CLEMENTE ORTIZ BLANCO
No. 32 Balacbac Rd. “A”, Sto. Tomas Proper - Marcos Hi-way, Baguio City 2600
Mobile : -
Skype: clem.blanco
Email:-
Summary of Experience
Dec. 8, 2014 – Present
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L1 Technical Support
Virtual Co-worker
Primarily tasked to provide Level 1 support to various clients which includes responding to queries
submitted through ticketing system.
Provide inbound technical support to various network issues such as port security errors and other
internet connectivity issues.
Other duties involved were raising network events and outages to Level 2 and Level 3 for
immediate action. Updating network status and adding nodes to network monitoring console
Jun. 18, 2012 – Mar. 2013
Technical Support (Contractor)
RemoteStaff Inc.
Trafalgar Plaza Bldg. Unit A&B 27th Flr.
105 H.V. Costa Street Salcedo Village, 1227 Makati City, Philippines
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Responsible in providing Level 1 support to various clients which includes responding to queries
submitted through Zendesk.
Providing maintenance updates to service failures and maintenance schedules to.
Programming and updating Voip services which includes call routing, extension assignment and
programming IVR functions
Dec. 7, 2011 – Jun. 2012
Customer Service (Contractor)
RemoteStaff Inc.
Trafalgar Plaza Bldg. Unit A&B 27th Flr.
105 H.V. Costa Street Salcedo Village, 1227 Makati City, Philippines
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Provided coaching sessions to trainees in the areas of progress monitoring and schedule
adherence.
Jun. 28 – Dec. 13 2010
Senior Systems Exec. Administrator – EMEA (ITSM)
Cognizant Technology Solutions Philippines
6F Two World Sq. Bldg., McKinley Hills - Fort Bonifacio, Taguig City 1634
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Responsible in evaluating request from end-users, creating and assigning task to respective
functional teams for immediate action.
Responsible in assigning tickets and jobs to respective regional coordinators and functional
teams. This task also includes checking miss routed request, coordinate and monitor critical and
time-sensitive tickets, publish request status and updates to their respective coordinators and
point persons.
Provide the Tech-Lead an end of day report and hand-over report of current tickets which includes
on-going and pending request, request transfers and re assignments and request fails.
Jan. 2009 – Jan. 2010
Project Supervisor - Business Circuit Solutions
719 Mendoza St. Mandaluyong City
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Responsible in performing workforce management especially in outside plant deployments – this
function includes the field of analytical workforce requirement and deployment – inclusive of time
management (PERT/CPM), time keeping, logistics, team movement and strength.
Responsible in workforce management especially in the field of analytical workforce requirements
and deployment – inclusive of time management (PERT/CPM), time keeping, logistics, team
movement and strength. Conduct reviews and provide feedback to weekly progress reports.
Dec. 2006 – Jan. 2009
Team Lead (QUASI)
Dell International Services – Philippines.
2F 1800 Eastwood Ave. Bldg.- Libis, Quezon City 1110
A. Team Lead (QUASI) Inside Sales – 4 months
• Conduct focused group discussions for product specifics, positioning and rebuttals.
• Provide product orientation and process resource and technical information to product updates
and product line information with respect to the marketing strategies, keeping up-to-date
knowledge of the industry as well as the competitive posture of the company.
• Attend calibration meetings, provide sales and return reports and prepare activity and forecast
reports as requested.
B. Team Lead (QUASI) Tech Support – 9 months
• Function includes coaching and monitoring performance (Resolution Rate) and providing feedback
and appraisals (Call Handling) new techs.
• Contributes to the development and deployment of new support strategies with respect to
Resolution and Customer Satisfaction.
• Provide support to technical and service related issues, direct a course of action to complex
system related issues.
Certifications, Training and Accomplishments
DELL Certified Systems Expert
Microsoft Vista Certification Program
5S Champion
Contributor – Process Improvement (Yellow Belt)
Process Engineering Mentoring Program
Leadership and Workplace Professionalism
Green Alert Recipient for Outstanding Customer Experience
Outstanding Team Awardee - 2008
Other Employment
July 2006 – Dececember. 2006
Tech. Support Rep. - ETelecare Global Solutions
Ground Floor Plaz@ A Building Alabang City
October. 2003 – August. 2004
Tech. Support Rep. (eRep) - People Support (Asia) Inc.
Ayala Avenue Makati City
November 2001 – January 2002
Programmer
Office of the City Prosecutor
Dept. of Justice - Baguio City
November 2001 – October 2003
Instructor
AMA Computer Learning Center
Franchise Op. - Baguio City
April 1997 – February 2000
MIS Specialist/Programmer
Subic Legend Resorts & Casinos
Subic Bay Metropolitan Authority
Olongapo City, Philippines
Technical Skills
Applications
Open Office – Write, Spreadsheet and Database
Microsoft Office Applications – Word, Excel, Powerpoint and Access
Operating Systems
OpenSUSE, Debian and Debian derivatives such as Ubuntu Linux distributions
Microsoft Windows XP, Windows Vista and Windows 7
Programming
Languages
C++, Visual C++, Visual Basic, Pascal, Macro Assembler
HTML, JavaScript and CSS, Python, CGI/Perl, Java
Network Systems
Linux Network Environment and Microsoft Windows Network
Database Systems
Microsoft Access, Visual FoxPro, Borland dBase IV and Delphi, MySQL
VoIP Systems
Asterix and Elastix for VoIP PBX Systems, Yealink, Aastra, Cisco, Avaya for VoIP
Handsets
Educational Attainment
1986 – 1992
(Undergraduate)
Bachelor of Science in Management and Information Science
University of the Cordilleras (formerly Baguio Colleges Foundation)
Governor Pack Road, 2600 Baguio City
1983 – 1985
(Graduate) Electronics and Communications Technology
Baguio Electronics and Technical Institute
Chugum St., 2600 Baguio City
Personal Particulars
Age: 48 years
Date of Birth: 24 December. 1966
Nationality: Filipino
Social Security:-
Tax Id Number:-
Phil. Health:-
Spouse’s Name: Alona O. Blanco
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Dependents: 5
Passport No.: TT-
Civil Status: Married
