Fedrico Corpuz Email & Phone Number

Campbell, Ca, Us

- Lead cloud migrations, enhancing security and compliance with measurable improvements.- Strengthened vendor relations with key partners, optimizing collaboration.- Improved IT policies, ensuring better risk management and compliance.- Enhanced disaster recovery plans, achieving faster network recovery.- Managed cybersecurity initiatives, safeguarding critical business data.- Managed projects that deployed MDM (Intune and Jamf), enhanced security by deploying (Microsoft MFA, Yubikey, Microsoft Defender)- Responsible for managing the virtual infrastructure (Vmware, Citrix, Azure- Partnered with cross-functional teams to implement new approved platforms

Campbell, Ca, Us

Foster City, Ca, Us

- Development of the Customer Support organization to include designing the policy, procedures and tools to be used by the Support Organization.- Advised Marketing and Business Development Departments on community response to Marketing Programs, Tournaments and Contests as well as worked on developing programs for better community involvement with Beta Testers.- Implemented customer support protocols, raising service efficiency and satisfaction levels.- Designed training and metrics, enhancing team accountability and performance.- Resolved internet and VPN issues, ensuring seamless user connectivity.- Managed hardware and software systems, maintaining operational reliability.

- Led tier 2 tech support, resolving complex billing issues effectively.- Managed escalations, ensuring swift resolution of account administration challenges.- Served as primary escalation contact for GMs and support agents, enhancing community trust.- Moderated forums, addressing community issues with a collaborative approach.- Streamlined support processes, achieving measurable improvements in response time.

Redmond, Washington, Us

- Managed high-priority escalations for Xbox support, ensuring swift resolution and compliance.- Served as the escalation expert, guiding call center and internal teams on Xbox Live issues.- Facilitated communication across email, fax, and voice to address complex support challenges.- Ensured adherence to escalation protocols, enhancing response efficiency in critical situations.

Us

Supervised a team of support agents for PC and Online Games using Email, Message Boards and Voice..Handled multiple duties related to the development and ongoing maintenance of multiple software products.Assigned and managed team objectives, performance reviews, and assisted in career planning for team personnel, and performed training.Developed, managed, and continuously improved the processes and documentation needed to provide proper technical and customer support via the web, email and other support tools.Administration and development of a support ticketing system (CRM) using the Remedy ARS and Remedy web software.