John Ralf Castro

WORK EXPERIENCE Desktop Support Associate Technician TTEC (August 2021 - October 2024) Software Installation and Updates: Install, configure, and update operating systems and software applications on desktops and laptops, ensuring that all systems are secure and up-to-date. User Support and Training: Provide technical assistance to end-users via phone, chat, and email, guiding them through common issues and offering training on new software or tools. Account Management: Managed and safeguarded user and admin accounts, ensuring compliance with security protocols. Provided technical support to employees, helping to protect sensitive data while maintaining efficient access to resources JOHN RALF CASTRO linkedin.com/in/john-ralf-castro-- Purok 3 Brgy. Pintong Bukawe San Mateo, Rizal, Philippines 1850 RELEVANT SKILLS Multichannel Support (Phone, Chat, Email) Technical Troubleshooting (Level 1 Support) Software Installation & Configuration Microsoft 365 Administration Ticketing Systems (e.g., ServiceNow) Remote Desktop Support Tools (e.g., TeamViewer, AnyDesk) Calendar & Email Management Travel & Meeting Coordination Report Preparation & Data Entry Confidential Information Handling Time & Task Management Document & File Organization Social Media Management (Facebook, Instagram, TikTok) Basic Graphic Design (Canva or similar tools) Branding & Online Engagement Strategy Data Entry Drop shipping Product Listing EDUCATION HISTORY Bachelor of Science in Railway Engineering and Management Polytechnic University of the Philippines -) EXECUTIVE ASSISTANT AND SOCIAL MEDIA MANAGER INTO TRAVELS AND TOURS (February 2022 - February 2024) Executive Assistance: Provided high-level administrative support to business owners and executives, including calendar management, email handling, travel coordination, and meeting preparation. Ensured day-to-day operations ran smoothly by anticipating needs and managing priorities. Social Media Management: Planned, created, and scheduled engaging content across platforms including Facebook, Instagram, and Tiktok. Managed brand voice and visual identity, increased audience engagement, and monitored performance using analytics tools to inform strategy. Client Communication & Project Coordination: Acted as the main point of contact for internal and external stakeholders. Coordinated projects, tracked progress, and followed up on deadlines, ensuring efficient task execution and clear communication across teams. B2B Admin Support; Subject Matter Expert (SME) SYKES ASIA (November 2019 - October 2020) Admin Communication: Serve as the primary point of contact for business admins, addressing inquiries and providing updates on services and projects. Data Management: Maintain and update client databases, ensuring accurate records of interactions, transactions, and agreements. Invoice Processing: Support the billing process by preparing and sending invoices, tracking payments, and addressing any discrepancies with clients. CSR, TSR, Sales, and Retentions; Subject Matter Expert (SME) ALORICA (January 2018 - November 2019) Customer Service: Provide excellent service by addressing customer inquiries, resolving issues, and ensuring a positive experience. Technical Support: Assist customers with technical issues related to products or services, offering troubleshooting guidance and solutions. Sales: Identify customer needs and promote relevant products or services, achieving sales targets while enhancing customer satisfaction. Retentions: Engage with customers at risk of leaving, understanding their concerns, and offering solutions or incentives to retain their business.