teamwork, driving productivity, and enhancing the overall user experience.
Overview
7
7
years of professional experience
Work History
Senior Technical Support Specialist
Outsourced
11.2024 - Current
- Assisted new and existing clients in building their websites.
- Assisted clients in designing their website using the platform's theme editor and CSS/HTML.
- Offer guidance on website SEO best practices and strategies to improve Google search rankings.
- Support clients in setting up and managing Google services, including Google Analytics, Google Merchant Center, and Google Ads.
- Guided clients through the setup and configuration of custom domains, including DNS record management.
- Assisted clients in using various built-in platform apps.
- Guided clients in effectively utilizing various built-in applications within the platform.
- Provided support for integrating various applications through API connections.
- Performed bug analysis and diagnosis, escalating issues to the appropriate development or engineering teams.
Support Specialist
HGS - Hinduja Global Solutions
05.2021 - 06.2024
- Supported clients in building and customizing their event and registration websites to align with branding and event goals, using CMS tools.
- Assisted clients in customizing their website on desktop view and using mobile apps.
- Assisted clients in all platform-related inquiries.
- Performed daily UAT (User Acceptance Testing) to ensure that the platform/software is working as intended.
- Performed bug and incident analysis and diagnosis, escalating issues to the appropriate development or engineering teams.
- Assisted clients in using the platform's mobile apps, such as branded apps, native apps, onsite apps and the lead capture app.
Tier 2 Technical Support Specialist
Teletech Telstra
02.2018 - 04.2021
- Provided support for complex technical issues involving a range of devices, including computers, printers, scanners, and mobile devices, as well as internet (NBN) and landline connectivity problems.
- Troubleshoot and fix software and hardware problems across PCs, Macs, tablets, and smartphones.
- Assisted in setting up a complex gaming console.
- Diagnose and resolve issues with email accounts, cloud storage, operating systems, and apps.
- Assist customers in setting up new devices (laptops, phones, smart TVs, modems, printers, etc.).
- Help with connecting and syncing smart home devices (e.g., Google Home, Alexa, smart lights).
- Provide assistance with Windows, macOS, Android, and iOS.
- Support common applications like Microsoft Office, email clients, browsers, and cloud services.
- Help with software installation, updates, and basic usage guidance.
- Basic billing and upselling of products and services
Education
BS International Hospitality Management
Lyceum of The Philippines University
CaviteSkills
Technical issues analysis
Desktop and mobile application support
Website building
Incident management
Software diagnosis
Software
Windows Diagnostic Tools
EventMobi
IDLOOM Events
Jira
Phabricator
Shopwired
Jira
Google Workspace / Microsoft Office 365
Timeline
Senior Technical Support Specialist
Outsourced
11.2024 - Current
Support Specialist
HGS - Hinduja Global Solutions
05.2021 - 06.2024
Tier 2 Technical Support Specialist
Teletech Telstra
02.2018 - 04.2021
BS International Hospitality Management
Lyceum of The Philippines University
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