Neal Davey Cordova

 Neal Davey S. Cordova #26 Jocson Drive, Villa Socorro Subdivision Bacolod City, Negros Occidental 6100 Philippines-mobile:- _____________________________________________________________________ Career Overview A Help Desk and IT Support professional with five years of experience in the said field, I have worked for various customer service centers in the Philippines. I have a proven track record of being able to effectively help customers with problems they encounter with various products and services. Key Strengths Excellent written and communication skills in English acquired via study and years of work experience. Skilled with troubleshooting and installation of Windows OS. Experienced in troubleshooting issues with printer hardware and software, dial- up connections, broadband cable connections, and predictive dialer. Trained in desktop hardware troubleshooting. Knowledgeable with setting up and troubleshooting network computers. Superb customer service skills. Professional History Technical Support Represenatative, Time Doctor LLC (homebased) December 2015 - present About Time Doctor – Time tracking tool for remote workers. Responsibilities: Answering customer queries through live chat, email (freshdesk, intercom) and Skype Creating and sending manual invoices to customers Customer Support and Remote Online Trainer, FocalScope (home-based), December 2014 – 2015 About FocalScope: FocalScope is a unique company in the help-desk software industry. It is a web-based help desk ticketing and live chat software that supports businesses worldwide. Responsibilities: Customer support using email, live chat and phone. Deliver online remote training to customers. Technical Support Representative, Vioteck Solutions (home-based), February 2013 – July 2014 About Vioteck Solutions: Vioteck Solutions is a developer and provider of a cost effective stable platform for small businesses as well as large corporations. It has developed a high-end enterprise hosted call center suite that has out-performed most of the expensive onsite predictive dialers in the market. Responsibilities: Provide technical support over the phone for Hosteddialer predictive dialer subscribers. Train administrators and agents on the usage of the system. Assist in troubleshooting issues with softphones. Reason for Leaving: Assisted my family on other work ventures. Bachelor of Science major in Information Technology, October, 2008 – March, 2012. Having completed this course, I was able to strengthen my technical knowledge and skills which I have already acquired then thru relevant work experience over the years. Technical Support Representative, Convergys Philippines (Bacolod site), March, 2008 – August, 2008 About Convergys: As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies deliver superior customer experiences through the optimal mix of agents, technology, and analytics across all channels and geographies. Responsibilities: Assist subscribers of Time Warner cable broadband internet with internet connection issues. Troubleshoot issues with connectivity, browser issues, email issues, hardware issues and overall usage. Awards and Achievements: Top Agent for the month of July, 2008. Reason for Leaving: To obtain a degree in Information Technology. Technical Support Representative, Teleperformance (Bacolod site) July, 2006 – February, 2008 About Teleperformance: Teleperfomance is the worldwide leader in multichannel customer experience. It is a provider of superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals. Responsibilities: Support customers of Dell in troubleshooting issues with their all in one printer. Troubleshoot issues regarding wireless setup, connectivity issues, cartridge issues, power issues, scanner issues, fax issues and overall usage of the product. Awards and Achievements: Best in AMPR (average minutes per resolution ) for the year 2007 Reason for Leaving: Transferred to Convergys for a higher pay. Technical Support Representative, Convergys Philippines (PBCOM site), December, 2004 – March, 2006 Responsibilities: Assist subscribers of Bellsouth dial-up internet with internet connection issues. Troubleshoot issues with connectivity, browser issues, email issues, hardware issues and overall usage. Awards and Achievements: Circle of Ten for the period September to December, 2005 Top CSAT Agent for the period October to December , 2005 Reason for Leaving: Moved back to my hometown for personal reasons. Education University of St. LaSalle, Bachelor of Science in Information Technology, 2008 - 2012 University of St. LaSalle – IS (Secondary), 1996 - 2000 University of St. LaSalle – IS (Primary), 1987 – 1995 Character References Thomas Christiansen Sales Director, Focal Scope - Jeremy Paul Arbolario Training Manager, Teleperformance Philippines - Sharon Estacio Property Specialist, Ayala Land -