Earl Martin Panghulan
Support Manager at Auditdata- Claim this Profile
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Bio
Declan Emery
I have had the pleasure of working closely with Earl for just over a year and a half and I am thrilled to provide this LinkedIn recommendation for them. Earl is not only an exceptional colleague but also a true professional who brings a high level of dedication and expertise to their role. Earl has consistently been pivotal in supporting my team's growth by providing insights and guidance while hiring in the Philippines Earl has shown exceptional analytical skills, effectively utilizing Freshdesk and Zendesk tools to evaluate customer support data and tickets. By identifying trends and patterns, he has played a crucial role in improving our support processes and procedures, resulting in a higher quality of service for our customers. In addition to their analytical prowess, Earl is a true team player, always keeping the support team updated on new processes and procedures from the APAC region. He has a knack for creating innovative solutions and collaborating with fellow team leads and managers across the team to ensure the best possible outcomes. Earl has developed and maintained courteous and effective working relationships with both colleagues and customers. They have a deep understanding of our customer's needs, working tirelessly to provide excellent service, and handling general and technical inquiries with ease. Throughout the time I have worked with Earl, their dedication, expertise, and ability to work well with others have consistently impressed me. I wholeheartedly recommend Earl to any organization seeking a talented, driven, and customer-focused professional. If you have any questions or would like further information about my experience working with Earl, please do not hesitate to contact me.
Alin Sandru
I am writing to recommend Earl Martin for any technical position that requires exceptional troubleshooting skills and customer service expertise. During our time working together, Earl has proven to be a valuable asset to our team. Earl has an impressive ability to troubleshoot complex issues within the application. He has a sharp eye for detail, and he is persistent in finding solutions. Additionally, he has an impressive track record of solving problems quickly and efficiently. Moreover, Earl is a customer-oriented person who always puts the customer first. He has excellent soft skills, both as a team player and when interacting with customers. His ability to communicate effectively with customers has helped to establish a strong reputation for our team. In addition to his technical and customer service skills, Earl is an outstanding team player :) He works collaboratively with others to achieve a common goal, and he is always willing to lend a helping hand. His positive attitude and friendly demeanor make him a pleasure to work with. Overall, I highly recommend Earl for any technical position that requires exceptional troubleshooting skills, customer service expertise, and teamwork abilities. He would be a valuable asset to any organization.
Declan Emery
I have had the pleasure of working closely with Earl for just over a year and a half and I am thrilled to provide this LinkedIn recommendation for them. Earl is not only an exceptional colleague but also a true professional who brings a high level of dedication and expertise to their role. Earl has consistently been pivotal in supporting my team's growth by providing insights and guidance while hiring in the Philippines Earl has shown exceptional analytical skills, effectively utilizing Freshdesk and Zendesk tools to evaluate customer support data and tickets. By identifying trends and patterns, he has played a crucial role in improving our support processes and procedures, resulting in a higher quality of service for our customers. In addition to their analytical prowess, Earl is a true team player, always keeping the support team updated on new processes and procedures from the APAC region. He has a knack for creating innovative solutions and collaborating with fellow team leads and managers across the team to ensure the best possible outcomes. Earl has developed and maintained courteous and effective working relationships with both colleagues and customers. They have a deep understanding of our customer's needs, working tirelessly to provide excellent service, and handling general and technical inquiries with ease. Throughout the time I have worked with Earl, their dedication, expertise, and ability to work well with others have consistently impressed me. I wholeheartedly recommend Earl to any organization seeking a talented, driven, and customer-focused professional. If you have any questions or would like further information about my experience working with Earl, please do not hesitate to contact me.
Alin Sandru
I am writing to recommend Earl Martin for any technical position that requires exceptional troubleshooting skills and customer service expertise. During our time working together, Earl has proven to be a valuable asset to our team. Earl has an impressive ability to troubleshoot complex issues within the application. He has a sharp eye for detail, and he is persistent in finding solutions. Additionally, he has an impressive track record of solving problems quickly and efficiently. Moreover, Earl is a customer-oriented person who always puts the customer first. He has excellent soft skills, both as a team player and when interacting with customers. His ability to communicate effectively with customers has helped to establish a strong reputation for our team. In addition to his technical and customer service skills, Earl is an outstanding team player :) He works collaboratively with others to achieve a common goal, and he is always willing to lend a helping hand. His positive attitude and friendly demeanor make him a pleasure to work with. Overall, I highly recommend Earl for any technical position that requires exceptional troubleshooting skills, customer service expertise, and teamwork abilities. He would be a valuable asset to any organization.
Declan Emery
I have had the pleasure of working closely with Earl for just over a year and a half and I am thrilled to provide this LinkedIn recommendation for them. Earl is not only an exceptional colleague but also a true professional who brings a high level of dedication and expertise to their role. Earl has consistently been pivotal in supporting my team's growth by providing insights and guidance while hiring in the Philippines Earl has shown exceptional analytical skills, effectively utilizing Freshdesk and Zendesk tools to evaluate customer support data and tickets. By identifying trends and patterns, he has played a crucial role in improving our support processes and procedures, resulting in a higher quality of service for our customers. In addition to their analytical prowess, Earl is a true team player, always keeping the support team updated on new processes and procedures from the APAC region. He has a knack for creating innovative solutions and collaborating with fellow team leads and managers across the team to ensure the best possible outcomes. Earl has developed and maintained courteous and effective working relationships with both colleagues and customers. They have a deep understanding of our customer's needs, working tirelessly to provide excellent service, and handling general and technical inquiries with ease. Throughout the time I have worked with Earl, their dedication, expertise, and ability to work well with others have consistently impressed me. I wholeheartedly recommend Earl to any organization seeking a talented, driven, and customer-focused professional. If you have any questions or would like further information about my experience working with Earl, please do not hesitate to contact me.
Alin Sandru
I am writing to recommend Earl Martin for any technical position that requires exceptional troubleshooting skills and customer service expertise. During our time working together, Earl has proven to be a valuable asset to our team. Earl has an impressive ability to troubleshoot complex issues within the application. He has a sharp eye for detail, and he is persistent in finding solutions. Additionally, he has an impressive track record of solving problems quickly and efficiently. Moreover, Earl is a customer-oriented person who always puts the customer first. He has excellent soft skills, both as a team player and when interacting with customers. His ability to communicate effectively with customers has helped to establish a strong reputation for our team. In addition to his technical and customer service skills, Earl is an outstanding team player :) He works collaboratively with others to achieve a common goal, and he is always willing to lend a helping hand. His positive attitude and friendly demeanor make him a pleasure to work with. Overall, I highly recommend Earl for any technical position that requires exceptional troubleshooting skills, customer service expertise, and teamwork abilities. He would be a valuable asset to any organization.
Declan Emery
I have had the pleasure of working closely with Earl for just over a year and a half and I am thrilled to provide this LinkedIn recommendation for them. Earl is not only an exceptional colleague but also a true professional who brings a high level of dedication and expertise to their role. Earl has consistently been pivotal in supporting my team's growth by providing insights and guidance while hiring in the Philippines Earl has shown exceptional analytical skills, effectively utilizing Freshdesk and Zendesk tools to evaluate customer support data and tickets. By identifying trends and patterns, he has played a crucial role in improving our support processes and procedures, resulting in a higher quality of service for our customers. In addition to their analytical prowess, Earl is a true team player, always keeping the support team updated on new processes and procedures from the APAC region. He has a knack for creating innovative solutions and collaborating with fellow team leads and managers across the team to ensure the best possible outcomes. Earl has developed and maintained courteous and effective working relationships with both colleagues and customers. They have a deep understanding of our customer's needs, working tirelessly to provide excellent service, and handling general and technical inquiries with ease. Throughout the time I have worked with Earl, their dedication, expertise, and ability to work well with others have consistently impressed me. I wholeheartedly recommend Earl to any organization seeking a talented, driven, and customer-focused professional. If you have any questions or would like further information about my experience working with Earl, please do not hesitate to contact me.
Alin Sandru
I am writing to recommend Earl Martin for any technical position that requires exceptional troubleshooting skills and customer service expertise. During our time working together, Earl has proven to be a valuable asset to our team. Earl has an impressive ability to troubleshoot complex issues within the application. He has a sharp eye for detail, and he is persistent in finding solutions. Additionally, he has an impressive track record of solving problems quickly and efficiently. Moreover, Earl is a customer-oriented person who always puts the customer first. He has excellent soft skills, both as a team player and when interacting with customers. His ability to communicate effectively with customers has helped to establish a strong reputation for our team. In addition to his technical and customer service skills, Earl is an outstanding team player :) He works collaboratively with others to achieve a common goal, and he is always willing to lend a helping hand. His positive attitude and friendly demeanor make him a pleasure to work with. Overall, I highly recommend Earl for any technical position that requires exceptional troubleshooting skills, customer service expertise, and teamwork abilities. He would be a valuable asset to any organization.
Credentials
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Managing Modern Desktops (MD-101)
ITPro, from ACI LearningMar, 2023- Oct, 2024 -
Lean Six Sigma White Belt Certification
ASQ - World HeadquartersFeb, 2023- Oct, 2024 -
Lean Six Sigma White Belt Certification
MinitabFeb, 2023- Oct, 2024 -
Cisco CCNA (200-301)
ITProTV, from ACI LearningJan, 2023- Oct, 2024 -
Microsoft Windows 10 (MD-100) (Updated 2021)
ITProTV, from ACI LearningDec, 2022- Oct, 2024 -
CompTIA A+ Core 1 (220-1101)
ITProTV, from ACI LearningNov, 2022- Oct, 2024 -
CompTIA A+ Core 2 (220-1102)
ITProTV, from ACI LearningNov, 2022- Oct, 2024 -
PowerShell Skills
ITProTV, from ACI LearningNov, 2022- Oct, 2024 -
Accredited Agile Project Management Foundation (Scrum)
ITProTV, from ACI LearningJul, 2022- Oct, 2024 -
CompTIA Project+ (PK0-004)
ITProTV, from ACI LearningJun, 2022- Oct, 2024 -
Lean Six Sigma - Yellow Belt
ITProTV, from ACI LearningJun, 2022- Oct, 2024 -
Mental Health First Response: International Version
Mental Health First ResponseJun, 2022- Oct, 2024 -
PMI: Organizational Change Management
ITProTV, from ACI LearningJun, 2022- Oct, 2024 -
Project Management Professional Prep - 2021
ITProTV, from ACI LearningJun, 2022- Oct, 2024 -
Accessing Axelos courses - ITIL®, Prince2® and Management of Risk®
ITProTV, from ACI LearningApr, 2022- Oct, 2024 -
ITIL 4® Executive Overview
ITProTV, from ACI LearningApr, 2022- Oct, 2024 -
ITIL® Executive Overview
ITProTV, from ACI LearningApr, 2022- Oct, 2024 -
Writing Queries Using Microsoft SQL Server 2008 Transact-SQL
NTT DATA Philippines, Inc.Jun, 2013- Oct, 2024
Experience
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Auditdata
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Denmark
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IT Services and IT Consulting
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100 - 200 Employee
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Support Manager
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Apr 2023 - Present
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Impero Software
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United Kingdom
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Software Development
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100 - 200 Employee
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APAC Regional Support Manager
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Jun 2019 - Apr 2023
(Impero + Netop) Merger of two great companies. Leading the APAC Support team. •Conducted research, gathered information from multiple sources and presented results to support team that can help improve our customer service •Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately. • Coordinating with other department managers •Analyzing customer support data and ticket raised based on Freshdesk and Zendesk tool that we use •Updating Support team on new process and procedure •Creating new process and collaborating with other team leads/managers to have a better quality of support •Developed and maintained courteous and effective working relationships. •Worked with customers to understand needs and provide excellent service. •Handling general and technical inquiries (1st and 2nd Level) support) • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork. •Developed and implemented performance improvement strategies and plans to promote continuous improvement. Show less
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Netop
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1 - 100 Employee
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Senior Technical Support Specialist
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Jun 2019 - Jan 2021
• Explained technical information in clear terms to promote better understanding for non-technical users. • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals. Using Helpdesk tools (Zendesk,Freshdesk and Zoho) • Tested new product offerings prior to release to assist development team in bug identification. • Patiently walked individuals/Customers through basic troubleshooting tasks. • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. • Handling general and technical inquiries and support ticket (1st and 2nd Level support) for Impero Connect Education software, Netop Vision Education Software and Impero Connect Remote Control Software. • Escalating potential service and product issues to the appropriate level in the organization • Working transversal with both Development and Sales teams to insure best in class service to our customers • Assisting other Support Team Members, ensuring that major technical support issues are properly addressed • Writing and submitting technical support knowledgebase articles • Technical Pre Sales demo for Vision and Impero Connect • Analyzed issues to identify troubleshooting methods needed for quick remediation. • Documented support interactions for future reference. Show less
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Hitachi Solutions America, Ltd- Business Solution Group
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United States
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Software Development
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1 - 100 Employee
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Sr. Ecommerce Support Analyst
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Jul 2011 - Apr 2019
• Offered friendly and efficient service to customers, handled challenging situations with ease. • Led projects and analyzed data to identify opportunities for improvement. • Conducted research, gathered information from multiple sources and presented results. • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment. • Respond to customers over emails with precise details of a resolution • Interact with the clients over conference calls. • Ensure high support renewal rate from existing support customers • Used critical thinking to break down problems, evaluate solutions and make decisions. • Familiarity with IIS, ASP.NET and Microsoft technologies in general.(ASP.Net using C#) • SQL Server Skills - Basic understanding of SQL server and experience querying and updating records. • MS Outlook, Sharepoint and MS Office skills to quickly generate templates, Estimates, Statements of Work. • HTML, CSS and JavaScript • Debugging Skill- Ability to find the root cause of a problem and resolve problems on their own. • Identified issues, analyzed information and provided solutions to problems. • Sales Order flow assistance for Online stores Show less
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JP Morgan Chase
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Architecture and Planning
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1 - 100 Employee
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Implementation Specialist Senior Team Member (QA)
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Feb 2010 - Jul 2011
• Entitle Clients to have Access on JPMorgan Access Cash Management Application • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork • Update Clients Records/Information • Review and Check other Team member’s work • Updating Team members for any updates on client’s record • QA works, checking and Approving team member’s work • Documenting Monthly team performance report • Entitle Clients to have Access on JPMorgan Access Cash Management Application • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork • Update Clients Records/Information • Review and Check other Team member’s work • Updating Team members for any updates on client’s record • QA works, checking and Approving team member’s work • Documenting Monthly team performance report
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Siemens IT Solutions and Services
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Thailand
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Solution Specialist Level 2 (help Desk)
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Feb 2009 - Feb 2010
• Provide support for all hardware/software services via telephone/e-mail for Hewitt Associates. • Route and/or escalate more complex requests to appropriate on-site support technician. • Offered friendly and efficient service to customers, handled challenging situations with ease. • Research hardware/software problems for end users by applying standard procedures and best practices. • Conducted research, gathered information from multiple sources and presented results. • Install, troubleshoot and support Microsoft office products, Lotus Notes, Citrix, Novell, VPN and others. • Identify and learn appropriate software and hardware used and supported by Hewitt Associates. • Record, track, and document all the help desk request, problem-solving process and action taken, through to final resolution. Show less
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Technical Support Senior Assistant Level 2
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May 2008 - Feb 2009
• Removed malware, ransomware and other threats from laptops and desktop systems using Dell Connect/GotoAssist (remote session tool). • Collaborated with team members to achieve target results. • Maintained energy and enthusiasm in fast-paced environment. • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record. • Provide technical software support for Dell On Call customers • E-mail, Internet, Wireless and Networking set-up and troubleshooting. • Printer and computer peripherals set-up and troubleshooting • Software application installation and troubleshooting • Operating system repair and troubleshooting • Sell Dell On Call contracts to Dell customers not yet subscribed to the service. • Provide recommendations for system's optimal performance and security (memory upgrade, video card, antivirus software, etc.) Show less
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Advanced Contact Solutions, Inc.
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Philippines
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Customer Service Representative
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Jul 2005 - Apr 2008
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Provided primary customer support to internal and external customers. • Processed customer adjustments to maintain financial accounts. • Recommended products to customers, thoroughly explaining details. • Supports DirecTV’s Billing department. • Answered customer telephone calls promptly to avoid on-hold wait times. • Offered advice and assistance to customers, paying attention to special needs or wants. • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. • Responded to customer requests for products, services and company information. • Responsible for resetting online passwords of customers. • Support Using Siebel Application • Effectively communicated with customers about account changes, new Directv products or services and potential Directv upgrades. • Managed timely and effective replacement of damaged or missing products. Show less
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Education
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2001 - 2005
De La Salle University
BS Computer Science, Computer
Community
