Peewee Macasinag Email & Phone Number

San Francisco, California, United States

• Develop and execute the overall global demand forecast for parts to enable Service and overall company objectives.• Collaborate with sales, supply chain, global distribution centers, engineering, and other partners to understand demand forecast drivers• Drive key KPI improvement activities (reducing forecast error and bias), improving customer service, reducing excess/obsolete inventory, to enable predictive performance and financial planning• Review historical consumption data… Show more • Develop and execute the overall global demand forecast for parts to enable Service and overall company objectives.• Collaborate with sales, supply chain, global distribution centers, engineering, and other partners to understand demand forecast drivers• Drive key KPI improvement activities (reducing forecast error and bias), improving customer service, reducing excess/obsolete inventory, to enable predictive performance and financial planning• Review historical consumption data, trends, prepare forecast data, develop statistical forecast models and evaluate forecast results to increase accuracy by removing bias• Monitor performance vs the forecast throughout the month identifying key shifts. Participate in monthly demand planning performance reviews to prevent excess/obsolete materials• Maintain and leverage forecast and consumption analytics to drive collaborative inventory and risk reviews with partners to meet customer service improvements on service parts.• Seek out new innovations and present new strategies to continuously improve spare parts forecasts and the overall demand planning process Show less

United States

Irvine, California, United States

• Support Sr. Manager, Service Support Operations with all aspects of Razer Operations• Manage spare parts and repair parts requisition for all Repair Center.• Manage new repair product process. • Assess vendor viability • Initiates vendors contact and maintains strong working relationships with vendors, providing excellent service to internal and external partners.• Coordinate repair strategy for existing and developing centers Globally. • Drive safety, efficiency,… Show more • Support Sr. Manager, Service Support Operations with all aspects of Razer Operations• Manage spare parts and repair parts requisition for all Repair Center.• Manage new repair product process. • Assess vendor viability • Initiates vendors contact and maintains strong working relationships with vendors, providing excellent service to internal and external partners.• Coordinate repair strategy for existing and developing centers Globally. • Drive safety, efficiency, and quality from all repair centers• Ensure all KPI’s are met • Plan and coordinate successful projects• Understand financial information that impacts department• Develop process between logistics, contact centers, and operations to support the repair centers• Support business segment heads in proposals, service contracts, overhauls, and refurbishments that involve repair center activities.• Works with other departments to ensure staff is up to date on training and product knowledge. • Ensure reference materials are up to date.• Create and edit Knowledge Base Articles and Technical Notes• Develop and write SOPs Show less

Irvine, California

• Assist frontline (T1 & T2) technical support teams on escalated questions/issues such as, product validation, application assistance, technical data, product functionality, replacement parts, and job/field related issues• Provide technical support and advanced problem management and resolution for all cases escalated to Tier 3 (assists customers with troubleshooting, maintaining, and developing cross-product gaming and hardware solutions.• Contribute to NPS scores through… Show more • Assist frontline (T1 & T2) technical support teams on escalated questions/issues such as, product validation, application assistance, technical data, product functionality, replacement parts, and job/field related issues• Provide technical support and advanced problem management and resolution for all cases escalated to Tier 3 (assists customers with troubleshooting, maintaining, and developing cross-product gaming and hardware solutions.• Contribute to NPS scores through advocating for customer needs on escalations, support requests and by, performing root cause analysis on cases, assist with generate repair quotes, RMA approvals, if necessary• When required, work directly with customers by phone/emails to assist in managing and fixing computer systems, laptop, tablet and any other Razer’s hardware or software products• Perform customer/product usability tests, conduct sample checkouts, write lab reports, coordinate & interact with other tech teams, troubleshoot complex business systems or gaming equipment and/or home network devices.• Assist QA and Engineering teams on many of the different product support aspect of the PLM and APS - provide the product health score card, product/issue feedback and usability from customers and work on product quality improvements with the product managers - document, communicate and facilitate correction of defects discovered during the PLM• Assist QA team monitoring product life cycle, including new product intro, support readiness, product updates and enhancement, EOL, and post EOL Support• Communicate customer feedback and input by acting as a liaison between QA, Product Support, and Razer’s customers, providing advanced-level feedback and solutions for all parties while serving as the subject-matter-expert, provide feedback on product functionality enhancements based on interactions with customers• Show less

Irvine, California

• Responds to requests for technical assistance in person, via phone and email.• Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues. • Responds to password reset request and network account lockouts issues.• Escalates issues to tier II technicians as is appropriate. Identifies and escalates situations requiring urgent attention.• Researches questions using available information resources and redirects problems to… Show more • Responds to requests for technical assistance in person, via phone and email.• Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues. • Responds to password reset request and network account lockouts issues.• Escalates issues to tier II technicians as is appropriate. Identifies and escalates situations requiring urgent attention.• Researches questions using available information resources and redirects problems to appropriate resources • Follows standard help desk procedures and advises users on appropriate action. • Administers help desk software.• Documents resolutions and updates knowledge base.• Prepares activity reports.• Stays current with system information, changes and updates.• Other duties as assigned. Show less

Singapore

• Responds to requests for technical assistance via phone and email.• Diagnose and resolve technical hardware and software issues such as PC issue, application, and email issues. • Responds to password reset request and network account lockouts issues.• Responsible for loading and unloading of daily, weekly and monthly backup tapes in NTU data centers.• Perform basic troubleshooting on servers with regards to issue related to data backup and loading errors. • Responsible… Show more • Responds to requests for technical assistance via phone and email.• Diagnose and resolve technical hardware and software issues such as PC issue, application, and email issues. • Responds to password reset request and network account lockouts issues.• Responsible for loading and unloading of daily, weekly and monthly backup tapes in NTU data centers.• Perform basic troubleshooting on servers with regards to issue related to data backup and loading errors. • Responsible for checking network system audit logs on a daily basis and escalate abnormal activities to admin• Monitor network connectivity (Wired and Wireless) within NTU campus. • Log all tickets and escalate to appropriate administrators in case of network outage and downtime Show less

Philippines

• Provides advance hardware troubleshooting over the phone for DELL desktop and portable computer (home user/small business) owners in the U.S• Provide advance software support for virus and spyware issue.• Provide advance software solutions for 3rd party software• Provides additional Support for Level 1 technicians. • Provide additional Training for technicians.• Took escalations/escalation management.• Ensure proper ownership is followed by the agents.• Generate… Show more • Provides advance hardware troubleshooting over the phone for DELL desktop and portable computer (home user/small business) owners in the U.S• Provide advance software support for virus and spyware issue.• Provide advance software solutions for 3rd party software• Provides additional Support for Level 1 technicians. • Provide additional Training for technicians.• Took escalations/escalation management.• Ensure proper ownership is followed by the agents.• Generate Reports (AHT, RDR/RDE, and CE) to be submitted to the Resolution Specialist Manager. • Scrubs RDR/RDE, FCR hits• Generate Attendance Reports to be submitted to the Workforce.• Conduct Coaching and Mentoring sessions for Level 1 Technicians to improve their Performances and Metrics.• Performed Audits to monitor Teams Performance via Live or Recorded Audits.• Strategize and Implement Action Plan to improve metrics.• Conduct weekly scorecard report to fellow RS and RSM• Analyze CE and System Exg failure Show less

Philippines

• Provides first hand information regarding card members statements• Process payments over the phone thru CBP (Check Over the Phone)• Properly Maintain and Update card members account information• Prevent card members go to delinquency status by collecting past due amount• Educate Card members on their account • Provide Card members payment programs to help Card members cure their account and prevent account to be reported to the credit bureau

Philippines

• Provides advance hardware troubleshooting over the phone for DELL desktop computer (home user) owners in the U.S• Provides additional Support for Level 1 technicians. • Took escalations.• Generate Reports (AHT, DSN usage, RDR, RDF, and CE) to be submitted to the Operations Manager. • Generate Attendance Reports to be submitted to the Workforce.• Conduct Coaching and Mentoring sessions for Level 1 Technicians to improve their Performances and Metrics.• Performed Audits… Show more • Provides advance hardware troubleshooting over the phone for DELL desktop computer (home user) owners in the U.S• Provides additional Support for Level 1 technicians. • Took escalations.• Generate Reports (AHT, DSN usage, RDR, RDF, and CE) to be submitted to the Operations Manager. • Generate Attendance Reports to be submitted to the Workforce.• Conduct Coaching and Mentoring sessions for Level 1 Technicians to improve their Performances and Metrics.• Performed Audits to monitor Teams Performance via Live or Recorded Audits. Show less