Jethro Kabigting
Burlingame,CA
Summary
Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
Work History
CSR II
Race Communications
06.2016 - 06.2024
- Taking Escalation Calls from CSR Level 1 Support to further troubleshoot customer's issue with Internet, Phone and TV Services.
- Provisioning ONT, Routers, and TV Equipment in Calix Cloud, CMS, Mobi Suite Tools, Symphonica, Minerva, Metaswitch, SMX & EDM.
- Assisting Field Technicians whenever they have issues with Equipment Installations and Trouble Tickets.
- Creating documents to help new hires learn the process of a Level 2 Technical Support.
- Monitoring Network Issues and Outages in the system.
Store Associate
ATT
02.2016 - 06.2016
- Troubleshooting Devices Issues
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
QA Specialist
Chronos Strategies
09.2015 - 02.2016
- Increased overall testing accuracy by creating detailed test scripts based on functional and technical requirements documentation.
- Mitigated potential risks associated with software releases by conducting risk assessments and prioritizing critical test scenarios accordingly.
- Ensured compliance with industry standards and regulations through diligent adherence to established QA procedures and guidelines.
- Assisted in root cause analysis investigations, leading to more efficient problem-solving techniques within the team.
Education
Bachelor of Science - Computer Science
AMA Computer College
Philippines05.2014
Skills
- Troubleshooting Windows, MacOS, Android, IOS
- Troubleshooting Computer Hardware
- Troubleshooting Computer Software
- Troubleshooting Network Issues
- Help Desk Support
- Building Computers
- PC Literacy
- Network Configuration
- Remote Desktop Support
- Application Support
- Software Installation
- VPN Configuration
- Microsoft 365
- CRM Software
- Problem-solving abilities
- Documentation
- Payment/Billing Processing
- Data Entry
- Customer Focus
- Complaint Handling
Languages
English
Full Professional
Timeline
CSR II
Race Communications
06.2016 - 06.2024
Store Associate
ATT
02.2016 - 06.2016
QA Specialist
Chronos Strategies
09.2015 - 02.2016
Bachelor of Science - Computer Science
AMA Computer College
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