Alford Macapagal
Glendale,CA
Summary
Dynamic Implementation Specialist with a proven track record at Acquire Asia Pacific Philippines, excelling in VoIP implementation and client training. Adept at cross-functional collaboration and technical troubleshooting, I drive project success and enhance customer satisfaction through effective communication and meticulous documentation. Passionate about delivering exceptional results and fostering continuous improvement.
Overview
11
11
years of professional experience
Work History
Implementation Specialist
Acquire Asia Pacific Philippines
Mandaluyong City, Philippines
12.2018 - 05.2023
- Conducted training sessions for users on newly implemented VoIP phone system.
- Customized software per client specifications while adhering to onboarding guidelines.
- Collaborated with cross-functional teams to define project requirements and establish timelines.
- Provided ongoing support to clients post-implementation for troubleshooting and guidance.
- Maintained documentation of project processes and client interactions, driving continuous improvement.
- Monitored implementation progress to ensure adherence to client deadlines.
Technical Support Representative
Concentrix Services Corporation
Quezon City, Philippines
03.2014 - 06.2017
- Delivered frontline support for Dish TV and DishNet broadband customers.
- Resolved customer inquiries efficiently to maintain high satisfaction levels.
- Documented troubleshooting processes in knowledge management systems for future reference.
- Collaborated with cross-functional teams to tackle complex technical challenges.
- Maintained current knowledge of products and industry trends for effective customer support.
- Monitored ticketing system to prioritize and manage incoming requests promptly.
- Addressed escalated customer service issues in a timely manner.
Instructor
Syllabus Inc.
City of San Fernando, Philippines
04.2012 - 03.2013
- Facilitated classes for over 30 college students in physics, logic design, and computer networks.
- Delivered curriculum, assignments, and quizzes to enhance student development.
- Evaluated student progress through grading papers, tests, and various assignments.
Education
Bachelor’s Degree - Computer Engineering
STI College
City of San Fernando, Pampanga, Ph.04.2012
Graduate -
Assumpta Technical High School
Sta. Monica, San Simon, Pampanga04.2006
Skills
- Requirements gathering
- Project planning and management
- VoIP implementation
- Client training
- Cross-functional collaboration
- Technical troubleshooting
- Documentation maintenance
- Customer support
- Billing analysis
- Problem solving
- Effective communication
- Attention to detail
- De-escalation techniques
Timeline
Implementation Specialist
Acquire Asia Pacific Philippines
12.2018 - 05.2023
Technical Support Representative
Concentrix Services Corporation
03.2014 - 06.2017
Instructor
Syllabus Inc.
04.2012 - 03.2013
Bachelor’s Degree - Computer Engineering
STI College
Graduate -
Assumpta Technical High School