Francis Inocence Cusi
Medicine Hat,AB
Summary
Performance-driven Technical Specialist enthusiastic about improving business IT standards and optimizing resources. Eager to leverage 15 years of field experience in new position with room for advancement.
Overview
15
15
years of professional experience
Work History
Technical Specialist
Novus Transact Philippines Corporation
07.2016 - 01.2024
- Learning about new products and technologies.
- Contribute to the achievement of team goals and objectives.
- Ensure compliance to company and customer guidelines, and to quality standards.
- Act as the first point of contact for resource management, escalations, internal questions, processes and procedures.
- Handling customer technical support cases through phone and email submission
- Providing customer support for programs and applications.
- Training customers and staff in best practices, applications, and programs.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
Desktop Support Engineer
Matador Systems Pte Ltd. Singapore
05.2015 - 04.2016
- Make problem preventive recommendations
- Ensure SLA system availability targets with sites are met
- IT asset management (tagging, recovery, storage, reuse)
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Walked individuals through basic troubleshooting tasks.
- Communicate operational, system or software changes via all affected local IT staff to users.
Desktop Support Engineer
Micro2000 Technology Pte. Ltd. Singapore
05.2013 - 05.2015
- Provide effective technical customer support to users, delivering solutions to both technical and non-technical end users while also supporting a wide range of ICT technologies
- Assisted and educated end-users of all levels on function of various software and general computer hardware
- Responsible for the care and upkeep of any and all ICT equipment across various Starhub corporate offices in Singapore
- Assigned at Singtel Technical Care for mobile phone tech support, repair, and configuration
- Became the “go-to-guy” for any and all technical inquiries.
Technical Support Senior Advisor – Client/Small and Medium Business (SMB)
Dell International Services Philippines
08.2009 - 02.2013
- Provides technical support for all Dell systems from laptops to desktops in all divisions
- Handles queries on hardware dispatch, shipments, return orders and rebate coupons
- Facilitates customer order fulfillment for ownership queue
- Liaises between customer and Dell, providing direct advice and guidance to customers
- Focuses on ensuring positive and sustainable customer experience according to Dell’s standards
Technical Support Representative
VERIZON, Advanced Contact Solutions
08.2008 - 08.2009
- Provide customers with assistance in any situation that arises
- Troubleshoot general and advanced network connectivity issues
- Provides basic to advanced software support, setup and configuration
- Liaised with clients of various ages, levels and nationalities.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Education
Diploma in Network Technology -
Mapua Institute of Technology (MIT), Philippines
01.2008
Skills
- PC Assembly/Disassembly
- PC Troubleshooting
- Technical Support Knowledge
- User Training Expertise
- Hardware Configuration
- Technical Troubleshooting
- Customer Relationship Management
- Project Management
- Helpdesk Administration
- Production Support
Languages
English
Full Professional
Timeline
Technical Specialist
Novus Transact Philippines Corporation
07.2016 - 01.2024
Desktop Support Engineer
Matador Systems Pte Ltd. Singapore
05.2015 - 04.2016
Desktop Support Engineer
Micro2000 Technology Pte. Ltd. Singapore
05.2013 - 05.2015
Technical Support Senior Advisor – Client/Small and Medium Business (SMB)
Dell International Services Philippines
08.2009 - 02.2013
Technical Support Representative
VERIZON, Advanced Contact Solutions
08.2008 - 08.2009
Diploma in Network Technology -
Mapua Institute of Technology (MIT), Philippines
Similar Profiles
Nicole CallejaNicole Calleja
Administrator and Support at Novus CorporationAdministrator and Support at Novus Corporation
Jayson Bubay QuitiquitJayson Bubay Quitiquit
Department Head, Product Development Department at Hocheng Philippines Corporation (HCG Philippines)Department Head, Product Development Department at Hocheng Philippines Corporation (HCG Philippines)
Michael John MendozaMichael John Mendoza
Mechanical and Electrical Technician at Evolander Motor Corporation (Mitsubishi Motors Philippines Corporation)Mechanical and Electrical Technician at Evolander Motor Corporation (Mitsubishi Motors Philippines Corporation)