Allan R. Email & Phone Number

Quezon City, Philippines

• Proactive Monitoring and Incident Management: Monitored and maintained the availability of school management software by analyzing system performance, troubleshooting critical incidents, and implementing resolutions to.
• Root Cause Analysis (RCA): Led RCA efforts to identify and mitigate recurring issues, improving system reliability and decreasing downtime. Collaborated with development teams to ensure long-term fixes were implemented.
• Automation of Repetitive Tasks: Utilized SQL scripts to automate common support tasks, enhancing efficiency in resolving user-reported incidents and ensuring faster remediation of application bugs.
• Performance Optimization and Collaboration: Collaborated closely with software development teams to ensure the scalability, reliability, and performance of applications across different environments, leading to.
• Incident Response and Postmortem Reviews: Developed and maintained post-incident reviews to capture key lessons and drive continuous improvement of service reliability. Collaborated with cross-functional teams to.
• Knowledge base and Documentation: Created and maintained comprehensive application documentation, improving knowledge sharing and reducing onboarding time for new team members by 20%.

ETON Cyber Centris Building, EDSA cor. Quezon Avenue, Quezon City

• Change and Release Management: Participated in change management processes to deploy new features and updates, ensuring minimal impact on system performance and availability. Coordinated with stakeholders to plan and.
• Service Level Objectives (SLOs) and Service Level Indicators (SLIs): Monitored key service performance indicators to meet defined SLOs, focusing on uptime, response times, and resolution rates. Proactively identified.
• Collaborative Troubleshooting: Partnered with IT operations and network teams to resolve performance issues and service outages, often serving as a bridge between end users and engineers. Ensured that incidents were.
• Incident Triage and Automation: Designed automated scripts and processes to streamline the incident triage process, reducing manual intervention and speeding up issue identification.
• Remote Troubleshooting and incident management: Applied ITSM best practices to effectively manage and resolve L1-L2 support incidents, including both minor and major issues. Handled service requests, change requests.

VXI, Quezon City, Philippines

• Incident Management & Troubleshooting: Remotely resolved L1-L2 technical issues for AT&T U-verse products and services (ICM2), addressing connectivity, usability, and performance concerns. Achieved a 90% first-call.
• Documentation & Knowledge Sharing: Created and maintained detailed troubleshooting guides and documentation for common issues, for use by other technical support analysts.
• Collaboration with Cross-functional Teams: Worked closely with other support teams (Sales, Billing, etc.) and product teams to resolve customer issues.
• Product Up-Selling Customer engagement: Assessed customer needs to recommend suitable AT&T products and services. Analyzed feedback to address recurring issues and improve support team training, resulting in a 15%.

Taguig City, Philippines

• Ensured Process Adherence: Implemented quality assurance processes to guarantee compliance with established operational protocols, aligning with company’s standards. Conducted daily, weekly, and monthly evaluations of.
• Performance Metrics Analysis: Monitored and analyzed agent performance using data-driven approaches, which translates well to monitoring system performance and identifying trends to maintain uptime and system.
• Root Cause Analysis: Led in-depth investigations into performance issues, utilizing data analysis and cross-functional collaboration to identify underlying causes. Implemented corrective measures, including process.
• Continuous Improvement Initiatives: Actively participated in internal and external calibration sessions to ensure consistency and accuracy in scoring evaluations, leading to a 10% improvement in evaluation alignment.

SM North Annex, North Ave., Quezon City

• Listened and evaluated agents daily, weekly and monthly calls either recorded live or side-by-side while communicating feedback.
• Encouraged good practices and discouraged bad ones.
• Identified calls failing to meet predefined standards and identified the problem.
• Implemented agent training and coaching initiatives.
• Understood the priority of the organization and evaluated call behaviours for regulatory compliance, cross-selling, and adherence to policy.
• Provided customer feedback and internal compliance feedback to management.

Quezon City, National Capital Region, Philippines

• Provided comprehensive Hewlett-Packard (HP) remote technical product support for hardware, software, networks, peripherals, and web applications.
• Analysed and understood complicated issues quickly, implementing urgent solutions.
• Delivered complex technical support combined with exemplary customer service.
• Excelled at over 15 quality metrics for customer service, including empathy and first call resolution.
• Mastered hundreds of potential technical problems and their quickest solutions.
• Provided thorough support, problem resolution, and navigational assistance for customers via chat, email, and phone.

5F Techno Plaza One Bldg., Eastwood City Cyber Park, Quezon City, Philippines

• Acted as the primary point of contact for all networking issues and inquiries related to Netgear products, providing support through various channels including phone, email, and chat.
• Successfully resolved over 95% of customer technical issues within the first contact, exceeding the company's target of 90% and improving customer satisfaction by 15%
• Resolved critical system errors within SLA guidelines, leading to a 5% increase in customer retention.
• Delivered exceptional customer service, resolving an average of 25 daily user inquiries.
• Remotely assisted clients with general support for hardware, peripherals, network connections, and external software.
• Built loyal business relationships between the customer and the product through call follow-ups and recommended new products and special deals that suited customers' needs.