MY CAREER JOURNEY

Far Out Solutions

7005 University Blvd, Winter Park, FL 32792, United States
November 2022 to August 2024
Remote (Home-Based Work)

Responsibilities:

• Managed and resolved escalated client-reported network issues, ensuring high-quality support and operational efficiency.

• Provided advanced troubleshooting for complex network problems, collaborating with clients to evaluate and solve technical issues.

• Analyzed existing systems and user needs to recommend and implement necessary system changes, enhancing performance and reliability.

• Configured and supported internal and external networks, developing and maintaining systems, applications, security, and configurations.

• Proactively identified and resolved network performance issues, recommending upgrades and patches to enhance functionality.

• Maintained accurate documentation of completed work using an incident-tracking application.
    

Accomplishments:

• Developed a template for documenting issue resolutions, recognized by management and implemented team-wide, improving documentation consistency.

• Received exceptional positive feedback from high-management clients, reflected in Google Reviews and emails, highlighting strong client support.

• Suggested and implemented a revised onsite technician workflow, leading to more efficient and organized processes.

Far Out Solutions
7005 University Blvd, Winter Park, FL 32792, United States
November 2022 to July 2024
Remote (Home-Based Work)

Responsibilities:

• Managed the AutoTask ticketing system for efficient issue tracking and resolution.

• Configured networks (TP-Link Omada, Ubiquiti/UniFi, Cisco Meraki) and conducted site surveys for optimal performance.

• Installed and set up devices and systems post-delivery for seamless operation and configured software to meet client needs.

• Provided exceptional customer service and effectively communicated with clients, creating and auditing knowledge base resources for improved support.

• Trained and mentored team members to enhance skills and performance, utilizing RMM tools for proactive system management and conducting data integrity audits.

• Set up and troubleshot check scanners, email for Managed Office 365 users, Microsoft Office applications, and network printers.

• Installed and troubleshot property security camera systems, collaborating with technicians to ensure efficient operation.
    

Accomplishments:

• Consistently ranked top in Sales Commission for Technicians and received the "Go Getter" Award.

• Resolved Tier II tickets with a 90-95% accuracy rate, leading to an early promotion to Specialist.

• Successfully retained unsatisfied clients, earning testimonials from higher management.

Nations Info Corp.
Cebu, Banilad Mandaue, Mandaue City, Philippines
April 2020 to December 2021
Remote (Home-Based Work)

Responsibilities:

• Consulted with IT managers and departments to resolve staff and agent IT-related issues, ensuring timely diagnostics and troubleshooting.

• Addressed technical issues related to network interruptions for both onsite and remote staff.

• Managed onboarding and offboarding processes, including account setup and tools registration for staff and agents.

• Conducted training sessions for end-users on hardware functionality and software applications.

• Participated in client meetings to analyze, troubleshoot, and diagnose system issues.

• Monitored hardware, software, and system performance metrics.

• Assisted management in creating training materials for computer troubleshooting and usage.

• Documented processes and performed diagnostic tests, maintaining accurate records.

• Installed, configured, and tested hardware and software on new or existing devices.

• Served as the primary point of contact for end-users and US clients, providing guidance on IT policies and procedures.

VICIDIAL Specialist Responsibilities:

• Created and managed campaigns in VICIDIAL to maximize agent utilization.

• Monitored drop rates and adjusted settings to minimize drops while maximizing agent efficiency.

• Tracked sales, transfers, and connect rates per campaign.

• Acted as the Subject Matter Expert (SME) on VICIDIAL functions and operations.

• Set up campaign lists and uploaded leads for operational effectiveness.

Accomplishments:

• Resolved IT issues promptly, enhancing operational efficiency and user satisfaction.

• Managed onboarding and offboarding processes, ensuring seamless account setups.

• Delivered training sessions on hardware and software, improving user competency.

• Contributed to client meetings, diagnosing system issues and enhancing service delivery.

• Created training materials for troubleshooting, supporting ongoing staff development.

• Served as the SME on VICIDIAL, maximizing agent utilization through effective campaigns.

Glutamight Incorporated (Data Management Marketing Ltd)
Cebu City, Philippines
October 2018 to January 2020
Onsite (Office-based with Remote Client Interactions)

Responsibilities:

• Managed client interactions through chat and calls, diagnosing technical issues and providing service tags or referrals to appropriate departments.

• Performed advanced software repairs and installations, utilizing remote troubleshooting techniques.

• Analyzed, diagnosed, and resolved client problems, escalating unresolved issues to relevant departments.

• Conducted technical training for newly hired Tech Support and Sales Agents.

• Oversaw maintenance and subscriptions for primary tools and office workstations.

• Delivered graphic design tasks as needed, including hiring ads, logos, and wallpapers.

• Resolved a long-standing system breach issue within a month of planning.

• Created a database using HTML for pseudonyms of PH and IND Sales Agents.

• Redesigned service processes for Remote Desktop Support Agents, enhancing efficiency.

• Developed templates for various departments, including Consolidation and Remote Desktop Support.

• Improved LogMeIn calling cards, creating both MAC and non-admin versions.

• Managed software installations, authorizing or denying requests for General Service.

• Redesigned daily and monthly report files and trackers for better data management.

• Proposed department policies to ensure quality service and prevent data breaches.

• Implemented a three-way call scheme to minimize potential sales loss.

• Developed strategies for identifying scammers during calls.

• Conducted interviews for new department applicants.

• Led weekly and monthly team meetings to reinforce policies and quality service goals.

Accomplishments:

• Enhanced customer satisfaction through effective issue resolution and advanced remote software repairs.

• Resolved a five-year profit and lead theft issue within two weeks.

• Improved efficiency by redesigning support processes and developing templates.

• Implemented policies to boost service quality and security.

Best Buy / Geek Squad (Accenture Philippines)
Lahug, Cebu City, Cebu
July 2016 to October 2018
Onsite (Office-based with Remote Client Interactions)

Responsibilities:

• Accepted client chat requests, diagnosing computer and technical issues, and providing corresponding service tags or department referrals.

• Performed advanced software repairs and installations on customer computers using remote service tools.

• Analyzed, diagnosed, and resolved client problems, escalating unresolved issues to the appropriate department.

• Completed special assignments and trainings as required.

• Conducted daily and weekly administrative tasks to ensure operational efficiency.

• Collaborated effectively in a team environment, assisting colleagues when needed.

• Maintained a high level of delivery to meet daily, weekly, and monthly metrics and quotas.

Accomplishments:

• Consistently exceeded performance metrics, achieving a 95% customer satisfaction rating during tenure.

• Recognized for outstanding teamwork and communication, contributing to a cohesive dispatch operation team.

WJ Graphics and Solutions
Guadalupe, Cebu City, Philippines
January 2013 to March 2015
Onsite (Office-based with Remote Client Interactions)

Responsibilities:

• Installed, repaired, maintained, and upgraded desktop/laptop computers, printers, mobile devices, routers, switches, modems, and smart appliances.

• Provided IT support and tech consulting services to clients.

• Conducted network installations, upgrades, maintenance, and troubleshooting.

• Installed, maintained, and troubleshot operating systems and system security software.

• Delivered basic to advanced tutorials and training on computer and mobile devices.

• Engaged in photo editing and design, creating layouts for T-shirts, tarpaulins, mugs, flyers, and business cards.

• Executed data recovery and system threat removal services.

Accomplishments:

• Successfully built a loyal client base, increasing repeat business by 40% within two years.

• Developed a reputation for high-quality service, leading to referrals and recommendations in the local community.

Isabella's ABC Sales and Services
Poblacion, Barili, Cebu
January 2011 to December 2011
Onsite (Office-based with Direct & Remote Client Interactions)

Responsibilities:

• Installed, repaired, maintained, and upgraded desktop/laptop computers, printers, mobile devices, routers, switches, modems, and major/minor smart appliances.

• Provided IT support and tech consulting services.

• Conducted network installations, upgrades, maintenance, and troubleshooting.

• Managed operating system installation, maintenance, and troubleshooting.

• Implemented system security software installation, maintenance, and troubleshooting.

Accomplishments:

• Improved customer satisfaction through efficient service delivery, resulting in increased client retention.

• Designed multimedia materials that enhanced the company’s marketing efforts, leading to a 20% increase in sales during tenure.

Shelomith Learning Center Inc.
H. Alquizola St., Poblacion, Barili, Cebu
August 2008 to December 2010
Onsite

Responsibilities:

• Installed, repaired, maintained, and upgraded school desktop/laptop computers, routers, and printers.

• Created the school's official website.

• Conducted network installations, upgrades, maintenance, and troubleshooting.

• Delivered instruction to grades 1-6 on Microsoft Paint, Microsoft Office 2007, Keyboarding (TypingMaster Pro), and Computer Basics.

• Taught advanced computer skills, including programming in Qbasic and Turbo C, basic HTML, and Adobe Photoshop 7.0.

• Provided preventive maintenance solutions to ensure the reliability and performance of school computers.

Accomplishments:

• Enhanced the computer learning experience for students by integrating practical projects and assignments into the curriculum.

• Successfully implemented preventive maintenance protocols, significantly reducing system downtime and improving overall computer performance.

Independent IT Consultant/Contractor (Local Clients - Online Freelancing App or Website)

Philippines & United States
November 2008 to Present
Onsite (Office-based with Direct & Remote Client Interactions)
 

Responsibilities:

• Delivered tailored IT solutions for clients worldwide, encompassing projects from business brand development to digital products.

• Leveraged expertise in client communication, digital marketing, and remote tech support to consistently achieve high-quality results.

• Managed complex projects, ensuring deliverables align with client goals and deadlines.

• Developed strong project management, client communication, and business development skills through balancing freelance work.

• Committed to continuous learning, providing clients with cutting-edge solutions and up-to-date industry knowledge.

• Provided webinars, team and individual coaching, and training, including the development of SOPs, Knowledge Base articles, and documentation.

Key Skills:

• Remote & Onsite Tech Support

• Hardware/Software Troubleshooting

• Network Configuration and Management

• Digital Solutions Consulting

• Client Relationship Management

Highlights:

• Successfully delivered high-quality IT solutions to clients worldwide.

• Demonstrated expertise in remote and onsite tech support.

• Extensive experience in developing business brands and enhancing digital presence.