Simon Ed Lusan

Simon Ed T. Lusan 003 Prk. 6-A Merville Subd. Magdum, Tagum City Contact No- E-Mail Address:-Upwork Profile: https://www.upwork.com/freelancers/simonedlusan I worked in the customer support industry for 14 years. I started as a Technical Support Representative back in 2009. Got promoted to Subject Matter Expert within a year. I then moved to Quality Assurance to develop diversity in my skill set. I then started working remotely through Upwork in 2015 and worked mainly as a Technical Support Representative. I have a well-rounded skill set fine-tuned for technical and customer service environments. I am quick to learn, self-motivated, and constantly strive for improvement. I have excellent problem-solving skills and work well under pressure. EDUCATION BACKGROUND: Tertiary: Secondary: Elementary: Bachelor of Science in Information Technology University of Mindanao Tagum College Visayan Village, Tagum City S.Y- Bachelor of Science in Information Technology University of Southeastern Philippines Inigo St. Bo. Obrero, Davao City S.Y- Tagum National High School Mangga Visayan Village, Tagum City S.Y- Saint Mary’s College National Highway, Tagum City S.Y- WORK EXPERIENCE: Outsourced Freelancer Sept 2015 to Aug 2023 Upwork.com - Online ● Previously provided technical support to customers using the Outlook for Android mobile app. ● I also worked as technical support for NCH Software where we handled more than 15 different software. Part of our task was to file and manage bug reports and serve as a mediator between the user and developer. App Quality Tester Sept 2015 to Dec 2018 Upwork.com - Online ● I created Scenario Mapping and Flowchart for the app. The Scenario Mapping details what happens when a user taps on a button/link, where it goes, and if there are errors. ● I tested the functionalities and reviewed the user interface on both Android and iOS platforms. Since the app is available on both Android and iOS, I made sure that the same functionalities and features work on either platform. ● One of my tasks is to gather email and social media details into the database of the program for testing. Excel VBA Specialist July 2015 to Aug 2017 Upwork.com - Online ● I was hired to create and manage spreadsheet reporting files using MS Excel Visual Basic. ● I’m also the one entering the sales and inventory data in the spreadsheet files. Quality Assurance Specialist May 2013 to May 2015 Concentrix – Damosa IT Park, Lanang Bajada, Davao City ● Review and rate the quality of the transactions (calls, emails, chat) of call center agents. ● Generate, analyze, and present data reports pertaining to quality. Senior Technical Support Representative Oct 2010 to May 2013 Concentrix – Damosa IT Park, Lanang Bajada, Davao City ● Lend assistance to TSRs on the production floor. ● Take escalations to handle difficult customers or advanced troubleshooting. Technical Support Representative Nov 2009 to Oct 2010 Concentrix – Damosa IT Park, Lanang Bajada, Davao City ● Provide technical support over the phone to customers needing assistance with their NETGEAR (network/office) devices. SEMINARS ATTENDED Coachcentrix CXI Building, Damosa IT Park Lanang Bajada, Davao City January 27-30, 2015 Leadership Advancement and Enhancement Program CXI Building, Damosa IT Park Lanang Bajada, Davao City September 15-19, 2010 ACHIEVEMENTS: Annual Perfect Attendance (2012, 2014, and 2015) Metriculon Awardee (2010 and 2012) SKILLS: Office Applications – MS Word, Excel, PowerPoint, Outlook Multimedia Tools – Adobe Photoshop, Illustrator, Premiere Knowledgeable with office and networking devices Programming – Java, Visual Basic, PHP Remote Access Tools - Team Viewer, Remote Desktop CRM - Helpshift, Microsoft RAVE, Brisk Support PERSONAL INFORMATION: Date of Birth Place of Birth Civil Status Nationality : : : : October 11, 1988 Tagum City Married Filipino I hereby certify that the above-mentioned statements and information are true and will answer any questions to the best of my knowledge and belief. SIMON ED T. LUSAN Applicant