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* Highlights: *  3rd Best in Class QA scorer for the whole site *  One of the QA POC’s for the team * Functions: *  Provided technical support for people with Internet connection problems for Time Warner Cable account. *  Advisor to people whom they can get the right support possible if unsupported by the trained scope that we have.

* Highlights: *  Part of the Top 100 Agents for the first few months *  Participated in employee relations events (e.g. Mr. Convergys and Acoustic Night Band Battle) *  Garnered the most number of commendations during the transition period and on the production floor. *  Team Acquired 1st Place for the PAFA program of the company *  Team ranked 1st for 3 consecutive months * Functions: *  Provided technical support with regards to internet troubleshooting issues covered by AT&T customers through phone. *  Provided support to the other members of the team, to attain a common goal, which is to impart excellent, world-class service to clients as well as maintaining good statistics for the team.

handled inquiries or concerns at different posts: namely the Front Office, Business Lounge, Conceirge, Telephone Operator, Back Office, Sales and Banquet.

Assigned to spear head, conceptualize, implement and post-analyze an Easter Holy week event in their Boracay site / branch.

* Highlights & Functions: * Monitors tools and investigates JIRA tickets as needed. * Handles different scenarios for incidents concerning airline clients like spikes in communication, SW patch deployments and server restarts to make sure that the environment of the clients are healthy and servers (TDP’s, UI’s, REST’s) can communicate properly with each other. * Handles an array of platforms like Unix, Windows and AIX, plus Hosted and On-Premise environments. * Does proper hand-overs for clients for the team on shifts and meetings * Trains and mentors fellow teammates and counterparts * Known for my positive energy, dedication and patient style of handling customers, mentors, clients, colleagues and managers all over the site.

* Assigned to be one of key experts of the Infor Process Automation and Landmark Technologies, Enterprise Resource Planning and Customer Relationship Management Products for the S3 Technology Support Team. * Handles different scenarios related to Lawson Portal Inbasket, Mobile Inbasket, setups in RichClient, making sure that technologies between Lawson System Foundation and Landmark communicate properly. * Handles an array of platforms like Unix, Windows and AIX, plus Cloud, Hosted and On-Premise environments. * Does Process Automation Testing (flow creation) and Bug Reporting for the products concerned working closely with the Development team to create, schedule and implement fixes as reported by the customer and found by support teams. ( DEV-OPS tasks ) * Multi-platform ERP Environment Support Incident Triage and training done by mentors and newbies for monitoring. * One of the few new hire Analysts who received a customer / client KUDOS on the first week of production. * Top 2 highest incident closure for January and March, 2018.

Onsite and offsite field work from 1 site to the other.

* Servers Trusted Advisor Tier 2 * Highlights & Functions: * Configures HP servers for resellers and end-users who will buy them on a daily basis. * Coached and assisted fellow advisors for smart configurations avoiding returns. * Known for my positive energy, dedication and patient style of handling customers all over the site. * One of the top commendation specialists for the team. * CSG (Converged Services Group) Pre-Sales Engineer Tier 2 * Configures HP Networking, Blades, servers, software, etc. for resellers and end-users who will buy them on a daily basis. * Coached and assisted fellow advisors for smart configurations avoiding returns. * 1 of the founding members of the Associate Engagement Committee, who spearheads events for employees for the Pre-Sales Engineering dept. Was particularly in-charge of the Logistics committee who take care of the bands, sounds and lighting for events. * Won the PSE ELITE AWARD for being the best among the rest.

* Highlights: * Part of the pioneer batch for the Omni Globe/AT&T Premiere Activations Telecommunications account. * Created original templates for initial reports for the floor and submitted them on a daily, weekly and hourly basis to direct reports (OM/Client) * Known for my positive energy, dedication and patient style of team leading all over the site. * Has been known to handle stress well with a smile always. * Functions: * Managed agents on floor support with regards to attendance, quality, resolution, call handling and other statistics. * Did weekly coaching and daily call monitoring for the team and the rest of the production floor and work force & QA tasks for the entire account as well, as requested by the higher management.

* Highlights: * Transitioned reports to fellow analysts as early as 3 months in the company and created automated reports as well. * Functions: * Created daily reports for the DELL program and also trained for Agent Score card creation during the 2nd month in duty. * Got Quality Audit, Customer Satisfaction and all other data from agents of Sales, Chat, Voice and Email Line of Businesses for analysis in the given program.

* Highlights: *  Commendation Award *  Sales and Customer Experience Point of Contact * Green Alert Award (given as a Best in Class award for perfect quality score) * Functions: *  Provided technical support with regards to certain portable and desktop computer troubleshooting issues to customers through phone. *  Provided sales support to customers for specific electronics and accessories, and certain warranty extensions. *  Provided support on employee relations and winning culture programs.

Was for a time part of the UP Maroon Taekwondo team, my college A.I.T. Basketball team, and also a member of the UP AIT Travel Soc. and STAG Organizations. Activities and Societies: U.P. Travel Society, U.P. S.T.A.G.

Where I went to High School. Activities and Societies: Stingers Taekwondo Team, Student Council and Church Choir, Pasarelle Basket Ball Team B & C, Music Ministry