Objective :
 To obtain a challenging position in a high-quality environment where my resourceful experience and skills will add value to organizational operations.

Core Competencies
*  Customer Service

*  Intense Technical Background

*  Detailed and Organized

Professional Experience :

AVID South East Asia Inc.

Customer Care Expert II | Technical Support Engineer, March 2015-present

*  Provides elite technical support for Interplay Production systems, including the Media Asset Management (MAM), Interplay Engine, Media Indexer, Access, and Media Services (Archive, Transcode, STP Encode, Transfer, Delivery), and Interplay’s integration with ISIS, Media Composer, Airspeed, Capture and iNews range for Media Enterprise, Post and Professional customers in all regions around the globe. PAM2MAM Integration.

*  Ability to interpret data, goals and objectives and discussion of problems with various individuals and/or groups to resolve problems and interfacing in a professional manner with clients, colleagues, contractors, and executive management.

*  Investigates technical issues being raised and provides adequate resolution to the problem.

*  Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring consumer satisfaction throughout the escalation process.

*   Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly.

s  Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly.

*   Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies.

STEFANINI (IT Outsourcing & Infrastructure Services)

Technical Support Representative, Apr 2008 – Mar 2015

*  Supports Pinnacle Studio / Media Composer Hardware and Video Editing Software as well as the system configuration.

*  Guides customer on how to import/capture and manage their own video files.

*  Supports M-Audio Hardware, Pro-tools software, and Product registration.

*  Provides professional support via telephone, email or web.

*  Provides restorative or maintenance actions to resolve customer problems.

*  Responds to customer problems based on standard procedures.

*  Correctly tracks and documents incidents and calls, including but not limited to, entering data into database timely and accurately.

*  Provides customer assistance for digital design.

*  Access customer’s system remotely using LogMeIn rescue, VNC, TeamViewer and WebEx.

*  Walk-through customer to deactivate and activate software licenses.

*  It was migrated from TechTeam|ONVIAO Company on April 2010 and handling the same products.

Training and Certifications:

·        Avid | CS 400 ACSR Avid Editing Systems (June 2014, Burlington, Massachusetts)

·        UN 422 ACSR-Unity ISIS (June 2014, Burlington, Massachusetts)

·        WG 433 Avid Interplay System Support (September 2014, Burbank, California)

·        Avid iNEWS | Command (April 2015, Makati, Philippines)

·        Avid Interplay | MAM (July 2017, Frankfurt Germany)

·        Avid Media Central (January 2017, BGC, Philippines)