WENDELL DAVIS IBANEZ FUERTES
B24 L13 Limestone Road Pilar Village, Las Piñas City-skype: Wendell.fuertes-
EDUCATIONAL ATTAINMENT
Degree :Bachelor of Science Computer Science
College : AMA Computer University
Caloocan City
Secondary Education: Notre Dame Of Greater Manila
Grace Park, Caloocan City
PREVIOUS EMPLOYERS
Vessi Footwear (April 2018 – March 2021)
Partnerships – Influencers / Customer Service
To be able to build rapport with the user for a 100% customer experience
To be able to answer queries with a 100% quality assurance.
To be a able to deliver reports and stats to the team every week
Administer all customer order, manage requests and resolve associate issues for customers.
Monitor all customer inquiries and complaints and assist in effective resolution of same.
Netpower Communications (June 2017 – April 2018)
Customer Service Advocate
Prepare documents for customers and management and manage follow up.
Provide support to managerial operations for customers.
Manage internal and external customer and provide necessary customer support.
Administer all customer order, manage requests and resolve associate issues for customers.
Monitor all customer inquiries and complaints and assist in effective resolution of same.
Datafox (January 2017 – June 2017)
Data Integrity Team Lead
•Manage a company's computer data by way of monitoring its security.
•Manage a team of 10, train and assist them to achieve the daily metrics.
•Responsible for making backups to company files in a safe manner that protects all versions of •data on all storage devices.
•Check the integrity of the data for all companies
•Maintain product database with accurate, complete, up-to-date information
•Synchronize suppliers’ product information across our extended enterprise
Original PCDoctor (August 2015 – August 2016)
Project Management / Trainer / Technical Team Lead
• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
• Manage customer service relationship
• Manage daily tasks and data collection and encoding
• Manage a team of 3 for customer success
• Manage incoming projects, budgeting, hire and work load distribution.
Watchdog Technology oDesk(September 2013 – January 2015)
Account: Watchdog Technology - Project Manager – Team Lead
respond to requests for technical assistance in person, via phone, electronically
Manage customer service relationship
Manage daily tasks and data collection and encoding
IT Related issues to be resolved in a timely manner
Web design
Wordpress management
ACS Of the Philippines -A Xerox Company (November 2011 – September 2013)
Account: Novell I.T. Helpdesk Service Desk / Team Lead Intern
respond to requests for technical assistance in person, via phone, electronically
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
redirect problems to appropriate resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
prepare activity reports
stay current with system information, changes and updates
Teleperformance (August 2010 – November 2011 )
Account: Bell Mobility – CSR
To be able to answer calls and provide accurate information for the main consent and concern of the user
To be able to build rapport with the user for a 100% customer experience
To be able to answer queries with a 100% quality assurance.
To be a able to deliver reports and stats to the team every week
Dell / Teleperformance (May 2009 – August 2010)
Account: Dell XPS :November 2009 – August 2010 (Resolutions Expert)
Provide status and callback escalations from users
Make sure that the teams issue handled within the account is 100% correct and accurate
Make sure that the issue is resolved and handled in a timely manner
Callback users whom the level 1 / frontline agents whom cannot handle the issue
Keep a track and report status to the management by the end of the shift
Handle a team of 12 for the absence of the superior
Dell International Services (March 2009 – May 2009)
Account: DELL XPS : March 2009 – A5 Senior Technician
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).
Configure software to connect to Internet application servers.
Provide training to clients in the use of system and applications as related to Internet.
Obtain general understanding of OS and application operations related to company offered services.
Identify and correct or advise, on operational issues in client computer systems.
Teleperformance (February 2008 - March 2009)
Account: Verizon
Tier 1 support (February 2008 – June 2008)
Tier 2 Support (June 2008 – March 2009)
Give all out support for internet problem queries
Line testing and dispatching if needed
Monitoring and Maintenance of ISP
Identifying the source of the internet problem
Basic networking
Modem/Router configuration
LAN/WAN networking
Following instructions to repair a fault or to set up a system
Installation and configuration of the ISP networking Devices
Must be able to provide troubleshooting with a 100% Customer Experience
Must achieve a 100% quality assured performance
SPECIAL SKILLS / KNOWLEDGE
Proficient in MS Office Applications (Word, Excel and Powerpoint Presentation)
Basic Web Designing
Macromedia Flash
Can shift from different level of jobs (technical to people oriented to documental work)
Good communication skills
Fluent in English
Hardware and Software Personal Computer Support
Internet Connection and Networking
Can train lessons and modules in front of a huge class
TCP/IP configuration
Networking LAN/WAN connection
Familiarize with the usage and troubleshooting of Microsoft Xp, Me, Vista, Windows 7 and Linux
