JEFFREY SUAZO
Calgary
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
19
19
years of professional experience
Work History
TECHNICAL SUPPORT SPECIALIST
ecobee Technologies ULC
03.2023 - Current
- As a Technical Support Specialist, we are the first line of support at ecobee. Working with our Smart Owner to diagnose and solve technical and non-technical issues through phone, email, and chat.
- Respond and analyze complex inquiries of technical and functional nature not in routines and deviation from standard procedures.
- Direct client through issue resolution including status reports and updates.
- Identify, propose and enforce escalation process improvements.
- Adapt response and extensive research as per customer response.
- Identify support tool gasp, enhance needs and propose solutions.
SENIOR ADVISOR/TIER 2
CONCENTRIX PHILIPPINES
01.2016 - 06.2022
- Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
- Conduct extensive troubleshooting of backend databases and identify root cause of the data issues.
- Respond and analyze complex inquiries of technical and functional nature not in routines and require deviation from standard procedures.
- Direct client through issue resolution including status reports and updates.
- Identify, propose and enforce escalation process improvements.
- Adapt response and extensive research as per customer response.
- Identify support tool gasp, enhance needs and propose solutions.
- UP Technohub, Diliman, Quezon City, Philippines
PUBLIC RELATION OFFICER AND EVENT STAFF
GREAT MINDS MEDIA INC . (GADGETS MAGAZINE)
01.2011 - 08.2015
- Monitoring of press releases.
- Prepare and manage correspondence, reports and documents.
- Organize and coordinate meetings, conferences, travel arrangements.
- Take, type and distribute minutes of meetings.
- Implement and maintain office systems.
- Maintain schedules and calendars.
- Arrange and confirm appointments.
- Organize internal and external events.
- Handle incoming mail and other material.
- Set up and maintain filing systems.
- Set up work procedures.
- Collate information.
- Maintain database.
- Communicate verbally and in writing to answer inquiries and provide information.
- Liaison with internal and external contacts.
- Coordinate the flow of information both internally and externally.
- Operate office equipment.
- Manage office space.
MARKETING STAFF / RESEARCHER
ADBM RESOURCES
09.2006 - 12.2010
- Monitoring of press releases.
- Prepare and manage correspondence, reports and documents.
- Organize and coordinate meetings, conferences, travel arrangements.
- Take, type and distribute minutes of meetings.
- Implement and maintain office systems.
- Maintain schedules and calendars.
- Arrange and confirm appointments.
- Organize internal and external events.
- Handle incoming mail and other material.
- Set up and maintain filing systems.
- Set up work procedures.
- Collate information.
- Maintain database.
- Communicate verbally and in writing to answer inquiries and provide information.
- Liaison with internal and external contacts.
- Coordinate the flow of information both internally and externally.
- Operate office equipment.
- Manage office space.
Education
Associate of Arts - Hotel Management
BAY RIVER COLLEGE
Calgary, AB11-2024
Bachelor of Science - Information Technology
UNION COLLEGE OF LAGUNA
Laguna, Philippines05-2006
Skills
- IT/Administrative Liaison
- Resource Management & Procurement:
- Endpoint Management
- User Account Management
- Troubleshooting (Tier 1/2)
Languages
English
Full Professional
Timeline
TECHNICAL SUPPORT SPECIALIST
ecobee Technologies ULC
03.2023 - Current
SENIOR ADVISOR/TIER 2
CONCENTRIX PHILIPPINES
01.2016 - 06.2022
PUBLIC RELATION OFFICER AND EVENT STAFF
GREAT MINDS MEDIA INC . (GADGETS MAGAZINE)
01.2011 - 08.2015
MARKETING STAFF / RESEARCHER
ADBM RESOURCES
09.2006 - 12.2010
Associate of Arts - Hotel Management
BAY RIVER COLLEGE
Bachelor of Science - Information Technology
UNION COLLEGE OF LAGUNA