Tier 2 Support that has more than 5 years of experience in providing global caliber support both in Technical and Customer Service aspects. Knowledge in advance troubleshooting techniques that will makes customer easy to understand and comply with the things that are needed to provide resolution. Thorough follow up in the case that was raised to you as Business demands immediate resolutions for the customer.
Boldr
View- Website:
- boldrimpact.com
- Employees:
- 867
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Technical Support AnalystBoldrCalabarzon, Philippines
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Voip EngineerBusiness Phone Systems Sep 2024 - Nov 2024Nashville, Tennessee, United States- VOIP Engineer- Wordpress (Website Edits)- Setting up calendly, tech appointments- Setting up Aasani PBX Hosting- Setting up Grandstream through GDMS- Setting up 3cx -
Technical Support AnalystBoldr Jan 2021 - Aug 2024Philippines- Technical Support Analyst for (Bluescape, Wikimedia and ActionIQ)- Provide tier 1 - tier 2 support and collaborate with Software Engineers on resolving complex issues- Managing tickets through Zendesk- Checking incidents through JIRA, Pagerduty and Datadog- Confluence (KB article)- Collaborating with managers, clients, and team members to build strong processes and comprehensive knowledge base (KB) articles.
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Tier 2 SupportRingcentral Jan 2018 - Nov 2020Philippines- Provide advanced support and troubleshooting for RingCentral’s cloud-based phone systems, focusing on B2B Level 2 support escalations.- Collaborate with team members, managers, and clients to improve processes and develop comprehensive knowledge base (KB) articles.- Set up, configure, and troubleshoot phone systems, including provisioning, call queues, call routing, voicemail, and greeting setup.- Assist clients with VoIP technology-related issues, ensuring optimal performance and call quality.- Document and analyze customer issues, providing timely solutions and recommendations.- Participate in ongoing training to stay up-to-date with the latest RingCentral features, products, and updates.- Escalate unresolved technical issues to higher-level support as needed, ensuring clear and complete communication of all troubleshooting steps taken.- Working on tickets through Salesforce- Confluence and JIRA management -
Fault ManagerTranscom Apr 2015 - Jan 2018- Escalation Manager for Triple play ISP, TV, and Telephone provider in UK (Talktalk)- Assigning Tech BT or Cube Engineers- Fiber Upselling- Line testing
Gilbert Angeles Education Details
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Asian Institute Of Computer StudiesComputer Systems Networking And Telecommunications
Frequently Asked Questions about Gilbert Angeles
What company does Gilbert Angeles work for?
Gilbert Angeles works for Boldr
What is Gilbert Angeles's role at the current company?
Gilbert Angeles's current role is Technical Support Analyst.
What schools did Gilbert Angeles attend?
Gilbert Angeles attended Asian Institute Of Computer Studies.
Who are Gilbert Angeles's colleagues?
Gilbert Angeles's colleagues are Lirene Arbasa, Constantine Nierras, Emilio Gilberto Ojeda Avila, Elaiza Aquino, Gilbert Angeles, Pearly Macahig, Jules Antonio.
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