Dave Marion De Guzman
Brantford,Ontario
Summary
A highly skilled technical support professional with over 9 years of experience providing hands-on support for a wide range of devices and software. Demonstrated expertise in troubleshooting and resolving issues related to workstations, laptops, smartphones, and other peripherals. Extensive experience with desktop support, server diagnostics, network infrastructure, and systems administration, with a strong ability to document and manage service tickets throughout the lifecycle. Adept at handling high-priority issues, providing end-user support, and maintaining detailed records. Additionally, holds a 2-year diploma in IT Business Analysis, including expertise in requirement modeling and visualization, basic data analytics, and quality assurance. Seeking to contribute technical proficiency and problem-solving skills to the team, supporting MSPs and IT solution providers with advanced managed services.
Overview
10
10
years of professional experience
Work History
Customer Support Advisor
Sutherland Global Services
Quezon City, National Capital Region, Philippines
03.2019 - 08.2021
- Delivered technical support to Spotify users, focusing on app performance issues, device compatibility, and network connectivity.
- Provided remote assistance for account management, subscription issues, and software configurations.
- Utilized ServiceNow for ticket tracking, ensuring detailed documentation of each issue, diagnosis, and resolution.
Client Support Representative
TopData
Angeles City, Pampanga, Philippines
02.2018 - 07.2018
- Provided advanced troubleshooting and support for VPN configurations, addressing network and security-related issues.
- Assisted with device setups, including mobile and desktop devices, ensuring secure and reliable connectivity for clients.
- Documented incidents and resolutions using ticketing systems, ensuring accurate tracking and follow-up.
Technical Support Advisor
Concentrix
Pasig City, National Capital Region, Philippines
10.2017 - 12.2017
- Diagnosed and resolved issues on Apple devices (iPhone, iPad, Mac), providing both hardware and software support for Australian customers.
- Provided technical guidance for device configurations, software updates, and troubleshooting steps via inbound and outbound calls.
- Documented technical resolutions and updates in CRM systems, ensuring customers received timely and accurate solutions.
Email Support Representative II
TaskUs Inc.
02.2015 - 09.2017
- Led escalated technical inquiries, coordinating with senior support staff to resolve issues related to app functionality, payments, and subscriptions.
- Provided remote troubleshooting and configuration support for Uber's platform, focusing on account-related and payment issues.
- Managed and documented complex service tickets, collaborating with internal teams to resolve payment disputes and technical glitches.
Escalation Desk Officer
Teleperformance
Quezon City, National Capital Region, Philippines
12.2012 - 02.2015
- Handled high-priority technical issues, escalating critical cases to senior resources for immediate resolution and ensuring timely follow-up.
- Provided technical support for VoIP, IPTV, and high-speed internet access, diagnosing and resolving issues related to network performance.
- Installed, configured, and diagnosed hardware and peripherals, including routers, modems, and devices, ensuring optimal user experience.
- Utilized ServiceNow ticketing system to track incidents and ensure resolution within SLAs, with detailed documentation for ongoing issues.
Customer Service Representative
Interactive Technology Solutions
01.2012 - 07.2012
- Supported the troubleshooting and resolution of network connectivity issues, including activation and diagnostics of mobile devices.
- Processed service tickets using CRM tools to ensure timely resolution of customer concerns.
Education
College Graduate Certificate - Information Technology Business Analysis
Conestoga College Institute of Technology And Advanced Learning
Brantford, ON12-2024
BBA - Financial Management
La Consolacion University Philippines
Malolos City, Bulacan, Philippines05-2022
Skills
- Operating Systems: Windows 7/8/10, MacOS, iOS, Windows Server, Linux
- Network and Infrastructure Support: DHCP/DNS, VMware, server diagnostics, network hardware troubleshooting
- Customer Support Tools: ServiceNow, ConnectWise, LiveChat, Zendesk
- Technical Troubleshooting: Hardware, peripherals, networking, VPN, device configurations, on-site support
- Communication: Strong ability to explain technical concepts to non-technical users, escalation management, collaborative team environment
- IT Business Analysis: Requirement modeling, visualization techniques, basic data analytics, quality assurance practices
References
References available upon request.
Timeline
Customer Support Advisor
Sutherland Global Services
03.2019 - 08.2021
Client Support Representative
TopData
02.2018 - 07.2018
Technical Support Advisor
Concentrix
10.2017 - 12.2017
Email Support Representative II
TaskUs Inc.
02.2015 - 09.2017
Escalation Desk Officer
Teleperformance
12.2012 - 02.2015
Customer Service Representative
Interactive Technology Solutions
01.2012 - 07.2012
College Graduate Certificate - Information Technology Business Analysis
Conestoga College Institute of Technology And Advanced Learning
BBA - Financial Management
La Consolacion University Philippines
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