Alejandro Suansing

Experience

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  Sykes phil

  Dec 2006 - Dec 2007

  Technical Support Representative

  •DSL Internet account •Analyze and resolve Internet connectivity issues with end-user customers •Identify, correct or advise, on operational issues in client computer systems. •Perform adjustments on accounts using company provided software tools

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  24/7 Customer Inc.

  Mar 2008 - Jan 2013

  Senior Technical Support Representative

  •Cable Broadband Internet account•Analyze and resolve Internet connectivity issues with end-user customer•Determine and report outages within the clients server •Configuration of client’s equipment to connect to the Internet via modem

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  Cognizant

  Apr 2013 - Dec 2018

  Certified Salesforce System Administrator / Senior Associate Consultant - Tier 2 (Salesforce.com)

  Salesforce.com Tier II Support•Day to day management of Salesforce.com customers' cases (includes user management, enhancement requests, CRM reporting,CRM configuration)•Work with Management to drive efficiency through tooling and business process automation.•Ensure reporting is created and structured to provide Senior Management on the health of their teams and the business.•Build and deliver intelligent, robust solutions to customer's requests.Currently on a position of SME with a role of Queue Manager & MIS•Oversee the distribution of workload•Monitor case queue for the site•Ensure SLA is met•Point of contact of site for case dispatchers •Report KPI•Monitor and report on escalated cases•Other tasks required by operations manager•Daily administration and support of CASES’ Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations;•Contributing to Salesforce help documents/Knowledge to ensure that all resolutions are accurate•Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Show less

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  UnionBank of the Philippines

  Jan 2020 - now

  • Manager

    Sept 2021 - now

  • Senior Support Application Officer

    Sept 2021 - now

  • Application Support Officer

    Jan 2020 - Sept 2021