Roy Itong

Roy Itong (--Tacloban City, Leyte https://www.linkedin.com/in/roy-itong-/ _____________________________________________________________________________________ Summary I excel in providing exceptional customer support by leveraging a deep technical understanding and problem-solving skills. I am adept at communicating technical information in a clear and concise manner, tailoring my approach to meet the needs of diverse customers. My experience includes: ● ● ● Troubleshooting and resolving hardware and software issues with precision. Utilizing diagnostic tools and techniques to identify root causes quickly. Developing and delivering clear, actionable guidance to help customers navigate challenges. These skills allow me to provide high-quality support and enhance customer satisfaction, ensuring a smooth and positive experience. _____________________________________________________________________________________ Career History 11+ Years May 2022 - Sep 2024 Help Desk Support (2 years 5 months) SDV Solutions, Inc. Email support > Creating tickets for Part Replacement requests submitted by clients > Following up with parts delivery > Ensuring replacement parts are installed successfully > Closing tickets after clients have confirmed systems are back to normal Jun 2018 - Mar 2021 (2 years 9 months) SME - TSR Tasks Everyday SME for the account which involves assisting L1 agents with concerns and requests as well as client escalations and L2 support for customers. Also tasked with tracking and updating agent KPIs, reports and doing necessary coaching sessions depending on the needs of the agents. Technical Support for Blink Wireless Security Camera: Phone and Email Support: > Handles inbound calls and emails > Device troubleshooting > Setup walkthroughs > Device replacements > Basic network configuration > Ticket follow-ups Feb 2017 - Jun 2018 (1 year 5 months) CSR/TSR 24/7 Customer Philippines Inc. Chat Support Representative for AT&T > Customer Service (Mobility) > Products and Service Inquiry > Basic Technical Support for cellular phones > Online account management > Sales > Billing > Handles 3 chats(max) at the same time Sales and Billing (U-verse and DirecTV) > Products and Service Inquiry > Online account management > Sales (FOCUS) > Billing > Handles 2 chats(max) at the same time Apr 2016 - Oct 2016 (7 months) Customer Care Sr. Assistant Xerox Business Services Philippines Customer Care for Boost Mobile > Account activations > Payments/adjustments > Phone/Device Technical Support > Misc account requests Apr 2014 - May 2015 (1 year 2 months) TSR Stream Global Services DELL Computers Inbound - Mainly focused on consumers with small and/or medium business which uses DELL branded computers. Helping customers with troubleshooting any and all hardware/software issues with DELL Computers. Providing step by step instructions on solving hardware/software issues for customers over the phone or email. Primarily aimed to provide FCR (First Call Resolution) Outbound - Focused on following up with customers to make sure previous issues were resolved and make sure that the customer is satisfied with the result. Also done by phone and email. Feb 2009 - May 2012 (3 years 4 months) TSR APAC Customer Services Technical Support Representative > Tier 1 & 2 - Technical Support for Dentrix (HSPS) > Handled technical support for dental software > Carefully instructing customers on how to use and maintain the software > Involved remote access of customer's computer Customer Service Representative for McClatchy Publications > The Sacramento Bee > The Kansas City Star > The Charlotte Observer / The Rockhill Herald > Setting up accounts > Handled Billing concerns > and Miscellaneous account requests _____________________________________________________________________________________ Education 2006 STI College Tacloban Vocational Diploma / Short Course Certificate in Computer Science/Information Technology | Philippines Diploma in Computer and Electronics Technology Skills 4/5 5/5 5/5 4/5 5/5 Organized Communication Teamwork Meeting Deadlines Critical Thinking Languages Proficiency level: 0 - Poor, 10 - Excellent Language Spoken Written English Filipino 10 10 10 10 _____________________________________________________________________________________ _ PC Specifications: