Brian Bacol

Experience

• 

  1&1 Internet, Inc.

  Feb 2007 - Mar 2010

  Advance Technical Support

  - Provide customer support and technical issue resolution via E-Mail and phone- Provide advance troubleshooting steps for customer’s technical issues with their hosting- Handles basic scripting issues with website ( html, php, asp )- In the year 2007 and 2008, handled basic troubleshooting on dedicated Windows and Linux server for hosting environment- Handle setting up Email client for Exchange accounts and POP/IMAP email accounts.- Educate customers with Web development using HTML scripts, Forms based on PHP scripts, Content Management applications and Template base applications- Handle Domain registration and Domain transfer Show less

• 

  TeleTech Philippines

  Nov 2010 - Feb 2011

  Subject Matter Expert (Barnes and Noble digital support)

  - Functions as a mentor to front line technical support representatives in handling customer issues and concern.- Responsible in providing guidelines and instructions about a particular subject matter.- Assist in preparing appropriate processes, procedures and troubleshooting steps- Processing escalated cases and refund request for affected customers- Monitors the Average handling time of the agents and constantly checks and maintains the service level provided by the agents on duty.- Taking supervisory calls from Level 1 Agents Show less

• 

  Convergys Intelligent Contact

  Mar 2011 - Jul 2011

  Technical Support Specialist - Comcast DOJ and SIK Activation

  - assist COMCAST onsite technician through voice call for activating COMCAST services ( Internet, Cable TV, and Telephony ) after installation.- assist end users through CHAT in the ACTIVATION of their COMCAST services ( Internet, Cable TV, and Telephony )

• 

  Lexmark International (Asia Pacific)

  Jan 2012 - Oct 2018

  Senior Technical Support Specialist

  - Provides Technical support for both hardware and software support for Asia Pacific Geo ( Australia, New Zealand, Singapore, Malaysia, and India )- Logs service request and orders spare part(s) needed for the onsite repair.- Manages Critical accounts by screening their service request and handling their consumables. Making sure Service Level agreement is achieved.- Manages option 8 calls to assist onsite technician’s while fixing the printer real time. Installation of hardware part(s) or Software and applications.- Coordinate with Service partner for technician schedule and spare part(s) delivery.- Taking level 2 task by reviewing onsite jobs coming from all level 1 agents to determine if issue was misdiagnose causing no parts to be used by technician.- Screens jobs through email from MPS customers.- Handles “HOTSHEETS/ESCALATION” callback for Level 1 agents. Show less

• 

  Insystic Corporation

  Oct 2018 - Mar 2019

  Telecom Communications Engineer

  under EFORMULA, subcontractor for HUAWEI Technologies working on Globe Homerun project.- Team Leader - installs and commissions Huawei equipments ( ETP4890 rectifier and ATN950C )- Rectifier change out/upgrade to Huawei rectifier ( ETP4890 ) on outdoor street cabinet.- ATN install and commissioning for outdoor street cabinets, equipment room, and Cell sites.- Facilitate ISDP QC and PAT for rectifier change out.- Installation, Power-tapping, Commission, Integration and Migration of Huawei ATN910C andATN950C.-Performs RCO survey for Rectifier change out for creation of TSSR. Show less

• 

  Geidi IT Management

  Apr 2019 - now

  IT Support Engineer

  - Troubleshoots complex Windows Desktop, Windows Server ( MS Exchange, Active Directory, etc. ) and Network Issues- Inbound and outbound phone calls to Perth ( WA ) Australia- Action support tickets logged through PSA such as Labtech/Connectwise- Perform monitoring and maintenance of systems- create and maintain documentation and knowledge base on an ongoing basis- Comply with and maintain knowledge of IT standards and best practices- work on projects as required, ensuring deadlines are achieved Show less

• 

  Globe Telecom

  Jul 2019 - now

  Network Field Maintenance Engineer

  Present position - Network Technical Group, Operations Division.Previously under Agile Squad ( Newsite Build - Wireless )- Project Delivery and Subject Matter Expert - Outside Plant EngineerPreviously under Access Engineering Performance Management - Regional Facilities Engineer