JOSE ZALDY OMPAD JR
A versatile IT professional with over 8 years of experience in different aspects of
technology. I am leaning toward developing my technical skills such as automation,
front-end programming, and new technology. With my track record of experience,
I can easily adjust to a fast-paced environment and accept new challenges.
EXPERIENCE
CONTACT
SENIOR PRODUCT SUPPORT ANALYST
--Manadue City, Cebu Philippines
EveryMundo a PROS Company (US Based Company)
August 2021 - Present
Quickly and efficiently triage client requests, escalating issues as needed
based on diagnosed Priority level.
SKILLS
Strong Communication
Microsoft SharePoint Functionality
Office 365
JIRA and Zendesk
Manual QA
Postman
SQL, Bootstrap, CSS, C#, and JSON
WordPress Developer
EMR Software Integration
Manage customer ticket queues ensuring all Service Level Agreements are
met, customers are kept up-to-date on requests, and tickets are resolved
expeditiously.
Assist customers with Content Management System updates, settings, and
configurations.
Collaborate with different departments to resolve and get the root cause
analysis.
TECHNICAL SUPPORT ENGINEER
8x8 Asia. (US Based Company)
June 2020 - August 2021
CISCO
First respondent to our client with a wide scope of issues in the ticketing
HL7 Integration
system Zendesk.
Troubleshoot CPaaS Applications mainly in SMS and other related concerns
with the client.
CERTIFICATE
Resolving QoS (Quality of Service) issues.
Manage adhoc tasks including backtracking finances and updating price
Six Sigma Yellow Belt Certified
services and other CMS inquiries from internal and client phasing.
QUALITY ADMINISTRATOR II
EDUCATION
RealPage Philippines Inc. (US Based Company)
November 2018 - June 2020
2009 - 2015
UNIVERSITY OF CEBU
Bachelor of Science in
Information Technology
Responsible for providing excellent output and perfect functionality of real
estate software products.
Develop critical test cases in all products being implemented.
Creating reports, process documents, and training for all real estate products.
Review quality specifications to provide timely and meaningful feedback for
each software implemented.
EXPERIENCE
IMPLEMENTATION ANALYST II
RealPage Philippines Inc. (US Based Company)
April 2018 - November 2018
Implemented different types of real estate software products this involved
creating lead tracking, website, and other processes that involved real estate.
Integrate different software APIs to deploy the product.
Create process flow documentation for every new product acquired by the
company.
Assist client and internal team in the pre-live and post-live deployment of the
implementation.
Coordinate with the US counterpart to develop a new process of
implementation.
HARDWARE INTEGRATION ANALYST
ELI GLOBAL (US Based Company)
Febuary 2016 - December 2017
Integrate and maintain different types of eye medical equipment, such as
HL7, using LAN and cloud setup via remote desktop control.
Front-line support to resolve issues via ticketing systems like Kayako
Responsible for teaching and creating technical documentation for new
equipment integrations.
Configure, install, and update custom software for EMR and third-party
equipment from the client.
TECHNICAL SUPPORT
ELI GLOBAL (US Based Company)
August 2015 - Febuary 2016
Support L1 and L2 technical support of the EMR (Electronic Medical Record)
software, this involved other software integrated into the software.
Answer calls, chats, and emails to resolve technical issues about the EMR
software.
Create and update process documents for the software.
