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 minimize service disruptions. Applied ITIL best practices to incident and problem management processes, reducing incident resolution time by 30%.• 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 and documented within the knowledge base.• 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 improved system efficiency and reduced customer impact during peak periods. • 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 implement corrective actions and prevent future incidents.• Knowledge base and Documentation: Created and maintained comprehensive application documentation, improving knowledge sharing and reducing onboarding time for new team members by 20%.• Remote Troubleshooting and Bug tracking: Provided remote technical support, achieving 95% customer satisfaction and resolving 90% of support tickets within SLA. Conducted user training, translated business needs into functional requirements, replicated issues, performed SQL queries, analyzed log files, and managed Jira/Azure Devops tickets for development and bug tracking.• Manual Testing:

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 execute software releases in production environments.• 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 areas for improvement to maintain system reliability.• 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 escalated and addressed efficiently through collaborative efforts.• 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, and facilitated problem management, ensuring smooth operations and minimal disruptions. Leveraged ITIL frameworks to prioritize and address incidents within SLAs, contributing to improved service delivery and enhanced user satisfaction.

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 resolution rate, reducing repeat issues and improving customer satisfaction by 20%.• 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% increase in first-call resolution and a 20% boost in customer satisfaction.

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 agent calls—both recorded and live—providing constructive feedback to foster continuous improvement. Promoted best practices while actively discouraging poor performance, ensuring alignment with service level agreements (SLAs), service level indicators (SLIs), and service level objectives (SLOs). Identified calls that did not meet predefined standards, conducting root cause analyses to address underlying issues and improve overall service quality and improved overall CSAT score.• 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 reliability.• 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 adjustments, configuration changes, and performance optimizations, which reduced system downtime by 30% and improved response times by 25%. Regularly reviewed incidents to prevent recurrence and shared findings with stakeholders to enhance overall system reliability• 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 across teams. Revised guidelines based on process scripts to streamline workflows and increase efficiency. Implemented targeted agent training and coaching initiatives, resulting in a 15% boost in agent performance and a 20% increase in customer satisfaction.

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.• Prepared recordings for daily, weekly and monthly calibration session.• Participated in internal and external calibration sessions to ensure consistency in scoring evaluations.• Revision of guidelines based on the process scripts.

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.• Collaborated with the engineering team to identify recurring product defects and propose solutions for improvement.• Developed and delivered training sessions to educate customers on device functionalities and best practices.• Maintained accurate customer records and case notes, ensuring efficient tracking and follow-up on support requests.• Participated in a knowledge base system initiative that improved self-service resolution rates by 35% and reduced average call handling time by 20%.• Built loyal business relationships between the customer and the product through call follow-ups.• Promoted and recommended new products and special deals that suited customers' needs.

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.• Collaborated with engineering and Product (L3) teams to refine hardware diagnosis procedures, reducing average repair time by 20%.• Facilitated remote software installations, achieving a 99% success rate and improving customer uptime.• Maintained accurate customer records and case notes, ensuring efficient tracking and follow-up on support requests which resulted in improved self-service resolution rates by 35% and reduced average call handling time by 20%.