JOSHUA CUSIPAG

I am a graduate of a Bachelor's degree in Computer Science. I earned some Post Graduate units in Information and Technology. After I earned my Bachelor's degree, I became a teacher for both Preschool to High school in day time and a College Professor in the evening at a Computer College school. I taught preschool and Grades 1 to 3 students on how to basically use the computer by providing them written lessons and hands on experience in navigating the computer. I educated Grade 4 to 6 students in using Microsoft Word, Excel and PowerPoint by also providing them written lessons and hands on experience in using the different MS Office Applications. In those years, I also introduced Basic Pascal Programming to Grade 7 students, Basic Fox-pro programming to Grade 8, Basic Adobe Photoshop to Junior and HTML Programming to Senior High. One of my accomplishments in working as a teacher is, I was able to create and develop a Database Grading System which helped all the members of the faculty solve grades quickly and rank each student automatically according to criteria.

Later on, I decided to move my cheese and became a support professional for almost 10 years, I work as a Back End Support Professional for America On Line or AOL. I spent most of my years working with AOL in the Community Action Team department in which my job responsibilities includes reviewing reported chat or instant message conversations and emails with violation as per AOL's terms of service from members. Apart from being a back end support, I also performed the duties of a data analyst in which I generate statistical reports for both individual agent and team performance. I was also appointed to be the Point of Contact person of the department where in I act as a team leader who designates schedules of functions to agents, process executive escalation reports, attend daily or weekly video/voice conference call with the AOL CAT Program Managers and submit daily, weekly and monthly statistical performance report to CAT Operations Manager. My achievements in working with AOL CAT for the past 10 years apart from receiving Outstanding Attendance Awards and being one of the Top Performing Agents of the department is I was able to create a tool that extracts raw data from the software being used by the agents. This extraction tool collects agents productivity information which is converted into statistical data to measure their performance.