Larry M. Gentapanan
54 Pinatubo St. Mandaluyong City
Mobile: +639164068267
Email:
Education
BS Computer Science
May 3, 2004
AMA Computer College
Iloilo City, Philippines
Experience
Technical Support Representative (Apple Care Technical Support)
Apple Account Security Advisor
Concentrix Philippines
Mandaluyong, City Philippines
July 2013 till Present
Job Summary: Reporting to Manager, handling phone support of all Apple Brand computers and Apple software from desktop to laptop, Airport Time Capsule and other Apple wireless devices. Troubleshooting and resolving issue over the phone and provide world-class customer service.
Job Details:
· Handle phone support of Apple products for Asia Pacific customers (Australia, New Zealand, Singapore, Hong Kong and other Asia Pacific neighboring country).
· Troubleshooting all Apple brand computers and resolving issue over the phone.
· Handling and troubleshooting issue with Airport Base Stations. Reset to factory settings of Apple Base Station if necessary to resolve the issue.
· If found out that it’s a hardware issue help customer set and book an appointment to an Apple Retail Store.
· Handle support for Apple software from 10.6 (Snow Leopard), 10.7 (Lion), 10.8 (Mountain Lion) and 10.9 (Mavericks) Operating System.
· Help and guide customer doing step-by-step installation of Operating System over the phone.
· Support all Apple software that comes along with Operating System such as iMovie, iPhoto, Garage Band even software that is purchase from Apple Store such as Pages, Numbers and Keynote. Setting up and troubleshooting Mail application for customers.
· Initiate remote access if necessary to resolve the issue.
· Apple Account Security Advisor.
· Handle Customer that needs to reset Apple ID password or renaming Apple ID username.
· Using Apple Support tool to reset Account Details (verification required).
· Handling refund for customer who accidentally or change mind in purchasing iCloud storage.
· Always conducting trainings and seminars to keep updated.
Sales Executive (Sony VAIO Specialist)
Sony VAIO Section in-charge.
Jumbo Electronics Co. Ltd. LLC
Dubai, UAE
April 4 2010 – April 4 2013
Job Summary: Reporting to the Sales Manager, handling first level support aside from selling various brands of Laptops and computer accessories, and providing excellent customer service. Handling sales promoters and merchandiser to help improve their sales.
Job Details:
· Handle Sony VAIO products from laptops, Desktops, Tablets, batteries, charger, docking station and all Sony VAIO Accessories.
· Handle all kinds of laptop like Toshiba, Dell, Acer, Samsung, HP, Asus, Lenovo, Fujitsu, Packard Bell, Compaq, and Apple brands. Selling Software like Windows 7 Operating System, Anti-Virus, accessories and all IT Products such as keyboard, mouse, headset, speakers, routers, hard drives, and accessories.
· Troubleshoot computers whenever necessary before escalating to the service department.
· Provide assistance in the setup and configuration of laptop purchased by the customer.
· Educate customers on how to properly use their PC or laptop.
· Attending seminars and training to keep updated on the products and store policies.
Technical Representative (Inbound Call Center)
OSRP LLC - subsidiary of PC Mall
Mandaluyong City Philippines
June 15 2008 – November 20, 2008
Job summary: Reporting to the Team Leader, my role includes providing phone support for customers towards their purchased product.
Job details:
· Perform report and follow up hardware and software maintenance duties to external support to the clients as per Company Agreement.
· Perform basic troubleshooting of the product for warranty claims, returns, replacements, refunds and other issues.
· Liaise with IT department for 2nd level support
· Inbound and Outbound Sales. Selling Apple or Macintosh products such as Macbook, Macbook Air Macbook Pro, Imac, Mac mini, Mac Pro, Mac Operating System and other Macintosh Gadgets; and selling Windows solutions and products such as Windows Operating System, computer parts like hard drives, flash drive, memory cards, video cards, soundcards, and other computer peripherals.
· Process sales orders through Credit Card and Electronic Fund Transfer.
· Handle correspondence to the customers and the department.
Sales Associate (Call Center Agent)
Influent Philippines Inc.
November 29, 2005 – June 20, 2008
8F Robinsons Equitable Tower 4 ADB Avenue, Ortigas Center Pasig City 1605 Philippines
Job Summary: Reporting to the supervisor, I handled different kind of account such as Identity Protection Plan and other credit card services for HSBC customers.
Achievement: Top Seller of the Company.
Job details:
· Outbound sales. Selling Enhancement Programs for customers of HSBC credit cards.
· Prepare sales pitch and plan sales strategy and presentation.
· Mentor new agents on product knowledge, best practices and office policies and procedures.
· Coach and assist new agents in their presentation and in processing sales.
· Cross-sell other products and offer upgrade of services to the customer if necessary.
· Offer and recommend to the customers the right product to enhance their credit cards and to protect them against theft and other fraudulent acts.
Office Assistant
June 2004- September 2005
New Hope Mission Academy
Iloilo, Philippines
Job details:
§ Taking care of the day- to-day support and troubleshooting of all software and equipment (routers, layer to switches, desktops, laptops, and printers)
§ Carried out daily data backup routines.
§ Desktop users support
§ Handle the installation, repair and maintenance of Windows computers, including applications and antivirus software.
Online Training
· Microsoft Retail Accreditation program for Windows 8 operating system
October 23, 2012
· Microsoft Retail Accreditation program for Microsoft Office 2013
December 20, 2012
Trainings Attended
Apple Care Training, Concentrix Philippines. Mandaluyong City.
July 2013
Basic Computer Hardware. OSRP LLC a subsidiary of PC Mall. Mandaluyong City Philippines. August 2008.
Selling Macbook Family. OSRP LLC a subsidiary of PC Mall. Mandaluyong City Philippines. August 2008.
Apple Sales Training. OSRP LLC a subsidiary of PC Mall. Mandaluyong City Philippines. August 2008.
Communication Skills. Influent Philippines Inc. Pasig City Philippines. Dec. 2007.
Customer Service and Call Handling Skills. Influent Philippines Inc. Pasig City Philippines. Dec. 2007.
American Culture and Geography. Influent Philippines Inc. Pasig City Philippines. Dec. 2007.
Effective Communication and Call Handling Skills. Influent Philippines Inc. Pasig City Philippines. Dec. 2007.