JAJerome Arnel Alcantara
@jeromearnelalcantara
Senior technical support professional specializing in customer-focused IT support.
PhilippinesWhat I'm looking for
I am a dedicated senior technical support and customer service professional with extensive experience across large BPO and IT support environments, supporting clients such as Nike, Dollar Tree, Nike, Cummins, Sealed Air and Primobrand. I consistently resolve technical issues spanning POS systems, back-office computers, networks, account management, password resets and application troubleshooting while maintaining service level agreements and high customer satisfaction.
I bring experience in tiered escalation (Tier 2/3), case management, dispatching, reporting and collaboration with developers and SMEs to resolve complex software and network problems. I am highly motivated, skilled in ITIL practices, ServiceNow, Salesforce and Office 365 administration, and I contribute through strong organization, multitasking and reliable communication.
Experience
Work history, roles, and key accomplishments
CPProvided multi-channel technical and account support for Primobrand clients, resolving delivery, billing, and account inquiries to maintain high customer satisfaction and meet SLAs.
CPProvided technical support and technician troubleshooting for Dollar Tree stores, resolving POS, back-office, and network connectivity issues.
CPHandled retail and enterprise support for Nike, managing software issues, account unlocks, password resets, POS and BOH equipment support, and routing complex tickets to SMEs.
CPProvided multi-channel support for Sealed Air end users, troubleshooting account logins and applications, and escalating unresolved issues to resolver teams.
CPMaintained quality and SLA deliverables for Cummins processes, dispatched tickets, and tracked upskill completion and ad-hoc reporting tasks.
CPProvided technical assistance to customers via email and phone, ensuring deliverables met agreed service level agreements.
Tier 2 Tech (Case Manager)
Acquire
Jun 2020 - Jul 2021 (1 year 1 month)
Managed escalated technical cases from inbound calls, emails, and community cases, and assisted representatives with complex technical issues.
COServed as offshore network operations engineer maintaining routers and network connectivity for US-based clients to ensure 24/7 availability.
TIProvided senior technical assistance for B2B clients on cloud storage and web apps, handling escalations and coordinating with developers for complex software issues.
SICustomer Service Associate
Sitel
Jul 2015 - Feb 2016 (7 months)
Assisted residential customers with technical printer issues and supported sales of accessories and consumables to meet customer needs.
Tier 3 Technical Support
Acquire Asia Pacific
Sep 2013 - Sep 2014 (1 year)
Provided Tier 3 resolutions for ADSL, dial-up, mobile broadband and VoIP residential clients and supported teammates with escalations and process changes.
TPTechnical Support Representative
May 2011 - Aug 2012 (1 year 3 months)
Delivered Tier 3 support for residential ADSL, dial-up, mobile broadband and VoIP customers and assisted teammates with technical escalations and process updates.
TEResolved residential customers' hardware and OS issues for high-end computers via phone, providing technical solutions and guidance.
Education
Degrees, certifications, and relevant coursework
Informatics Computer Institute
Advanced Diploma in Information Technology, Information Technology
2011 - 2013
Completed an Advanced Diploma in Information Technology with coursework covering IT fundamentals and technical support.
UTUniversity of Santo Tomas
Bachelor of Arts in Performing Arts, Performing Arts
2006 - 2009
Studied Bachelor of Arts in Performing Arts (Piano), focusing on music performance and theory.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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