JAY RYAN C. OUANO
I have over 10 years of customer and technical support experience. I have led
a team of 16-25 individuals for both voice and non-voice accounts. I always
make sure that I pay attention to each team member making sure that they
are effectively using their skills and help them realize their true potential.
I am a competitive and results driven person. I do my best to complete tasks
ahead of time. I am keen to details and always make sure I'm on top of things. I
believe that communication is KEY, especially when dealing with customers. I
am interested in learning new things.
Though I may be busy with work, I still find time for my family. They are very important to me as they are
the ones driving me to perform at my best.
WORK EXPERIENCE
o TECHNICAL SUPPORT ENGINEER, MAY 2018 – PRESENT
Upwork Enterprise
⮚ Provide timely resolution to both Admin and end user related issues. Ranging from Office 365 subscription,
installation, setup, etc.
⮚ Follow up and drive resolution for assigned senior tech cases.
o CRITICAL INCIDENT LEAD, MAR 2017 – JUL 2018
Lexmark Research and Development Corporation - Cebu Business Park, Cebu City
⮚ Drive priority escalations, which include both Critical and Urgent Situations, to closure, ensuring they are
resolved satisfactorily and in a timely manner.
⮚ Apply technical knowledge to guide involved parties and suggest approaches for resolution when
appropriate.
⮚ Track World Wide major incidents and Point of contact (POC) for Customer Operation's Manager (COM)
for any major incident.
⮚ Manage major incidents and coordinate real time service restoration drive resolution of outages
• provide updates to COM and customer on investigation and resolution of outages.
• voice of confidence during calls to assure the customer that Lexmark is doing everything we can to
restore services and help prevent future occurrences
⮚ Manage post mortem of resolved incidents
• work with TSC team and partners to create incident report
• send incident report to Global COM, Business Consultant, and Global Tech Ops for review.
⮚ Adhoc tasks:
• Assistant BCP coordinator
– help manage and track (Business Continuity Plan) BCP activities
– maintain and update assets assigned to each BCP participant • Update operational reports (Service Level Agreements, Time to Resolve, Root cause analysis, No Parts
used analysis)
o TEAM LEADER (LEXMARK – VOICE), FEB 2014 – MAR 2017
Lexmark Research and Development Corporation - Cebu Business Park, Cebu City
⮚ Supervise a team composed of 12- 15 front line agents providing technical support over the phone.
⮚ Coach employees for success or improvement.
⮚ Provide analysis, performance updates, and action plans to help improve and maintain performance
metrics.
⮚ Manage day to day operations.
● Make sure that the team's tools and equipment’s are working.
● Make sure that there is adequate staffing.
● Check attendance and make sure agents adhere to their breaks.
⮚ Handle customer escalations if necessary.
⮚ Develop staffing schedules by examining business needs and staff resources.
⮚ Lead the monthly “Breaking Barriers” meeting. This meeting was organized to have a venue to discuss any
updates, talk about process improvements and share best practices.
⮚ Developed “audio alerts” to help the team manage day to day operations.
o TECHNICAL SUPPORT (LEXMARK – VOICE), FEB 2013 – FEB 2014
Lexmark Research and Development Corporation - Cebu Business Park, Cebu City
⮚ Provide technical support over the phone for customers (BAU customers, KEY Accounts, Authorized
Service Providers (ASP), and Business Support Dealers (BSD) located in North America.
⮚ Tasked as queue manager. Made sure that Service Levels were achieved by ensuring that the team take
their breaks and lunch on time, non-productive auxes were minimized, and take in “overflow” calls when
needed.
o LEVEL 2 TECH SUPPORT (MICROSOFT - NON VOICE), SEP 2012 – FEB 2013
Convergys - IT Park, Lahug, Cebu City
⮚ Provide excellent customer support service through chat.
⮚ Install and troubleshoot any OS installation issues. (Windows 7,8, and 10)
⮚ Perform virus clean up on affected computers.
⮚ Perform system clean up to speed up computer performance.
⮚ Part of the top agents on the support website due to excellent customer satisfaction scores.
o TEAM LEADER (NON VOICE), NOV 2010 – SEP 2012
Teletech - Oakridge IT Park, Mandaue, Cebu City
⮚ Influence individuals to work at their best, provide coaching and feedback for agent development and
create/implement action plans which will help the agent improve in completing different tasks needed for
the job.
⮚ Ensure that agents are equipped with the right tools and skills to handle 3 concurrent chat sessions.
⮚ Ensure that quality service is provided to the customers through side by side or remote monitoring.
⮚ Provide survey feedback/analysis, stats updates and ensure that agents/team are aligned to the
company’s goal.
o AGENT SUPPORT GROUP (VOICE), SEP 2009 – NOV 2010
Teletech - Oakridge IT Park, Mandaue, Cebu City
⮚ Provide technical training to help the team provide excellent support to customers.
⮚ Provide real-time technical support to the team as well as take on any escalated calls that the L1 cannot
handle.
⮚ Monitor the team’s open cases and ensure that these are closed with proper resolution.
o TECHNICAL SUPPORT REPRESENTATIVE (HP TIER I - VOICE), OCT 2007 – SEP 2009
Teletech - Oakridge IT Park, Mandaue, Cebu City
⮚ Provide customer and technical support to customers over the phone.
⮚ Provide value to the customer by offering value adding services.
EDUCATIONAL BACKGROUND
o Bachelor of Science in Electronics and Communications Engineering, 2007
University of San Carlos – Technological Center
Cebu City, Philippines
TRAININGS / CERTIFICATION
o ITIL Foundation Certified (License Number: GR-JO)
o COPC Certified HPMT
o Process Documentation Overview
o Management Pipeline Development Program (MPDP)
o Goal Setting and Action Planning Course
o GPM: Coaching Benefits and Expectations for Facilitators
o GPM: Importance of Coaching for Learners
o Leadership 101: Adaptive Coaching Method
o Leadership 101: Time Management
o Train-The-Trainer Certification (T3)
o HP Certified Technical Mentor
SKILLS/INDUSTRY KNOWLEDGE
o Team Leadership
o Troubleshooting
o Microsoft Office
o Incident Management
o Customer and Technical Support
o Service Delivery
o Call Centers
o BPO
o Process Improvement
o BCP (Business Continuity Planning)
