Bermar Emnacen

Bermar N. Emnacen SUMMARY An IT professional with a background in technical support, customer care, and troubleshooting across various industries. Skilled in both front-end and back-end programming, network setup, and problem-solving, with a strong ability to manage customer issues through multiple communication channels. Proven track record in resolving technical problems efficiently, working within service level agreements (SLAs), and providing exceptional customer service. Committed to continuous learning and adapting to new technologies to drive organizational success and enhance client satisfaction. SKILLS • Analytical problem solver • Tech-savvy • Flexible • Strong work ethic • Detail-oriented • • • • Excellent English speaker Knowledgeable in Windows OS Knowledgeable in front-end and back-end programming Knowledgeable in network setup EDUCATION Bachelor of Science in Information Technology Cebu Institute of Technology – University 2010 – 2015 PRE-PROFESSIONAL EXPERIENCE Desktop Support (Intern) Taiheiyo Cement Phil. Inc. June 2014 – Oct 2014 EMPLOYMENT HISTORY Level 1 Professional Elevation Specialist - Remote, Part-time Delight Dynamics • • • • • • • July 29,2025 - Present Respond to support tickets via email in a clear, professional, and timely manner. Categorize, prioritize, and route issues per defined workflows. Provide basic troubleshooting and escalate complex cases to Tier 2 or specialists. Collaborate with cross-functional, offshore, and onshore teams to streamline workflows and ensure smooth handoffs. Document interactions, resolutions, and keep tickets updated to meet quality standards. Use templates and knowledge base articles for consistent responses. Monitor system alerts, flagged tickets, and assist with updates, verifications, and recurring checks. Level 1 Technical Support – Remote August 4, 2022 – April 28, 2025 Scicom (MSC) Berhad • Primarily answer calls to assist customers with their laptop technical needs. • Assisting customers through chat channel with 3 concurrencies. • Attending to eTickets, e-mails assigned. • Performing daily follow-up to assigned tickets. • • • • • • Escalating cases to Level 2/3 Team when needed. Warranty eligibility verification. Performing remote desktop to troubleshoot software/hardware issues. Identifying root-cause of BSODs. Performing updates to end-users' machines (laptop, desktops, AIO). Resolving cases within the SLA in accordance with SOPs. Customer Care Specialist I (Domain and Email Tech Support) August 6, 2021 – July 31, 2022 Dreamscape Networks A trusted and affordable online solutions provider of domain names, hosting and technology solutions and owns Australia’s #1 domain brand Crazy Domains and Singapore's #1 .sg domain and #1 hosting provider Vodien Internet Solutions. • • • • Investigating and helping customers recover their account access. Attending to their billing concerns. This includes locating account charges, refund request, upselling and cross-selling. Educating, troubleshooting and/or walking through the customer in setting up the DNS records. Providing basic assistance to their hosting/website and email concerns. Collections Representative – Remote November 2020 – March 2021 SYNCHRONY FINANCIAL GLOBAL SERVICES Synchrony bank is the largest provider of private label credit cards in the U.S. • Collecting customer’s overdue balance. • Analyzing and identifying customer’s needs. • Helping customers pay for important expenses. Technical Chat Support May 2019 – March 2020 Ring Amazon (Teleperformance) Ring is a home security and smart home company owned by Amazon. Ring manufactures home security products that incorporate outdoor motion-detecting cameras. • Walking through customers in setting up devices through chat/e-mail. • Troubleshooting doorbell/camera devices through wireless and hardwired connection (AC/PoE). • General inquiries including setting up monthly/yearly payment plan. Technical Phone Support Telstra (Teleperformance) June 2016 – May 2019 Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services. • • • • • Logging and troubleshooting telephone line issues. (No dial tone, Messagebank, Noisy, Incoming and outgoing call problems and etc.) Deploying field technicians. Testing and re-programming phone lines if applicable. Escalating network outages. Daily reporting of cases worked on.