JERUSALEM TANILON
Sitio Idiang, Quiot, Cebu City, Philippines
Contact number: -
Email-Skype:-Linkedin: www.linkedin.com/in/jerusalem-tanilon
Personal Data
Age
: 34 yrs. old
Sex
: Male
Status
: Married
Religion
: Roman Catholic
Citizenship
: Filipino
Languages
: English and Filipino
Work Experience
Data Entry Operator, ACS of the Philippines (July 2007 - Nov. 2009)
-
I encode data from insurance forms of different insurance providers in the
United States like Medicare, Blue Cross, Blue Shield, etc.
-
I analyze and make sure that data gathered are accurate and does not
contain errors..
Technical Support Representative and Eshop Specialist, 1&1 Internet Philippines Inc.
(Nov. 2009 - Sep. 2013)
-
Provide support to 1&1 customers through Phone/Email with their
Technical issues of their webhosting products.
-
Assist/Guide customer how to setup FTP, setup their email accounts either
POP/IMAP/EXCHANGE in email clients like Outlook , Macmail or mobile
devices.
-
Assist/Guide customer how to setup their DNS, create email accounts and
other features in their Control Panel.
-
Provide information to customers regarding their questions about domains,
hosting features , DNS configuration, Email Marketing, Search Engine
Optimization etc.
-
Provide basic support about scripting and CMS applications like Wordpress,
Joomla, etc.
-
Assist my colleagues about Eshop issues including initial setup, shipping
configuration, design configuration, payment methods configuration etc.
2nd Level Technical Support , 1&1 Internet Philippines Inc. (Sep. 2013 - Aug. 2018)
-
Assist 1st level agents with their Technical issues on their phone/email
support.
-
Analyze escalated cases from 1st level support to be forwarded to 3rd level
admin support.
-
Making sure that 1st level agents will hit the team’s target and KPIs.
-
Do coaching regularly to 1st level agents to correct any mistake made and
encourage them to hit their targets.
-
Provide recommendations/suggestions to Managers for processes that
would help the operations more productive and quality driven.
-
Making sure that 1st level agents are up to date with the recent product
changes/launch and new process changes.
Customer Care Specialist, Vodien Internet Solutions Pte. Ltd. (Aug. 2018 - June 2019)
-
Assist through Phone, Email/ticket and chats with customer’s technical and
billing issues.
-
Assist/Guide customers on how to edit DNS, add email accounts, create
filters(spam assasin, global email filters), create forwarders, generate
backup through jetbackup, access hosting space via FileManager and any
other issues they have in their Cpanel.
-
Provide extensive information regarding customer’s billing issues with their
account including domain renewal, hosting renewal, add-on renewal,
invoice issues, pricing complaints, invoice complaints, refunds etc.
-
Process changing of billing cycle of plans/add-ons, revising invoice,
downgrading/upgrading of plans, renewing domains etc.
System Administrator, Dreamscape Networks, Inc. (June 2019 – June 2021)
-
-
-
Supports tier 1 ticket escalations.
Caters more than 10 web hosting brands that were acquired by the
company.
Resolves CMS website issues like Wordpress, Joomla, Magento, Drupal, and
others
Sorts out email issues that tier 1 support are unable to handle.
Processes internal tickets that are concerning server monitoring, copyright
infringement, script spamming and malware abuse.
Investigates and suspends phishing/fraudulent/malware distribution
websites.
Notifies and educates clients on the proper use of hosting and TOS.
Requests blacklist delist from SPAM databases on the customer’s behalf.
Monitors websites’ and server status using the Zabbix tool.
Assesses website and email migrations and make sure log in details and
server requirements are met as part of the pre-migration sequence.
Provisions products that are related to the migration process.
Migrates websites and emails from external and internal sources (both from
a shared-server and VPS environment).
Facilitates product upgrades and sidegrades that require migration (e.g
plans from shared-server to VPS and vice versa or from shared-server to
shared server).
Uses IMAPSYNC, RSYNC, and LFTP scripts when performing migrations.
Troubleshoots websites and emails to make sure they are working as part of
the post-migration process.
Uses puTTY and SSH Linux commands as a main tool in troubleshooting.
Delists greylisted/blacklisted IP from BitNinja and ConfigServer firewall
(CSF), Mod_Security.
Troubleshoots advanced website and email issues using weblogs and email
logs.
Customer Care Representative, Chemicloud [Remote] (June 2021 - Present)
-
Assist through Email/ticket and chats with customer’s technical and billing
issues.
-
Assist/Guide customers on how to edit DNS, add email accounts, create
filters(spam assasin, global email filters), create forwarders, generate
backup through jetbackup, access hosting space via FileManager and any
other issues they have in their Cpanel.
-
Provide extensive information regarding customer’s billing issues with their
account including domain renewal, hosting renewal, add-on renewal,
invoice issues, pricing complaints, invoice complaints, refunds etc.
-
Process changing of billing cycle of plans/add-ons, revising invoice,
downgrading/upgrading of plans, renewing domains etc.
Computer Skills
-
Programming Languages
Basic Knowledge on C, JAVA, V.B NET, HTML, ORACLE 10G, PHOTOSHOP,
PHP, MYSQL, MSSQL, ASP/ASP.NET.
Extensive Knowledge on SSH commands via putty for root servers/shared
servers.
-
Applications Software
Cpanel, Zendesk, WHMCS, WHM, SSH scripts(putty), MS Office, ADOBE
MACROMEDIA products., Net Object Fusion, Visual Studio, FTP clients,
Email softwares(Office365, Google Gsuites, Outlook, Macmail, Mobile mail
apps
-
Operating System
CloudLinux, CENTOS, Debian OS, Windows shared/root server,
VPS/Dedicated servers, LINUX shared hosting servers, Windows 7,
Windows 10, Plesk.
-
Domain/Subdomains
Extensive knowledge about domains/subdomains about it’s structure and
how it works including renewal, registration, common domain registration
errors etc.
-
Domain Name System (DNS)
Extensive knowledge on how DNS works(Nameservers, A, MX, CNAME,
TXT, SPF, DKIM records), CloudFlare setup.
-
CMS Installations and troubleshooting
Extensive knowledge on Wordpress, Joomla, Drupal, Moodle,
OSCommerce, Woocommerce, Magento.
-
Can type with accuracy atleast 70-85 words per minute.
Achievements
-
Top Quality Agent of the Year 2011, 1&1 Internet Philippines Inc.
Excellence Awardee - 2nd Quarter 2019, Dreamscape Networks, Inc.
-
Primary
Pardo Extension Elementary School
Education
1995 - 2001
-
Secondary
University of San Jose Recoletos, Basak Campus-
-
Tertiary
Bachelors of Science in Information Technology-
University of San Jose Recoletos, Basak Campus