Daniel Fernando Soriano
14-3 Santa Maria Village 2, Balibago, Angeles City, Pampanga, 2009-| -
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SUMMARY OF QUALIFICATIONS:
More than 3 years of experience in technical support and customer service handling VPN, satellite,
and High End PC Hardware campaigns. Adept at handling high-end products for exacting,
professional clients with exceptional subject knowledge.
Experiences are focused on matching and surpassing clients’ expectation.
-Flexible in handling customers with a wide range of concerns
-Adaptive to dynamic working conditions
-Eagerness to form a strong foundation of knowledge to manage work challenges with
ease
-Able to prioritize workload and meet deadlines with minimal supervision.
WORK EXPERIENCE:
TopData Global IT Solutions
ExpressVPN Campaign
Technical Support Specialist (Chat and Email tickets)
April 2018 – May 2019
Tier 1 Technical Support and Customer Service for a VPN Company
Installation, integration, and troubleshooting across various technology platforms, such
as:
o Operating systems: OSX, Windows, Linux, Chrome OS
o Mobile: iOS, Android, Windows Phone and Blackberry
o Networking Devices: Routers, NAS
o Browsers: Firefox, Chrome, Safari
o Digital Media Players: Kodi, Roku, Chromecast, Amazon Fire TV Stick, Kindle Fire
o TV: Samsung, LG, Sony, Android TV
App quality assurance, including issue replication for bugs.
Recommendation of the best VPN locations for users.
Convergys Clark
DirecTV Satellite Programming - Billing and Technical
Escalations Specialist
October 2017 – April 2013
Took over and resolved escalated calls from frontline support
Managed escalations ranging from billing, technical and frontline call handling issues
Adapted to high-pressure workloads with irate customers and bring their confidence back
in client’s products and services
Provide holistic resolution on all escalated calls within the client’s order of support
Technical Support Specialist – Satellite TV
October 2016 – September 2017
Resolved billing and technical issues
Identified customer’s technical needs and abilities to engage and apply appropriate
support
Educated customers on products and services to make most out of their subscriptions
Asserted digital adoption on all calls to empower customer in taking advantage of online
resources to resolve issues on their own ensuring first call resolution and improve site
service levels
Circa Photography
Director of Photography – Circa Video Arts
November 2010 – September 2016
Led a team of videographers to realize clients’ vision and art
Ensured balanced, uncompromised quality
Adapted to client’s needs and created visions that incorporate the company’s creative taste
and the team’s talent and abilities
Adapted to high-pressure, emotional and demanding workloads and turned them in to
beautiful memories
Excelled in Adobe Video Editing: Adobe Premiere, Adobe After Effects
Dabbled in Photography Editing: Adobe Photoshop, Adobe Lightroom
Etelecare Eastwood
August 2009 – October 2010
Dell – Chat/Voice Technical Support Representative
Dell XPS high-end gaming PCs and laptops
Uphold customer satisfaction and loyalty to the brand through chat and voice interactions
Handled professional and knowledgeable clients expecting excellent customer support
Handled home users with varying degrees of product knowledge and resolution demands
Upsell products that elevate customer experience
Monitored own statistics and approaches to identify chat quality and opportunities
Tested and applied various techniques in reducing customer effort
SKILLS & PROFICIENCIES:
Microsoft Applications
CRM Applications
Adobe Premiere, After Effects, Photoshop, Lightroom
EDUCATIONAL ATTAINMENT:
Bachelor of Science in Nursing
Our Lady of Fatima University
Marulas, Valenzuela
Don Bosco Academy
High School Diploma
Greenmeadows, Pampanga 2009
Academic year 2004 - 2009
Academic year-
