Christopher Ruiz
Support Specialist III @Dayforce with 3+ years of experience where I have provided exceptional SaaS and CRM
support for the ANZ region. My focus is on delivering quick incident resolution, ensuring high customer satisfaction,
and cultivating strong client relationships. Proficient in CRM systems, I maintain clear documentation of every case
issue while meeting business SLAs and recommending process improvements to optimize workflows.
With more than seven years in technical support roles across SaaS and enterprise applications, I excel in technical
troubleshooting and data analysis, among other areas. My experience includes optimizing Office 365 and Windows
10 deployments at Optum.
I am motivated by a commitment to proactive customer support, teamwork, and delivering innovative solutions that
empower clients and teams.
Experience
MAR 2022 - AUG 2025
Support Specialist III | Dayforce Philippines | Quezon City, Manila
● Support for Dayforce HCM TALENT/LEARNING
● Dayforce HCM Recruiting, Learning, Onboarding, Performance Management, Engagement.
● L3 Support: Troubleshooting and maintaining both front-end and back-end systems for clients.
● Collaboration: Working with other teams and 3rd party partners to analyze and resolve client issues.
● Client Communication: Explaining technical issues, solutions, and preventive steps in clear, non-technical terms.
● Case Handling: Managing case routing, first responses, handovers, and coordination with other teams.
● SQL Proficiency: Program and script task as part of troubleshooting and issue resolution.
● Issue Resolution: Recreating/Testing the client's issues within Test environments to identify and unresolved or
recurring client issues.
JAN 2018 – MARCH 2022
Technology Support Analyst | OPTUM Healthcare | Cebu City, Cebu
● Provide IT support for Optum employees. Handle escalated applications-related incident tickets from the Level 1
Helpdesk.
Support would range from
- Windows 10 related issues
- Office 365 application issues
- Software deployment issues through Symantec Management Agent.
- Best effort support for other applications that are being used by the company.
● Provide support for Deployment and migration-type activities, specifically during the company's migration to
Windows 10.
● Also provided support for our Office 365 migration for users who are transitioning from Office 2010 and 2016.
JULY 2017 - NOV 2017
Technical Support Agent | Remote Staff Support Solutions | Cebu City, Cebu
Provide first level customer support through phone or chat. Support varies from Tech issues to Billing concerns and
first-time inquiries for potential customers.
AUGUST 2015 – MAY 2017
Product Support Engineer for ECM Software | Lexmark Enterprise Software | Cebu City, Cebu
● Provides support for Enterprise Software by Lexmark (Enterprise Content Management). Support is via phone,
email, and chat. Collaborate with fellow engineers, specialists, and experts to resolve product-related issues.
Provides recommendations on enhancing database performance.
● Provide break-fix troubleshooting upon first contact of the customer. Issues are not only limited to software
functionality but also to connectivity, setup, administration (software level and operating system level including
database side), and overall process flow. Also provides support to add-on core components of the software.
● Answers inquiries and guides the software usage and its functionality to the customer. Accurately and
professionally document all communication with the customer using Perceptive Software’s Salesforce CRM.
Creating and updating knowledge base articles for Lexmark Enterprise software customer portal.
APRIL 2013 - JULY 2015
Help Desk Support Analyst | XEROX Business Solutions | Cebu City, Cebu
Provides technical support for Johnson and Johnson employees, handling support queries via phone, email, and chat.
Also performed duties as an Incident Management Coordinator, where I tracked and managed incident and task
tickets to ensuring timely escalation to appropriate fulfillment support groups.
MARCH 2011 - AUGUST 2012
Technical Support Rep Level 2 | CONVERGYS Philippines | Cebu City, Cebu
Provides technical support for Time Warner Cable US customers. Diagnose and resolve complex home networking
issues, including router configurations and firewall settings. We also arrange on-site technician dispatches to a
customer service location for issues requiring a physical technician to check.
AUGUST 2008 - FEBRUARY 2010
Technical Support Specialist – DELL | ETELECARE Global Solutions | Cebu City, Cebu
Provides technical support for Dell products and peripherals, Dell-supplied software and applications covering
installation and fundamental usage. Contribute to the knowledgebase for Dell's product line, enhancing the self-help
resources for customers.
JULY 2006 - OCTOBER 2007
Level 3 Technical Support/Senior Customer Service Representative | AEGIS Philippines | Cebu City, Cebu
Provides advanced-level diagnostics and comprehensive testing to expedite ticket resolution or compile critical data
for escalation to higher-tier support. Served as the principal liaison for customers, delivering consistent updates and
managing expectations throughout the support ticket lifecycle. Collaborated with other service and repair
departments within EarthLink Business to ensure rapid response to customer concerns.
DECEMBER 2005 - JUNE 2006
Technical Support Representative - PALM | SYKES Philippines | Cebu City, Cebu
Provides technical support for PalmOne handheld devices.
AUGUST 2002 - SEPTEMBER 2004
POS/Network Administrator | BO’s Coffee Philippines | Cebu City, Cebu
Spearheaded seamless POS system deployment and integration across multiple retail store locations. Developed and
executed POS training programs for retail store managers and cashier operators. Managed POS administrative
operations, ensuring compliance with Local BIR regulations and mall requirements. Instituted a comprehensive
Preventive Maintenance Plan for all IT equipment, maintaining operational excellence in the Head Office and store
locations.
Skills
Dayforce HCM Cloud · SALESFORCE · Scenario Testing · Product Knowledge Article · Microsoft Office · Analytical
Skills · Product Testing · Customer Support · SQL
Education
MAY 2000
Diploma for Electronics Technology | Center for Industrial Technology and Enterprise | Talamban, Cebu City
Hobbies
Hiking / Camping • Bushcraft • Environmental Activities • Community Outreach • Stream Movies • Video Gaming •
Foodie
