Startek Makati
IT Support Engineer (Tier 2 Technical Support)
Makati Manila Philippines
(October 10, 2017 – December 22, 2018)
 Accounts Handled:
A. Xfinity Mobile
Roles & Responsibilities:
 Produce and assist customers in the production and update of their
order status.
 Assist customers on the online issue of their Mobile account by
performing advance troubleshooting. Tools Used: Zendesk , Catalyst &
Customer Timeline
 Identify the billing query using Catalyst.
 Manage online account of customers using the provided tools.
 Escalate the issue to the higher department (Tier 3) if required in the
most efficient manner possible.
 Provide Efficient and smooth assistance in day to day operation of
over-all Xfinity Mobile clients and customers.
B. IES (Internet Essentials Service) by Comcast Services
Roles & Responsibilities:
 Perform advance troubleshooting by diagnosing the root cause of the
customers/clients’ concern.
Sample Troubleshooting: Reboot device, De provision Device, Account
Refresh, and Biller Refresh.
Tools Used: Xray, ACSR, Baccgui , ESD, Quickstrike, Splunk, Remedy and
Pop Xcal.

Divestment & General Clerk
Makati Manila Philippines
(August 7, 2016 – February 20, 2017)
Roles & Responsibilities:
 Help with the company’s website improvement and development.
 Organize, store and process both digital and paper information of all
the company’s documentations