Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Rica Mae Manalo

Sherbrooke,Quebec

Summary

Experienced technical professional with a strong focus on advisory roles. Brings a wealth of knowledge and impactful solutions. Recognized for driving efficiency and innovation. Emphasizes collaborative teamwork and adaptability. Proficient in problem-solving and effective client communication for reliable and successful outcomes.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Microsoft Technical Advisor

SherWeb
05.2023 - Current
  • Responsible for responding to technical advisory and technical implementation questions regarding M365
  • Use troubleshooting knowledge and tools required to fix customer issue
  • Identify and troubleshoot connectivity problems, applications errors, and security concerns related to M365
  • Email Migration (Exchange, IMAP, Google Workspace)
  • Collaborate with other technical support engineers and cross-functional teams to resolve complex technical issues.

Customer Care Support 3

Sophos LTD
10.2022 - 04.2023
  • Receive customer calls, log issues, analyses configurations, application and system log files to determine the cause of issues (when needed) and escalate to next level of support
  • Report errors/bugs to Product Support team
  • Continually develop expertise on new releases and product as demanded by business environment
  • Proper transition process of all business-critical occurrences to peers in other locations across the globe.

Subject Matter Expert - GoDaddy

Ibex Global Solutions
11.2020 - 09.2022
  • Working with company leadership to define project objectives, processes, policies, procedures and rules
  • Explaining policy implementation to fellow team members
  • Resolving project-related problems within their area of expertise (DNS, Emails and Web Hosting)
  • Consulting across business operations, providing mentorship, and contributing specialized knowledge.
  • Assist with troubleshooting and problem resolution, maintain customer satisfaction, and ensure proper service levels

Customer Service/Technical Support Direct- Google Fi

Foundever (Previously Sykes Asia Inc.)
01.2020 - 11.2020
  • Handle inbound service calls for Google Fi services
  • Drive customer satisfaction through voice, chat, and/or email communications
  • Navigate through multiple systems and tools
  • Process claims and replacement using Salesforce platform

Customer Service Associate - UIPAth Software

Open Access
02.2019 - 01.2020
  • Receive customer calls, log issues, analyses configurations, application and system log files to determine the cause of issues (when needed) and escalate to next level of support
  • Report errors/bugs to Product Support team
  • Continually develop expertise on new releases and product as demanded by business environment
  • Proper transition process of all business-critical occurrences to peers in other locations across the globe.

Sales Associate I - Sprint Telesales

Concentrix (Previously Convergys)
06.2017 - 12.2018
  • Receive customer calls and help customers as they shop, often serving as the final step in the sales journey.
  • Handling refunds and returns; Handling customer complaints;
  • Providing exceptional customer service and resolving any customer complaints;
  • Assist customers by responding to their inquiries and providing in-depth product knowledge.

Education

Bachelor of Science - Computer Engineering

Rizal Technological University
Philippines
01.2020

Skills

  • Strong interpersonal communication
  • Strategic decision making
  • Analytical skills
  • Skilled in Microsoft Office suite
  • DNS configuration skills
  • Microsoft Exchange management
  • Email migration expertise
  • Reliable web hosting expertise
  • Client support expertise
  • Technical troubleshooting assistance

Certification

  • MS900: M365 Fundamentals
  • Philippines
  • September 30, 2022

Languages

English
Full Professional

Timeline

Microsoft Technical Advisor

SherWeb
05.2023 - Current

Customer Care Support 3

Sophos LTD
10.2022 - 04.2023

Subject Matter Expert - GoDaddy

Ibex Global Solutions
11.2020 - 09.2022

Customer Service/Technical Support Direct- Google Fi

Foundever (Previously Sykes Asia Inc.)
01.2020 - 11.2020

Customer Service Associate - UIPAth Software

Open Access
02.2019 - 01.2020

Sales Associate I - Sprint Telesales

Concentrix (Previously Convergys)
06.2017 - 12.2018

Bachelor of Science - Computer Engineering

Rizal Technological University

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Rica Mae Manalo