Experienced Technical Support | Customer-Focused Problem Solver
Sarangani
My name is Felmar Fegi, a 29-year-old professional from Glan, Sarangani, originally born and raised in Davao City, Philippines. I hold a Bachelor’s degree in Technical Vocational Teacher Education, majoring in Electrical Technology. I am a highly driven and detail-oriented Technical Support professional with nearly three years of hands-on experience as a Technical Support Engineer at CTC BPO Inc. In this role, I specialized in diagnosing and resolving complex telecommunications and High-Speed Internet Access (HSIA) issues, consistently ensuring high levels of customer satisfaction. My ability to quickly analyze problems, apply effective solutions, and communicate clearly with clients has been key to my success in fast-paced, high-pressure environments. What sets me apart is my diverse professional background combined with strong technical expertise. I have led teams as a Field Worker Team Leader, where I managed performance, streamlined operations, and handled executive reporting. Additionally, my experience in telemarketing for life insurance and conducting outbound U.S. political research interviews has strengthened my communication skills, adaptability, and customer engagement approach. With proven strengths in problem-solving, time management, and teamwork, I bring a resilient, adaptable, and solution-oriented mindset to every challenge. I am confident in my ability to deliver efficient technical support while maintaining a positive customer experience, making me a valuable asset to any organization.
CTC BPO INC., full_time
Oct 2023 to Aug 2026
Provided Tier 1/Tier 2 technical support for broadband, internet, voice, and network services. Diagnosed and resolved complex HSIA connectivity issues involving fiber, DSL, cable, and wireless technologies. Monitored network performance and service availability, proactively identifying and mitigating service disruptions. Investigated customer-reported incidents using network diagnostic tools and performed root cause analysis. Collaborated with Network Operations Center (NOC), field technicians, and engineering teams to resolve escalated issues. Supported installation, activation, and maintenance of customer premises equipment including routers, modems, and ONTs. Managed service tickets within SLA targets, ensuring timely resolution and customer satisfaction. Troubleshot TCP/IP, DNS, DHCP, VPN, and VoIP-related issues affecting residential and enterprise customers. Created and maintained technical documentation, troubleshooting guides, and knowledge base articles. Assisted with network upgrades, migrations, and service provisioning activities. Conducted trend analysis on recurring incidents and recommended preventive actions to improve service reliability. Delivered technical guidance to junior support staff and participated in continuous process improvement initiatives. Managing responsibilities according to U.S. Central Time schedules