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Gilbert F. — Mid-Level Technical Support Specialist from Philippines

Gilbert F.

Mid-Level Technical Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Gilbert F., based in Taytay, Rizal, possesses over 19 years of diverse professional experience across industries such as BPO, oil and gas, health insurance, and property management. As a Technical Advisor at Concentrix Phils., he provided expert support for Apple products to customers in Europe, the Middle East, and South Africa. This role involved resolving billing concerns and managing complex cases requiring detailed investigation. Previously, as a Resolutions Specialist at RealPage Philippines, Gilbert offered B2B technical support for property management applications and ensured the seamless operation of smart building technologies in the U.S. His tenure as a Team Leader at Quantrics Ent. Inc. showcased his leadership skills in creating a conducive team environment, delegating tasks, and fostering team performance. Gilbert's technical prowess was further evident in his role as a Level 2 Technical Support specialist, handling escalated technical issues and coordinating field operations. His early career roles honed his abilities in customer service, technical troubleshooting, and project coordination.

Experience

  • Technical Advisor

    Concentrix Phils. (Avalon) · 2024 — 2026
    Provided technical support for Apple products to customers in Europe, the Middle East, and South Africa. Assisted customers with billing inquiries and disputes, facilitating solutions to address their concerns. Managed cases requiring additional documentation until they were resolved.

  • Resolutions Specialist / Technical Support

    RealPage Philippines · 2023 — 2024
    Delivered technical support for STRATIS, a Property Management application used in Smart Buildings throughout the United States. Offered B2B technical assistance for Onsite (Conventional), a program utilized by Property Management Companies in the U.S. Handled cases needing further documentation until resolution and updated knowledge-based articles for resolved issues.

  • Team Leader – Customer Service / Sales

    Quantrics Ent. Inc. (Bell Canada) · 2021 — 2023
    Fostered an inspiring team environment with open communication. Identified training needs and provided coaching to team members. Assigned tasks and monitored daily operations, ensuring the team met performance metrics while sharing best practices to motivate team members.

  • Technical Support – Level 2

    Quantrics Ent. Inc. (Bell Canada) · 2018 — 2021
    Administered advanced technical support for escalated client calls. Coordinated with field technicians for immediate resolutions. Followed up on unresolved tickets from various sites supporting BELL and created tickets for site-wide outages, ensuring clients received temporary solutions as needed.

  • Customer Service Representative

    247 Customer Philippines Inc. (Time Warner Cable – Spectrum USA) · 2015 — 2018
    Addressed technical issues and queries from customers regarding cable services. Provided detailed explanations of billing charges, particularly concerning pro-rata adjustments. Escalated complex issues for further investigation and suggested upgrades to customers seeking improved service options.

  • Technical Support Representative

    Company not specified · 2009 — 2014
    Delivered technical resolutions for various devices and services, including mobile internet dongles and TV. Created dispatch tickets for issues unresolved by phone support and ensured timely follow-up to guarantee resolution. Educated customers on troubleshooting steps to enhance their problem-solving skills.

  • Executive Secretary cum PA / IT Department

    National Health Insurance Company – Daman (OFW) · 2006 — 2009
    Managed the calendar of the IT Director, scheduling appointments and meetings while capturing meeting minutes as required. Delegated tasks to the IT helpdesk for departmental requests. Developed a filing system for easy access by IT staff and recorded notes from department meetings to inform relevant parties.

  • Material Coordinator / Document Controller

    National Petroleum Construction Company – Saudi Aramco (OFW) · 2003 — 2006
    Prepared technical bid evaluations and submitted material requisitions for projects. Ensured timely delivery of materials to meet project deadlines. Coordinated meetings with department heads to establish project requirements and managed asset tracking of materials to facilitate accurate reporting.

  • Computer Systems Operator / Trainer

    Brightech Computer Systems Inc. · 1999 — 2003
    Taught basic computer skills and provided training on technical knowledge and troubleshooting as part of sales offerings. Conducted necessary computer upgrades to enhance system performance.

Skills & Expertise

Performance ManagementCall CenterTechnical Support SpecialistCustomer ServiceHelpdeskAccountingAccounts Payable

Education

  • Computer Technician
    STI Marikina
  • Bachelor of Science in Agricultural Engineering
    ISU Echague Campus