Randy Sunga

• Provide IT service solutions for residential & small businesses
• General Commercial and Residential IT support & setup
• Order, configure, document & troubleshoot software, hardware and peripherals
• Serve as an escalation point for all software related technical issues (escalations) originating from the production environment

• Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
• Monitored employee and customer interactions to assess quality of service.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Implemented a knowledge management system to centralize information resources for easy access by the support team.
• Streamlined support processes for increased efficiency and improved response times.
• Developed staff training programs to ensure consistent service quality across the team.
• Spearheaded cross-functional initiatives aimed at improving overall product quality, leading to reduced support requests from customers.
• Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
• Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
• Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
• Ensured seamless transitions between shifts by implementing a standardized handover procedure, reducing miscommunications and knowledge gaps.

• Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
• Performed troubleshooting, maintenance and optimization of SaaS applications.
• Maintained detailed documentation of all application updates and changes to facilitate efficient troubleshooting processes when required.
• Served as a liaison between technical teams and key stakeholders, ensuring clear communication of project goals while managing expectations effectively.
• Trained staff on proper use of systems and conducted orientation seminars.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.