Wilbert Lampad
Quezon City
Summary
Adept at technical troubleshooting and remote diagnostics, I enhanced customer satisfaction and first-call resolution rates at CSS Corp ICT Services. My expertise in network administration and customer support, coupled with a proactive approach, significantly improved team performance. My analytical thinking and ability to train new hires underscore my dual strengths in hard and soft skills.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Acquire BPO
2024.04 - 2024.11
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot VOIP devices, network, RingCentral App mobile or desktop version.
- Configured hardware, devices, and software to set up work stations for employees.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Resolved technical support inquiries per day.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Tier 2 Technical Support Representative
Afni Inc, Verizon
2022.04 - 2024.04
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Assisting customers with various hardware related issues.
- Handling and supporting hardware devices such as IP Phone, computer, gateway and smartphone.
- Strong familiarity with Telecommunication industry
Technical Support Engineer
CSS Corp ICT Services
2020.06 - 2022.03
- Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
- Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Served as a subject matter expert within the account for specific technologies or products, sharing knowledge with new employees.
- Helped customers to troubleshoot network issues such as drop, slow or no internet connection.
- Assisted customers to set a schedule for a Technician Visit.
Internet Technical Support Representative
Teleperformance
2018.04 - 2020.02
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
- Ensured a high level of customer satisfaction with prompt resolution of software, hardware, and network problems.
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
- Used ticketing systems to manage and process support actions and requests.
- Monitored network hardware operations to evaluate proper configuration.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Designed and evaluated WAN and LAN connectivity technologies.
Customer Service Representative
Concentrix
2016.06 - 2018.12
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers for order taking.
- Helped customers to troubleshoot their devices purchased in Amazon such as tablets, Alexa and Fire Stick.
- Assisted customers to track orders and provide an accurate information.
Education
Bachelor of Science - Business Administration in Marketing Management
Polytechnic University of The Philippines
Sta. Mesa, Metro Manila2016-04
High School Diploma -
Quezon City High School
Quezon City 2013-05
No Degree -
Pinyahan Elementary School
Quezon City, Metro Manila, Philippines2009-04
Skills
- Technical troubleshooting
- Remote support/diagnostics
- Customer support
- Telecommunications
- Network administration
- Advanced troubleshooting
- Analytical thinking
Timeline
Technical Support Specialist
Acquire BPO
2024.04 - 2024.11
Tier 2 Technical Support Representative
Afni Inc, Verizon
2022.04 - 2024.04
Technical Support Engineer
CSS Corp ICT Services
2020.06 - 2022.03
Internet Technical Support Representative
Teleperformance
2018.04 - 2020.02
Customer Service Representative
Concentrix
2016.06 - 2018.12
Bachelor of Science - Business Administration in Marketing Management
Polytechnic University of The Philippines
High School Diploma -
Quezon City High School
No Degree -
Pinyahan Elementary School