John Logard B. Torrijos
Address: 314 P. Reynoso St. San Antonio Cavite City, 4100
Mobile Number and Viber: -
Landline: -
Email:-and-Skype: John Logard Torrijos
WORKING EXPERIENCE
Orence Foodhouse
Address: 628 Unit 2 Zacy’s bldg. P. Burgos Ave., Caridad, Cavite City, Philippines
Tel. no.: -
Date: December 2017 up to June 2020
Position: Co-owner
Sutherland Global Services
Address: 12F PhilPlans Corporate Center 1012 North, Triangle Drive, Taguig, 1634 Metro
Manila, Philippines
Tel. no.: - ext. 3600
Date: April 2010 up to December 2017
Account: Broadview Networks
Position: Team Manager
For my 7 years of experience as a team manager I was able to handle 3 different lines of
businesses (Voice Repair, Data Repair and POTS Repair).
1. Coach staff regarding their metrics and sets goals for improvement.
2. Issuing of infractions and disciplinary actions for any infraction or violation that the
staff incurred.
3. Assists staff with any HR concerns.
4. Audits and monitors calls to ensure call quality and guidelines are being met.
5. Floor support.
6. Organize staffing on a weekly basis, tracks over time and staff needed based on the
current workload.
7. Handling escalations from client escalations, residential and business customers.
8. Creates and discuss weekly and monthly Business Reviews.
9. Coordinates with different lines of business in relation to any customer trouble and
process gaps that might arouse.
10. Holds daily operations call with clients to previous performance of the team,
challenges for the day and updates from clients.
11. Interviews possible candidates for my line of business
12. Works with the training team in providing monthly assessments to the team in
order to check their knowledge about the line of business.
13. Weekly calibration calls with internal quality team and clients.
14. Basic troubleshooting and advance troubleshooting of POTS and T1 lines. Includes
usage of switch for POTS and UNIX based program for T1 lines.
-.
Creates and modifies troubleshooting steps.
Cascades updates regarding changes in process that are given by the client.
Cascades outage notifications.
Assists in remote testing the different terminals that the different lines of business
are using.
Date: November 3, 2009 up to April 2010
Account: Broadview Networks Voice Repair
Position: Technical Support Representative
Duties and responsibilities of Voice Repair (TS)
1. Troubleshoot POTS (Plain Old Telephone System) lines and T1 lines for residential
and business customers.
2. Escalates issues Broadview level 2 technicians and Verizon Escalations.
3. Setup technician dispatches from Broadview Networks (CLEC) and Verizon (ILEC)
technicians.
4. Upsell additional products and services that fits customer’s needs.
5. Configuration and settings of supported web browser Internet Explorer 7 and
newer.
6. Configuration and settings of supported email programs (Outlook Express and
Outlook).
Date: November 3, 2008 up to November 3, 2009
Account: UOL
Position: Technical Support Representative
Duties and responsibilities of Dial-Up (TS)
1. Troubleshoot dial-up connection problems.
2. Dial-Up configuration and internet connection setup.
3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win
2000 and Win XP (Pro &Home Editions).
4. Configuration and settings of supported web browser Internet Explorer 5.5 and
newer.
5. Configuration and settings of supported email programs (Outlook Express, Outlook,
and JUNO Mailbox).
6. Configuration, setup, troubleshooting, and education on UOL client software
(JUNO).
West Contact Services Inc.
Address: 24th Floor Exportbank Plaza, Chino Roces Avenue corner Sen. Gil Puyat Avenue,
1200 Makati City, Philippines
Tel. no.:-
Date: January 16, 2006 up to July 24, 2008
Account: Earthlink
Position: Technical Support Representative
Duties and responsibilities of Business Access Technical Support (BATS/NEN)
1. Assisting customers in setting up ADSL, SDSL, IDSL, T1 & Enterprise T1 connections.
2. Assisting customers with updating order information, billing/payment concerns,
disputes, disco/reconnect issues, credit & refund & escalate the said concerns to the
proper department.
3. Updating, creating & escalating of cases/tickets of customers/ISP/Resellers.
4. Troubleshooting diff. types of connections problems & creation of Vendor trouble
ticket if needed (for possible billable dispatch & CPE replacement if needed).
5. Assisting customers on configuring the CPE (customer premise equipment) or
modem to their preference (like port forwarding, host mapping, NAT, DHCP, etc.).
6. Assisting customers on how check for the configuration of the CPE so that they can
connect it to their LAN device and use the internet to their own preference.
7. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win
2000 and Win XP (Pro &Home Editions)).
8. Configuration and settings of supported web browsers (Internet Explorer 5.5 and
newer, Netscape 6.1 and newer).
9. Configuration and settings of supported email programs (Outlook Express, Outlook,
etc.).
Duties and responsibilities of Dial-Up (TS)
1. Troubleshoot dial-up connection problems.
2. Dial-Up configuration and internet connection setup.
3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win
2000 and Win XP (Pro &Home Editions)).
4. Configuration and settings of supported web browsers (Internet Explorer 5.5 and
newer, Netscape 6.1 and newer).
5. Configuration and settings of supported email programs (Outlook Express, Outlook,
and Earthlink Total Access Mailbox).
6. Configuration, setup, troubleshooting, and education on Earthlink client software
(Earthlink Total Access Software).
Duties and responsibilities of DSL (ETV)
1. Troubleshoot DSL high speed connection problems.
2. DSL high speed configuration and internet connection setup.
3. Assist the customers on how to set up the Earthlink True Voice (ETV) phone service
by connecting the Linksys Sipura 2002 and 2100 to their connection, regardless if
the customer has a router or not.
4. Troubleshoot call quality issues for Earthlink True Voice (ETV) like, static, echo,
choppiness, one way audio can’t make/receive any calls, dead air, fast
busy/busy/high-low tone, etc.
5. Troubleshoot feature related issues for Earthlink True Voice (ETV) like, voicemail,
call waiting, call forwarding, do not disturb, can’t retrieve messages, feature does
not work, can’t leave any messages on voice mail, customers getting someone else’s
greeting, etc.
Duties and responsibilities of Cable (TS, CS and IS)
1. Troubleshoot cable high speed connection problems.
2. Cable high speed configuration and internet connection set up.
3. Configuration of supported operating systems (Win 98, Win 98 SE, Win Me, Win
2000, Win XP (Pro &Home Editions), Win Vista and Mac 9.0 and above).
4. Configuration and settings of supported web browsers (Internet Explorer 5.5 and
newer, Netscape 6.1 and newer and Safari).
5. Configuration and settings of supported email programs (Outlook Express, Outlook,
Earthlink Total Access Mailbox, Mac Mail and Entourage).
6. Configuration, setup, troubleshooting, and education on Earthlink client software
(Earthlink Total Access Software).
7. Assisting customers on scheduling of appointment for cable high speed internet
connection to be installed and installation issues.
8. Configuration and set up of Linksys WRT54G router.
9. Troubleshoot internet connection and configuration problem if the customer has a
router/airport within their connection.
10. Assisting and resolving customers if they have any issues with their bill, whether
being billed by Earthlink or Cable provider.
11. Assist the customers on how to set up the Earthlink True Voice (ETV) phone service
by connecting the Linksys Sipura 2002 and 2100 to their connection, regardless if
the customer has a router or not.
12. Troubleshoot call quality issues for Earthlink True Voice (ETV) like, static, echo,
choppiness, one way audio can’t make/receive any calls, dead air, fast
busy/busy/high-low tone, etc.
13. Troubleshoot feature related issues for Earthlink True Voice (ETV) like, voicemail,
call waiting, call forwarding, do not disturb, can’t retrieve messages, feature does
not work, can’t leave any messages on voice mail, customers getting someone else’s
greeting, etc.
Name of company: S.P.I. Technologies
Address: PITC Bldg., Pascor Drive Sto. Niño, Paranaque City 1700, Philippines
Tel. no.:-
Date: July 21, 2003 up to January 13, 2006
Department: S.P.I. Publisher Services
Position: Document Analyst / Pre-Editor
ACADEMIC COMPETENCIES
San Sebastian College-Recoletos - Cavite City
Bachelor of Science in Business Administration major in Management-
Lakan Dula High School - Tondo, Manila, Philippines-
Jesus Good Shepherd School - Palico, Imus, Cavite, Philippines-
Cavite Christian School - Aniban, Bacoor, Cavite, Philippines-
SEMINARS ATTENDED
LEAD Training
Sutherland Global Services
January 10, 2011
PATH (Leadership Training)
West Contact Services
June 9-13, 2008
San Sebastian Management Convention
San Sebastian College-Recoletos Cavite City, Philippines
SSCR College Auditorium on January of 2001
Global Competitiveness
San Sebastian College-Recoletos Cavite City, Philippines
SSCR College Auditorium on September of 1998
ON THE JOB TRAINING
Bank of the Philippine Islands (B.P.I.)
Panapaan, Bacoor, Cavite, Philippines
May-April of 2000
SPECIAL SKILLS
• Typing and computer skills (MS Word, Office, Power Point, Excel, and Paint)
• Communication skills (Tagalog and English)
• Know how to use the internet and e-mails
• Know how install pc programs and troubleshoot PC problems
REFERENCES
Gauvain Dayrit
Sutherland Global Services
12th Floor Philplans Corporate Center 1012 North Triangle Drive, Taguig City, Metro
Manila, Philippines
Account Manager
Mobile: -
Email:-John Peter Ng
Concentrix
Uptown Mall - BGC Mall, 36th St, Taguig City, Metro Manila, Philippines
Team Captain
Mobile: -
Email:-Mark Vincent Urubio
Refinitiv
CSE Eikon Tech
6th Floor 2-3 World Square Building, No. 22 1634, Upper Mckinley Rd., Taguig City, Metro
Manila, Philippines
Mobile: -
