Carlo Jumarang Ocasion

1st Floor STP Building, Spg 584, Jalan Tutong

Bandar Seri Begawan BF1320
Negara Brunei Darussalam
lhoi.ocasion@gmail.com
+673 898 3107

Work Experience

Technical Services Manager

Star Trading and Printing SDN BHD
1st Floor STP Building, Simpang 584, Jalan Tutong
Bandar Seri Begawan BF1320
Negara Brunei Darussalam
June 2011 Present

Toshiba and Sharp Multifunctional Photocopier Machines

Responsible for supervising and coordinating the technical services team regarding end-
user support.
Provides on-site service machine maintenance and corrective repair services for both
Toshiba and Sharp photocopiers.
Responsible for scheduling preventive maintenance and repair services for clients in
coordination with the business support personnel.
Responsible for updating internal database regarding meter reading, monthly preventive
maintenance and machine services, spare parts and consumable items delivery, in
coordination with the business support personnel.
Responsible for setting up new machines to be delivered to clients.
Proactively answers phone calls concerning requests for machine service calls, and
consumable items requests.
Attends to IT Services Requests such as Networking and Desktop PC/Notebook repairs.

Technical Support Representative 4

Stream Global Services
12th-17th, 22nd F PBCom Tower
6795 Ayala Ave. cor. VA Rufino St.
Makati City 1226
Office #: 632-916-5670
August 2002 April 2011

Hewlett-Packard Agent Support Group (ASG)/Senior/Mentor (May 2010-May 2011)

Dell CBG/CTS Level 2 Technician/Mentor (January 2009-April 2010)

Responsible for providing second level problem resolution for all incoming service
inquiries and providing guidance to Level 1 Support Professionals. Perform all phases
of troubleshooting including interpretation, analysis, research, and resolution of
technical problems.
Provide guidance to Level 1 Support Professionals in problem solving and using client
provided resources.
 Proactively take escalations from customers who are dissatisfied, acting as the last
turning point in reaching a resolution, and to make that the customers are satisfied
with the rendered service.
Gather and analyze data produced by Level 1 Technical Support Professionals wherein
coaching and mentoring will be based. Device an action plan as to which the Level 1
Support Professionals agrees to. Follow up to the given amount of time based on the
coaching session, and verify if the action plan worked and if the agent maintained, or
improved performance.
Mentor Level 1 Support Professionals to make sure that they perform and reach the
goals set by client mandated standards.
Train Level 1 Support Professionals with newly released updates, training materials,
and new system platforms from the clients (HP / Dell).
Employ a high level of interpersonal and communication skills to defuse customer and
agent frustration and move toward a resolution.

Transition Queue Officer in Charge - Dell CBG/CTS

Act as a mentor to newly hired technical support professionals.

Responsible for making sure that all necessary resources to be used by the newly hired
technical support professionals are available and in working order.
Address all of the newly hired technical support professionals technical and
administrative concerns.
Ensure that the newly hired technical support professionals are ready to take in calls
for the client, resolve customers technical issues, and provide exceeding expectations
customer support.
Administer Disciplinary Action to newly hired technical support professionals as
necessary according to the companys Code of Conduct.
Participate in training activities to maintain technical competency, and to broaden
product knowledge.

Outbound Technical Support Representative Dell ACS/CBG

Proactively contacts customers to ensure resolution via telephone, email and other
electronic media available for Dell desktop and portable systems.
Delivers quality technical resolutions in a timely manner by interpreting customer
problems, researching available resources, and applying solutions in accordance with
established guidelines and procedures.
Provides exceptional customer experience by ensuring resolution of customer issues
through diligent case management and consistent follow through.
Provide technical support via telephone and/or other electronic mediums for a major
product category.

Dispatch Technical Reviewer Dell ACS/CBG

Review dispatches by the inbound Technical Support Professional to make sure that it
was properly created, and parts or services are correctly ordered.
Ensures that dispatches are approved in a timely manner for an efficient turnaround
time for the customer, thus, resulting high customer satisfaction rating.
Ensures that the systems issue will be resolved in a one part or service dispatch.
 Junior Programmer
Brightpoint Philippines Inc.
Araneta Ave. Quezon City
December 2001 April 2002

IT Helpdesk / Database Management

Onsite support to the companys computer system - troubleshooting and repair.

Update, edit and create reports for the company's Country Manager and clients.

Computer Instructor 1
AMA Computer Learning Center
Commonwealth Ave. Quezon City
May 2001 July 2001

Handled freshmen classes, majoring in Computer subjects such as HTML Programming,

C++, and MS Office Management.
Co-Adviser for the Junior Programmer's Society of AMA Computer Learning Center of
Commonwealth Quezon City

Skills

Proficient in various notebook and desktop platform hardware and software

troubleshooting.
Knowledge in Microsoft Office applications: Word, Excel, Powerpoint.
Good comprehension, analytical, organizational, written and communication skills;
Excellent troubleshooting, diagnostic and analytical skills to resolve complex technical,
hardware-related and software application issues;
Excellent telephone skills, able to assist and instruct computer users of all levels;
Trained in Sharp and Toshiba digital multifunction photocopier operation,
troubleshooting and maintenance repair.
Proactive and detail oriented, works well under pressure;
Customer- focused attitude.
Well versed in both writing and speaking in English.

Technical

MS Windows (Windows 7, Vista, XP, ME, 2000, 95/98)

MS Office and other reporting tools
LAN, Basic Wireless Connectivity and Internet communications
Advanced hardware troubleshooting/diagnostics, parts replacement and upgrade
Knowledge of HP and Dell and other PC-compatible computers
Toshiba and Sharp Digital Photocopier operations, troubleshooting and repair.
Trainings and Certifications

e-Studio 2555C/3055C/3555C/4555C/5055C and e-Studio 2506/2507

Centralised Service Training
Toshiba Pte Ltd Singapore
Technical Training
June 2013

Leadership Development Program

Star Trading & Printing SDN BHD
Bandar Seri Begawan
Negara Brunei Darussalam
November 2012

e-Studio 2050C/2051C and e-Studio 2550C/2551C Centralised

Toshiba Pte Ltd Singapore
Technical Training
June 2012

Sharp-Roxy Singapore Pte Ltd

Technical Training for Gemini Series MFPs
September 2011

Hewlett-Packard ASG/Mentor Training

Stream Global Services
September 2010

Hewlett-Packard KV Notebook Training

Stream Global Services
May-June 2010

Hewlett-Packard Client Specifications Training

Stream Global Services
May 2010

Windows 7 Training
Stream Global Services
September 2009

Workshop on Team Effectiveness

Laguna Forest Club, Philippines
May 2009

Dell Level 2 Technical Support Professional Training

Stream Global Services
November 2008

Dell Certified Systems Expert

Dimension/Inspiron/Studio/Vostro Systems
September 2002 April 2010
Educational Attainment

College:
Bachelor of Science in Computer Science
AMA Computer University
Project 8, Quezon City
Metro Manila, Philippines
May 1997- December 2000

Secondary Education:
Camarin High School
Camarin, Caloocan City
MetroManila, Philippines
1993-1997

Primary Education:
Camarin Main Elementary School
Camarin, Caloocan City
Manila, Philippines
1987-1993

References

Available upon request.