Junry Resaba

Junry Resaba DASCCG, Lutopan, Toledo City Phone:- - Seasoned Technical Support Specialist with Eight years support experience for an eSignature provider. Critical thinker and manifests excellent problem solving skills. Quick and sharp in addressing challenging issues. Quality focused and delivers over the top customer support experience. Work Experience Tier 1 Technical Support Advisor 09/2020 – 08/2021 Concentrix, Cebu City • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. • Explained technical information in clear terms to non-technical individuals to promote better understanding. • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. • Explained technical information in clear terms to non-technical individuals to promote better understanding. Tier 2 Technical Support Specialist 06/2012 to 06/2020 Fusion BPO, Cebu City • Documented all transactions and support interactions in system for future reference and addition to knowledge base. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Analyzed and verify user's issues to identify troubleshooting methods needed for quick remediation. • Helped streamline repair processes and update procedures for support action consistency. • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. • Explained technical information in clear terms to non-technical individuals to promote better understanding. • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Skills • Highly trainable and quick learner • Flexible, adaptable and proactive • Multitask, organized and able to prioritize effectively • Proficient English communication skills (oral and written) • Composed and patient when dealing with clients • Can function independently or cooperatively as required • Excellent probing and diagnostic skill Education Bachelor of Science : Information Technology University of Cebu – Sanciangko St, Cebu City, 6000 Cebu- Interests • Solving logical problems • Traveling • Playing strategic video games • Sci-Fi, Biography and Series Movies • Singing & Dancing Character Reference Dibbee Kennelyn Canete Account Supervisor - Fusion BPO- Clariece Lagunay Senior Technical Support - Fusion BPO- Einfaye Laogan Technical Support Specialist - Concentrix-