R E S U M E
LEOLIZA E. INFANTE
Lot 5 Blk 13, Malvar St.,Sto. Nino Area D, Camarin, Caloocan City
Contact No. : -
Email Add.:-
PROFESSIONAL EXPERIENCES
QUALIFICATIONS SUMMARY
18 years of work experience in Technical Support, SaaS, Call Center, Customer Service and Business Management.
GENESYS CLOUD SERVICES, NICEINCONTACT PHILIS.,TELUS PHILS., 24/7 Customer Philippines, Inc - CONVERGYS,PHILS., Inc. - Accenture Inc. TELETECH- –12 years of work experience in Software Companies, CALL CENTER and Computer Industry. With 5 Big Call Center Companies I’ve worked for, I am confident to handle any TECHNICAL ACCOUNTS and can deliver excellent customer service.
01 SYSTEMS, WLL (Manama, Bahrain) - SUBIC BAY METROPOLITAN AUTHORITY – 7 years of work experience in Computer Industry specifically in Technical Support, Network and Systems Administration
YOBIBYTE INTERNET CAFÉ & YOBIBYTE FOODSTOP – 3 years of work experience in Business Management. I am proud to say that in 3 years of starting and managing our family business, it expanded from 1 branch to 3 branches of food chain in our place. Our Internet Café expanded from 7 units of computer to 15 units of computer now and ventured to Digital Printing, which includes, photo printing, Tarpaulin printing, Tshirt printing, Photo Invitations, scanning, Typing and research, Lamination, and other desktop publishing
PROFESSIONAL EXPERIENCES
GENESYS CLOUD SERVICES CAYMAN LTD
February 10, 2023 - Present
Position: Senior Technical Support Engineer
Genesys Cloud CX
• Provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions via phone, online, chat, and email.
•Develops subject matter expertise in our core technologies, ACD/IVR, Workforce Management, Screen Recording, Analytics, CXone Quality Management, Reporting, Dialer, Co browse, Co pilot, AI
•Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues.
•Reads and analyzes network and other technical diagrams to aid in problem diagnosis and resolution.
•Provides timely, articulate, effective and substantive updates via our incident management
system (Salesforce), and JIRA ensuring that all details of case work are captured into case notes for each incident. Ensures that these details are given to the customer in regular cadence throughout the resolution process.
•Identifies, documents, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
NICE inContact
June 9,2019 – Feb 6, 2023
Position: Technical Support Engineer II
CXone/Engage/QM products
• Provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions via phone, online, chat, and email.
•Develops subject matter expertise in our core technologies (NICE inContact CXone™), ACD/IVR, Workforce Management, Screen Recording, Analytics, CXone Quality Management, Reporting, Dialer, ENGAGE QM products, etc.
•Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues.
•Reads and analyzes network and other technical diagrams to aid in problem diagnosis and resolution.
•Provides timely, articulate, effective and substantive updates via our incident management
system (Salesforce), ensuring that all details of case work are captured into case notes for each
incident. Ensures that these details are given to the customer in regular cadence throughout the
resolution process.
•Identifies, documents, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
•Knowledge in
oACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc.
oSONUS, WebRTC, SIP, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
oEthernet hardware, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
oRelational Databases, REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation,
oCRM software such as Salesforce
onetworking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
ACCOMPLISHMENTS:
-Consistently received an Excellent Annual Performance Review
-Consistently met the Metrics (No. of Closed cased, QM, Post-SLA, Attendance)
-Received 3 Salary increases in a year.
-Conducted NICE ENGAGE Training for New Hires
-Got qualified for Retention Bonus
-Was able to contribute in KB article creation
TELUS INTERNATIONAL PHILIPPINES
March 01, 2017 – April 27, 2019
Position: Technical Support Rep III
Google Cloud Account
CHAT / EMAIL / VOICE support for all G Suite Core Services.
Assists customers / Administrators in their GOOGLE CLOUD ACCOUNT like, GOOGLE VOICE, GMAIL, Google Drive, Calendar, Google Hangouts, Contacts, Groups administering concerns.
Walkthrough customers in setting up G Suite accounts from Domain Name registration and renewals to users creation and basic administrations walkthroughs.
Provides basic billing and sales inquiries.
Assists new customers with Data Migrations.
Ensures call quality is observed while rendering help to customers.
Achivements:
Top 1 Agent Turn up the heat challenge (August 2017)
Rank 3 (Coach Camp) for the month of June 2017
Rank 6 (Solutions) for the month of August 2017
Rank 15 (Solutions) for the month of September 2017
Rank 4 (Solutions) for the month of October 2017
Received 4 commendations from customers since the day I started in the production.
TELETECH
March 16, 2016 – October 14, 2016 (7months)
Position: Technical Service Representative
CABLE/INTERNET/PHONE Account (VERIZON FIOS)
Troubleshoot and resolve issues pertaining to Internet, Cable TV, and Phone service.
Assists customers in their Email, Wireless, McAfee Internet Security Suite Installations and troubleshooting
Walkthrough customers in activating and deactivating Phone features (Voicemail, Call waiting, Call Trace, Call blocking, etc.)
Assists customers in setting up their TV, DVR, RECEIVER, DVD, VCR and program Remote control to work with the cable service.
Ensures call quality is observed while rendering help to customers.
Provides clear and simple explanations while working closely with people to develop solutions to their problems.
YOBIBYTE INTERNET CAFÉ & YOBIBYTE FOODSTOP
August 2010 - 2015
Position: Operations Manager / Owner
Started and manages the whole operation of our Computer shop, and 3 branches of food stop.
Monitors the appearance of the premises, ensure it is kept clean, tidy, well organized, fully stocked and fully staffed.
Provide training and advice on staff and other related matters - for staff and users, in a manner appropriate to their age, skill and ability.
Checks and maintains the Internet Cafe’s & Food stop resource for safe, effective use by users and staff.
Keeps appropriate records of hardware and software..
Supports users and staff in the appropriate use of Computer, Internet and Games.
Assists Service crews in maintaining Good Customer Service by helping them when needed.
Assists Computer staff in printing, layout and typing when needed.
24/7 CUSTOMER PHILIPPINES, INC.
December 8, 2009 – August 2010 (8months)
Position: Technical Service Representative III
Account: DSL - TIME WARNER
Supports both residential and commercial customers with connectivity issues. These issues include TCP/IP, DHCP, NIC and USB troubleshooting and Customer Premise Equipment
Demonstrates high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions
Earn a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher level
Reduces stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment
Fixes email and operating system configuration errors.
Provides clear and simple explanations while working closely with people to develop solutions to their problems.
Exceeds call requirements (Average handling time, QA and FCR-First Call Resolution)
Knowledge of LAN/WAN and router technology
CONVERGYS,PHILS.
June 2009- December 2009 (6 months)
Position: Technical Service Representative II
IPTV/VOIP/DSL Account (AT&T-UVERSE)
Troubleshoot and resolve issues pertaining to DSL, Cable TV, and Phone service.
Assists customers in their Email, Wireless, McAfee Internet Security Suite Installations and troubleshooting
Walkthrough customers in activating and deactivating Phone features (Voicemail, Call waiting, Call Trace, Call blocking, etc.)
Assists customers in setting up their TV, DVR, RECEIVER, DVD, VCR and program Remote control to work with the cable service.
Ensures call quality is observed while rendering help to customers.
Provides clear and simple explanations while working closely with people to develop solutions to their problems.
ACCENTURE INC.
November 2006– March 2008 (1 year & 4 months)
Position: Technical Service Representative II
DSL ACCOUNT(Qwest)
Supports both residential and commercial customers with connectivity issues. These issues include TCP/IP, DHCP, NIC and USB troubleshooting and Customer Premise Equipment
Demonstrates high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions
Earn a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier
Reduces stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment
Fixes email and operating system configuration errors. Supports MSN email problems
Provides clear and simple explanations while working closely with people to develop solutions to their problems.
Exceeds call requirements (Average handling time, QA and FCR-First Call Resolution)
Knowledge of LAN/WAN and router technology
01 SYSTEMS, WLL (Manama, Bahrain)
July 2003 – Mar 2005
Position: Professional Support Group COORDINATOR
Assists the PSG consultant (Professional Support Group) in their project implementation.
Coordinates with the development team for new features / updates of our software.
Writes technical manuals, release notes
Provides phone and email support in solving technical issues regarding our software
Assists the sales team in preparing RFPs (technical proposals)
Writes business correspondence and Press Release
Prepares installation CDs for production
Designs posters, leaflets and icons for our software product.
SUBIC BAY METROPOLITAN AUTHORITY
Data Center-Management Information System (MIS) Department
July 2000 – June 2003
Position: SUN UNIX Systems Administrator / NETWORK ADMINISTRATOR
(I.T. Officer II – SG 19)
Administers Sun Enterprise servers and Peripherals
Analyzes & troubleshoots problems and recommend corrective actions.
Installations and Maintenance of Solaris versions and Releases to the current levels
Monitors Sun servers’ activities and performance
Ensures Operational Procedures and Documentation are updated and well maintained to the current levels.
Overall Administration, Guidance, Work Layouts, Instructions and Supervision of COM Systems and Computer Operators
Run appropriate diagnostics for recovery and performance
Software Integrity: Memory Management, File Allocation, Disk Allocation, and I/O Data Flow
Ensures Systems Security: Login, Password, and Track Users
Software Upgrades, Test, and Acceptance: Assist/Load Upgrade, Follow checklist, Test, and Track
Monitors, Measures, and Reports System Performance
Responsible in Back up & Restoration of Data
Provides 24x 7 response time in support for System & Network administration
Administers Back-up, Mail & proxy server
SUBIC BAY METROPOLITAN AUTHORITY
Data Center-Management Information System (MIS) Department
JUNE 1998 – June 2000
Position: Technical Support Engineer /NETWORK ADMINISTRATOR
Supports the end user on computer problems for about 1,000+ PC.
Configures systems for networking and implementation.
Installations of Applications
Computer Troubleshooting
Technical Support to remote operators and users
Keeps abreast with the latest trends in Information Technology and conduct in-depth studies to get holistic view of technology integration, feasibility and development of projects.
Conducts briefing to Computer College students, visiting our facility.
Manages the Network
SKILLS
Applications
MS Office, PhotoShop, SpeakEasy soft phone, Salesforce, Google Docs,Solstice Backup 5.1,Lotus Notes, Adobe Acrobat, Netscape Enterprise web & proxy, Solstice Disk Suite, Veritas Volume Manager, Veritas Netbackup, Veritas Volume Replicator, Raid, Pronto, Star Office Etc., SigCap (Signatory Management), DocSafe (Enterprise Content Management System)Call Center applications: CMS,Remedy,NxTT,CC@( Call Center Anywhere developed by Oracle),
Technical
Computer Troubleshooting, OS Patching, LAN, WAN, Network cabling connections, FDDI, MAC, Ethernet, fast-Ethernet. Knowledge in FTP, Sendmail, DNS and PROXY server installations. DSL installations, modem configurations, Games Installations, VOIP
Hardware
Sun servers: Netrai, Sparc Station 4, Sparc server 5,Enterprise 250,450, Ultra Enterprise 5000;Sparc Storage Array, Multi pack, storEDGE L280, CISCO Routers, Cabletron Hubs, Smart switch 2000, 9000, MGE Uninterrupted Power Supply, NetCache C1100.
Desktop PC: HP/Compact, Acer, and Dell.
Modems & Routers: Westell, Actiontec,Aresscom, 2wire, Linksys, DLink,Cisco,
Telephony: AVAYA telephony, RingCentral
Protocols
TCP/IP, FTP, HTTP, SMTP, RIP, ICMP, POP3, PPP, PPPoE, DHCP,VOIP, SIP
EDUCATIONAL BACKGROUND
COLLEGE
Bachelor of Science in Computer Engineering (City Scholar)
Technological Institute of the Philippines
Arlegui St. Quiapo, Manila, Philippines
VOCATIONAL
Computer Technology – (Silver Medalist)
Datapro Computer College
Claro M. Recto Ave, Manila Philippines
(Date Graduated: March 22, 1997)
PERSONAL INFORMATION
Sex:Female
Birthday:June 23, 1975
Civil Status:Married
Height :5' 2''.
Weight:110 Lbs.
Health:Excellent
Citizenship:Filipino
Languages:English, Filipino
Religion: Christian
Pass port No.:GG866100
SSS NO.:-
TIN NO.:-
PHILHEALTH NO:-
PAG-IBIG NO.:-
I hereby certify that the above information are true and correct to the best of my knowledge.
LEOLIZA E. INFANTE
