Christopher Ruiz
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Technical Support Specialist | IT Service Desk | MSP | SaaS Support
Central Visayas, Philippines
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Full-time jobs
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Résumé
Jobs
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- CMsp It Helpdesk Tier 1CallTek IT ServicesFeb 2026 - Jun 2026 (5 months)• Provided 24/7 support for hotel IT assets, including workstations, printers, servers, and network devices, ensuring seamless operations for clients in the hospitality sector. • Logged and managed tickets in ServiceNow, troubleshooting issues and escalating, when necessary, consistently resolving problems within SLA. • Facilitated onboarding and offboarding processes, including access provisioning and credential management, to maintain security and efficiency. • Troubleshot various endpoints, including desktops, laptops, VPNs, printers, and hotel property management systems, enhancing user experience and minimizing downtime.
- DSupport Specialist IIIDayforce PhilippinesMar 2022 - Aug 2025 (3 years 6 months)• Provided L3 support for Dayforce HCM modules including Talent, Learning, Recruiting, Onboarding, Performance Management, and Engagement, ensuring seamless functionality for clients. • Troubleshot and maintained both front-end and back-end systems, effectively resolving client issues through detailed problem-solving techniques. • Communicated complex technical issues and solutions to clients in clear, non-technical language, enhancing customer understanding and satisfaction. • Managed case routing and coordination with various teams, ensuring timely responses and effective handovers to address client needs. • Utilized SQL to program and script tasks as part of troubleshooting efforts, contributing to efficient issue resolution and system m
- OIT Support AnalystOptum healthcareJan 2018 - Mar 2022 (4 years 3 months)• Provided escalated IT support for Optum employees, effectively resolving applications-related incident tickets from the Level 1 Helpdesk. • Troubleshot Windows 10 and Microsoft 365 issues, ensuring seamless user experience and minimizing downtime. • Supported deployment and migration activities during the transition to Windows 10, facilitating a smooth upgrade process for enterprise users. • Delivered clear and patient end-user support post-Office 365 migration, helping users adapt to new functionalities and resolve issues promptly.
- RTechnical Support AgentRemote Staff Support SolutionsJul 2017 - Nov 2017 (5 months)• Delivered first-level customer support via phone and chat, addressing technical issues and billing inquiries with a focus on customer satisfaction. • Communicated clearly with potential customers, ensuring a positive experience for first-time inquiries. • Executed cold calling outreach to former clients to assess interest in service reactivation, identifying potential opportunities for account recovery and customer retention.
Product Support Engineer For Ecm SoftwareLexmarkAug 2015 - May 2017 (1 year 10 months)• Provided first-contact troubleshooting for Enterprise Content Management software, addressing issues related to software functionality, connectivity, and setup. • Guided customers in using software features effectively, ensuring clear communication and understanding of product capabilities. • Documented all customer interactions meticulously in Perceptive Software’s Salesforce CRM and contributed to the knowledge base by creating and updating articles for the customer portal.- XIT Help Desk SupportXerox Business SolutionsApr 2013 - Jul 2015 (2 years 4 months)• Provided remote technical support via phone and email to all employees, ensuring a high level of customer service for all support queries. • Prioritized and escalated incident tickets based on severity to maintain SLA compliance and prevent breaches. • Served as Incident Management Coordinator, tracking and generating daily reports on the status of reassigned tickets to facilitate urgent resolutions.
- CTechnical Support Rep Level 2Convergys PhilippinesMar 2011 - Aug 2012 (1 year 6 months)• Provided technical support for Time Warner Cable US customers by diagnosing and resolving complex home networking issues, including router configurations and firewall settings. • Facilitated clear communication and escalation by arranging on-site technician dispatches for issues requiring physical intervention, ensuring timely updates for customers.
- Technical Support Specialist – DelleTelecare Global SolutionsAug 2008 - Feb 2010 (1 year 7 months)• Provided technical support for Dell products and peripherals, assisting customers with installation and fundamental usage issues. • Contributed to the knowledgebase for Dell's product line, enhancing self-help resources and improving customer communication.
- ALevel 3 Technical Support/Senior Customer Service RepresentativeAegis PhilippinesJul 2006 - Oct 2007 (1 year 4 months)• Provided advanced-level diagnostics and comprehensive testing to expedite ticket resolution, ensuring timely escalation of critical issues to higher-tier support. • Acted as the principal liaison for customers, delivering consistent updates and managing expectations throughout the support ticket lifecycle, demonstrating strong communication and empathy in a high-touch service environment.
- Technical Support Representative - PalmSykes PhilippinesDec 2005 - Jun 2006 (7 months)• Provided technical support for PalmOne handheld devices, ensuring high-quality customer service and effective troubleshooting.
- GPoint Of Sale & Network AdministratorGolden Roast ChickenNov 2004 - Jun 2005 (8 months)• Provided technical support for POS machines and computer systems across all stores, ensuring operational efficiency during business hours. • Maintained the Inventory Management System and POS database, enhancing data accuracy and accessibility for stores and warehouses. • Installed and maintained computer systems in the office and stores, resolving technical issues to minimize downtime. • Trained Store Supervisors and Cashiers on POS operations, improving user proficiency and customer service.
- BPos/Network AdministratorBo’s Coffee PhilippinesAug 2002 - Sep 2004 (2 years 2 months)• Executed the deployment of POS systems for both new and existing store outlets, ensuring seamless integration and functionality. • Provided comprehensive training and ongoing support to Store Managers and Cashiers on POS operations, enhancing customer service and operational efficiency. • Documented and coordinated requirements related to POS systems, including BIR permits and mall compliance, facilitating smooth operational processes. • Designed and implemented a preventive maintenance plan for all computer equipment across head office and store locations, significantly reducing downtime and improving system reliability.
Education
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- CDiploma for Electronics TechnologyCenter for Industrial Technology and Enterprise, Cebu CityMay 2000