Michelle Paculob Borromeo

Experience

• 

  GXS

  Aug 2010 - Jan 2015

  Facilitate the resolution of moderately complex technical issues of GXS/Inovis products by way of log analysis, research or recreating in-house. Serves as point of contact of the team in the absence of the team’s supervisor and/or manager. Identify product defects or enhancements and work with the Product Management group for resolution. Responsible for providing technical support to customers via phone and/or electronic format for various GXS/Inovis products and services. Effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries. Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer.

  • Intermediate Product Support Specialist

    Jan 2013 - Jan 2015

  • Associate Product Support Specialist

    Aug 2010 - Jan 2013
• 

  OpenText

  Oct 2015 - now

  Independently handle or provide resolutions to a diverse range of complex problems on one or more product areas. Provides mentorship and training to less experienced Technical Support Specialists. Lead or assist in efforts in facilitating problem recreation and failure analysis of systems level issues. Escalates to senior resource or to engineering all necessary analysis to open engineering investigation. Assists in identifying knowledge gaps based on recurring cases; escalating to management when more coaches are required. Show less

  • Manager

    Oct 2018 - now

  • Supervisor

    Oct 2017 - Sept 2018

  • Lead Technical Support Specialist

    Aug 2017 - Oct 2017

  • Senior Technical Support Specialist

    Oct 2015 - Jul 2017