April Joei Baltazar
@apriljoeibaltazar
I’m a Technical Support Specialist who resolves VoIP and connectivity issues with fast, accurate diagnostics.
PhilippinesWhat I'm looking for
I’m a Technical Support Specialist currently providing first-level support for VoIP environments, servers, and managed applications. I troubleshoot problems quickly and accurately—handling 25–40+ cases per shift while maintaining clear, complete documentation to prevent unnecessary escalations.
Previously, I delivered inbound technical support for mobile accounts and 24/7 customer service for internet, email, and connectivity concerns. I resolved 90% of cases without escalation by focusing on thorough issue understanding and dependable first-response diagnostics.
Earlier roles included technical support for phone, TV, and internet services, plus inbound ADSL and wireless broadband issue handling. I bring a customer-first mindset, strong troubleshooting discipline, and the ability to manage high inbound volume while keeping communications organized and actionable.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Sangoma - A Netfortris Company
Jan 2019 - Present (7 years 3 months)
Troubleshot VoIP systems, servers, and managed applications, resolving 25–40+ cases per shift with high accuracy. Delivered first-level diagnostics that reduced escalations through complete documentation.
TSR 2
24/7 Customer Philippines Inc.
Nov 2013 - Apr 2017 (3 years 5 months)
Handled internet, email, and connectivity issues, resolving 90% of cases without escalation. Provided timely technical support in a high-volume, 24/7 environment.
TSR/CSR
Teleperformance Philippines
Dec 2009 - Jan 2012 (2 years 1 month)
Provided inbound technical support for ADSL and wireless broadband issues. Answered account and billing inquiries while resolving customer connectivity problems.
Education
Degrees, certifications, and relevant coursework
Lyceum of the Philippines
Bachelor of Science, Foreign Service
2001 - 2003
Undergraduate B.S. in Foreign Service at Lyceum of the Philippines from June 2001 to March 2003.
Balian National Highschool
2001 - 2001
Graduated from Balian National High School in 2001.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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