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Romelieh Doculan, it support specialist

Romelieh Doculan

it support specialist·HCL Technologies

Philippines

Bachelor's degree, Information Technology

Work experience

Total years of experience: 4 years, 4 months

it support specialist

October 2024 - Present

HCL Technologies

Taguig, Philippines •Hybrid

October 2024 - Present

Delivered enterprise-level support across hardware, software, and network environments, resolving 45-50
tickets daily with 95% SLA compliance.
Troubleshot network connectivity issues (TCP/IP, DNS, DHCP, VPN) using diagnostic tools (ipconfig, ping,
tracert).
Supported VPN access troubleshooting including authentication and connectivity failures.
Managed Azure Active Directory tasks (account provisioning, password resets, identity management)
Monitored Citrix VDI environments to ensure system availability and performance.
Escalated complex infrastructure issues to senior teams with detailed diagnostics and documentation
Company industry:
IT Services

account managers sme

February 2021 - August 2022

TTEC

Pasay, Philippines •Remote

February 2021 - August 2022

Directed escalation management and implemented process improvement initiatives, resulting in measurable
gains in team efficiency and SLA compliance.
Facilitated onboarding and training programs to streamline workflows, reduce ramp-up time, and improve KPI
performance across operational teams.
Enhanced team productivity through structured knowledge sharing, issue resolution support, and continuous
improvement practices.
Company industry:
Call Centers & Customer Care Outsourcing

customer service clerk

January 2020 - February 2021

Teleperformance - Philippines

Makati City, Philippines

January 2020 - February 2021

Handled 30+ customer interactions daily across service and support channels
Resolved issues efficiently while escalating technical-related concerns when needed
Maintained accurate documentation using CRM systems
Developed strong communication, troubleshooting, and customer handling skills
Company industry:
Business Process Outsourcing (BPO)

Education

Oriental Mindoro State University

May 2022

May 2022

Bachelor's degree, Information Technology

Philippines

ACMCL College

May 2019

May 2019

High school or equivalent, Computer Science

Philippines

Skills

Customer Service Skills
Expert
Customer Service Skills
Expert
Service Desk
Expert
Service Desk
Expert
Hardware Support
Intermediate
Hardware Support
Intermediate
Customer Service
Expert
Customer Service
Expert
Customer Care
Expert
Customer Care
Expert
Problem Solving
Expert
Problem Solving
Expert
Call Center
Expert
Call Center
Expert
Hardware Installation
Intermediate
Hardware Installation
Intermediate
Multitasking
Expert
Multitasking
Expert
IP Networking
Intermediate
IP Networking
Intermediate
Software Support
Intermediate
Software Support
Intermediate
Attention to Detail
Expert
Attention to Detail
Expert
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Management
Intermediate
Management
Intermediate

Languages

English
Expert
Arabic
Beginner