Technical Support Quality Assurance

ALVIN V. TALAOGON

Seeking a position where I can maximize my 10+ years of Technical Support,

Management, Quality Assurance, Program Development and POS experience. Work Experience

IT Service Desk/ IT- Restaurant Associates September 2012 – October 21, 2022 Althawaqh Food Company (AFCO), Eastern Dammam, Saudi Arabia

- Answer and resolve technical issues through mostly calls and via chat and web program portal service at a large corporate ServiceDesk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365.

- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat, or email. Using remote control tools to assist customers when needed.

- Assist end users with their endpoint devices, and Contact Center solutions applications.

- Troubleshoot corporate applications (MS Office Suite, NCR ALOHA POS programs, enterprise-supported browsers.) with a Knowledge Base and assign issues to the appropriate support group as needed.

- Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.

- Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.

- Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.

- Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.

- Assistant Admin for Microsoft Office 365.

- Maintain technical knowledge related to our suite of hardware and software product lines and industry.

- Set up, configure, and test hardware and software components.

- Install software and hardware at client sites and support for clients to provide quick resolution to problems.

- CCTV cabling, installing and setting up programs.

- Repairs POS hardware parts that are broken and must be replaced.

- Repairing a broken Printer can be repaired or replaced with old accessories.

- Operator and maintenance of Biometric system.

- Maintenance and handling AV Logitech video conferencing.

- Provide training to clients regarding software, hardware, and troubleshooting techniques.

- Escalate high-priority, high-impact issues to the internal support teams.

- Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.). IT- Technical Support December 2002-Dec 2010

Zest Airlines, Pasay City, Philippines

- Support and maintain ticketing system programs as follows:

* SQIVA programs- International Airline Web-based Reservation and Ticketing System.

* SABRE Systems – International Airline Solutions Systems.

- Assist in the implementation of Network infrastructure in every branch.

- Assist with the installation and maintenance of computer hardware/software

- Identifying hardware and software solutions.

- Troubleshooting technical issues.

- Installing and configuring hardware and software.

- Resolving network issues.

- Speaking to customers to quickly get the root of tier problem.

- Providing timely and accurate customer feedback.

- Talking customers through a series of actions to resolve a problem.

- Following up with clients to ensure the problem is resolved.

- Replacing or repairing the necessary parts.

- Supporting the rollout of new applications.

- Providing support in the form of procedural documentation.

- Managing multiple cases at one time.

- Testing and evaluating new technologies.

On the Job Trainee (OJT) ABOITIZ ARGO at IT Department. Dec 2002 Domestic Road Airport, Pasay City, Philippines.

Education

Bachelor of Science in Computer Science 2000–2002

OLIVAREZ COLLEGE,

Paranaque City, Philippines

Skills

Technical Support C+. +C.+C. .+CC+.

NCR Aloha POS (Point of Sales) +C. C+. C+. +.C

MS Office, Office 365 .C+ C+. +.C

AnyDesk Remote Tool C+. C+. .+C

Personal

Address: Phase 9, Package 7B, Lot 10 block 27, Bagong Silang Caloocan City, Philippines Phone Number +639********* (Philippines)

Email: ad7g8e@r.postjobfree.com

Place of Birth: Iligan City

Gender: Male

Nationality: Filipino

Marital Status: Single

Driver’s License: 1

LinkedIn: https://www.linkedin.com/in/alvin-talaogon-4b935b8a/

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