Rajiv Cauilan

Rajiv Khan Argonza Cauilan 2450 Syquia St. Sta Ana Manila -- Educational Attainment: I am an undergraduate of BS in Computer Engineering from the University of Saint Louis Tuguegarao. I was able to finish up to my 3rd Year of required classes. Basic Qualities: Although it may sound as a cliché however I am a team player and always consider what is best for the team. Having been with tech support for a long period of time taught me to comply before complaining and always try to understand the rationale behind every action or every problem as sure there is a solution that can be presented that may be accepted or not. Work Experience: LDS Computer Internet/Repair Services. On-Site/On-Call Repair Technician (July 09, 2007-January 11,2008) Handled in home repair for desktop units Troubleshot and suggested parts replacements onsite Drafted PC builds for customers who wanted to create their own custom PCs Reinstalled OS windows 98/XP and several minor applications Fixed and managed simple network for the company Etelecare/Stream Global Services TSR for Hardware Related Problems for DELL Computers. (February18, 2008 – June 12, 2010) Provided over-the-phone technical troubleshooting and warranty policy review Provided L1 technical support for both Corporate and Business Groups and Small Office Businesses Troubleshot and recommended or performed solutions Did remote assistance when necessary Catered to all Dell Units from Desktops to Laptops to accessories Provided support for basic networking on home units Was provided dispatching rights for parts replacements. TSR for the DELL Solution Station (Paid Advanced Software Support) (June 13, 2010 – February 27, 2011) Provided over the phone troubleshooting for advanced software troubleshooting Offered troubleshooting ranging from virus/spyware/malware removal to 3rd party accessory/application installation e.g. ms outlook error, ad-hoc problems,blackberry synchronization with dell units, Upselling accessories ranging from memory upgrades to processor replacements. CSR for DELL Consumer Warranty Sales (February 28, 2011 – October 2014) Creating Outbound calls and presenting options for extending Hardware to Software Contracts from DELL Recommended solutions services depending on the customer's technical needs. Point person for Technical Inquiries within the program as well as clarifications on DELL policies regarding warranty replacements and repair. Point person for fixing workstation problems that include Agent Tools and applications needed for work. Handled new/Pilot programs or campaign for different sales strategies. - Tasked to be the SME(Subject Matter Expert) for the whole program catering to around 100+ agents In which the main task is to guide and support agents when customers have inquiries on technical speciation of the products seen to the dell website. Handled escalations and pre emptive escalation if the agent and customer is not able to properly describe the products they are inquiring about. Handled Up-training for agents already on the operations or New Hires currently on Product Specific Training.. Teach either new products or new sales techniques provided by the client. -Was given the opportunity to handle 3 waves of NEW Hire classes -Teach new hires sales techniques and product specific learning -Create presentations using Microsoft PowerPoint about the these topics. -Generate exams and coach new hire agents on KPIs and their area improvements. Team Leader for Oculus Rift Support (October 2014 – October 30, 2016) Promoted to handle a group of 8 bilingual representatives support customer communicating through the Asia Pacific Region. Supervises technical and customer service support. Handling customers facing errors for both Hardware and Software aspects of the device. Directly communicated with the clients for weekly reports and weekly meetings. Collaborated with other international sites to calibrate Quality Assurance guidelines that will be followed across all Oculus Locations. Created reports depending on Client needs or Focus for the Given month. Team Leader for Conduent Ph. (January 2017 - September 8, 2018) Handled 15-20 Technical Support/Customer Care Chat Support for a mobile company. Participated in Weekly Meetings and Monthly and Quarterly QA Calibration. Tasked as QA support to monitor Advisor/Agent Efficiency on handling their chat sessions. Support Technical Professional (April 2019 – Current) Working as a partner Support Tech for a Parking Company. Troubleshoot Account related issues for clients and guests Provide out of the box support such as but not limited to PCI Compliance List completion, Data Confirmation, Computer Data Migration, Server Data backup, Installation of custom application provided by the parking company and linking databases between units, Troubleshoot PC, Gate, CC readers hardware components and setup. Provide remote troubleshooting through Logmein, Webex, BOMGAR and custom VPN (VNC, Cisco Anytime Connect) Troubleshoot and configure IP camera connections to Gates and POS units. Thank You for taking the time to read through, Rajiv Cauilan Hello and Good Day! As an enthusiastic and passionate customer support representative I have been in this industry for more than a decade and have been loving the paths and opportunities. I have learned a lot from the different industries or projects I have been part of. I started as a technical support for Dell, joined their advanced software support and dipped into their outbound sales support as well. After was given my own team to manage for Oculus Rift when it was starting out. Moved on as an Operations Supervisor for a Phone Manufacturing company handling at least 15-20 Chat Support Representatives providing Customer / Technical support for personal consumers. I would like to offer my availabilities and skills if you have a need for them and would be glad to make sure we just don’t hit the goals but to be part of your growth as a company. Please review my resume for a deeper look at my Work History and Accomplishments. I look forward to discussing how my skills would fit what you are looking for. Sincerely, Rajiv Cauilan