IT/Technical Support Specialist
Metro Manila
Experienced IT and Technical Support Specialist with over 14 years of experience supporting enterprise, mid-market, and consumer environments. Strong expertise in incident and case management, advanced troubleshooting, service recovery support, and collaboration with Tier 2 and Tier 3 engineering teams. Proven ability to meet SLA, CSAT/NPS, and quality KPIs.
Opentext Philippines, full_time
Jan 2024 to Dec 2025
Owned and resolved EDI issues for clients involving live and deferred transactions. Performed advanced troubleshooting across applications, systems, networking, and data transport layers. Provided mentorship and onboarding support to newly hired colleagues to ensure adherence to processes, tools, and service standards Managed multiple concurrent cases while maintaining SLA compliance and accurate documentation. Collaborated with Tier 2 and Tier 3 engineers on escalations, bugs, and feature requests. Supported scheduled and unscheduled service recovery and testing to validate backup and recovery readiness. Contributed to Knowledge Base creation, updates, and content optimization.
Carelon Global Solutions, full_time
Sep 2022 to Nov 2023
Delivered Enterprise IT support via phone, email, chat, and web portals. Categorized, prioritized, and resolved incidents following ITSM best practices. Identified trends, escalated outages, and assisted in process improvement initiatives. Mentored new analysts and supported high-volume ticket environments.
Wipro Ltd, full_time
May 2021 to Aug 2022
Supported Elevance Health service desk operations from launch phase. Went through knowledge transfer sessions with the previous company that handles the service desk Provided End-user technical support; answering support queries via phone, email, chat, and Web Resolved backlog tickets (Service Now) and SLA-critical cases. Ensured consistent documentation and customer follow-ups.
Concentrix, full_time
Sep 2019 to Jan 2021
Provided remote technical support for HP desktops, laptops, all-in-one computers, and printers, including HP Instant Ink subscriptions. Diagnosed hardware, software, and printer issues, identified root causes, and coordinated service appointments or replacements as needed. Managed customer accounts, CRM documentation, follow-up communications, and billing inquiries to ensure timely resolution. Supported product subscriptions, warranty extensions, and add-on services while maintaining customer satisfaction and performance targets.
Teleperformance, full_time
Jun 2012 to Sep 2019
Provided technical support for Telstra residential and business internet services, including ADSL, Wireless Broadband, Cable, NBN, and Business Internet. Diagnosed and resolved internet connectivity, local network, email, and device-related issues through real-time phone support. Supported 3G/LTE devices, identified service outages, and coordinated technician visits when required. Delivered premium and concierge-level technical support, including troubleshooting of PCs, mobile devices, smart TVs, and smart home setups. Assisted with billing inquiries, service upgrades, subscriptions, refunds, and sales referrals while maintaining high customer satisfaction. Created and managed Siebel tickets, documented customer interactions, and ensured end to-end issue resolution.
PCCW Teleservices, full_time
Sep 2011 to Mar 2012
Assisted customers over the phone with their inquiries about the Belkin product they purchased Diagnosed and resolved local network, Wi-Fi, and connectivity issues across networking devices and computers. Create tickets and log interactions with the customers into the system Raised tickets to tier 2 technical support for complex issues Processed replacement for products that are evidently damaged or broken