Arnold A.

Proven BPO Technical Expertise: Over eight years of experience delivering end-to-end technical support, remote system diagnostics, and account management for major enterprise brands including PowerSchool, Fusion Connect, Sling TV, and PayPal. SLA & Downtime Minimization: Strong track record of managing incident tickets, performing root-cause diagnostics via TeamViewer, and strictly adhering to SLAs to ensure rapid issue resolution and minimal operational disruption. Bridge Between Tech & Business: Skilled at translating complex technical processes into plain language, conducting user training, and guiding non-technical clients step-by-step to boost adoption and satisfaction. Full Workstation & System Lifecycle Support: Hands-on experience handling workstation setups (hardware, cabling, software), server updates, vendor coordination, warranty checks, and preparing purchasing quotations. Adaptable & Technical Foundation: Backed by a Diploma in Information and Communication Technology

• TECHNICAL SUPPORT SPECIALIST

  Movate Phils. · 2025 — 2026
  Managed incident tickets and performed escalations to ensure issues were resolved promptly within defined SLAs. Conducted remote troubleshooting and diagnostics using TeamViewer, processed service requests according to client needs, assisted with warranty checks, and coordinated device replacement or repair with third-party vendors. Worked with the Accounts team to prepare and send quotations for new purchases while providing comprehensive technical support for various software products.

• TECHNICAL SUPPORT SPECIALIST

  Movate Phils. · 2024 — 2025
  Oversaw school-related service accounts and cloud systems, serving as the main contact for clients. Conducted training sessions on organizational plans, scheduling, and grade management, while assisting parents and students with enrollment and navigation of the system. Offered guidance on State Reporting for compliance, resolved server-related issues and general technical queries through multiple communication channels, and meticulously documented all client interactions for accurate follow-up.

• TECHNICAL SUPPORT REPRESENTATIVE

  Movate Phils. · 2022 — 2024
  Provided technical support for an American-based VOIP business, educating users about software updates and features. Conducted system checks to verify operation and identify errors, offered setup assistance for new workstations including hardware and software installation, and monitored system performance to promptly address any arising issues. Engaged in tactical troubleshooting to pinpoint faults and followed technical manuals for effective repairs, ensuring all actions and resolutions were documented in the work order system.

• CUSTOMER SERVICE ASSOCIATE

  Concentrix · 2020 — 2022
  Supported an American Television streaming service by aiding customers with applying promotions and discounts. Guided clients through technical procedures and troubleshooting, while accurately entering customer details and call notes into internal databases. Focused on building strong customer relationships by efficiently resolving queries through phone and email interactions.

• CUSTOMER SERVICE ASSOCIATE

  Eperformax · 2018 — 2019
  Handled customer inquiries for a leading American financial services company, ensuring secure recording of customer information and interaction details in databases. Recommended products and services tailored to customer needs and effectively resolved issues through phone and email support.

• Diploma in Information and Communication Technology

  International Electronics and Technical Institute - Las Piñas · 2005 — 2007