Open to opportunities

Matthew Quiban

@matthewquiban

Message

Highly skilled Technical Support Consultant with 10 years of experience.

Philippines

Message

What I'm looking for

I am looking for a role that offers growth opportunities and values customer-centric solutions.

I am a highly skilled Technical Support Consultant/Analyst with a decade of experience in customer support across various industries, including finance, telecommunications, healthcare, and e-Learning. My expertise lies in delivering effective solutions, conducting root cause analysis, and building strong client relationships. I have a proven ability to manage cases efficiently and provide technical support for diverse applications and systems.

Throughout my career, I have held positions that allowed me to excel in customer service and technical support. At Articulate, I was promoted to Senior Customer Support Engineer, where I managed service commitments and acted as an interim team lead. My role at FIS involved resolving critical incidents in financial systems, where I improved incident resolution times by addressing recurring issues. I am dedicated to ensuring client satisfaction and enhancing operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Engineer

Current

ARTICULATE

Apr 2020 - Jan 2025 (4 years 9 months)

Promoted to Senior Customer Support Engineer, managing service commitments and ensuring client satisfaction. Acted as interim team lead, supported junior members, and managed cases for swift resolution, minimizing client downtime through effective diagnosis.

Customer Support Team Leadership Technical Troubleshooting Client Relationship Management Salesforce Zendesk Articulate 360 Root Cause Analysis Incident Management

Support Consultant

FIS

Sep 2018 - Apr 2020 (1 year 7 months)

Key point of contact in a global support structure, resolving critical incidents in financial systems. Managed high-pressure situations and improved incident resolution times by addressing recurring issues.

Financial Systems Incident Management Prioritization Technical Support Root Cause Analysis

Customer Support Officer

1 GROUP LTD.

Nov 2017 - Jul 2018 (8 months)

Configured, deployed, and maintained client account setups and software applications. Documented and monitored problems to ensure timely resolutions while collaborating with clients to enhance software utilization.

Software Configuration Technical Documentation Software Deployment Collaboration Technical Troubleshooting Account Management

Customer Service Consultant

TELSTRA

May 2017 - Nov 2017 (6 months)

Resolved customer inquiries using structured fault diagnosis processes. Delivered quick solutions to customer issues while building trust through effective communication and issue resolution.

Customer Service Communication Skills Problem Solving Trust Technical Support Service Delivery

Support Consultant

MISYS (now FINASTRA)

Apr 2014 - Apr 2017 (2 years 11 months)

Provided high-quality technical support, applying hotfixes in production environments. Conducted root cause analysis and mentored colleagues to enhance team expertise and performance.

Technical Support Root Cause Analysis Mentorship Teams Customer Advocacy

Education

Degrees, certifications, and relevant coursework

University of the Philippines

Bachelor of Science, Electronics and Communications Engineering

2010 - 2014

Completed a Bachelor of Science in Electronics and Communications Engineering, focusing on the principles of electronics, communication systems, and engineering practices.