REMIE JEANE Z. NERVAR
Blk 11 Lot 14 Katungkulan St. Ph2 B2 Karangalan Village Manggahan Pasig City- |--
CAREER OBJECTIVE:
Seeking a challenging career change with a progressive organization which will utilize my technical
expertise, problem solving skills and willingness to learn to make an organization successful
SUMMARY:
Have the ability to execute programs using limited resources. Problem solving, leadership and
communication skills are some of the qualities developed from my experience as an able customer
relations representative.
EDUCATION:
Tertiary:
Secondary:
Elementary:
Rizal Technological University
2009 – Bachelor of Science in Computer Engineering (2ndyr/2ndsem)
Libacao National Forestry Vocational High School
2005 – High School Level
Libacao Central Elementary School
2001 – Elementary Level
WORK EXPERIENCES:
Virtual Assistant – General Admin
Apex Staffing Solutions
April 2017 – Present
Homebased Outbound Agent – Records Status
Axiom Requisition Copy Service
July 2017 – Present
Senior Systems Engineer – SME, Nvidia Service Desk
Cognizant Technology Solutions – 8/10 UM Road McKinley Hill, Taguig City
January 2015 – April 2017
Job Description:
· Addresses and resolves basic incidents and requests through phone, email, chat and web
tickets; logs all incidents and requests in ITHelp (SNOW); engages other service desk
resources or appropriate service resources to resolve incidents that are beyond the scope
of ability or responsibility.
· Uses the appropriate CTI categories for logging incidents and requests.
· Creates a positive customer support experience and builds strong relationships through
deep problem understanding, ensuring timely resolution or escalation, communicating
promptly on progress, and handling customers with a consummately professional
attitude.
· Ensures the end-to-end customer experience and provides a single point-of-contact for
the customer.
· Analyzes and resolves incidents and requests regarding use of application software or
hardware. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure
incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
· Grows general knowledge of current corporate, division, and facility-specific products,
increasing ability to resolve requests on first contact.
· Provides after hours and on-call support as needed.
· As SME, in charge with team member coaching, reporting, quality audits.
Technical Support Representative – Dell Tech Concierge
Dell Inc – 1800 Bldg Eastwood City, Quezon City
February 2012 – October 2014
Job Description:
· Answer ACD calls and address the customer's technical support needs or
handle/route accordingly.
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Provide technical support on computers and /or peripherals using documented
procedures and available tools. Providing technical support for any brand of windows
based PC thru the Dell Tech Concierge Multi-Vendor Support.
Resolves any software and hardware issues, virus/malware infection removal, backup
& recovery of data, networking and wireless, printers and gaming console.
Use troubleshooting techniques and tools to identify products that are defective and
follow guidelines in issuing service calls.
Advise/educate customers within procedural guidelines to ensure a complete solution
to their technical or customer service questions.
Assist customers on their issues from pre-sales to after point of sale.
Remain knowledgeable on current industry products and technologies and provide .
Complete required product training modules on time to remain competent of current
technology offerings.
AVG Technical Support Representative
Sutherland Global Services – EBP Makati
September 2010 – January 31, 2012
Job Description:
· Processing email requests for technical issues
· Responsible for incoming telephone calls, assisting customer’s with AVG User
Interface issues, installation, upgrading and maintenance.
Telstra Big Pond Technical Support Representative
Teleperformance Philippines – EDSA
June 2010 – August 2010
Job Description:
· Provide client support and technical issue resolution via E-Mail, phone and other
electronic medium.
· Configuration of client's equipment to connect to the Internet via modem/DSL
Router (Dialup/DSL customers only).
· Configure software to connect to Internet application servers.
Dell XPS Resolution Expert
Teleperformance Philippines – MOA
January 2010 – June 2010
Job Description:
• Responsible for taking control of and resolving complex technical and escalated
customer issues. Documents and simulates complex customer issues to find solutions and
fixes to customer inquiries and problems. May dispatch additional service as necessary.
• Resolves the most complex issues forwarded by technicians or peers. (e.g. executive
technical escalations). Calls back customers with unresolved issues, makes follow up for
dispatches and assist customers in installing dispatched parts.
• Provide DSN feedback at all appropriate times.
• Maintains/builds relationships with other groups that impact the technical aspect for
phone support (e.g. tool content teams, product group)
Dell XPS Technical Support Senior Assistant
Teleperformance Philippines – MOA
May 2009 – January 2010
Job Description:
• Responsible for taking control of and resolving complex technical and escalated
customer issues. Documents and simulates complex customer issues to find solutions and
fixes to customer inquiries and problems. May dispatch additional service as necessary.
• Guide customer troubleshooting efforts to identify products that are defective and direct
in issuing service calls in accordance with guidelines.
• Provide DSN feedback at all appropriate times.
• Responsible for partnering with customer to obtain resolutions to complex technical
issues- helps others deliver results.
• Responsible for customer satisfaction through effective handling of customer problems.
Technical Support Senior Assistant
Dell International Services Philippines
March 2009 – May 2009
Job Description:
• Responsible for taking control of and resolving complex technical and escalated
customer issues. Documents and simulates complex customer issues to find solutions and
fixes to customer inquiries and problems. May dispatch additional service as necessary.
• Guide customer troubleshooting efforts to identify products that are defective and direct
in issuing service calls in accordance with guidelines.
• Provide DSN feedback at all appropriate times.
• Responsible for partnering with customer to obtain resolutions to complex technical
issues- helps others deliver results.
Verizon Dispatch Representative
Teleperformance Philippines – Tektite
September 2008 – March 2009
Job Description:
· Provide client support and technical issue resolution phone.
· Configuration of client's equipment to connect to the Internet via modem/DSL
Router (Dialup/DSL customers only).
· Configure software to connect to Internet application servers.
Verizon Technical Support Representative
Teleperformance Philippines – Tektite
September 2007 – September 2008
Job Description:
· Provide client support and technical issue resolution phone.
· Configuration of client's equipment to connect to the Internet via modem/DSL
Router (Dialup/DSL customers only).
· Configure software to connect to Internet application servers.
COMPUTER SKILLS:
Anti-virus software: AVG AV, AVG IS. Mcafee, Norton, Kaspersky, TrendMicro, System Mechanic
Pro
Microsoft Office: Microsoft Word, Excel, PowerPoint, Outlook, Office 365
Operating Systems: Windows XP, Vista, 7, 8, 10
Networking: Dial-up, LAN, WLAN, WAN, WPAN, VPN
Hardware: Dell Desktop and Laptop Systems, Dell Printers
Ticketing tool: Remedy, Salesforce, Delta/Siebel/IDD, IThelp/SNOW
PROFESSIONAL QUALIFICATIONS AND CERTIFICATIONS:
ITIL certified with Cognizant
Dell Certified Systems Expert (DCSE)
Dell Q3 League of Champions November 2012
Certified DELL XPS technician (laptop and desktop)
Certified VERIZON Internet technician
LANGUAGES:
English
Filipino
Excellent
Expert
PERSONAL INFORMATION:
Date of Birth: December 30, 1988
Place of Birth: Poblacion, Libacao, Aklan
Religion:
Roman Catholic
Fathers Name: Sunny N. Nervar
Mothers Name: Leonora Z. Nervar
Height:
Weight:
Civil Status:
Occupation:
Occupation:
4’11”
46 kg
Single
Farmer
Housewife
REFERENCES:
Mr. Gwen Aris Macalinao
Supervisor
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I hereby certify that the facts contained in this resume are true and correct to the best of my knowledge.
REMIE JEANE Z. NERVAR
Applicant
