1. Herbert Huerto
Senior Support Specialist
Summary
Motivated, personable IT professional with multiple college degrees and a successful 8 years track
record of exceptional customer service and user support within the call centre industry. Talent for
quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all
levels. Accustomed to handling sensitive, confidential records.
Flexible and versatile – able to maintain a sense of humour under pressure. Poised and competent with
demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments.
Experience
Apple South Asia Pte Ltd
2010-02 to Present
Mac+ T2 Advisor (December 2016 - Present)
 Promoted to Senior Level to supervise T1 advisors handling Macintosh Hardware and Software,
Operating Systems, Base Stations (eg. Airport Express), Apple TV's, and iOS devices
Mac+ T1 Advisor (June 2016 - December 2016)
 Added skill to support additional Apple products such as Macintosh Hardware and Software,
Operating Systems, Base Stations (eg. Airport Express), and Apple TV's
Technical Service Provider Support Advisor (July 15 2013 - October 4 2013)
 Rotational assignment for 3 months
 Provides technical support assistance requests from Apple Authorised Service Providers,
Wireless Carriers, and Apple Retail Stores via chat and email
 Was provided exceptional feedback at the end of the assignment
 Took the iOS qualification exam with a passing mark of 97.43%
iOS T2 Advisor (September 2012 to June 2016)
 Promoted to Senior Level to supervise T1 advisors handling iOS hardware and software
 Takes in escalations and acts as the last point of contact for complex technical issues
 Provides feedback to T1 advisors if necessary
iOS T1 Advisor (February 2010 - September 2012)
 Handled customer enquiries about the full range of Apple iOS products such as the iPhone,
iPod and iPad devices and assists customers in timely troubleshooting and providing all service
options if a device needs to be setup for servicing
 Received numerous verbal and written compliments from customers for good customer service
 Constantly hits if not exceeding target metrics and customer satisfaction ratings
 Provides mentoring for newly hired agents
Convergys Philippines
2005-08 to 2006-02
Technical Customer Care Representative
Provides phone assistance to customers in the setup, troubleshooting, and maintenance of their Bellsouth
DSL line and its associated hardware and software
• Ranked among the best Technical Support Representatives on the floor between the months of January
to February of 2006
• Received several written and verbal compliments from customers for great and satisfactory customer
service
Personal Info
Date of birth
1981-01-04
Address
661 Woodlands Ring Rd
11-150 Singapore 730661
Phone
+65 98504673
E-mail
herbert_huerto@ymail.com
Social media
LinkedIn
www.linkedin.com/www.li
nkedin.com/in/hhuerto12-
profile
Skills
Computer Hardware and
Software Setup and
Troubleshooting
Computer Networking
Computer Programming
General Office Skills
Customer Service
Technical Support
User Support
Repetitive Tasks
Ability to Supervise
Work under pressure

2. SITEL Philippines Inc.
2004-12 to 2005-06
Technical Support Representative
Provides phone support and remote access to assist customers in troubleshooting and maintenance of
their Dell PC’s, laptops and accessories making sure that its running in good condition and provides
service options if necessary.
• Received manager citations for providing quality customer service
• Received several verbal compliments from customers for good customer service
• Provides input for new methodologies in the Dell Tree troubleshooting process and articles
Education
St. Jude College of Manila - Bachelor of Science in Nursing
2006-06 to 2008-05
• Licensed to practice Nursing in the Philippines
Lyceum of the Philippines - Bachelor of Science in Computer Science
1997-06 to 2002-10