Highlights of Qualifications

Proven experience on troubleshooting backbone and customer end router.

Customer handling and management skills.

Solid industry experience on contact center as technical/network engineer and as SME/escalation manager.

Ability to work grace under pressure and minimal supervision with positive outputs, team player with aptitude to supervise and co-ordinate and competent to work in fast-paced environment.

Work History

Work History
Jan 2011 - Jun 2011

Technical Support

Orchid Cybertech - TPG Telecom
  • Responsible in resolving internet issues
  • Troubleshooting LAN network
  • Checking router/modem configuration
  • Analyzing customer issue and doing the proper troubleshooting
  • Escalating issue if necessary
  • Answering customer queries or concern
May 2009 - Jan 2011

Subject Matter Expert/Escalation Manager

Sykes Asia Inc. - AT&T MIS (Managed Internet Service)
  • Responsible in resolving intermittent circuit issues, working with vendors, site contacts and internal IT to resolve issues
  • Responsible in answering e-mail and call escalations and ensuring customer that issue is being work on properly or do necessary troubleshooting
  • Acknowledging escalations
  • Responsible in deciding if issue will be tag as priority
  • Reviewing circuit issues for possible acceptance in chronic circuits
  • Investigating and resolving latency, routing issues
  • Monitored performance statistics and circuit errors for network issues and do necessary troubleshooting
  • Investigating for possible LAN issues
  • Checking customer AT&T managed router for configuration and troubleshooting purposes
  • Answering queries/question from team members
  • Coaching team members for work development
  • Generate daily report
Aug 2006 - May 2009

Technical Support Professional

Sykes Asia Inc. - AT&T MIS (Managed Internet Service)
  • Responsible in checking circuit status for troubleshooting purposes.
  • Responsible in sending circuits for intrusive or non-intrusive isolation to resolve network issues.
  • Answering customer queries or concern.
  • Responsible in resolving circuit issues, working with site contact if necessary to further isolate the network problem
  • Responsible in verifying customer information such as out of band # (if needed) extended demarc (if any) power and internal wirings to further isolate the issues
  • Initial diagnose of the network problem
Nov 2007 - Jan 2008

Technical Support Professional

Sykes Asia Inc. - AT&T Out of Band Project EMEA Region
  • Global support for out of band connection
  • Troubleshoot out of band connection for corporate clients
  • Verifies that out of band line is connected to correct router
  • Troubleshooting modem issues
  • Responsible in sending out technician to replaced/troubleshoot modem
  • Configuring modem
Oct 2004 - Feb 2005

Product Support Representative

  • Resolved hardware issues for Linksys products for Small Office and Home Office devices
  • Assisted customers on out-of-the-box configuration for Linksys wireless routers, access points, LAN cards, cable and DSL modems. Ensured network connectivity and full functionality
  • Assisted customers to various WLAN connectivity issues with desktops, notebooks and game consoles
  • Assisted customers to various application connectivity issues installed in various OS (Windows and Mac)



Bachelor of Science in Electronic Communication Engineering

AMA Computer University