This document is a resume for Neilson Dimagiba Cinco. It summarizes his work experience in technical support roles over 15 years, including positions at Sophos, AtoS Information Technology, Sitel Philippines, Telus International Philippines, and Dell. It also lists his educational background of a Bachelor's degree in Business Administration and secondary education. Personal details are provided such as name, address, birthdate, and skills.

1. Neilson Dimagiba Cinco
320 Brgy. Tagpos Tel #: (02) 861-6043
Binangonan, Rizal Mobile #: (0921) 769-5702
E Mail add: neilsoncinco@yahoo.com
Objective:
To ensure the success and effectiveness of Management, Technical Support and various work
activities through excellence in management and execution of duties an organization assigns unto
me.
Work Experience
Sophos Computer Security Pte. Ltd.
Units 1-4, 17th
Floor, Zuellig Building
Makati Avenue Cor. Paseo de Roxas
Makati City, 1225 Philippines
Subject Matter Expert, Sophos Encryption and Mobile Control
Supports the role of the Team Leader as the backup queue manager in the
absence of the Team Leader.
Acts / functions as the team’s default officer in charge in the absence of the Team
Leader.
Assists the Team Leader in the proactive resolution of over 2 days or escalated
cases.
Supports outbound and quality activities of the Team Leader, as needed.
Supports the Team Leader in providing floor support to team members by
answering technical and process related questions.
Support the Team Leader in training, coaching new and existing team members
including identifying opportunities based on behaviors in their calls/emails,
processes they have followed in case management and action plans team
members committed to execute to improve service delivery

2. Cooperate in the design, development, implementation and evaluation of
training programs and initiatives to meet support center goals.
Primarily support the Senior Management and Team Leaders in determining
and supporting implementation of policies
 Oversees the execution of new policies including confirming that the
implemented rules fully and faithfully correspond to the intended policy
 SMEs review the rules, and the rule flow to give feedback on the logic and
pattern used
 SMEs review the results of testing and simulation
 Resolve business issues relating to business rule execution
 Be accountable for the quality of the business rule
Sophos Computer Security PTE. LTD.
Unit 3&4, 17th
floor, Zuellig Bldg.
Makati ave. cor Paseo de Roxas, Makati City
Technical Support Engineer, Encryption and Mobile Control
November 3, 2014 – May 31, 2015
Provide technical support to Sophos customers by answering telephone calls (primarily)
and replying to emails in line with departmental measures, which includes average call
times; call wait times, with a focus on high quality, accuracy and customer satisfaction.
Document and record all activity and communication with customers over telephone and
email according to departmental standards of quality.
Record all activity in the department’s call logging system, updating cases within SLAs, so
that progress can be tracked with each customer’s incident, viewed via the customer portal,
and reports generated for high profile customers.
Meet or exceed departmental goals for Case Management, Phone and Email response
times, and Customer Satisfaction scores.
Analyze and clarify customer queries though troubleshooting, and researching existing
knowledgebase articles / known issues.
Review cases for technical complexity and make recommendations to team members with
regards to escalation according to departmental Best Practice.
Use and create knowledgebase articles in line with departmental best practice based on
new product information, support incidents, and/or common or critical issues.

3. Adhere to Sophos Support Services best practices.
Participation in departmental projects.
Actively participate in team and departmental meetings by providing feedback on current
day to day activity and recommendations for improvement.
AtoS Information Technology
5th
Floor 1880 Bldg.
EastwoodCity Cyberpark 1110 Libis, Quezon City Philippines.
TowersWatson Global IT Service Desk Level 2
August 22, 2011 – October 23, 2014
-Responsible in providing technical support via phone, email or chat to end-users and AtoS client
contacts. This will include assisting all callers with their inquiries, requests and issues, about any of the
company's supported software and computing platforms to the best of his/her ability, in a professional
and courteous manner.
-Responsible in providing feedback and tracking incidents from opening to closure.
-Handle inbound calls.
-Diagnose and resolve inquiries, requests or issues if they can be resolved remotely.
-Manage emails that come through the IT Service Desk mailbox.
-Respond to follow-ups and inquiries sent through chat.
-Make outbound calls to make follow-ups or provide feedback.
-Document all Service Desk interactions.
-Identify and escalate requests requiring urgent attention.
-Analyze and triage requests to the appropriate owner if it does not fall under the Service Desk scope.
-Track requests and keep requesters informed on the status of their requests.
-Research answers to inquiries, requests or issues using the available information resources.
-Stay current on news, system information, problems, changes and updates relevant to our end-user.
-Handle special tasks or projects as assigned by his/her team lead.
Towers Watson Supported Applications
- Vantage / Newscale
- Windows 7 Operating system
- MS Outlook 2010

4. - Webmail
- WebEx
- MS Office applications
- VPN Cisco AnyConnect
- Citrix – GOTO
- Blackberry
- Android
- iPhone
- RSA SecurID hardware and software tokens
- MS Office 2003 and 2010
- MS Lync and MS Communicator
- TW Imaged Desktop / Laptops
- Lotus Notes
- Domino Servers
Towers Watson Tools
-GAdvance Agent Desktop
-Clarify
-Knox
-Citrix XenApp
-Sharepoint
-Terminal servers
-Active Directory
-Net Pro
-Windows Server Update Services (WSUS)
-Group Policy Objects
-Temporary Admin Rights Tool
-RSAAuthentication Manager
-RSA Web Express
-Blackberry Enterprise Server
-MobileIron Admin Portal
-PC Remote Assistance (CF1)

5. -IT Service Desk Web
-IT Service Desk Email
-IT Service Desk Chat
-System Center Configuration Manager - SCCM Client center
-SQL Server reporting tools
-SQLAsset Lookup Tool
-Iron Mountain – Data and Recovery
Sitel Philippines Inc.
9th
Flr. Wynsum Corporate Plaza
Emerald Ave., Ortigas Center, Pasig City
Microsoft Networking Technical Support Specialist Level 2
April 4, 2011 – present
Sitel Philippines Inc.
25th
Flr. Cyberzone Bldg. Eastwood, Libis , Quezon City
DELL XPS Hardware Warranty Technical Support Specialist Level 2
September 13. 2010 – March 13. 2011
Telus International Philippines
34th
Flr. Discovery Center, ADB Ave. Ortigas Center, Pasig City
DELL Customer Technical Support Representative
November 25,2009 – March 27, 2010
Thunderbird International Gaming Corp. (Fiesta Resorts and Casino)
Brgy. Bilibiran, Binangonan, Rizal
Vault Clerk / Count Team
June 3, 2006 – October 30, 2009
Viva Video Inc. a Viva Entertainment Company
6th
Flr., East Tower, Philippine Stock Exchange Center
Exchange Road, Ortigas Center, Pasig City
Credit and Collections Assistant December 1, 2005 – April 30, 2006
CitiFinancial Corp.

6. Grnd Flr. Dolmar Gold Bldg. C. Palanca cor. Dela Rosa Sts., Makati City
Collections Officer July 2004 - October 2004
Bankard Incorporated
29th
Flr. Robisons-Equitable Tower Ortigas Center, Pasig City
Senior Collections Assistant (November 2002- July 2004)
Educational Background
1997-2001 National College of Business and Arts Taytay, Rizal
Bachelor of Science in Business Administration – Major in Management
1
st
Sem. School Year ’96 – ’97 University of Santo Tomas College of Commerce.
Bachelor of Science in Business Administration
1992 – 1996 University of Santo Tomas High School Sampaloc, Manila
Secondary Education
• - 1992 Chrissamore Learning Center Angono, Rizal
Primary Education
Personal Information
NAME Neilson Dimagiba Cinco
ADDRESS: 320 Brgy. Tagpos, Binangonan, Rizal

7. BIRTHDATE August 23, 1979
BIRTHPLACE Angono, Rizal
AGE 35
SEX Male
CIVIL STATUS Married
NATIONALITY Filipino
RELIGION Roman Catholic
FATHER’S NAME Napoleon L. Cinco
OCCUPATION Retired
MOTHER’S NAME Neriza D. Cinco †
SPECIAL SKILLS
• Typing (25-35 words per minute) Data entry and filing
• Records Organization and Management
• Accounts Payable Processes & Management
• Invoices/Expense Reports/Payment Transactions
• Vendor Negotiations & Management
• Proficient in both oral and written communication
• Computer Literate
• Basic to Advanced Software and Hardware Troubleshooting
• MS Windows Operating System
• MS Office
• Internet
• Online Marketing
• Blogging
• Management Skills
• Analytical and Problem Solving Skills
• Leadership, Teambuilding and Staff Supervision
• Interpersonal / Social skills
• Driving Res. 1& 2
Reference available upon request