Antonio Acuna Jr.
Technical Resolution Specialist
Lilo-an, 09433344111,Cebu
Summary
Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills.
Overview
18
18
years of professional experience
Work History
Freelance Computer Technician
Odesk
10.2023 - Current
- Finding clients and managing their workload
- Overseeing emergency repairs of computers and systems as well as performing routine maintenance to preserve data, create data backups, and train workers on new programs or equipment
- Inspecting, analyzing, and troubleshooting client systems and equipment
- Running tests and interpreting the results to make effective recommendations to fix faulty or broken equipment
- Sourcing replacement parts and negotiating costs with suppliers and clients during repairs.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Recommended new and replacement hardware and software purchases.
- Linked computers to network and peripheral equipment.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
Site Supervisor and Safety Officer 3
JASA Construction Cebu
02.2023 - 09.2023
- Assisting and supervising engineers and architects on daily tasks
- Ensuring safety protocols are observed
- Identifying and monitoring hazardous situations on site.
- Maintained records and logs of work performed and materials and equipment used.
- Trained new team members on site policies and procedures.
- Worked with personnel and managers to meet strict timelines.
- Oversaw personnel safety and efforts at work site.
- Supervised material usage and contractor man-hours to keep projects in line with budgetary restrictions.
- Developed work schedules for team members to maximize shift coverage.
- Implemented best practices and safe operating procedures.
- Conducted thorough quality assurance checks on completed work, ensuring compliance with industry standards and client requirements.
- Achieved timely completion of projects by coordinating with contractors and ensuring adherence to schedules.
Claims Officer
Collabera Technologies Private Limited, Inc. (Hybrid)
03.2022 - 02.2023
- Assisting clients with their car insurances and issues
- Helping them renew their car insurances and benefits
- Developing and creating solutions to clients' issues
- Reviewing claims submissions, verifying information, record keeping, assessing claims requests, upholding insurance policies, and processing claims payout
- Dealing with and communicating with customers.
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Reduced claims processing time by streamlining documentation and communication procedures.
Admin Manager, Safety Officer 3
OP Architects
05.2018 - 11.2021
- Supervising the day-to-day operations of the administrative department and staff members
- Hiring, training, and evaluating employees and taking corrective action when necessary
- Developing, reviewing, and improving administrative systems, policies, and procedures.
Executive Healthcare Consultant
EXL Services Incorporated - Healthcare Account (Aetna)
09.2013 - 04.2017
- Provides assistance to clients regarding their concerns on their claim status
- Assists clients on how they can utilize their health insurance plan
- Develops a deep understanding of customer needs and wants
- Identifying effective solutions in real-time
- Establishing executive relationships with clients.
- Leveraged data analytics tools to evaluate patient outcomes and support evidence-based decision making at all levels of care provision.
- Streamlined administrative processes to reduce wait times and improve overall patient satisfaction.
Customer/Technical/Sales Support Representative (Hybrid)
Botechnology Incorporated
01.2010 - 06.2013
- Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements
- Delivering efficient customer support on large accounts, with the ability to be proficient in customer-facing systems
- Being solution-oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers
- Maintaining an in-depth level of knowledge regarding product offerings, network capabilities, and positioning them as strategic solutions in a business environment
- Applying technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting.
Technical Sales Support Specialist (DELL)
Telus International Philippines
11.2006 - 12.2009
- Provides first-two technical support on Dell supplied products and/or peripherals using documented procedures and available tools
- Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product
- Uses troubleshooting techniques and tools to identify technical defects/issues
- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of the incident
- Maintains knowledge of Dell's product line and service offerings along with future industry products and technologies
- Attends required technical training sessions and makes effective use of assigned lab time
- Complies with schedule adherence to ensure overall service level targets are achieved
- Identifies and provides input on unique or recurring customer problems.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Bachelor of Science in Computer Science -
STI-Cebu
04.2000
Computer Technician Education
TESDA-Cebu
Lahug, Cebu City07.1999
Associate of Science - Computer Technology
STI-Cebu
Lahug, Cebu City03.1998
Computer Programming - 2yrs - Computer Programming
STI-Cebu
03.1998
Skills
- Computer Assembly
- Desktop and laptop installations
- Computer Troubleshooting
- Installation and Repair
- Customer Service
- Analytical Thinking
- Technical Analysis
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Call center experience
- Policy Adherence
- Multitasking and Organization
Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Company CultureHealthcare benefitsCareer advancementWork-life balanceQuote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
Freelance Computer Technician
Odesk
10.2023 - Current
Site Supervisor and Safety Officer 3
JASA Construction Cebu
02.2023 - 09.2023
Claims Officer
Collabera Technologies Private Limited, Inc. (Hybrid)
03.2022 - 02.2023
Admin Manager, Safety Officer 3
OP Architects
05.2018 - 11.2021
Executive Healthcare Consultant
EXL Services Incorporated - Healthcare Account (Aetna)
09.2013 - 04.2017
Customer/Technical/Sales Support Representative (Hybrid)
Botechnology Incorporated
01.2010 - 06.2013
Technical Sales Support Specialist (DELL)
Telus International Philippines
11.2006 - 12.2009
Bachelor of Science in Computer Science -
STI-Cebu
Computer Technician Education
TESDA-Cebu
Associate of Science - Computer Technology
STI-Cebu
Computer Programming - 2yrs - Computer Programming
STI-Cebu
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