Alfredo Adriano Iii

ALFREDO ADRIANO III TECH SUPPORT | HELP DESK TECHNICIAN Experience Stefanini 2022 - Sept. 2025 Help Desk Technician Provided technical support to Mastercard employees, troubleshooting hardware, software, and network-related issues via phone, email, and live chat. Assisted in diagnosing and resolving technical concerns, including system errors, application malfunctions, and connectivity problems. Concentrix 2020 - 2022 Email Support Responded promptly and professionally to customer inquiries regarding shipment status, delivery timelines, and service options via email. Resolved shipment issues, including delayed, lost, or misrouted packages, by coordinating with internal teams and providing timely updates to customers. shipments, customers with account management, tracking Assisted and understanding FedEx policies and procedures. VXI Global 2017 - 2020 Technical Support Associate Provided technical support to AT&T U-Verse customers, addressing issues related to internet connectivity, phone services, and TV functionality. Guided customers through step-by-step resolutions for equipment setup, configuration, and issue resolution. Scheduled technician visits for complex technical problems, ensuring customer availability and efficient resolution. Teletech 2016 - 2017 Technical Support Associate Provided technical support for Telstra customers, resolving issues related to phone and internet services. Diagnosed and troubleshot connectivity issues, equipment malfunctions, and service disruptions using effective problem-solving techniques. Assisted customers with modem/router setups, network configurations, and account settings. Teleperformance (previously Aegis) 2012 - 2016 Quality Analyst Monitored and evaluated customer service representatives' calls to ensure compliance with quality standards and company protocols. Conducted detailed call listening sessions to assess communication skills, problemsolving abilities, and adherence to scripts and guidelines. Identified areas for improvement and provided constructive feedback through oneon-one coaching sessions with agents. Collaborated with team leaders and management to address recurring quality concerns and improve training programs. Education Skills 2006 - 2011 Technological Institute of the Philippines Bachelor of Science in Civil Engineering Technical Support Email Support Customer Service Quality Assurance Tools Salesforce Microsoft Outlook Microsoft Office Google Workspace