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Summary

I am a 2nd Level / Support Coordinator who loves to mentor and develop team members. Initial work was a IT Professor at a prestigious Computer College in the Philippines. Where I honed my communication and teaching skills. Which in turn helped me in my current role, guiding other colleagues in their endeavor for quality IT support. Proud to be one the main trainers for our growing Group of English supporters.

I've worn many hats in my continuos journey, from teacher, website developer, management. I do speak fluent geek, trainer, salesperson, and difficult client. Consider myself as the calm one, with big ideas and properly executes them as that is what matters.

Work History

May 2009Present

Second Level Support Coordinator

One.com

2nd Level IT Technician - resolution of escalated technical issues such as backing up and restoration of websites, script debugging, troubleshooting issues with hosting products and services. Logging, documenting and reporting of issues in coordination with System Administrators and Developers. 


Abuse Specialist - Monitored websites for malware, spamming, DDoS attacks, other malicious activities through analysis of server logs, as well as advising solutions for malware removal. 


Technical Support - Assisted customers regarding their accounts, billing information, usage of the company’s software and products. Also provided technical assistance for website design, HTML and PHP scripting. 


Internal IT - Part of the growing Internal IT of the company.


- Shift supervisory in charge

- Manages and Maintains Computer Network Setup using UNIX and Windows Environment

- Monitoring Level 1 Supporters for Quality Assurance of service

- Assisting clients of One.com with their technical queries via Live chat, or Email in English language

- Assisting clients and fellow Supporters with various scripting matters.

- Monitoring server status.

- Escalating server side matters/bugs to Level 3 support and following up for solution.

- Assisting Level 1 support with complex issues via in-house chat, or E-mail (OTRS).

- Scanning and suspending web spaces containing malware infections, so as to ensure server side safety.

- Maintaining quality of support provided.

- Reporting bugs and errors to development team.

May 2008May 2009

Chat and Email IT Support

One.com

Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information.

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem;

selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Apr 2007Feb 2008

College Instructor

AMA Education System
College Instructor Hired as a full-time teacher following student teaching practicum, instructing all academic subject areas to classrooms of up to 28 Freshmen, Sophomores, Junior and Senior students. Earned high marks for the quality of classroom teaching, lesson plans and instructional materials used in teaching diverse subjects(e.g., JAVA, JSP, SERVLETS, SQL). Served on school committees and taskforces focused on curriculum development, textbook review, and fundraising.

Education

20042007

B.Sc Information Technology

AMA Computer University

Awarded with Best Theses on Graduation

20042006

Professional Diploma in Information Technology

Programming in Java Standard Edition (J2SE)