Frederick John Cañete Suerte
Unit#111 Blg#6 Urban Deca Homes
Tabay Lawom, Tisa, Cebu City Philippines
Mobile No. (- / (-
Email address:-LinkedIn Profile: https://www.linkedin.com/in/frederick-john-suerte-18a0796a/
CAREER OBJECTIVE:
A responsible and rewarding position in a reputable institution which will provide me with the
opportunity to share and impart the knowledge I have gathered from my academic and work experiences;
and to be employed in an environment which will prove to be an avenue for learning, career growth, and
personal development.
WORK EXPERIENCES:Lexmark Research and Development from 2013 - Present
February 2015 – Present Customer Solutions Expert – WorldWide 3rd Level Solutions
Engineer
Roles and Responsibilities:
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Provide technical support for issues with complex solutions products that first-level
Solutions Agents could not resolve.
o Serve as primary escalation point for solutions support for all issues in a
particular geography that the first-level Solutions Agents could not resolve.
o Provide technical floor support at the Cebu site and chat-conference support
to all geographies in real-time.
o Work jointly with first-level Solutions Agents, who are based in the
geography of the customer, and with highly knowledgeable customers, such
as trained help desks, service technicians, IT administrators.
o Troubleshoot issues reported by customers or Lexmark personnel, such as
Professional Services Technical Consultants (formerly called Systems
Engineers in NA)
Quickly recognize the solution, leveraging master list of solutions or kbase to
confirm infrequently called-about solutions.
Rapidly review current state of the issue and troubleshooting information provided
by first-level Solutions Agent, customer, and other Lexmark personnel.
Quickly leverage information about customer environment, configuration, history for
troubleshooting
Recreate issues when appropriate.
If first-level Solutions Agent has not done so, narrow down problematic area of the
solution to a specific component.
Determine whether issue resides in Lexmark product, Lexmark product
configuration, or customer environment.
Determine if call should be handled by Perceptive Software GSS and follow the
Interaction Process appropriately.
Apply a systematic approach to problem solving through analysis of the problem
and evaluation of alternative solutions.
o Provide correct information and high-quality resolution for customer
questions/issues.
Escalate rapidly and within SLA to Product Engineering if a product defect
exists, unable to find a resolution, or issue is outside the scope of the
Agent’s defined support boundary for the product.
o Reassess urgency of the issue with first level Solutions Agent and possibly
the customer and apply judgment to reset the priority of the issue, thereby
re-establishing SLAs for all Lexmark roles involved in resolving the issue.
o May provide support by phone, email, chat.
o Provide technical floor support at the Cebu site and chat-conference support
to all geographies in real-time.
Proactively manage and drive escalated issues through the PE escalation process
to meet SLAs.
o Review all open escalations to PE as frequently as SLAs dictate (example every 4 hours for normal priority, hourly for high-priority) and process
updates.
Support issues related to configuration set at installation but subsequently
changed.
o Install and configure products to mirror customer configuration and
environment to allow troubleshooting.
o Understand how the configuration and initial setup impact operations.
Identify whether changes made to customer configuration impacted
operations, even when those changes are related to installation/set-up
aspects.
o May assist first-level Solutions Agents and customers with Installationrelated questions and issues.
Serve as the Solutions Agent
May interface directly with customers, although Solutions Agent will own the
communications and issue.
Collaborate on processes, training, knowledgebase.
Actively pursue additional knowledge to improve ability to resolve customer issues.
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PROGRAM RESPONSIBILITIES:
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Handles US, CANADA, LAD and EMEA for Lexmark Line of Businesses.
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Handles Team Supervisory.
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Team Point of Contact if Team Lead not around.
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Coach agents that need improvement in troubleshooting.
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Provide feedback to agent’s technical ability.
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Update agents if we have new processes.
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Take supervisory calls if customer request or if case needs higher level of support.
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Provide training if we have an updates on our products.
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Provide training to new L1 onboarding.
Certifications :
CompTIA Security + License Code: 6C00KLJHLD4415KP
Microsoft Certified Solutions Associate (MCSA) Windows Server 2012
Microsoft Certified Professional
Certified Cisco Network Associate Routing and Switching
License Verification No-IRXL
Lexmark Printer security training at Lexmark Headquarters Lexington Kentucky
Lexmark Level 3 Product Support:
Lexmark Smart Card Authention and Public Key Infrastructure
(Active Directory, LDAP, Kerberos)
Hyper-V / VMWare / Microsoft Azure
Lexmark Publishing Platform for Retail Cloud (SQL Database)
Lexmark Publishing Platform for Retail Premise (SQL Database)
Lexmark Forms Composer
Lexmark Forms Manager
Lexmark Scan to Network (SMB1,SMB2,SMB3, Samba)
Lexmark Scan to e-mail (SMTP)
Lexmark Device Deployment Utility (Lexmark product deployment)
Lexmark Licensing (Flexnet)
Pharos BluePrint (Active Directory,LDAP)
Pharos Uniprint (Active Directory,LDAP)
Ringdale FollowMe Print Release (Active Directory,LDAP)
Papercut Print Release (Active Directory,LDAP)
Card Readers (Elatec Twn4, HID Omnikey, Identiv Cloud, RFIDeas PcProx)
July 1, 2014 – January 2015 Lexmark Worldwide Solutions Support Representative
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Provide technical support for complex solutions products for highly knowledgeable
customers, such as trained help desks, service technicians, IT administrators
through phone and email.
Apply a systematic approach to problem solving through analysis of the problem
and evaluation of alternative solutions.
Own each issue until customer confirms it is resolved and own customer
communications (call-back, status updates, etc) related to the issues customers
report.
Maintain professional communication with customers in all circumstances.
Establish relationship with the customer, gaining knowledge of the customer’s
environment, configuration, business, and build trust and rapport with the customer.
Calm and assure customers who are upset by product or other issues.
Adapt to customer’s level of knowledge.
Collaborate with team members to increase the efficiency and effectiveness of the
processes/procedures.
January 7, 2013 – June 2014 Lexmark Technical Support Rep. North America Software
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Answer calls to Lexmark end users, IT, Helpdesk and onsite technicians who got a
problem for single functions and multifunction printers.
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Answer calls to Lexmark end users, IT, Helpdesk and onsite technicians who got
problem how to Setup the single function and multifunction printers into a computer
for USB, Network wired/wireless connections.
Answer calls to Lexmark end users, IT, Helpdesk and onsite technicians who got
problem installing the software and driver of the single function and multifunction
printers to a computer/servers.
March 6, 2012 – January 6, 2013 Teletech Holdings Inc.
Charter Communication Support
• An international inbound/outbound contact center
that handles various support.
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Nov 4, 2009 – March 4, 2012 Teletech Holdings Inc.
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Hewlett-Packard (Agent Support Group)
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March 1, 2008 – Nov 4, 2009 Teletech Holdings Inc.
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Hewlett-Packard (Call Back Team)
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Responds to common inquiries or complaints from
clients or other members of the business community
Work closely with agents and supervisors to deliver
service level goals.
Reaches and maintains the level of technical.
Competence and customer service skills as required
for the post.
Follows prescribed problem resolution procedures
Provides floor support for the account by taking
supervisory calls and help agents/teammates in
maintaining quality service to customers.
Provides floor support for the account by taking
supervisory calls and help agents/teammates in
maintaining quality service to customers.
Supervises/monitors/coaches the agents to ensure that
they meet/surpass the client’s requirements.
Update the agents if there are new processes and
troubleshooting.
Give callback for issues queued for escalation from:
Agents,Supervisor, Engineering Team.
Follows prescribed problem resolution procedures
from Engineering Team.
Ensures that cases and callbacks are logged in
accordance with the Data Quality guidelines.
Callback customer on right time scheduled to continue
the troubleshooting.
Reaches and maintains the level of technical
competence and customer service skills as required for
the post.
Oct. 8, 2007 – Feb 29, 2008 Teletech Holdings Inc.
Hewlett-Packard Technical Support Representative
• Accountable for providing a high level of technical
response to the customers of our clients.
• Ensures that all communication with customer is
within the guidelines of the client.
• Follows prescribed problem resolution procedures
• Reaches and maintains the level of technical.
competence and customer service skills as required for
the post.
• Work closely with agents and supervisors to deliver
service level goals.
PROGRAM RESPONSIBILITIES:
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Handles CANADA and US Line of Businesses.
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Handles Team Supervisory, with 20 agents.
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Team Point of Contact if Team Lead not around.
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Coach agents that need improvement in troubleshooting.
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Provide feedback to agent’s survey returns.
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Update agents if we have new processes to follow.
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Take supervisory calls if customer request.
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Provide training if we have an updates on the product that we support.
ORGANIZATIONS AND INVOLVEMENTS:
2021 – Present
2013 – Present
2007 -
Lexmark Bike Club
Lexmark Football Club
Teletech Football Club
Philippine Team “Samsung World Cyber Games” (Counter Strike)
PERSONAL DATA:
Nationality:
Gender:
Age:
Date of Birth:
Place of Birth:
Current Address:
Status:
Height:
Filipino
Male
38
March 13, 1985
Iligan City Lanao Del Norte Philippines
Blg6 Unit111 Phase 1 Urban Deca Homes, Tisa, Cebu City
Married
5’ 3”
REFERENCES:
Charisse Magdadaro-Team Lead – WorldWide-L3 Solutions Support Engineer
Lexmark Cebu Philippines R&D
Mobile No.: (-
James Anthony Bulabos-WorldWide-L3 Solutions Support Engineer
Lexmark Cebu Philippines R&D
Mobile No.: (-
John Jacob Magno-WorldWide-L3 Software Support Engineer
Lexmark Cebu Philippines R&D
Mobile No.: (-
