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Last 6 mos.
All-time
Feedback:
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none
Hours:
0
0
Assignments:
0
0
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Location:
Lapu-lapu City, Cebu, Philippines (GMT+08:00)
English Skills:
(self-assessed)
5.0
Member Since:
November 2, 2009
Last Worked:
oDesk Ready:
No
Glenn E.
-
"
Customer Service and Technical Support
-
Freelance
Project Manager
,
Philippines
"
Permalink :
Overview
Résumé
Work History & Feedback (0)
Tests (0)
Portfolio (0)
Working in a call center for 6 years that provides customers with solutions to complex technical issues regarding Connectivity Issues(eDSL, DSL, Dial-Up, Wireless), Email (Client and Web Base), Desktop Applications, LAN and WAN for Microsoft Windows and MAC Operating System.
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Recent Candidacies
Job Opening Title
Initiated By
Date
Technical support personel
Buyer
November 21, 2009
Job Category Interests
Web Development
Website QA
Other - Web Development
Software Development
Desktop Applications
Game Development
Other - Software Development
Networking & Information Systems
Network Administration
Server Administration
ERP / CRM Implementation
Other - Networking & Information Systems
Writing & Translation
Website Content
Blog & Article Writing
Copywriting
Translation
Other - Writing & Translation
Administrative Support
Data Entry
Personal Assistant
Web Research
Email Response Handling
Transcription
Other - Administrative Support
Design & Multimedia
Graphic Design
Logo Design
Illustration
3D Modeling & CAD
Audio Production
Presentations
Engineering & Technical Design
Other - Design & Multimedia
Customer Service
Customer Service & Support
Technical support
Phone Support
Order Processing
Other - Customer Service
Sales & Marketing
Telemarketing & Telesales
Sales & Lead Generation
Other - Sales & Marketing
Business Services
Project Management
Recruiting
Statistical Analysis
Other - Business Services
Skills
Skill
Experience
Level
Last Used
Description
Communication Skills
15 yrs
5.0
2009
-Competent in use of all technical methods of communication e.g. email, Data,
Voice, IM, Chat, RC etc. Excellent in call handling and communication skills.
-Conveys information clearly and effectively both written and verbal.
-Listens actively and effectively.
Seminars Attended:
- Berlitz Certification
- American English Optimization Training
- Service Evaluation Training
- Ateneo Class English Enhancement Training
MCDST and MCP
6 yrs
5.0
2009
MCDST (Microsft Certified Desktop Support Technician) and MCP (Microsoft Certified Professional)
- Supporting Users Running on A Microsoft Windows Operating System
- Supporting Users Running Application on A Microsoft Windows Operating
System
Networking & Information Systems - CCNA
6 yrs
5.0
2009
-Has the ability to set-up Local Area Network with the use of the ff. (routers,
switches/bridges, hubs, repeaters).
-Knows how to configure and trouble-shoot eDSL, DSL, Dial-Up and Wireless
internet connection.
Routers like:
Cisco, Belkin, Netgear, 2 Wire, Motorolla, Netopia Cayman, Speed Stream and Alcatel Speed Touch.
- Internetworking
- Layer-2 Switching
- Internet Protocols
- IP Routing
- Virtual LANs
- Managing a Cisco Internetowrk
- Configuring Novell IPX
- Managing Traffic with Access List
- WAN Networking Protocols
Phone, Email and Chat Support
6 yrs
5.0
2009
Programming
3 yrs
3.0
2008
Programming experienced in ZILOG, Turbo C/C++, Assembly Language and Visual Basic.
Windows and MAC Operating System Specialist
6 yrs
5.0
2009
-Has deep knowledge with Windows Operating System 95B, 98, 2000, ME, NT,
XP, Macintosh OS 9, 10 and higher.
-MCDST and MCP Certifications
Certifications
Date Earned
Name
Score
Percentile
Organization
Description
No Certifications
Employment History
From
To
Company
Title/Role
Description
05/2004
Present
Sykes Asia, Inc.
Senior Team Lead / Team Lead
Job Description
Job Title: Team Lead - Sr. TSR (L2 Technical Support)
I. Administrative:
-Supervises and coordinates the support team.
-Looks on adherence to company and account policies and house rules.
-Ensures that agents have the knowledge, skills and equipment
required to carry out their function effectively and efficiently.
- Makes sure that important information is disseminated to the support
team by conducting team meetings.
- Makes sure that agents’ schedule are adhered to.
- Participates in the recruitment of staff to the team.
- Carries out supervisory responsibilities in accordance with the
organization’s policies and applicable laws
- Plans, assigns and directs work to the team/employees in cooperation
with the supervisor.
II. Operations:
- Responds timely and accurately to the escalations of the Level 1/Level 2
(if applicable) support.
- Assist Level 1/Level 2 (if applicable) support towards 1st time resolution.
- Can identify hot customer issues and deals with it appropriately
- Responsible for ensuring that the group achieves the Service Level
Agreements via communication of requirements and regular feedback on
performance.
- Verifies customer’s problem and validates support team’s escalations
prior to escalation.
- Oversees and tracks downtime on all tools required to perform support
- Perform monitoring, remote and side by side, of agents and feedback
findings (strengths, areas of improvement).
- Monitors agents’ performance and updating their records on a regular
basis.
- Feedback agents’ performance on a regular basis.
- Makes sure that action plans are effectively carried out for performance
improvement.
- Monitors technical skills of Technical/Customer Support Representatives
and recommends additional training when needed.
- Coordinates with supporting managers on the training needs of Sr. TSR.
- Contributes to other projects if requested.
- Provides reports as required by the Supporting Managers.
11/2003
04/2004
Sykes Asia, Inc.
Technical Support Engineer / Independent Contributor
Job Title: Technical Support Engineer
Summary: To provide a professional and efficient customer support/service function for all client projects, in line with client contractual requirements through inbound/call backs specifically for technical and billing support.
Administrative:
-Technical Research.
-Attend trainings, workshop, seminars, and focus group discussions
scheduled by the team.
-Contributes to the other projects if requested and continuously improves
product know-how.
Operations:
-Handles customers problems arising from various products supported:
DSL, eDSL, Dial-up & Email and Chat Support.
-Properly escalate product issues that are irresolvable and not available on
the knowledge base.
-Provides first line voice customer service. Accept inbound calls.
-Demonstrates a strong customer service orientation and takes
responsibility for follow up to ensure customer needs and expectations
are satisfied.
Education
From
To
School
Degree
Area of Study
Description
01/2007
01/2007
LexySoft
Masters
Information Technology - Microsoft Certifications
Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified Professional (MCP) Completion Course - 2261 and 2262
Lexysoft Corporation
Humabon Ave., North Reclamation Area, 6000 Cebu City, Philippines
02/2005
06/2006
Center For International Education
Masters
Information Technology - Networking
Cisco Certfied Network Associate Modules 1 - 4
Center for International Education
Panagda-it, Mabolo, Cebu City, 6000 Cebu City, Philippines
February 2005 - June 2006
06/1998
03/2002
University Of St. La Salle
Bachelors
Computer Engineering
Graduated March 2002: Bachelor of Science in Computer Engineering
University of St. La Salle
Bacolod City, Negros Occidental, Philippines
1998-2002
06/1986
01/1996
Don Bosco Technical Institue
High School
Elementary and Highschool
Elementary and High school Education
Don Bosco Technical Institute
Victorias City, Negros Occidental, Philippines
1986-1996
No items in portfolio
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