Renz Gamboa Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Provided technical support to Comwave Business clients for VoIP products such as Hosted PBX and SIP Trunking
• Answered calls and actively listened to customers to strive for first call resolution of 90% of reported issues
• Escalated potential product or system issues to management, as well as customer inquiries to preserve problem resolution in a timely manner
• Continuously updated documentation on the department’s knowledgebase to ensure vital information is kept and shared easily
• Provide assistance with all general duties required for the smooth operations of the Business Technical Services Department

Toronto, Ontario, Canada

• Investigated VoIP issues, providing first level support to all wholesale customers and second level support to all retail customers
• Performed network monitoring and ensured 99.9% uptime of all core and edge network elements
• Identified and prevented fraudulent traffic from going through the voice network, keeping unnecessary costs to a minimum or eliminating them entirely
• Coordinated nightly maintenances with IT and Engineering departments, and performed testing to ensure that services are working properly

Toronto, Ontario, Canada

• Performed analysis of technical issues based on the client’s description, determine its urgency, and provide resolution if possible
• Dispatched incidents to appropriate support groups according to existing documentation, if first call resolution is unlikely
• Reached an average of one hundred sixty-six (166) answered calls per month in 2018, with average handle times not exceeding the company’s standard of twelve (12) minutes
• Actioned an average of one hundred thirty-seven (137) tickets per month in 2018, guaranteeing that client issues and appropriate fixes are well-documented
• Addressed process improvement opportunities by proactively communicating with peers and leads towards refining service delivery

Toronto, Ontario, Canada

• Contributed on a project focused on increasing the adoption of e-statements by RBC clients, thus reducing paper statement production and costs associated
• Designed a QR Code-based solution and presented to project sponsors, aiming to streamline the e-statement adoption process
• Collected information essential for problem solving by conducting ethnographic research of 63 bank clients, liaising with internal departments and conducting site visits
• Facilitated group meetings to provide suggestions to team members and stakeholders, also solving problems in the process such as roadblocks in information gathering or task implementation
• Created and designed executive-level slide decks to properly convey information in a clean and efficient manner

Pasig, National Capital Region, Philippines

• Resolved at least 20 fault tickets per day by carrying out testing and diagnostic works on network services and solutions
• Actioned fault tickets within a specific timeframe defined on the SLA and escalated time-sensitive cases to appropriate parties
• Ensured 99.9% uptime of internal network is maintained by coordinating with internal and external parties should problems arise
• Updated inventory databases and secured proper documentation of network issues, installation, and changes which resulted to accelerated fault isolation and resolution

Pasig, National Capital Region, Philippines

• Performed NOC environment duties within a team, receiving at least 5 service reports per shiftfrom different internal departments.
• Serviced a call center floor of over 75 workstations, guaranteeing that computer components and peripherals were complete and fully functional
• Maintained full documentation of spare computer hardware and software, keeping them easily accessible to peers in case of need

Bachelor Of Science (B.S.), Computer Science

Service Analyst

14 week full-time, intensive technical and professional skills development training focusing in the fundamentals of PC hardware components.