Saifuddin Lucman

SAIFUDDIN MACAPA-AR LUCMAN 210 Rosal Street, Flores Village, Bangkal, Davao City, Philippines Mobile: (- | Email:- Career Objective I am seeking a position in the support and/or administrative environment where I can make a significant contribution towards a company’s immediate and future goals. With several years of career experiences in various roles, I have acquired skill sets that would establish me as a key asset in a company providing assurance that I can deliver, satisfy their expectations, and meet their demands and needs. Career Highlights L1 Technical Support Engineer NetFoundry 101 S Tyron Street, Suite 2700 Charlotte, NC 28280 July 2020 – April 2022 Responsibilities: ▪ Provide support to enterprise customers in troubleshooting issues on their NetFoundry network and services via e-mail and/or phone channels. ▪ Prepare Root Cause Analysis on issues resolved and discuss them over with our enterprise customers. ▪ Develop Support Playbook for each customer to be utilized by their respective customer support team. ▪ Contribute to our L1 and L2 Cheat sheets by adding problem statements, analysis on log traces, and troubleshooting steps for internal reference. ▪ Contribute to our Support Hub by creating article guides available for public use. ▪ Provide support trainings to our partner’s customer care team on handling support requests from their customers. ▪ Prepare various data reporting (e.g., common issues and trends, SLAs compliance, ticket volumes, bug fixes, console updates) for our customers and meet them for discussion. ▪ Communicate on a weekly basis with our Cloud Engineers and Platform Developers on key issues affecting our services and how to improve customer experiences. ▪ Conduct upskilling training sessions with the Customer Support team to improve their product knowledge, customer-handling, and troubleshooting methods. ▪ Support the higher management with other operational tasks and duties such as our monthly overage reporting, testing deployments and feature releases, creating training modules and videos, managing Confluence pages, and other ad-hoc tasks at hand.’ ▪ Understand use cases and solution recipes of our enterprise customers. ▪ Identify areas of improvement on NetFoundry services based on support requests and customer problems. Medical Biller Comprehensive Healthcare Solutions LLC Lakewood, NJ 08701, United States August 2017 – July 2019 Responsibilities: ▪ Entering patient’s demographics, payer information, daily admissions, and discharges. ▪ Ensuring daily census ties out. ▪ Setting up all claims to all insurances – Medicare, HMO, Private, and Income. ▪ Collects on outstanding claims for assigned payors ▪ Research denials and refills corrected claims as well as researching unprocessed claims. ▪ Research and refunds credit balances for assigned payors. ▪ Monitors reimbursement for assigned payor assuring contracted fee schedules are being followed. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Reports any issues with claims processing such as bundling, charge limits, etc. Issues an appeal to payors for any claims processed incorrectly. Comments collection activity on patient’s account. Maintains access to any website associated to assigned payors. Establishes contact with representatives for the assigned payors. Posting payments. Handling patient funds. Going through Aging reviews and follow-up on Denials up until 90 days. Account and bank reconciliation. Customer Liaison Officer Freelancer.com 32nd Street, Eco Tower Bldg., Bonifacio Global City, Taguig, Metro Manila September 2016 – May 2017 Responsibilities: ▪ Respond to app user inquiries, bug reports, or suggestions via e-mail or chat in a timely manner. ▪ Assist in developing support processes for the Mobile Support team. ▪ Assist Qs with bug testing when needed. ▪ Perform various other proactive support tasks required to support the Mobile team. Technical Support Representative RingCentral Worldwide Corporate Center, Shaw Boulevard, Mandaluyong, Metro Manila September 2015 – September 2016 Responsibilities: ▪ Apply knowledge of RingCentral services, VoIP technology, and networking hardware and software in providing technical support to RingCentral customers. ▪ Troubleshoot and repair RingCentral’s solutions. ▪ Understand network architecture required to support RingCentral’s VoIP services. ▪ Recommend network hardware, software, and design elements. ▪ Answer technical questions, solve technical problems, and suggest appropriate workarounds. ▪ Provide quick and accurate handling of support interactions either via phone, chat, screen sharing, and/or e-mail channel. ▪ Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism. ▪ Offer alternative solutions when appropriate if the issue is beyond our scope of support with the objective of resolving the customer’s concerns. Technical Support Representative Comcast NED VXI Global, Walter Mart, 8001 EDSA Ave, Project 7, Quezon City, 1105 Metro Manila September 2014 – September 2015 Responsibilities: ▪ Maintain up-to-date knowledge about Comcast products and services. ▪ Respond to customer queries about Comcast services, equipment, promotions, roaming, and billings. ▪ Enhance customer retention and satisfaction by providing outstanding and prompt customer services. ▪ Understand customer needs and recommend appropriate products and rate plans. ▪ Develop innovative ways to sell Comcast products and services to customers. ▪ Handle customer requests for payments, activations, upgrades, and other services. ▪ Address and resolve customer concerns promptly. ▪ Handle large volume of customer calls efficiently. Education Bachelor of Science in Psychology The University of Mindanao June 2019 – March 2020 Bachelor of Science in Computer Engineering The University of Mindanao June 2012 – March 2018 Skills ▪ ▪ ▪ ▪ ▪ ▪ ▪ Excellent written and verbal communication skill Excellent organizational and interpersonal skill Strong time-management skill Detail-oriented and adaptive to any work environment Ability to organize and coordinate multiple projects at once Team player and flexible Good leadership skill