Experience

Ontel

• United States
• Telecommunications
• 1 - 100 Employee

• Technical Analyst

  • May 2019 - Present



Singtel

• Singapore
• Telecommunications
• 700 & Above Employee

• Product Executive

  • May 2012 - Sep 2018

  • Assist Product Managers in managing product development and manage product positioning and features.• Supports in managing post launch activities such as product tracking and reporting on performance reporting, liaise with External Vendors on bug fixes.• Supports on revenue consolidation and discrepancy check with vendors.• Draft and review test cases with identified stakeholders.• Execute test cases in relation to functional and UI end to end testing.• Coordinate internal stakeholders and third parties-vendors and clients to ensure project delivery.• Provides product training and update product information.• Keep abreast of the latest technology trends and work with the Marketing to understand business forecast and support product launches.• Review and develop product descriptions and establish product policies/best practices.• Constantly enhance product features to ensure product competitiveness and service quality based on feedbacks.• Ensures seamless delivery of projects (e.g. checking and monitoring project schedule)• Device and Application testing on the upcoming models and app versions of Singtel apps (e.g. mWallet, MySingtel, Tap & Fix, Appdeals X Singtel)• Uploading of Tap & Fix and Appdeals X Singtel apk in Google Playstore.• Management of other operational work functions across various divisions.



Dlink International Pte Ltd

• Technical Support Representative

  • Jul 2011 - Mar 2012

  • Provides high quality pre and post-sales technical support to Australia and New Zealand D-Link customers.• Performs laboratory activities/ replicate customer’s D-Link device concerns.• Documents all reported issues and solutions into the CRM. And collaborate with other Helpdesk Agents. • Provides high quality pre and post-sales technical support to Australia and New Zealand D-Link customers.• Performs laboratory activities/ replicate customer’s D-Link device concerns.• Documents all reported issues and solutions into the CRM. And collaborate with other Helpdesk Agents.



Synnex-Concentrix Inc.

• Team Manager (Netgear Account)

  • Mar 2009 - Jun 2011

  • Supervises a group of Technical Support Engineers/Senior Technical Support Engineer/Quality Assurance Specialist handling voice and email.• Submits daily/weekly performance reports on Key Performance Indicator (KPI), AUX, Daily Time Record, Team Productivity, Call Logs, include network downtime that affects Voice and Email Support.• Provides training to team members that needs improvement in terms of product familiarity and troubleshooting procedures.• Modifies/assess Career Immersion documents (e.g. Policies and Procedures).• Analyzes customer’s feedback on products and engineers performance. And propose necessary actions to address some concerns.• Motivates and counsels team members on how they can further improve their overall productivity and performance.• Handles escalated level1 calls if necessary to address client's technical problems, inquiries and provide excellent customer service.

• Quality Assurance Specialist (Netgear Account)

  • Feb 2008 - Mar 2009

  • Conducts daily monitoring and scoring of customer calls and emails received by agents and trainees by listening to agent calls and entering call specific data into QA application to assure that proper procedures and protocols are followed.• Provides feedback to team manager on the performance of each TSE based on the result of the call monitoring activity and on the quality of technical support made by engineers.• Tracks performance history of TSEs and conducts trending analysis to better provide insights to management.• Recommends remedial/corrective action to TSEs thru the TM based on QA findings by conducting one-on-one coaching/counseling with TSEs to help them address their areas of weaknesses.• Attends weekly calibration session with Netgear Headquarters to discuss their findings and QA's findings as well as to monitor trends in standards in USA and in the Philippines.

• Senior Technical Support Engineer (Netgear Account)

  • May 2007 - Jan 2008

  • Handles escalated inbound calls from Netgear customers. Troubleshoot complicated and difficult problems by identifying the main problem and providing step by step instructions to help the client solve the problem.• Performs outbound calls per client's request to get back to them on their unresolved concerns to ensure total customer satisfaction.• Assesses need for replacement of products; recommends its replacement to the Team Manager.

• Technical Support Engineer (Netgear Account)

  • Oct 2006 - Apr 2007

  • Handles inbound calls from Netgear customers on installing/troubleshooting their networking devices.• Escalates second-level concerns and Return Merchandise Agreement (RMA) issues to the Technical Support Supervisor to insure accurate and immediate solutions are provided to customers.

• Product Support Specialist (Special Applications Team-Linksys Account)

  • Aug 2006 - Sep 2006

  • Provides technical support through voice and chat on installing and troubleshooting networking devices to address customer concerns and provide quality customer service.• Provides Technical support for Level 2 devices not supported by tier 1; devices includes VPN routers, Media adapters, wireless range expanders and NAS through Voice and Chat support.• Handling two to four chats sessions.• Attends trainings for product orientation and call handling skills to improve quality of customer service. Attends team meeting/check and balance meeting and meeting with supervisor to get updates, information, and feedback on production performance and on work related matters.

• Product Support Representative (Linksys Account)

  • Dec 2004 - Jul 2006

  • Taking inbound calls and handling Linksys devices particularly in wireless devices and LAN cards.• Handles inbound calls from Linksys customers on installing/troubleshooting their networking devices by identifying the main problem and providing step by step instructions to help the client solve the problem.



Bayan Telecommunications

• Philippines
• Telecommunications
• 400 - 500 Employee

• On-the-job Trainee

  • Jul 2004 - Sep 2004

  • Provides technical support to all branches and departments of BayanTel. • Proposed a system that creates BayanTel’s ITJR (Information and Troubleshooting Job Request). • Provides technical support to all branches and departments of BayanTel. • Proposed a system that creates BayanTel’s ITJR (Information and Troubleshooting Job Request).