Raevyn Aira Lucañas

RAEVYN AIRA LUCANAS Silver St, Tisa, Cebu City •- •- SUMMARY Experienced Senior Technical Support Advisor with 8+ years in technical support, customer service, and sales. Known for resolving complex technical issues, driving customer satisfaction, and leading support initiatives. Adept at multitasking in fast-paced environments and using technology to enhance service delivery. Proven track record in team collaboration, cross-selling, and process improvement. WORK EXPERIENCE Technical Support Specialist, Lunas Solution Dec 2024 - Present Delivered timely IT support by diagnosing and resolving hardware, software, and network issues across various channels. Installed, configured, and maintained computer systems, user accounts, and software updates. Ensured system security and data privacy while documenting technical issues and solutions. Collaborated with IT teams and provided end-user guidance and training to improve tech efficiency. Delivered end-user IT support by diagnosing and resolving hardware, software, and network issues (TCP/IP, DNS, DHCP) using tools like Atera, NinjaOne, Zoho Assist, and Sophos. Senior Technical Support, TDCX Jan 2022 - Sept 2024 Took ownership of escalated technical cases from start to resolution, ensuring timely and effective solutions. Diagnosed intricate issues using deep technical expertise, improving first-contact resolution rates. Collaborated with engineering, product, and customer success teams to resolve issues and drive product improvements. Logged all customer interactions in CRM, ensuring data accuracy and traceability. Identified patterns in escalated cases, recommending changes to enhance efficiency and reduce future issues. Technical Support Advisor (SME), SYKES ASIA Oct 2019 – Dec 2021 Delivered technical support for casting and home app devices (e.g., Chromecast, Google Home). Diagnosed and resolved device setup, connectivity, and performance issues. Provided configuration guidance and troubleshooting with clear, effective communication. Trained as Subject Matter Expert (SME), handling escalated cases and advanced troubleshooting. Collaborated with engineering and product teams, offering insights to improve product functionality. Customer/Technical/Sales Support Representative Convergys / Concentrix Philippines Oct 2016 – Oct 2019 Supported customers with cable, internet, and phone services, resolving a wide range of issues. Diagnosed and resolved connectivity and hardware problems. Promoted relevant products and services, achieving upsell targets and enhancing user experience. Maintained thorough knowledge of telco offerings, promotions, and service upgrades. TECHNICAL SKILLS Windows, macOS, iOS Troubleshooting Remote Access Tools (Zoho Assist, Remote Desktop, Bomgar) Google Workspace (Docs, Sheets, Gmail Admin, Drive, etc.) Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) CRM Platforms (Salesforce, HubSpot) Hardware & Software Diagnostics Endpoint Management platform (Atera, NinjaOne) Cynet, Sophos Slack, Teams, Zoom, Discord SSO services (Okta) EDUCATION Bachelor of Science in Agribbusiness Visayas State University (main campus) Jun 2014 - Apr 2016