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Frontline troubleshooting & guidance: Authenticated accounts and diagnosed console, accessory, and software issues (connectivity, updates, controller pairing), walking customers through clear, step-by-step fixes.
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Repairs, orders & documentation: Created tickets/RMAs, verified warranty, scheduled repairs, issued shipping labels, placed/reviewed orders, and maintained thorough CRM notes per knowledge-base workflows.
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Service quality & professionalism: Met KPIs (AHT, FCR, CSAT) through patient de-escalation, accurate policy-aligned resolutions, and friendly, branded communication.
Obsessed with Cyber Security & Home labs
Hello World! My name is Cross Tutubalin, and I love Cyber Security!! If you want some proof, please take a look at some of my past projects and what I am currently working on!