Mark Dela Torre

MARK DELA TORRE GENERAL VIRTUAL ASSISTANT/TECHNICAL SUPPORT/DATA ANALYST I am a highly skilled and detail-oriented Virtual Assistant, specializing in managing tasks, organizing workflows, and streamlining business operations. With a strong focus on accuracy, efficiency, and time management, I handle administrative support, scheduling, and project coordination to help businesses stay on track and achieve their goals. Committed to delivering high-quality results, I ensure every task contributes to productivity, growth, and success. CONTACT --M.H. del Pilar St, Lapu-Lapu EDUCATION WORK EXPERIENCE Teradyne Philippines, Ltd. June 2023 - March 2025 Universal Robot Technical Support Engr - AMA COMPUTER UNIVERSITY BS Computer Engineering TOOLS Calendly Zillow Trello SalesForce Canva Hubspot Docusign HootSuite Google Workspace MLS Microsoft Apps QuickBooks GHL Gorgias Ebay Zoho Desk Amazon ServiceNow Zendesk Shopify Freshdesk Etsy Slack Python Analyze robot data and utilize remote diagnostic tools to assist customers in resolving issues efficiently, minimizing downtime. Provides technical support to customer inquiries involving hardware, software applications, and operating systems, following a multi-tiered approach. This includes managing the daily workload through an incident tracking system. Utilize the tools and systems provided to resolve customer and fieldreported faults, queries, and complaints at the first point of contact. Adheres to the Incident Reporting and Escalation system and procedures. Contributes to meeting the team goals, metrics, and key performance indicators. Determines repair service quote based on the robot's data history. Technical Support/Software Administration Feb 2010 - June 2023 Troubleshoot and resolve technical problems related to Teradyne Semiconductor test products, including hardware and software issues. Resolves and renews tester licensing issue to minimize downtime Contributes to meeting team goals, metrics, and KPIs. Facilitates tester license transfer and creation. Using the available tools and processes, address field and customerreported issues, questions, and grievances at the initial point of contact. REFERENCE John Morin Technial Support Supervisor Phone: - Email : - Aileen Catolico OEG - Supply Chain Analyst Phone: - Email :- Collis E-Commerce Ltd August 2018 - April 2024 Shopify Customer Support Specialist Delivered customer service across all social media platforms Tracked and resolved customer issues using online engagement tools Successfully handled PayPal and Stripe disputes Supported management of multiple e-commerce stores Coordinated and followed up with suppliers Managed order and case disputes efficiently Sourced reliable overseas suppliers to drive business growth Genius Advantage, Canada October 2018 - November 2019 E-Commerce Customer Support Delivered customer support via email, chat, and phone Responded to customer inquiries across all social media platforms Assisted with basic bookkeeping tasks Handled general administrative work and data entry Bigly, LLC May 2020 - August 2022 Customer Support Lead Led and managed the customer service team Ensured high customer satisfaction through feedback management Handled Stripe and PayPal chargebacks efficiently Coordinated order statuses with suppliers and couriers Tracked customer issues using CRM tool Monitored daily store backlogs and inventory The Machine, LLC May 2011 - May2019 E-commerce Store Manager Managed end-to-end store operations, including product listings, pricing strategies, and order fulfillment. Led customer service efforts, resolving escalations and handling payment disputes on Stripe and PayPal. Sourced products and negotiated bulk pricing, reducing costs and maximizing profit margins. Analyzed sales data and generated monthly reports, driving informed business decisions. Created SEO-optimized product descriptions, boosting visibility and conversion rates. Maintained supplier relationships and addressed issues, ensuring inventory flow and ontime deliveries. NewPoint Media Group, LLC March 2015 - September 2015 Client Data Management Managed and updated property listings on client’s website, ensuring accurate and timely synchronization with MLS systems and client websites. Performed routine updates every 48–72 hours, maintaining listing accuracy while effectively managing time and meeting deadlines. Supported real estate agents by streamlining online listing management, enhancing visibility, and improving client engagement. Stream Global Services March 2009 - January2010) Tier 1 Technical Support Assist customers with internet connectivity issues (Wi-Fi, broadband, fiber, DSL, etc.) Diagnose slow speeds, disconnections, or network outages Provide step-by-step troubleshooting over the phone Guide users in router/modem setup, configuration, and firmware updates.