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James Anthony Paras
I am experienced at rapidly absorbing, analyzing, and synthesizing large
quantities of information, new technologies, and software applications while
meeting demanding deadlines and producing superior results.
EMPLOYMENT
2015 - 2017
SOF TW A R E SU P P OR T MA N A GE R – Lexmark Enterprise Software
+ Manage and develop a team of professionals who support enterprise
software systems through effective leadership, coaching, training, and
mentorship.
+ Collaborates with other management to perform all HR duties related to
direct reports ; including selection, termination, performance evaluation,
motivation, pay status, budget outlook for the whole year, change
recommendations, discipline, training and development.
+ Handles escalation and complaint for technical issues pertaining to the
software applications or network related concerns.
2011 – 2014
TE AM L E AD – Lexmark Research and Dev.
+ Ensures teamwork by supervising staff in accordance with company
policies and procedures to deliver optimum performance.
+ Handles escalation and complaint for technical issues pertaining to
printers or network related concerns.
+ Provides leadership and coaching to team of agents and product
specialists.
2008 - 2011
TEC H N IC AL SU P P OR T RE P R ES E NT A TI V E – Lexmark Research and Dev.
+ Accurately diagnose, repair & maintain product(s) and accessories in
peak operating condition within published electrical, mechanical and
print quality specification
+ Assist customer with any issues or questions on Lexmark product(s) or
offerings
+ Troubleshoot hardware, software and network issues.
2007
TEC H N IC AL SU P P OR T RE P R ES E NT A TI V E – Teletech Holdings Inc.
+ Responsible for taking inbound calls and escalations for HP Printers (Home
/ Office Set up).
- |-SW EXPERIENCE
+ MS Office (Excel, PowerPoint, Word)
+ Siebel , SAP, Salesforce, MS Power BI (reporting), HTML, PHP, CSS, Sony Vegas
+ Photoshop, Kanban, JIRA, MySQL, XAMP, Wordpress
EDUCATION
2003 – 2007
B AC H EL O R OF I N FO R MA TI O N TE C H NOL O G Y
Cebu Institute of Technology – University
Cebu, Philippines
CERTIFICATION
2016
ITIL (Information Technology Infrastructure Library)
Foundation Certificate in IT Service Management
Cebu, Philippines
TRAINING
2016
Technology Services World 2016
TSIA (Technology Service Industry Association)
San Diego, California – USA
2016
Technical Collaboration
Readsoft Integration
Sydney, Sydney – Australia
2015
The Art of Managing a Technical Support Center
Bill Rose Training
Lenexa, KS – USA
2014
IMAGENOW SOFTWARE TRAINING
Perceptive Software / Enterprise Software
Lenexa, KS – USA
ADDITIONAL INFO
LinkedIn Account : James Anthony Paras
