Contact
Door 2 E Sabellano Street, Abellare
compound, Pardo Cebu City,
Philippines- (Mobile)-
www.linkedin.com/in/crisxruiz
(LinkedIn)
Top Skills
Computer Hardware
Technical Support
Christopher Ruiz
Technology Support Analyst at Optum Global Solutions (formerly
UnitedHealth Group)
Philippines
Summary
Specializes in remote client support over the phone or live chat.
Currently part of a Technical workgroup for Windows 10 under
present company, supporting end-users from pre Windows 10
migration to after upgrade support.
BPO
An IT Support professional for over 10 years now.
Certifications
Learning Office 365
Experience
Optum Global Solutions
Technology Support Analyst
January 2018 - Present (3 years 1 month)
Cebu City
● Provide in-house remote technical support for UHG end user computers.
● Provide support for Deployment & Migration type activities, this includes but
not limited to:
-Windows 10 upgrade and installed products
-Office 2010 & 2016
-Smartcard
-AppSense DataNow and Symantec DLO
-Merger & Integration activities
-Symantec and Pulse secure
● Diagnosis of issue severity and proper troubleshooting of incident
● Incident resolution using knowledge management tool and documented
processes and procedures.
● Handle call escalation and problem resolution from Tier 1 support team.
Remote Staff Support Solutions Inc.
Technical Support Agent – Gridare Pty. Ltd
July 2017 - November 2017 (5 months)
Homebased Job role
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Gridare is a provider of Enterprise level hosted phone solution for small to
medium sized business based in Sydney, Australia.
- Primary function is to provide 1st level support via phone, chat and internal
ticketing system for Gridare’s supplied phones and Hosted vPBX.
- Support varies from Tech support issue to Billing concerns and first-time
inquiry for potential customers.
Lexmark Enterprise Software
Product Support Engineer for ECM Software
August 2015 - May 2017 (1 year 10 months)
Lexmark Research and Development, Cebu City, Philippines
- Provides 1st and 2nd level support for Enterprise Software by Lexmark
(Enterprise Content Management). Support is via phone, email and chat.
Collaborate with fellow engineers, specialist, and experts to resolve product
related issue. Provides recommendation on enhancing database performance.
- Primary function is to provide break fix troubleshooting upon first contact
of the customer. Issues are not only limited to software functionality but
also to connectivity, setup, administration (software level and operating
system level including database side) and overall process flow. Also provides
support to add-on core components of the software (e.g. email agent,
import agent, workflow agent, batch agent etc.). Answers also inquiries
and provides guidance of the software usage and its functionality to the
customer. Accurately and professionally document all communication with the
customer using Perceptive Software’s Salesforce CRM. Creating and updating
knowledge base articles for Lexmark Enterprise software customer portal.
Xerox Business Solutions
Help Desk Support Analyst
April 2013 - July 2015 (2 years 4 months)
Philippines
Convergys
Technical Support Rep Level 2 – Time Warner Cable
March 2011 - August 2012 (1 year 6 months)
Cebu, Philippines
eTelecare Global Solutions
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Technical Support Specialist – DELL
August 2008 - February 2010 (1 year 7 months)
Philippines, Cebu
Aegis Philippines
Level 3 Technical Support/Senior Customer Service Representative
July 2006 - October 2007 (1 year 4 months)
Philippines
Sykes
Technical Support Representative - PALM
December 2005 - June 2006 (7 months)
Philippines
Bo's Coffee
POS/Network Administrator
August 2002 - September 2004 (2 years 2 months)
Philippines
Principle duties and responsibilities
• Deployment of POS Systems for old and new open store outlets.
• Training and support of Store Manager, Asst. SM, Cashier on POS
Operation.
• Process POS requirements related to POS such as: BIR Permits, Mall
Requirements.
• Maintains outlet systems dial-up connection to the Corporate Head Office
Server.
• Development and implementation of IT related projects/improvements for the
company.
• Maintains inventory management system for computer systems within the
company.
• Setup and maintenance of LAN infrastructure and dial-up connection from
Head office to any store outlets with POS system installed.
• Setup and maintenance of the company’s first ever intranet mail system
using Windows 2K advanced server between store outlets and Head office.
• Designed, Implemented and Maintain a Preventive Maintenance Plan on all
computer equipment that covers the Head office and store outlets.
Education
Center for Industrial Technology and Enterprise
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Diploma, Electronics Technology · (1997 - 2000)
University of San Jose-Recoletos
Secondary School, NA · (1993 - 1997)
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