Richmond S. Lacopia

RICHMOND LACOPIA Cloud Support Engineer WORK EXPERIENCE CLOUD SUPPORT ENGINEER DATACOM IT SYSTEMS (PHIL) INC CONTACT --#0468 Jenina St. San Fernando Compound Cotta, Lucena City 2022- PRESENT Assisting customers with the activation and setup of their product and services Validation of the customer’s entitlement for support (e.g. a client’s customer, account is current, level of support service entitlement) Logging all customer incidents upon receipt into the approved case management system; Providing support to customers by: Providing a timely and clear indication of the nature of the incident, Communicating what steps will be taken to attempt to resolve the incident, Setting the customer’s expectation on what the estimated time to resolve the issue is, Providing any potential short-term alternatives or workarounds to the customer, Making reasonable efforts to ensure the customers understand the information they have been provided; Resolving customer incidents wherever possible; and Escalating customer incidents to Tier 2, where not able to be resolved by Tier 1 SEARCH ENGINE OPTIMIZATION SPECIALISTS TAOWCROWD EDUCATION Bachelor of Science in Civil Engineering St. Anne College Lucena Inc Undergraduate Bachelor of Science in Civil Engineering Southern Luzon State University - (freelance) Identify strategies, techniques and tactics to increase the number of visitors to a website and obtain a high-ranking placement in the results page of search engines. By generating more leads for the business you'll open up new opportunities for driving growth and profit. OPTICAL RESOLUTIONS COORDINATOR - MICROSOURCING Examine customer facing product quality issues and validate distinctions between wear and tear or true malfunction. Troubleshoot and modify order details related to prescriptions and lenses tailored to each customer. Work closely with the Quality Assurance Manager, In-House Optician and Optometrist to identify customer service training gaps, report product issues and enhance efficiencies to improve product satisfaction Apply optical expertise, product knowledge and educate on any other eye health related topics with the guidance of the in-house optician to exceed service and product satisfaction. Work closely with the Contact Lens/Eyeglass business teams to provide customer insight pertaining to web experience, promotional offers and product performance. Liaise on all communications from the Contact Lens/Eyeglass business teams to ensure customer service is trained and prepared for all upcoming product, policy and procedure changes along with ensuring the business teams have customer insight when working on projects. - TECHNICAL SUPPORT REPRESENTATIVE CERTIFICATIONS - CONVERGYS Answer incoming phone calls and provide support to callers experiencing internet, phone and tv issues. Upsell insurance plan. MS-900: Microsoft 365 Fundamentals https://www.credly.com/badges/a5b345fb-3d-d7-0f907fe8b12b REFERENCES SKILLS Cloud Services Compliance Microsoft 365 Customer Service Major Incidents Coordination SEO / SEM Joel Rey Cuardo William Ardy Estanislao Phone: - Phone: - Email :- Email : - Datacom / Team Lead Datacom / Team Lead