Technical Support
Sykes Asia
Total years of experience :16 years, 5 Months
Account: A Top US Telecommunications Company
Provided world-class customer service to clients by addressing all questions and concerns until customers are satisfied.
Assist with clients over the phone, troubleshoot, and analyze complex issues related to their billings, promotions, data & wireless network issues, and all technical features offered.
Planned and executed many site activities in the Oil & Gas include SAT, shut-down and on-line maintenance, configuration, calibration, commissioning, diagnostics, installation, troubleshooting, with best practices, useful techniques, scheduling achieving lesser turnaround and completion of project in a tight deadline, and resolving customer problems on-site.
Accomplished the execution of many site service activities to end-users and customers, to fulfill the company's strong presence for the supply of Yokogawa field instruments, spare parts, and maintenance services. With over 1000+ transmitters and instruments commissioned, configured, evaluated, installed, repaired, and/or replaced within the 1-year duration.
Processed warranty claims for all Yokogawa field instruments starting from initial evaluation, diagnosis, root cause analysis, troubleshooting, technical report writing, and monitoring until the product delivery and close-out, ensuring commitment to customers.
Major Project Involvement:
SADARA-Yokogawa Corporation of America Warranty Program
January 2014 - June 2017
Analyzer Technician | Project Engineer
Yokogawa Measurementation Division in Houston, Texas supplied a total of 48 major, 46 minor, and 175 small units of Analyzer Shelter Systems. The integration of third-party analytical instruments, gas and liquid analyzers, sampling conditioning systems, thermal controller, LEL (lower explosives limit), chlorine and oxygen gas sensors/detectors, safety alarm and smoke alarm detection system, and HVAC controls connected to HMI, PLC sending signals to DCS.
Received a certificate of appreciation from Yokogawa Corporation of America for the excellence of work during the Yokogawa-SADARA Warranty Program. Managed and co-managed the warranty project at the site during the construction and pre-commissioning stages. Involved in both management and hands-on execution from start to close-out of the 450+ punch list and site services request. The program duration lasted 3-years starting from Houston, Texas to Jubail, Saudi Arabia.
Planned daily task activity in the field, including collaboration with 8+ major EPCs, project consultants, stakeholders, and testing of systems to verify that installation or repairs were successful.
Organized site warranty work activities, site services (FAT, SAT), change orders, design modifications, local procurement, and other logistical activities.
Lead a team of local contractors involving 2-4 technicians, coordinated, and communicated effectively all special tasks, mentored in problem-solving and troubleshooting techniques.
Monitored and supervised local contractors to achieve high-quality work which resulted in the satisfaction of stakeholders.
Monitored warranty parts supply from Houston, controlled and allocated materials appropriately. Identified materials for local and international purchases that saved time and money.
Organized and prioritized work to complete assignments in a timely, efficient manner. Supported the product manager and local business partner for the sales of Coriolis Flowmeter in Qatar.
Attended to end-users in the Oil and Gas that improved company's face-time and relationship with the customer.
Conducted product demonstrations, educated clients, and trained the end-users to use advanced diagnostic features of the Coriolis flow meter.
Product Specialist in Asia -Pacific
Rosemount Flow Division
Provided high-level technical expertise on Vortex and Magnetic flowmeter in the Asia Pacific. Supported all internal and external customers involving applications review, sizing, troubleshooting, and installation guidelines. Initiated and processed the warranty claim. Helped and trained new hires.
Back-Office support responded to all technical product questions over phone and email. Maintained an average of 75% 24-hour turnaround time.
Contributed to the success of faster service to Asia customers, with improved response times by cutting the timezone difference, offloading the task of North America mailbox, routed to the ownership of APAC mailbox.
Collaborated with North America product specialists and shared experiences with solutions to product issues encountered. Maintained Knova Knowledge Management database to record and document reported problems with solutions.
Technical Support Engineer
Rosemount Measurement Division
Worked closely with Rosemount Customer Central in North America from Manila back-office, supporting the Inside Sales representatives. Provided expertise in Export Quotes and Project Proposals, product sizing, customer datasheet review and model selection of all Rosemount products, and quote generation using Oracle order entry.
The success of the Export Quote team led to the future creation of TSA support team that evolved the roles of both Inside Sales Representative and Business Administrator in one.
Special Client Citation was presented to the team for the outstanding contribution to the account.
Worked well independently, assigned to oversee local dealers in northern Luzon for motorcycle services activities. Provided technical expertise in the field, presented product orientation and mechanic service training, and administration of warranty claims and technical reports.
Provided pricing quotations and bid preparation of field instruments for Oilfield customers.
Obtained 128 training/contact hours/PDU's and completed the Diploma in Applied Project Management.
Supervisory Control and Data Acquisition, 2019-30713-12-044158, 2019 Programmable Logic Controls, 12-B7-16321-12-044158, 2012 Calibration for Process Instrumentation, 12-B7-15823-12-044158, 2012 Industrial Process Controls, 12-B7-15827-12-044158, 2012 Pneumatic Industrial Controls, 12-B8-15811-12-044158, 2012
Graduated with a degree of Bachelor of Science in Mechanical Engineering in November 1998. Passed the Registered Mechanical Engineering Licensure Examination in April 1999. License Number 0054730 - Professional Regulation Commission.
