Denmark M. Gonzales

DENMARK M. GONZALES Block 54 Lot 18 Xavier Heights Subdivision Cagayan de Oro City, Philippines 9000 Phone number: - Email address:- Personal information Name : Denmark M. Gonzales Address : Block 54 Lot 18 Xavier Heights Subdivision Cagayan de Oro City Philippines, 9000 Age : 33 Height : 5’9” Weight : 145 Lbs. Date of Birth : November 19, 1983 Place of Birth : Cagayan de Oro City, Philippines, 9000 Civil Status : Single Citizenship : Filipino Religion : Roman Catholic Gender : Male Parents : Melchor B. Gonzales (Father) Dolores M. Gonzales (Mother) Summary Almost ten years of extensive hands-on experience with customer service for financial and billing concerns plus technical support for network engineering, troubleshooting and repair. Installed and configured complex routed LAN and WAN networks. Excellent verbal and written communication skills with the ability to interface at all levels. A team player who also can work well independently. Highly skilled in interpersonal communications, telecommunications, and team facilitation. WORK EXPERIENCE Email Support Specialists Thumbtack Home based online job December 2014 to April 2017 CUSTOMER ACCOUNT EXECUTIVE CONVERGYS 11th floor I2 building Asia Town IT park, Lahug Cebu City, Philippines June 2009 to Dec. 2012 JOB Description: Reviews customers account status and troubleshoot customers issue regarding cable service and cable boxes. Updates customer account, process order, upgrade customers cable services and add other features or channels. Explains the charges or the billing statement, process credits and side grade’s customers’ subscription. SENIOR PRODUCT SUPPORT SPECIALIST (Escalation Team) CONCENTRIX CDO Block 2 Lot 3, Trade St., Pueblo de Oro IT Park Cagayan de Oro City, Philippines July 2008 – April 2009 JOB Description: Caters exceeded threshold and unresolved calls from level 1 technician (Product Support Representatives). Provide quality technical support for networking devices which are not supported by the Product Support Representatives (Tier 1). PRODUCT SUPPORT SPECIALIST: Extended Service Program CONCENTRIX CDO Block 2 Lot 3, Trade St., Pueblo de Oro IT Park Cagayan de Oro City, Philippines March 2007 – July 2008 JOB Description: Provide customer service solutions from different clients needing assistance in USA and Canada by accepting the escalated call from the Product Support Representatives. Provide information in response to inquiries about product or services. Handle and resolve complaints regarding wired/wireless internet connectivity issues as well as specialty devices such as Print servers, Wireless Camera, Music Bridge, Storage Devices, VPN, Power over Ethernet Devices, Internet Telephony Devices and Analog Telephone Adapters. Accepts credit card information as payment for the technical support for out of warranty products before helping our client in doing the troubleshooting. PRODUCT SUPPORT REPRESENTATIVE CONCENTRIX CDO Block 2 Lot 3, Trade St., Pueblo de Oro IT Park Cagayan de Oro City, Philippines February 2006 – March 2007 JOB Description: Handles inbound calls from Linksys clients on installing/troubleshooting their networking devices by identifying the main problem and providing step by step instructions to help the client in solving the problem. Technical Specializations ·0 Proficient with DOS, Windows 95/98, Windows NT4 Workstation/Server and Windows ·1 ·2 ·3 ·4 2000 Pro server/Advance Server Installation and Administration, Windows 2003 Server, Windows XP PRO and XP Home Edition, and Windows Vista. MAC OS X, MAC OS 9 and 8 and MAC OS 10.4 Tiger. Hands-on experience in planning, designing, implementation, and maintenance of network projects. Broad end-user experience in desktop applications. Dial-up Networking Configuration, TCP/IP Protocol Configuration, LAN/WAN, VPN/DHCP/DNS Configuration, Switch and Hub Configuration and Wireless Networking Devices Configuration (Gaming Adapters, Range Expanders, Access Points, Ethernet Bridge and etc.) Print Server Setup/Configuration and Wireless Video Camera/Internet Camera. ·5 ·6 ·7 ·8 Modems(ADSL and Cable) and Router Configurations, Voice over IP (VOIP) Configurations Expert in Networking Infrastructure. Strong Knowledge in Systems Administrations Tools and Software Applications. Knowledge in current technology. RELEVANT EXPERIENCE Communication & People Skills: ·9 Consistently maintain a positive attitude and enjoy helping people. ·10 Articulate and very effective working with people of different backgrounds. ·11 Accurately record, member, and verbally communicate detailed information. ·12 Cooperatively work with others to produce and deliver required work. Organizational & Time Management: ·13 A problem solver who quickly grasps complex situations and turn them into manageable task. ·14 Produce quality work even when under extreme time pressure and deadlines. ·15 Ability to understand and fallow complex instructions to successful conclusions. ·16 Collaborates in teams to produced quality reports. Technical Skills: ·17 Excellent ability on computer functions and usage. ·18 Excellent knowledge on networking devices and applications. EDUCATIONAL ATTAINMENT Elementary:- City Central School Yacapin-velez streets, Cagayan de oro city High School:- Cagayan de oro City National High School 8th street, Nazareth Cagayan de oro City College:- Xavier University Course: Bachelor of Science in Business Management Corrales avenue, Cagayan de oro City Vocational: - Liceo de Cagayan University Course: AHSE (Associate in Health Science Education) Carmen, Cagayan de oro City- Calayan Educational Foundation Inc. Course: AHSE (Associate in Health Science Education) Red-V, Lucena City