Contact-
www.linkedin.com/in/marianocampo-b9 (LinkedIn)
Top Skills
Microsoft Office
Business Process Outsourcing
(BPO)
Data Entry
Marian Ocampo
TSR II - Cybersecurity
Pampanga
Summary
Experienced Technical Specialist with a demonstrated history of
working in the computer and network security industry. Skilled in
Technical Support, Customer Relationship Management (CRM),
Business Process Outsourcing (BPO), Ticketing, and Customer
Experience. Strong information technology professional with a
Bachelor of Education - BEd focused in English/Language Arts
Teacher Education from Bataan Peninsula State University.
Experience
SupportNinja
11 months
Subject Matter Expert
May 2021 - Present (3 months)
Philippines
- Audits tickets and ensures that the ninjas are sending the right information
and approach to the customer.
- Collects or collates data from the client's system and conducts other
related tasks that the client will give to enhance the accounts' performance
continuously.
- Provides refresher to the ninjas if needed.
- Provides advance technical support to customers by email; Provides product
expertise to end-user.
- Research customers' concerns to provide appropriate resolutions.
- Escalate unusual circumstances of the p[product or account to the client or
higher management.
Technical Support Specialist
September 2020 - May 2021 (9 months)
Philippines
- Provides support to consumers and small/medium-size businesses (SMB).
- Provides basic technical support to customers by email using FreshDesk.
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- Creates and maintains case management records of daily problems and
remedial actions taken, or
installation activities.
- Our job is to get the software installed, do password resets, any
configurations, so they can get to work reviewing documents.
- Connecting to the customer’s computer system via remote access.
- - Identifying the nature of the hardware, software, or networking issue.
TTEC
Customer Service Representative
March 2020 - September 2020 (7 months)
Philippines
- Manage customer calls effectively and efficiently in complex, fast-paced, and
challenging call center environments.
- Assist customers in billing, account changes, troubleshooting issues, new
product information, and complaints using multiple systems.
- Promptly record through notes on actions taken for every call.
Sutherland
Technical Support Specialist
November 2018 - January 2020 (1 year 3 months)
Philippines
- Provide a world-class customer experience with every interaction.
- Engage and empathize with customers to support and resolve technical
issues through completion.
- Develop, foster, and maintain highly effective customer interaction.
- Support installation, configuration, and support of Microsoft Office 365 on
various platforms.
- Accurately document all work performed through the ticketing system,
including details and outcomes.
- Ensure accurate and timely resolution of all assigned issues.
- Escalate product bugs or unresolvable cases.
- Update O365 licenses, subscriptions, and user management as necessary.
Education
Bataan Peninsula State University
Bachelor of Education - BEd, English/Language Arts Teacher
Education · (2014 - 2018)
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