Bernhard Abao
@bernhardabao
Experienced technical support specialist focused on fast, clear resolutions.
PhilippinesWhat I'm looking for
I am a Technical Support Specialist with over 15 years of hands-on experience resolving hardware, software, and network issues across telecom, SaaS, and e-commerce environments. I excel at Tier 1 and Tier 2 troubleshooting, remote diagnostics, and multi-channel customer communication to restore service quickly and improve user satisfaction.
Throughout my career I have supported cloud platforms, retail and mobility customers, and networking products—reducing downtime, improving support processes, and contributing to better knowledge resources. I consistently log, track, and analyze support interactions to drive data-informed improvements and author internal documentation to streamline onboarding and self-service.
I bring strong problem-solving, clear written and verbal communication, and teamwork to every role. I am motivated to join teams where I can continue improving support quality, shorten resolution times, and help customers get the most value from their products and services.
Experience
Work history, roles, and key accomplishments
Product Support Consultant
Gryphon Online Services, Inc.
Sep 2020 - Jun 2025 (4 years 9 months)
Delivered technical support for Gryphon’s cloud platform, resolving software and connectivity issues, improving onboarding, and authoring knowledge-base content that streamlined self-service.
TEHandled inbound/outbound customer service for Kohl’s, managing orders, returns, and billing inquiries while maintaining high satisfaction and quick resolution rates.
TEProvided Tier 2 technical support for AT&T Mobility subscribers, performing advanced troubleshooting, RMA processing, and device setup guidance to meet SLAs.
TESupported US DirecTV subscribers with satellite and set-top box troubleshooting, scheduled technician visits, and promoted service upgrades to enhance user experience.
Technical Support Tier II
Synnex-Concentrix Corporation
Jun 2006 - Feb 2016 (9 years 8 months)
Provided Tier 2 support for Linksys networking products, resolving advanced router and wireless issues, guiding complex configurations, and improving customer product adoption.
Education
Degrees, certifications, and relevant coursework
XCXavier University – Ateneo de Cagayan
Bachelor of Science, Computer Sciences
Completed a Bachelor of Science in Computer Sciences focusing on core computing principles and practical technical skills.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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