1. Dan Jezrael H. Almacen
Flat 110 Hor al Anz Family Residence, Hor al Anz, Deira, Dubai, U.A.E
Contact no: 0505177904
Email Address: djezrael.uae@gmail.com
Summary of Qualifications:
• Fluent in English
• Great communicator
• Very good at multitasking
• Excellent leadership skill
• Work well under pressure
• Flexible and hard working
• Possess a strong determination to experience and learn more things
• Computer literate (MS Word, Excel, Power point)
• Goal-oriented person
Basic Skills:
 Administration
 Technical support
 Document Control
 Accounting
 Customer service
 Supervision
 Computer service
 Sales
 Training
 Quality assessment
Professional Experience:
CONVERGYS PHILIPPINES
AT&T Uverse Technical Support
Position: Tier 1.5 Technical/Customer Support Representative
July 2010 – February 2016

2. Key responsibilities:
 Installing and configuring hardware operating systems and applications.
 Monitoring and maintaining computer systems and networks.
 Talking staff or customers through a series of actions, either face-to-face or over the telephone,
to help set up systems or resolve issues.
 Troubleshooting system and network problems and diagnosing and solving hardware or soft-
ware faults.
 Replacing parts as required.
 Providing support, including procedural documentation and relevant reports.
 Following diagrams and written instructions to repair a fault or set up a system.
 Supporting the roll-out of new applications.
 Setting up new users' accounts and profiles and dealing with password issues.
 Responding within agreed time limits to call-outs.
 Prioritizing and managing many open cases at one time.
 Rapidly establishing a good working relationship with customers and other professionals, such
as software developers.
CONVERGYS PHILIPPINES
AT&T Uverse Technical Support
Position: Escalation Manager for AT&T Uverse Technical Support
Key responsibilities:
 Investigate the root cause of the escalation using the recent reports saved in our database to
minimize delay for the resolution.
 Linking the escalation task with incident problem records, identifying suitable service provider
contacts, and finding the appropriate customer management services qualified for the task.
 Establishing accurate expectations from the escalating procedures, enforcing relief to the cus-
tomers, and reviewing the situation appraisal formulated by the escalation team for ensuring the
consumer satisfaction throughout the escalation process.
 Coordinating with the customers for developing an escalation management plan as per their re-
quirements, adding additional resources for escalation process if required, and developing a de-
tailed technical plan accordingly.
 Initiating hierarchical escalation process as per the incident management process, including sen-
ior authorities and asking for their support, if the need arises.
 Updating and maintaining escalation process records at each stage, updating the same in man-
agement data, and reviewing and adjusting the escalation process accordingly.

3.  Informing the customer about the escalation performance metrics, reviewing the root cause of
escalation for improving the escalation procedures, and maintaining compliance with the corpo-
rate and regional escalation policies.
 Assuring the team's availability if the problem arises during the monitoring period, closing the
escalation process once the monitoring period is completed successfully, and ensuring customer
satisfaction before closing the escalation.
IBM DAKSH BUSINESS PROCESS SERVICES
UP Ayala Techno hub, Quezon City, Philippines
Bell Canada Customer Care Support
Position: Customer Support and Sales Representative
April 2008 – June 2009
Key responsibilities:
 Create an opportunity to make a sale in every call.
 Forecast sales, develop “out of the box” sales strategies/models and evaluate their effectiveness.
 Evaluate customers’ needs and build productive long lasting relationships
 Meet personal and team sales targets.
 Attend meeting, sales events and trainings to keep abreast of the latest developments.
 Report and provide feedback to management using financial statistical data.
 Maintain and expand client database within your assigned territory.
 Provide follow up for repeat callers to ensure resolution.
Education:
Far Eastern University
“Bachelor of Science, Psychology”
Graduate
School years: 2004 – 2008
PERSONAL DETAILS:
Date of Birth: May 26 1987
Gender : Male
Civil Status : Single
Nationality : Filipino
Visa Status : Visit Visa until November 5 2016