Ryan Neil Bacalso

WORK HISTORY HAPPINESS ENGINEER (CSR) - REMOTE Chemicloud (CCHosting, Inc.) | June 2020 - Present RYAN NEIL BACALSO WEB HOSTING SPECIALIST (TECHNICAL/CUSTOMER SERVICE) PERSONAL SUMMARY I'm a reliable Technical/Customer Care Specialist with over 14 years of experience in the web hosting industry. My long-term experience has taught me how to meet and exceed each customer's expectations through phone, chat and email. SKILLS AND ABILITIES Web hosting DNS Management Domain Registration/Management Web Design (Template-based as Jimdo, Yola, Wix and CMS Applications like WordPress, Joomla, etc.) eCommerce ( Shopify, Woocommerce, etc.) Email Hosting (Basic/Advanced Email, G Suite and Office 365) Email Client Set up (Outlook, Mac Mail, Thunderbird, etc.), Email Backup and Troubleshooting Basic SEO In-depth experience with cPanel, Plesk, Zendesk, WHM, SSH WHMCS, Blesta, Softaculous, Ubersmith, CloudLinux Basic knowledge of HTML, PHP & CSS ACHIEVEMENTS TOP TECHNICAL SUPPORT REPRESENTATIVE 1and1 Internet Inc. (IONOS) SUPERSTAR CUSTOMER SUPPORT OFFICER | ELITE STAR | TOP CCS PERFORMER Vodien Internet Solutions TOP RATED CHAT SUPPORT HostPapa - Provide amazing customer service experience via ticket and live chat - Troubleshoot and resolve common web hosting related issues including HTTP errors, FTP connection, SSL certificate installation, MySQL Database configuration, setting up cron-job in cPanel, Email client configuration, etc. - Assist clients in managing their domain names, changing NS, updating DNS records, setting private NS, etc. - Assist in setting up a website using SitePad Website Builder; installing, configuring, and solving errors for CMS applications like WordPress, Joomla, etc. - Assist basic website optimization using LiteSpeed Cache Plugin - Assist Resellers how to create their own package, assign resources, install WHMCS, etc. - Sell Chemicloud Products/Services L1 WEB HOSTING SUPPORT - REMOTE HostPapa Green Web Hosting | April 2019 - February 2020 - Provide excellent customer service experience via email and live chat - Troubleshoot and resolve common web hosting related issues including Apache HTTP errors, FTP connection, SSL certificate error, MySQL Database, Email client configuration, etc. - Assist clients in managing their domain names, changing name servers and updating DNS records - Assist in setting up a website using Yola Website Builder; installing, configuring, and solving errors for CMS Apps including, WordPress, Drupal, Joomla, etc. - Provide similar support assistance to other acquired hosting companies like Webserve, PacificHost, and Lunarpages. WEB HOSTING SPECIALIST Vodien Internet Solutions | March 2016 - April 2019 - Mainly focused on solving web hosting related problems via live chat, email/tickets using Zendesk and serve as backup for phone support - Subject Matter Expert (first point of contact to assist newbies) - Provide assistance in issuing an invoice for new order or renewal, product/service cancellation, upgrading and downgrading of web hosting plans via WHMCS - Provide similar support assistance to other acquired hosting companies like Singhost, SingaporeHost, IWI, Webserver, SGDomain, Webvisions, HostingAustralia and NetLogistics. CUSTOMER CARE SPECIALIST 1and1 Internet Inc. (IONOS) | October 2015 - March 2016 - Worked closely with Customer Service Team after Web Design Team was dissolved - Offer solutions that drive sales (Sales after support) - Provide alternative options to keep/save clients (Retention) - Process cancellation and refund WEB DESIGN ASSOCIATE 1and1 Internet Inc. (IONOS) | September 2012 - October 2015 - Design website using MyWebsite Builder (Jimdo) - Mimic/Clone website - Create a logo, favicon, etc. - Perform quality assurance efforts on multiple websites - Collaborate with the team to understand website changes and QA testing requirements to deal with issues/bugs in a timely manner. EDUCATION ADVANCED TECHNICAL SUPPORT Cebu Institute of Technology - University 1and1 Internet Inc. (IONOS) - | June 2008 - September 2012 Bachelor of Science in Computer Science June 2004 - March 2008 Dean's Lister CONTACT INFORMATION Mobile: - Email:-Address: F. Jaca Street, Sitio Colo, Inayawan Cebu City, Philippines, 6000 - Deliver excellent customer service experience while providing timely first contact resolution via email and phone - Troubleshoot and resolve common web hosting related issues including Apache HTTP errors, FTP, SSL, MySQL, DNS, Email client configuration, etc. - Set up website using Website Builder; install, configure and solve errors for content management systems including WordPress, Joomla, Drupal, etc. - Set up/Configure Sharepoint, Microsoft Exchange, MailXchange and eCommerce. - Collaborate with team members and escalate issues when needed to ensure proper and timely resolution.