Duane Mabag

D U A N E B. M A B A G VIRTUAL ASSISTANT --Block 3 Lot 3 Phase 3 Vienna Zurich St. San Marino City Salawag, Dasmariñas Cavite PROFILE • To have a stable profession in a leading private or public company that gives not only primary benefits but also above all offer chance for consistent growth and productivity. • Skilled Technical Support proficient in supporting hardware and software issues for computer systems. Specializing in troubleshooting software and hardware products. SKILLS Excellent Communication Skill Writing skills Customer service Telephone etiquette Process Management Troubleshooting EDUCATION 2013 - 2018 BS Information Technology Cavite State University Cavite Civic Center, Palico IV Imus Cavite 2008 - 2012 Paliparan National High School Phase 3 Paliparan III, Dasmariñas Cavite 2003 - 2008 Marymel Academy Inc. Ph 2 Paliparan III, Dasmariñas Cavite EXPERIENCE August 2019 – September 2020 Teleperformance Technical Support Representative MAAX Coral Way, Pasay, Metro Manila • Remedied issues quickly and within parameters of company-mandated policies and procedures. • Worked closely with each customer to carefully resolve issues within timely fashion. • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions. • Addressing customer concerns, demonstrating empathy and resolving problems swiftly. • Installing and Re-installing of software and follow the basic troubleshooting steps if needed. July 2018 – March 2019 Alorica Philippines Customer Service Associate Northgate Alabang, Muntinlupa City • Developed and actualized customer service initiatives to decrease wait times. • Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. • Collected customer feedback and made process changes to exceed customer satisfaction goals 94%. April 2017 – May -2017 IT Suppport (On the Job Training) SPi Global Pascor Dr, Parañaque City • Created Helpdesk tickets, troubleshoot and resolved desktop issues. • Determine hardware and network system issues using effective troubleshooting techniques. • Provided Tier 1 IT support to non-technical internal users through desk side support services. • Delivered onsite technical support for employees. • Answer questions and provided information to customers about new software or hardware. CHARACTER R EFERENCE Alex Antonio- Supervisor, SPi Global Rob Philip Hernandez- Trainer, Alorica Jover Caube- Colleague, Teleperformance