Rusnoyell Calangi

About the Candidate

Professional Summary
Dedicated and customer-focused Technical Support Representative with 9 years of experience delivering high-quality troubleshooting, technical assistance, and customer service across diverse hardware, software, and network environments. Proven ability to analyze issues, resolve complex technical problems, and communicate solutions clearly to both technical and non-technical users. Recognized for strong problem-solving abilities, efficiency in high-volume support environments, and commitment to enhancing customer satisfaction and team performance.

Core Competencies
Technical Troubleshooting
Customer Service & Communication
Windows / macOS
Software & Application Support
Network Connectivity & Configuration
Ticketing Systems (ServiceNow and JIRA)
Remote Support Tools (TeamViewer, LogMeIn, Teams, Bomgar)
Knowledge Base Documentation
Escalation Management
SLA Adherence & Performance Metrics
ITIL Best Practices

Professional Experience
Senior Technical Support Representative
Cognizant Technology Solutions INC. | Taguig City
Dates (2016-Present)

Provide Tier 1–2 technical support for end users, troubleshooting issues related to hardware, software, account access, and network connectivity.
Guide users through step-by-step solutions via phone, email, live chat, and remote assistance tools.
Diagnose and resolved issues involving system performance problems, driver conflicts, and application failures.
Collaborate with Tier 2 and engineering teams on escalated cases requiring advanced analysis.
Document solutions and contribute to internal knowledge bases to improve team efficiency and reduce repeat incidents.
Identify recurring technical issues and recommended long-term fixes to reduce ticket volume.
Generate daily aging reports and weekly handover reports