Ronnie Samonte

Ronald Allan Co Samonte - / - -Summary: With 9 years of total BPO experience in dealing with Technical and Customer Support for consumer and corporate employees. Experienced with the ITIL process. Excellent English communication skills. Experienced in Troubleshooting Desktop/Laptop computers, Microsoft Applications and Networking I. Job Experience Customer Service Lead February 2017 – Present Freelance Client: Enter  Assisting patients with their outstanding balance in their HealthCare service  Providing follow up and Merchant assistance with their invoice and profile *HIPAA trained  Provides training and updates to co-workers  Communicates directly to CEO,CTO and developers about possible future enhancement of the system  Provides Lead Generation Customer Support Specialist August 2016 – February 2017 Freelance Client: Romit  Assisting customers in payment process and concerns  Assisting Merchants in billing issues and disputes  Troubleshooting Login and application issues Achievement: promoted as Customer Service Lead on October 2017 ESL Teacher April 2016 – August 2016 Freelance Client: 51talk  Teaching Basic to Advanced English language to Chinese children and adults  Providing definition and examples of words that are being used Technical Support Specialist October 2015 – December 2015 Freelance Client: BigAir Australia  Assisting Consumer and Corporate customer’s troubleshoot Internet connection via Chat/Phone/email  Used Salesforce for documentation and escalation  Making Follow up on pending cases Virtual Private Server Support December 2014 – March 2015 Ingram Micro (Myhosting.com)  Assist in updating the provided Control Panel software including Plesk, cPanel and more to available compatible versions  Verifying server functionality/reinstallation, service and security on both Parallels Virtuozzo or Hyper-V Windows  Assisting users how to manage virtual private server  Assisting user file conflicts via SSH and RDC  Escalation of issues to Tier 3 support for hacked and abuse usage IT Service Desk Analyst February 2012 to December 2014 ACS a Xerox company  Serves as tier 1 support for XEROX and ACS employees  Assisting users with Enterprise Activations on their Xerox provided Blackberry as well as minor troubleshooting  Active Directory verification  Tier 1 troubleshooting of PC related issues, i.e. Outlook, OCS, Employee application access, performance and network connectivity  Contacting Tier 2 to Tier 3 contact persons for escalations and ticket resolutions Customer Support Representative August 2010 to January 2012 Teleperformance, Philippines (Bell Mobility)    Supports resolution for mobility users with billing and profile issues Assisting mobility users with setting up monthly rate plan and features Performs first level troubleshooting for data and network issues for blackberry and Smartphones L1 Senior Technical Support Assistant April 2007 – June 2010 Dell International Services, Philippines      Provides phone and remote service assistance to clients having hardware issues with their portables and desktops. Troubleshoots and takes corrective action for end-users problems. Provides assistance on intermediate software issues. Performs hardware diagnostics, software recovery and liaise with onsite technician for dispatches as well as for depot repair. Accurately and consistently log all problems by initiating a trouble ticket to track calls, problems and dispositions. Assists customers on placing orders for parts upgrade, warranty extensions and replacements for equipment’s considered out of warranty. Achievements: - Promoted as L2 Senior Technical Support - Appointed as a Subject Matter Expert for Wireless, MCE and RAID configuration/troubleshooting (February-April 2009) - Appointed as a Resolution Expert for unresolved issues (June 2009 – November 2009) - Appointed as Resolution Specialist for agents dispatch approvals, daily metric reports as well as supervisory calls (November 2009 –June 2010) Senior Email Technical Support Specialist Jan. 1 2006 to April 11 2007 Alorica Philippines (Gateway/ E-Machines Computers)     Responds to Email on clients having hardware issues with their portables and desktops. Troubleshoots and takes corrective action for end-users problems. Provides assistance on intermediate software issues. Accurately and consistently log all issues by initiating a case log IT Technician Print-O-Matic computer shop (March 2004–Oct 2005)      Provides reports to the main Office with weekly sales, production and future sales objective. Handles walk in customer with computer query and resolves computer issues Manage computer sales and technical support from individual and corporate accounts Provides maintenance on computer networking and troubleshooting. Provides advises to potential customers with specifications and performance of a computer Achievements: -Promoted as Officer In Charge (October 2004). IT Specialist Sept. 2003- March 2004 Avid Sales Corporation     Handles all IT related Sony products including Digital Cameras and Home Theater system Manage corporate and government sales accounts. Give technical information and how to questions on using computers and digital cameras. Facilitates Demo computers and Audio/Video products at the entrance of the Mall. Technical Sales Specialist March 2000 – August 2003 PCDG computer shop   Handles Sales for corporate and government accounts Provides Technical support with networking and troubleshooting with the End User  Dealt with suppliers regarding shipment and order processes.  Facilitating and scheduling Demo computer units to potential government and corporate offices.  Handled 8 Onsite Technicians, 3 Sales persons with their Quota, performance and schedules. Achievements: Promoted as Officer in Charge (September 2000) Sales Specialist G.A. Yupangco Co. Inc-)   II. Handles walk in Sales and quotations Provides Demonstration on Electric and Acoustic Guitars, Acoustic pianos,amplifiers and Home Theater System Also with Professional Audio ystems Education ADAMSON UNIVERSITY AB Mass Communication Manila-