Technical Support
GENPACT
Total years of experience :36 years, 6 Months
Monitoring and maintaining the computer systems and networks within an organization in
a technical support role.
Working with customers/employees to identify computer problems and advising on the
solution
Logging and keeping records of customer/employee queries
Analyzing call logs to spot common trends and underlying problems
Updating self-help documents so customers/employees can try to fix problems themselves
Working with field engineers to visit customers/employees if the problem is more
complicated
Testing and fixing faulty equipment
Senior Technical Support at Genpact Philippines
May 2013 to Oct. 2015
• Monitoring and maintaining the computer systems and networks within an organization in a technical support role.
Process Provider
Jan. 2011- Aug. 2012
• Set up appointments for visa applicants’ interview and inform them of important documents and application process.
• Offer assistance to petitioners the process of immigration and answer queries of callers who follow up their petitions.
• Provide information thru phone inquiries from United States of America and Philippines.
Senior Telephone Associate at Philippine Long Distance Telephone Company
Nov. 1988 - Sept. 2005
• Perform clerical and administration duties such as encoding, proofreading, sorting mails, and assisted tasks for workforce.
• Assist in promotional campaign for the Company products, services, and savings plans as needed.
• Assigned as Staff Coordinator in PLDT Call Center Business Group and other internal and external personnel in the other Divisions within PLDT regarding incentives, awards, issues and concerns.
• Assigned as Document Controller in PLDT Call Center Business Group.
• Coordinate all activities related to the Document Control procedures
• Assisted as staff in PLDT Employee Relations in various special events for community relations of PLDT
• Works with Human Resources to prepare the job descriptions and ensures proper procedures for review and approval are met at the department level
Marketing and Event Coordinator
Plan, Budget, organize, coordinate, design and layout an external and internal events
Directory Assistance Associate
Nov. 1987 - Nov. 1988
• Provide information by accessing alphabetical, geographical, or other directories
Process Provider
Provide available Information thru phone inquiries - from USA and within Philippines
Set up appointments for visa applicants’ interview and inform them of important
documents and application process
Offer assistance to petitioners the process of immigration and answer queries of callers
who follow up their petitions
Give out additional instructions/information and updates to applicants
In constant coordination with the client (US Embassy) concerning applicants’ requests,
complaints and concerns; go on plant visits and meets with Embassy officials and staff for
continuous discussions and updates
Developing, designing, or creating new applications, ideas, relationships, systems, or
products, including artistic contributions.
* Provide Information thru phone inquiries - from USA and within Philippines
* Set up appointments for visa applicants’ interview and inform them of important
documents and application process
* Provide additional petitioners the process of immigration and answer queries of callers
who follow up their petitions
* Give out instructions/information and updates to applicants
* In constant coordination with the client (US Embassy) concerning applicants’ requests,
complaints and concerns; go on plant visits and meets with Embassy officials and staff for
continuous discussions and updates
* Operate computer systems to advance and complete connections, including those for local
and international calls, pay telephone, mobile, person-to-person, and emergency calls.
** Perform clerical and administration duties such as typing, proofreading, sorting mail an
assisted task for workforce
* Promote company products, services, and savings plans when appropriate.
* Assisted as Staff in PLDT Call Center Business Group in coordinating with Division within
PLDT and other internal and external personnel regarding incentives, awards and
concerns.
* Assisted as Staff in PLDT Employee Relations in various special events for community
Relations of PLDT.
