Lester Lloyd I. Ruiz

I have been in Support for more than 5 years. I started as a Level 2 Support Engineer, and stayed there for 4 years. My day-to-day routine includes client communication via E-Mail, chat, SMS, and phone calls. Scope of work basically includes database checking, reports extraction, systems monitoring, application troubleshooting, and automation of processes. I was given a bigger role as a Team Lead. I performed support tasks as needed, for escalated concerns. In addition, I had to monitor and ensure the quality of my team's performance as Support Specialists.

After a year, I was promoted as Head. My tasks now include setting of Metrics, creating process improvement plans, and workforce allocation.

Prior to my current job, I have been an R&D Application/Firmware Engineer for more than 3 years, writing codes in C and C++. I was also a Customer Service Representative for a non-voice account for a little less than 2 years.