carlo samson
@carlosamson
Technical Support specialist delivering secure Windows/mobile resolutions and fast network troubleshooting.
PhilippinesWhat I'm looking for
I’m a Dedicated Technical Support professional with over seven years of experience in hardware and software troubleshooting, specializing in Windows-based and mobile support while keeping high customer satisfaction. In my current Technical Support Tier 2 role at Real Defense | Support Ninja PH, I diagnose and resolve complex connectivity and cloud sync issues across Windows, Android, and iOS, while removing viruses, spyware, and malware to restore system security and performance.
Previously, as an IT Help Desk at Lenovo | Sutherland Global Services, I provided expert remote support for North American end-users, leading high-level Lenovo hardware diagnostics and warranty fulfillment. I managed high-volume incident lifecycles using Salesforce CRM, used LogMeIn and Microsoft System Diagnostics to minimize downtime, and helped drive growth by identifying service gaps and up-selling extended warranties and hardware upgrades—always focused on clean resolution workflows and measurable KPIs.
Experience
Work history, roles, and key accomplishments
Delivered pay-for-support technical assistance for global residential and business clients, diagnosing and removing viruses, spyware, and malware to restore system security and performance. Provided Windows, Android, and iOS support and met KPIs for CSAT and resolution time targets.
Provided remote IT help desk support for North American end-users, specializing in Lenovo hardware diagnostics and warranty fulfillment while minimizing downtime. Managed high-volume incidents in Salesforce CRM and supported upselling of extended warranties and hardware upgrades using LogMeIn and system diagnostics tools.
Document Controller & Safety Rep
Zebrano Wood Works LLC
Aug 2014 - Aug 2016 (2 years)
Managed technical documentation workflows for projects, including blueprints, RFIs, and submittals, ensuring stakeholders received the latest revisions. Conducted site inspections and safety audits to achieve 100% compliance with international regulations.
Education
Degrees, certifications, and relevant coursework
Tarlac State University
Undergraduate, Information Technology
Completed an undergraduate program in Information Technology at Tarlac State University.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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