# Nicholas Quilantang

> Software Reliability Engineer

Location: San Jose, California, United States
Profile: https://flows.cv/nicholasquilantang

Technical Support Engineer working with cloud applications for the past 11 years working on resolving client reported issues.  This would involve reviewing application logs and database information.  Worked closely with development teams to identify potential bugs in the application.

## Work Experience
### Software Reliability Engineer @ 6 River Systems, Part of Ocado Group
Jan 2022 – Present
Responsible for researching and resolving customer reported issues.  This includes reviewing available logs and searching the database to determine what occurred then determining best course of action to get the client working again.  Provided details for escalations to development teams to determine if issues are bugs or not.

Also performed some change management duties such has software upgrades and configuration changes.

### Sr Manager Technical Support @ LiveVox
Jan 2021 – Jan 2022 | San Francisco Bay Area

### Problem Resolution Management @ LiveVox
Jan 2021 – Jan 2021 | San Francisco Bay Area
Responsible for working with multiple teams to improve product reliability.  Work with Support and Executive Leadership teams to improve knowledge base for a better customer experience.  This is a new function within the company.  All processes were designed from the ground up.

### Senior Technical Support Manager @ LiveVox
Jan 2015 – Jan 2021 | San Francisco Bay Area
Managed team of 9 across 3 countries.  Reviewed current processes for efficiency and also created processes based on new needs.  Oversaw the Technical Support side of the transition to a Customer Care model.  The transition included moving from a 2 ticket system to a 1 ticket system.  Performed some of the same duties as Technical Support Engineer Tier II.

### Techincal Support Engineer Tier II @ LiveVox
Jan 2014 – Jan 2015 | San Francisco Bay Area
Escalation resource for issues not able to be resolved by Tier 1 representative.  Responsibilities included reviewing Java application logs, review Java code, confirm settings via Database queries, and review server logs.  Escalate and work with developers to identify potential bugs.  For critical issues, be the main point of contact between multiple teams while working toward resolution.

### Customer Support - Tier 1 @ LiveVox
Jan 2013 – Jan 2014 | San Francisco Bay Area
Tier 1 Support for all client issues.  Research and resolve each issue using the tools and documentation available.  If unable to resolve then engage Tier 2 resources to assist.

### Customer Service Representative @ Comcast
Jan 2007 – Jan 2012
	Graduate of Comcast Emerging Leaders Program, a managerial program focusing on effective communication and collaboration
	Created documents to assist team members with identifying and resolving different phone service scenarios
	Helped agents returning from an extended leave of absence get prepared to return their job duties and provide any peer-to-peer training as needed.
	Assisted customers with technical support over the phone for video/internet/phone services including isolating and resolving service issues, escalating issues to proper departments when needed and scheduling service calls
	Expert knowledge of Remedy and CSG Advanced Customer Service Representative programs

### Pre-Loader @ UPS
Jan 2006 – Jan 2007
	Prepare packages for assigned destination via sorting and labeling
	Assisted with training of new employees
	Served on the Employee Relations Committee assisting with getting new hires accustomed to early hours and to coordinate events to help improve morale

### Electronics Sales Associate @ Sears, Roebuck and Co.
Jan 2005 – Jan 2006
	Assisted customers with the purchase of various products sold at the store which includes answering questions, setting up delivery and returns/exchanges.
	Restock the floor with new and current items
	Assisted with the training of new employees once they are on the sales floor

### Lead Lab Consultant @ University of California, Riverside
Jan 2002 – Jan 2005 | Riverside, CA
	Assisted students with the usage of applications, such as Microsoft Office, software and hardware maintenance and supervision of lab consultants
	Troubleshooting and isolating computer workstation problems, collaborate with local support, server administrators and other university offices/departments, and communicate the status of problems regularly
	Duties included support of telecommuting, install and configuration of standard applications, coordination of repair/updates of hardware and software


## Education
### Bachelor of Science (BS) in Computer Engineering
University of California, Riverside

### Bachelor of Science (B.S.) in Information Systems
National University


## Contact & Social
- LinkedIn: https://linkedin.com/in/nicholas-quilantang-18606b59

---
Source: https://flows.cv/nicholasquilantang
JSON Resume: https://flows.cv/nicholasquilantang/resume.json
Last updated: 2026-04-10