James A.
Mid-Level IT Technical Support Supervisor
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James A. has established himself as a proficient Team Leader/Supervisor in the call center and BPO industry, excelling in roles at TP-LINK CUSTOMER SERVICES INC. in the Philippines. Since September 2023, he has applied his expertise in solving technical problems and supervising technical support tasks related to networking issues, particularly with TP-Link routers. His responsibilities include troubleshooting, guiding agents, handling escalated cases, and maintaining key performance indicators. Between 2019 and 2023, he served as a Tier 2 Technical Support Specialist, enhancing his skills in network troubleshooting and customer query handling. Previously, as a Tier 1 Technical Support staff from 2017 to 2019, he gained substantial experience with network routers and smart home devices. Prior to this, James spent four years as an I.T. Admin at COST U LESS INC, managing computer systems and network installations. He holds a College Diploma in Computer Science from the INFOTECH Institute of Arts & Sciences, equipping him with substantial skills in troubleshooting, network configuration, and technical support.
Experience
Team Leader/Supervisor
TP-LINK CUSTOMER SERVICES INC. · 2023 — PresentSupervises technical support for TP-Link routers and networking issues. Engages with customers via phone to troubleshoot problems and guides them towards solutions. Addresses technical inquiries from agents, manages escalated cases, and oversees supervisor calls. Provides training and coaching to agents, ensures compliance with KPIs and SLAs, and performs quality assurance on emails and calls.Tier 2 Technical Support
TP-LINK CUSTOMER SUPPORT INC. · 2019 — 2023Responds to technical questions from agents and manages escalated cases from Level 1 support. Offers technical assistance to customers and addresses complex issues raised by agents. Conducts training for agents to enhance their skills.Tier 1 Technical Support
TP-LINK CUSTOMER SUPPORT SERVICES INC. · 2017 — 2019Handled incoming calls in a BPO environment using Amazon AWS/Avaya. Provided technical support via phone, fixed network routers and smart home devices, and installed products while giving clear instructions to customers.I.T Admin
COST U LESS INC · 2012 — 2016Delivered technical support to colleagues and installed computer hardware and software. Conducted maintenance on computers and networking of routers. Managed website administration and maintenance, created graphic advertisements using Photoshop and CorelDraw, and generated monthly reports.
Skills & Expertise
Education
- College diploma in Computer ScienceINFOTECH Insititute of Arts & Sciences · 2010 — 2012
- High SchoolMataas na Paaralang Neptali A. Gonzales · 2006 — 2010
- Elementary SchoolNueve de Pebrero Elementary School · 2000 — 2006
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