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Darwin Tan Delos Reyes
498D Tampines St 45 Unit 04-384, Singapore 522498
6597733812
dwanedelosreyes@yahoo.com
WORK EXPERIENCE:
Company: Transcom Worldwide Philippines Inc.
Position: Technical Support Representative
Duration: April 6, 2015 to April 12,2016
Overview: provides technical assistance to inbound telephone inquiries from
ComcastCommercial Business customers.
Responsibilities:
 Represents Comcast in a professional and positive manner in all situations.
 Works with field operation personnel to ensure customer satisfaction.
 Communicates with internal and external customers.
 Diagnoses customer issues through process of elimination by asking
probing questions.
 Determines the appropriate solution based on diagnosis and executes the
most logical fix providing verbal instruction to customer at a level of detail
commensurate with customer PC knowledge and experience.
 Troubleshoots customer connectivity including but not limited to: DHCP,
RF, modem, router, or combination device (stability of equipment as well
as configuration).
 Troubleshoots customer Email issues such as delivery problems, client
configuration, and DNS problems.
 Provides activation and configuration support in using Web space service.
 Providing, verifying, and/or modifying network settings (TCP/IP).
 Resets and/or re-provisions customer modem.
 Obtains, provisions, adds, or deletes multiple IP addresses.
 Checks for outages by reviewing outage page for known problems and/or
checks router.
 Notifies the appropriate parties and advises the customer accordingly.
 Documents details of customer interaction by opening ticket in the trouble
ticketing system and records appropriate information in database.
 Assigns ticket to local market to dispatch service call or assigns to higher
fix agent for advanced troubleshooting.
 Identifies areas for improvement of process and procedure, and provides
feedback to supervisors.
 Meets or exceed business goals (metrics).
 Schedule flexibility to cover 24x7 operations.
 Punctual, regular, and consistent attendance.
 Ability to work mandatory overtime.
 Perform other duties as assigned.
Company: Gakken Philippines Inc.
Position: Customer Support Specialist
Duration: June 9, 2014 to December 4, 2014
Overview: primarily responsible in maintaining all existing accounts by
conducting monthly visit with the clients and building business to Free-use &
Rental prospects; and exceeds or meets the customers expectation and generate
profitable sales.
Responsibilities:
 Harnesses skills in customer service and maintains a good relationship
with clients and customers.
 Maintains professional and technical knowledge by attending trainings or
refresher trainings, and/or exhibits.
 Achieves and meets the company standards on:
 Monthly Sales Quota
 Monthly Sales Calls ( Number of repeat calls/month, Number
of new calls/month, 100% visit to the assigned existing
accounts)
 Responsible in handling full territory in selling Duplo Consumables and in
identifying prospects for Free-use and Rental within the area assigned
 Responsible in maintaining all existing accounts through excellent after
sales service
 Formulates and prepares objectives, methods, marketing and action plans
to enhance both customer service and selling activities
 Prepares and submits Weekly Itinerary and Daily Sales Call report to the
CSS Supervisor for accounts called on the previous day
 Updates sales on a daily basis to monitor individual Sales performance vs.
Quota
 Updates the Existing Account Monitoring Form to monitor consumable
purchases of each installation
 Prepares and submits the following reports on time:
 Free use & Rental Contracts
 Highlights of the week/month
 Competitive Report
 Urgent Action Call Report (duly signed by the customers for
accounts that requires urgent action)
 Asks approval from CSS Supervisor for special sales negotiations, including
sales discounts, terms of payments, special arrangements and the like that
may be required by the customer
 Monitors Technical Service Engineers with regard to installations assigned
to them for servicing, regular preventive maintenance service and repairs
 Follow-up account receivables of the customers to assist the collectors in
credit and collection
 Monitors the status of stock inventory
Company: iPlus Intelligent Network, Inc. (ePLDT)to CuroTeknika
Position: Email Support Associate to Helpdesk Support Associate
Duration: September 9, 2013 to June 4, 2014
Overview: Provides technical assistance through effective troubleshooting and
problem solving, following established standards and procedures to end users.
Responsibilities:
OSS/BSS Project:
 Answers calls and Solving concerns about Clarity and Kenan errors from
internal employees of PLDT nationwide.
 Creates fault ticket and endorsed to fault management group for proper
handling.
 Identifies, researches and resolves customer issues using the computer
system.
 Troubleshoots issues with DSL installation and configuration.
 Transfers customer call to appropriate staff by referring the customer to
dial the correct telephone number.
 Conducts first line maintenance and basic troubleshooting
CCG HOME Project:
 Provide client support and technical issue resolution via E-Mail or phone.
 Responsible for giving phone and e-mail first level support to corporate
clients.
 Creating Service Order using Kenan Software for new application of
customer.
 Upgrade plans, changing address using Kenan, answers billing concerns.
 Outbound calls to clients, confirm customer of their application or
information
 Configure software to connect to Internet application servers.
 Conducts first line maintenance and basic troubleshooting
 Creates fault ticket and endorsed to fault management group for proper
handling
 Gives accurate update to the clients who is making a follow up
 Sends email endorsement to other work group if the client’s concern is not
for repair
 Monitors trouble report assigned to respective groups, coordinate and
endorse trouble report to various repair work units involved in the
restoration of the facilities being reported
 Provide feedback to all concerned parties, Relationship Managers and
customers on the progress of the restoration.
QUALIFICATIONS/STRENGTHS:
 Competent at managing responsibilities in a high-volume atmosphere
 Quick learner and ability to assume responsibility
 Polite, respectful, and courteous manners
 Well-groomed appearance
 Efficient and flexible
 Ability to elicit confidence and build rapport
 Committed to providing total quality work
 Dependable employee with common sense and a variety of skills
 Expert knowledge of computer software packages
 Excellent verbal and written communication skills
 Perform effectively despite sudden deadlines and changing priorities
 Versatile and multi-skilled person
 Resourceful in solving problems and maximizing
 Excellent leadership skills and training
 Smart working person, plan things ahead. Know how to manage time and
set priorities
PROJECT/THESIS AT COLLEGE:
Project: Content Management System/ Learning Management System for
National Christian Life College, Marikina City
Duration:December5, 2012–February 26, 2013
Team Size:3
Overview:Content Management System/ Learning Management System
for National Christian Life Collegeperforms the functions of an E-learning
websitewith an additional feature for generating reports, quizzes, lectures
and many other more using moodle.
Responsibilities:
 Made the interface
 Designed/Customized some functions
 System Test
Environment:
Windows 7 Ultimate, Joomla 2.5, Moodle 2.0, Microsoft Word,
Google Chrome
COMPUTER SKILLS
Operating Systems: Windows XP/Vista/7/8
Languages: Visual Basic, Joomla 2.5 – Moodle 2.0 and HTML
Database: Microsoft Access, SQL
Others: Proficient in Microsoft Office Programs (Word,
PowerPoint, Access, Excel), Prezi, Adobe
Photoshop and Macromedia Dreamweaver.
Troubleshooting network and software
Education:
Far Eastern University (FEU)
Bachelor of Science – April 2013
Major: applied in Mathematics with Information Technology
Philippine Chen Kuang High School (PCKHS)
Graduated (2005 - 2009)
Internship:
LandBank of the Philippines (LBP) – N. Domingo San Juan Branch (2012)
 IT Staff / New Accounts Associate Assistant(June – September
2012) – provided technical and accounting support assistance for
the LBPclients, customers and employees. Basic troubleshooting on
internet and network of branch computers.
SEMINARS/TRAININGS
Title Inclusive Dates
(MM/DD/YYYY)
Place conducted
Clarity Fault Management
Training for ESAM - Simple
Dec 2013 PLDT Teltec Bldg., Boni Ave.,
Mandaluyong City
Business Email – Writing &
Etiquette
Dec 2013 PLDT Teltec Bldg., Boni Ave.,
Mandaluyong City
Effective Business Writing
Workshop (EBWW)
Dec 2013 PLDT Teltec Bldg., Boni Ave.,
Mandaluyong City
3D Animation and Game
Development with the
Theme Keys to Creating
Bigger Gadget Innovations
09/06/2012
Room 407 Science Building, Far
Eastern University, Sampaloc,
Manila.
Android Game Development 09/06/2012 Room 409 Science Building, Far
Eastern University, Sampaloc,
Manila.
System Application and
Database Connection using
Wap Server
08/22/2012 Room 305 Nursing Building, Far
Eastern University, Sampaloc,
Manila.
Data Mining and Data
Warehousing
08/22/2012 Room 408 Science Building, Far
Eastern University, Sampaloc,
Manila.

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Delos-Reyes-Darwin-Tan-SG

  • 1. Darwin Tan Delos Reyes 498D Tampines St 45 Unit 04-384, Singapore 522498 6597733812 dwanedelosreyes@yahoo.com WORK EXPERIENCE: Company: Transcom Worldwide Philippines Inc. Position: Technical Support Representative Duration: April 6, 2015 to April 12,2016 Overview: provides technical assistance to inbound telephone inquiries from ComcastCommercial Business customers. Responsibilities:  Represents Comcast in a professional and positive manner in all situations.  Works with field operation personnel to ensure customer satisfaction.  Communicates with internal and external customers.  Diagnoses customer issues through process of elimination by asking probing questions.  Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience.  Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).  Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS problems.  Provides activation and configuration support in using Web space service.  Providing, verifying, and/or modifying network settings (TCP/IP).  Resets and/or re-provisions customer modem.  Obtains, provisions, adds, or deletes multiple IP addresses.  Checks for outages by reviewing outage page for known problems and/or checks router.  Notifies the appropriate parties and advises the customer accordingly.  Documents details of customer interaction by opening ticket in the trouble ticketing system and records appropriate information in database.  Assigns ticket to local market to dispatch service call or assigns to higher fix agent for advanced troubleshooting.  Identifies areas for improvement of process and procedure, and provides feedback to supervisors.
  • 2.  Meets or exceed business goals (metrics).  Schedule flexibility to cover 24x7 operations.  Punctual, regular, and consistent attendance.  Ability to work mandatory overtime.  Perform other duties as assigned. Company: Gakken Philippines Inc. Position: Customer Support Specialist Duration: June 9, 2014 to December 4, 2014 Overview: primarily responsible in maintaining all existing accounts by conducting monthly visit with the clients and building business to Free-use & Rental prospects; and exceeds or meets the customers expectation and generate profitable sales. Responsibilities:  Harnesses skills in customer service and maintains a good relationship with clients and customers.  Maintains professional and technical knowledge by attending trainings or refresher trainings, and/or exhibits.  Achieves and meets the company standards on:  Monthly Sales Quota  Monthly Sales Calls ( Number of repeat calls/month, Number of new calls/month, 100% visit to the assigned existing accounts)  Responsible in handling full territory in selling Duplo Consumables and in identifying prospects for Free-use and Rental within the area assigned  Responsible in maintaining all existing accounts through excellent after sales service  Formulates and prepares objectives, methods, marketing and action plans to enhance both customer service and selling activities  Prepares and submits Weekly Itinerary and Daily Sales Call report to the CSS Supervisor for accounts called on the previous day  Updates sales on a daily basis to monitor individual Sales performance vs. Quota  Updates the Existing Account Monitoring Form to monitor consumable purchases of each installation  Prepares and submits the following reports on time:  Free use & Rental Contracts  Highlights of the week/month  Competitive Report  Urgent Action Call Report (duly signed by the customers for accounts that requires urgent action)
  • 3.  Asks approval from CSS Supervisor for special sales negotiations, including sales discounts, terms of payments, special arrangements and the like that may be required by the customer  Monitors Technical Service Engineers with regard to installations assigned to them for servicing, regular preventive maintenance service and repairs  Follow-up account receivables of the customers to assist the collectors in credit and collection  Monitors the status of stock inventory Company: iPlus Intelligent Network, Inc. (ePLDT)to CuroTeknika Position: Email Support Associate to Helpdesk Support Associate Duration: September 9, 2013 to June 4, 2014 Overview: Provides technical assistance through effective troubleshooting and problem solving, following established standards and procedures to end users. Responsibilities: OSS/BSS Project:  Answers calls and Solving concerns about Clarity and Kenan errors from internal employees of PLDT nationwide.  Creates fault ticket and endorsed to fault management group for proper handling.  Identifies, researches and resolves customer issues using the computer system.  Troubleshoots issues with DSL installation and configuration.  Transfers customer call to appropriate staff by referring the customer to dial the correct telephone number.  Conducts first line maintenance and basic troubleshooting CCG HOME Project:  Provide client support and technical issue resolution via E-Mail or phone.  Responsible for giving phone and e-mail first level support to corporate clients.  Creating Service Order using Kenan Software for new application of customer.  Upgrade plans, changing address using Kenan, answers billing concerns.  Outbound calls to clients, confirm customer of their application or information  Configure software to connect to Internet application servers.  Conducts first line maintenance and basic troubleshooting  Creates fault ticket and endorsed to fault management group for proper handling  Gives accurate update to the clients who is making a follow up
  • 4.  Sends email endorsement to other work group if the client’s concern is not for repair  Monitors trouble report assigned to respective groups, coordinate and endorse trouble report to various repair work units involved in the restoration of the facilities being reported  Provide feedback to all concerned parties, Relationship Managers and customers on the progress of the restoration. QUALIFICATIONS/STRENGTHS:  Competent at managing responsibilities in a high-volume atmosphere  Quick learner and ability to assume responsibility  Polite, respectful, and courteous manners  Well-groomed appearance  Efficient and flexible  Ability to elicit confidence and build rapport  Committed to providing total quality work  Dependable employee with common sense and a variety of skills  Expert knowledge of computer software packages  Excellent verbal and written communication skills  Perform effectively despite sudden deadlines and changing priorities  Versatile and multi-skilled person  Resourceful in solving problems and maximizing  Excellent leadership skills and training  Smart working person, plan things ahead. Know how to manage time and set priorities PROJECT/THESIS AT COLLEGE: Project: Content Management System/ Learning Management System for National Christian Life College, Marikina City Duration:December5, 2012–February 26, 2013 Team Size:3 Overview:Content Management System/ Learning Management System for National Christian Life Collegeperforms the functions of an E-learning websitewith an additional feature for generating reports, quizzes, lectures and many other more using moodle. Responsibilities:  Made the interface  Designed/Customized some functions  System Test Environment: Windows 7 Ultimate, Joomla 2.5, Moodle 2.0, Microsoft Word, Google Chrome
  • 5. COMPUTER SKILLS Operating Systems: Windows XP/Vista/7/8 Languages: Visual Basic, Joomla 2.5 – Moodle 2.0 and HTML Database: Microsoft Access, SQL Others: Proficient in Microsoft Office Programs (Word, PowerPoint, Access, Excel), Prezi, Adobe Photoshop and Macromedia Dreamweaver. Troubleshooting network and software Education: Far Eastern University (FEU) Bachelor of Science – April 2013 Major: applied in Mathematics with Information Technology Philippine Chen Kuang High School (PCKHS) Graduated (2005 - 2009) Internship: LandBank of the Philippines (LBP) – N. Domingo San Juan Branch (2012)  IT Staff / New Accounts Associate Assistant(June – September 2012) – provided technical and accounting support assistance for the LBPclients, customers and employees. Basic troubleshooting on internet and network of branch computers.
  • 6. SEMINARS/TRAININGS Title Inclusive Dates (MM/DD/YYYY) Place conducted Clarity Fault Management Training for ESAM - Simple Dec 2013 PLDT Teltec Bldg., Boni Ave., Mandaluyong City Business Email – Writing & Etiquette Dec 2013 PLDT Teltec Bldg., Boni Ave., Mandaluyong City Effective Business Writing Workshop (EBWW) Dec 2013 PLDT Teltec Bldg., Boni Ave., Mandaluyong City 3D Animation and Game Development with the Theme Keys to Creating Bigger Gadget Innovations 09/06/2012 Room 407 Science Building, Far Eastern University, Sampaloc, Manila. Android Game Development 09/06/2012 Room 409 Science Building, Far Eastern University, Sampaloc, Manila. System Application and Database Connection using Wap Server 08/22/2012 Room 305 Nursing Building, Far Eastern University, Sampaloc, Manila. Data Mining and Data Warehousing 08/22/2012 Room 408 Science Building, Far Eastern University, Sampaloc, Manila.