Ray E.
Senior IT Technical Support Specialist
Open to offersNew to PlatformLanguages
EnglishTagalog
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About
Ray D. is a Senior IT and Technical Support professional with over 15 years of experience across global enterprise, MSP, financial, cybersecurity, and telecom environments. He has held pivotal roles in companies such as Gatestone & Co. (Rogers Canada Telco), TaskUs, N-able Inc., FINASTRA, Allegis Global Solutions, and Comcast, delivering front-line and advanced support for services including internet, television, home phone, and financial SWIFT transactions. His responsibilities have encompassed incident management, end-to-end case resolution, and outage management in SLA-driven, 24/7 support settings. Ray is versed in Windows systems, networking fundamentals, endpoint security, hardware/software troubleshooting, and has utilized CRMs like Salesforce and Semanage. Industry exposure spans BPO, telecom, fintech, cybersecurity, insurance, and managed services, providing critical support to both corporate and internal clients worldwide.
Experience
Technical Support Representative
Rogers Canada Telco · 2026 — PresentProvide first-line technical support for customers facing issues with internet, television, and home phone services. Act as the main contact for troubleshooting and resolving technical problems while ensuring customer satisfaction.SEEL Technical Customer Success
TaskUs Phils · 2025 — 2026Verify item confirmations related to active policies, assist with item tracking, provide merchant assistance, and handle requests for refunds and cancellations.Intermediate Technical Support Representative
N-able, Inc. · 2025 — 2025Deliver technical support to N-able partners through phone, email, and chat, managing and resolving inquiries end-to-end. Collaborate across functions and maintain accurate case documentation, while prioritizing incidents in accordance with Service and Experience Level Objectives.Tech Support House Visit
None · 2023 — 2025Provide on-call technical repair for hardware and software in Las Piñas City, performing laptop and desktop checks, network setup, and establishing WiFi networks. Configure AI Stable Diffusion systems based on 'A1111' and 'ConfyUI' for generating images and videos.FINASTRA SL1 Technical Customer Support
FINASTRA · 2022 — 2023Handle financial account services focusing on SWIFT payments and transactions, managing IGT and TM investigations, Zabbix outage management, while providing support through calls, chat, and case triaging using Salesforce CRM.IT Support Specialist
Scalable OS Corp · 2022 — 2022Respond promptly and professionally to inquiries from medical MSPs via calls, chat, and emails, documenting and escalating issues per ticketing standards. Monitor and provide service on assigned tickets while delivering desktop, server, and network support.ESET Technical Support
LTVplus · 2020 — 2022Support ESET corporate business clients by facilitating the installation and upgrade of ESET Web Console and Endpoint Security. Educate clients on the software's latest features and provide remote assistance with the Bomgar application.Apptus-Conga Salesforce Staff
Bolton International · 2020 — 2020Troubleshoot Salesforce-related technical issues, including simple API challenges, while managing cases and escalations. Completed training under Conga University for Salesforce Tier 1 support.IT Vendor Management Staff
IWG plc. · 2018 — 2020Manage in-house tech support dealing with site outages by coordinating with vendors for device replacements and approvals. Utilize Semanage for incident reporting and maintain communication via Skype for daily inquiries.IT Helpdesk
Allegis Global Solutions (AGS) · 2017 — 2018Perform a range of technical support duties for internal clients, including password resets on Active Directory and handling Concur Expenses and Office 365 access requests through the ServiceNow ticketing process.IT Help Desk
Charles Taylor Insuretech · 2016 — 2017Provide internal service desk support through remote access, troubleshooting Active Directory and Exchange systems. Manage setups for joiners and leavers in various regions and address hardware issues.IT Help Desk
Country Financial Insurance · 2015 — 2016Support technical issues faced by Country Business Partners, using remote troubleshooting techniques and processing knowledge transfer files for updates.IT Help Desk / NOC Outage Officer
Comcast Inc. · 2013 — 2015Provide primary support for address book management and secondary support for Comcast server outages, managing escalations and premium support for clients.Tier 2 Technical Support Specialist/ CSR - Billing and Sales
Time Warner Cable Account · 2008 — 2013Troubleshoot internet and computer issues for nationwide Time Warner Cable customers over the phone, performing remote access support and verifying customer accounts.AT&T DSL Tech Support / 2WIRE Tech Support Specialist
Teletech Customer Management Inc · 2004 — 2008Conduct troubleshooting for AT&T DSL internet issues via phone, progressing from Level 1 DSL support to Level 2 specialization in 2WIRE home networking solutions.
Skills & Expertise
Education
- Bachelor of Arts in PsychologyUniversity of Perpetual Help Las Pinas Campus · 1994 — 1999
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