Kervin Delos Santos Email & Phone Number

Dubai, United Arab Emirates

Philippines

- Handled escalation and enterprise accounts- Provided second level POS support for high impact issues reported by level 1 support specialists.- Accountable for managing ticketed query system and ensuring comprehensive database of queries and resolutions using Zendesk tickets for any and all 1st - 2nd level technical concerns.

Philippines

- Provided excellent POS hardware and software troubleshooting solutions to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution- Assisted with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and team member- Set up and troubleshoot Local Area Network printers, iPads, computers, Windows and MAC.- Provided support to a global customer base with periodic after-hours assistance- Troubleshoot integrated terminals (Verifone, Lightspeed Payments)

Quezon City, National Capital Region, Philippines

- Resolved client and/or merchant technical support issues relating to point of service (POS) products, such as but not limited to, dial-up card swipe terminals and standard software-based systems.-Utilized various databases to select the best processing method and explain the solution to the client in order to resolve the inquiry- Operated mainframe and software packages and front end programs related to the client

Owned and managed a shirt printing business delivering high quality shirt designs according to customer specificationsDeveloped concepts, graphics and layouts for product illustrations, company logos and websites

Philippines

- Managed a team of IT Support Specialists to provide troubleshooting hardware and software solutions to teachers and students- Performed a variety of technical tasks and duties relating to the installation, diagnosis, repair and maintenance of all classroom technology, computer, and software components and applications- Created user documents that provide walkthrough support to teachers and students.

Dagupan, Ilocos Region, Philippines

- Managed an internet café while maintaining hardware and software by conducting regular maintenance and updates.- Created user documents and provided training on new computer systems- Identified and resolved network, connectivity, and server issues- Diagnosed and troubleshoot computer issues, provided technical support to users and resolving technical errors