Paolo Patrick Tuazon

PAOLO PATRICK TUAZON SUPPORT ENGINEER/VIRTUAL ASSISTANT WORK EXPERIENCE ABOUT ME Savvy and energetic support engineer. Extremely motivated to constantly develop my skills and grow professionally. I am confident in my ability to come up with interesting ideas for an unforgettable customer experience. SUPPORT ENGINEER TOA Global (April 2019 - July 2020) Primarily responsible for technical ticket, chat, phone and email responses and communicating escalations to internal development team for a quoting and procurement SaaS startup. CONTENT WRITER ManilaShaker Philippines (September 2018 – October 2018) CONTACT Mabalacat Pampanga P: - E:- Contributed write ups for a tech blog ranging from mobiles to anything technology-related 3D MODELER Hover (January 2018 – April 2019) Shore360 Tasks are building 3D models of houses from North America and Canada for estimation and home improvement using SketchUp. Promoted to Trainer/Team Lead on November 2018. EDUCATION Bachelor of Science in Business Management (1998 - 2001) Undergraduate Angeles University Foundation VIRTUAL ASSISTANT Shore360 (December 2017 - January 2018) Assigned to VIDY. Manually generated video snippets with transcribed subtitles to be processed as final VIDY gifs. TIER 2 TECHNICAL SUPPORT GFL Systems Clark (February 2013 – September 2017) Holy Family Academy Secondary Education -) Webhosting Service Tasks (Hostopia): Troubleshooting includes DNS records, sendmail, email (POP/IMAP, SMTP, ports, issue tracking, etc), FTP, permissions, SSL, telnet, Online Stores, Photo Galleries, Windows Services (ASP, ASP.NET, ColdFusion), .htaccess, basic SSH (backup restoration requests), databases (MySQL through phpMyAdmin, MSSQL), CMS (Wordpress, Joomla & Drupal), basic Abuse clearance (mail account unblock due to Abuse/SPAM) and Fax Porting processes. Quality checks on every new release version of all available applications within the Control Panel/Web Portal and immediate reporting for continuous improvements. Report highly technical and global issues using ticket system. Game Streaming Monitoring (Azubu): Monitoring connections and streams for game streamers and ensure connection and overall display is stable. Communication with streamers and clients through Skype and email. Also did quality checks for beta tested website before the final release. PROFESSIONAL SKILLS CRM: Salesforce, Pipedrive Project Management Tools: Freshdesk, JIRA, Trello HTML, CSS Article Writing Web Content Writing Lead Generation 3D Rendering: SketchUp Content Management: Wordpress, Joomla, Drupal Game Monitoring Tools: OBS, Azubu Communication Skills Landing page creation Sales Microsoft Office G Suites WORK EXPERIENCE CONSULTANT/SENIOR CONSULTANT Sutherland Global Services (December 2010 – January 2013) Consultant level - assigned to all LOBs (back office, customer service and technical support) via voice and non-voice communication. Accounts handled: JP Morgan Chase (Loan processing and approval), HughesNet Systems (Hybrid support for a broadband service), McAfee Retail Antivirus for PC (Technical Support) Senior consultant level - handled mini-team, updated consultant metrics, consultant audit and coaching, generated daily/weekly reports for business need, escalations and real-time support, up-training, presentations & team huddles for performance improvement. CONSULTANT/SENIOR CONSULTANT Sutherland Global Services (November 2006 – June 2010) Consultant level - assigned to all LOB’s (customer service/technical support) on both voice and non-voice communication. PERSONAL SKILLS Critical thinking Motivated Problem solving Flexible and dependable Creative spirit Reliable and professional Organized Time management Team player Fast learner Collaborative Accounts handled: Intuit TurboTax (Hybrid Support – Customer/Technical/Sales), McAfee for Comcast bundle (Technical Support). Senior Consultant level - handled team in lieu of supervisor, processed collated reports via Excel, escalations and real-time support.