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Ralph Eduard Delgado

@ralpheduarddelgado

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Dedicated IT Support Professional with over 10 years of experience.

Philippines

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What I'm looking for

I am looking for a role that values collaboration, innovation, and continuous improvement.

I am a dedicated IT Support Professional with over 10 years of experience in delivering high-quality maintenance services and solutions. My strong attention to detail and efficiency have allowed me to work independently with minimal supervision. I possess a proactive mindset and excellent problem-solving skills in network infrastructure, which have been crucial in building and maintaining positive client relationships.

Throughout my career, I have excelled in various roles, including IT Security Client Onboarding Specialist at Payward, Inc - Kraken, where I delivered exceptional client support and ensured compliance with KYC and AML regulations. My experience as a Quality Analyst at TaskUs further honed my analytical skills, allowing me to identify trends and implement sustainable quality improvements. I have been recognized multiple times for my contributions, including being awarded Top Quality Analyst and Most Improved Specialist.

I am passionate about leveraging my skills to enhance operational efficiency and client satisfaction. I thrive in collaborative environments and am always looking for ways to contribute to team growth and success.

Experience

Work history, roles, and key accomplishments

Client Onboarding Specialist

Payward, Inc - Kraken

Oct 2024 - Present (8 months)

Delivered exceptional client support through email and live chat, ensuring prompt, clear, and professional communication across global time zones. Addressed client inquiries and resolved issues efficiently using secure platforms like Zendesk, while reviewing and verifying client documents for authenticity and compliance with KYC and AML regulations.

Zendesk KYC AML Compliance Communication

Quality Analyst

TaskUs

Aug 2021 - Present (3 years 10 months)

Compiled and analyzed weekly and monthly performance reports to assess and improve teammate productivity and service quality. Identified trends and recurring issues through data analysis, leading regular calibration sessions with teams to align quality standards.

Quality Assurance Data Analysis performance reporting Process Improvement Test Planning Coaching Documentation Quality Control

Teammate

TaskUs

Mar 2021 - Present (4 years 3 months)

Delivered exceptional customer service by responding to inquiries via phone and email, resolving issues efficiently while maintaining professionalism and empathy. Investigated and analyzed customer feedback to uncover trends and opportunities for service improvements, contributing valuable insights to management.

Customer Service Customer Feedback Analysis Communication Empathy

Senior IT Support Specialist

Henann Resort Alona Beach

Jan 2016 - Present (9 years 5 months)

Provided Tier 1 and Tier 2 technical support to end-users for hardware, software, and network-related issues, improving issue resolution time by 20%. Successfully managed the full lifecycle of IT assets, including procurement, deployment, maintenance, and retirement, to ensure accurate inventory tracking and cost efficiency.

IT Support Technical Support VPN Ticketing Systems

Technical Support Representative - Tier 2

Convergys Incorporated

Nov 2011 - Present (13 years 7 months)

Delivered expert-level technical support to customers via phone and email, effectively resolving escalated issues related to hardware, software, and network connectivity. Provided in-depth support for desktop, laptop, and handheld device concerns, including setup, configuration, and maintenance.

Technical Support Customer Service Hardware Support Software Troubleshooting Desktop Support Network Device Configuration

Education

Degrees, certifications, and relevant coursework

Mater Dei College

Bachelor of Computer Science, Computer Science

Studied computer science fundamentals, including programming, data structures, and algorithms. Gained practical experience in software development and system analysis.