John Rannie Fernandez

JOHN RANNIE B. FERNANDEZ 11B ORCHID ST. HOBART VILLAGE 2, BRGY. UGONG VALENZUELA Mobile phone number:- Email address:- QUALIFICATIONS Dedicated IT professional with over 15 years of experience in technical support, service desk operations, and system administration. Proven expertise in managing Microsoft 365 environments, troubleshooting complex technical issues, and optimizing IT processes to improve efficiency. Adept at delivering excellent customer service, streamlining workflows, and collaborating with cross-functional teams to meet business objectives. Committed to leveraging technical skills and leadership abilities to drive organizational success. Core Competencies Microsoft 365 Administration (SharePoint, Teams, Exchange, OneDrive) Cloud Computing (Microsoft Azure, Google Cloud) Technical Support & Troubleshooting End-User Device Management (Desktops, Laptops, Mobile Devices) System Upgrades & Migrations Ticketing Systems & Incident Management Training and Knowledge Base Development Team Collaboration and Cross-Functional Coordination PROFESSIONAL EXPERIENCE: Infosys BPM April 29, 2024 – January 1, 2025 Technical Support Engineer (Microsoft Concierge) Provided remote technical assistance to Office 365 customers (small businesses with less than 150 licenses) via telephone, written correspondence, and remote desktop support sessions. Assisted administrators with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance. Demonstrated experience in handling technically complex issues and politically sensitive situations. Assisted Office 365 customers with configuration and ongoing support of the Office 365 cloud suite of applications. Responded to and worked requests for service and incidents in the company ticketing system through completion. Installed, configured, and supported Office 365 applications on various platforms. Provided phone and remote troubleshooting support, ensuring quick and effective resolution of customer issues. Communicated the customer perspective clearly while collaborating with internal departments. Managed customer relationships efficiently while accurately documenting case details and outcomes. Ensured accurate and timely resolution for assigned issues. Administered applications within the Office 365 suite, ensuring optimal performance and compliance. Wipro Limited November 23, 2021 – March 15, 2024 IT Analyst • Providing technical assistance and troubleshooting support to end-users via phone, email, or in-person. • Installing, configuring, and maintaining end-user computing devices such as desktops, laptops, tablets, and smartphones. • Setting up and configuring software applications, including operating systems, productivity suites, and specialized software used within the organization. • Assisting end-users with account management, password resets, and access control requests. • Conducted system upgrades and migrations to ensure that end-user computing environments are up-to-date and secure. • Monitoring and responding to end-user requests and incidents through a ticketing system, ensuring timely resolution and escalation when necessary. • Providing training and educational materials to end-users on best practices for using technology and optimizing their productivity. • Collaborated with other IT teams, such as network support and security, to address complex technical issues and implement solutions. • Maintained documentation of end-user computing systems, configurations, and troubleshooting procedures for reference and training purposes. • Participated in IT projects related to end-user computing, such as hardware refreshes, software deployments, and technology rollouts. Quess Philippine Corp May 24, 2021 – November 23, 2021 Mobility Administrator Management of IT Mobility Technologies. Responsible for the security of mobility software, system and devices. Responsible for Mobility System such as workspace one. Device provisioning Asset Management Stefanini Philippines August 2, 2018 – December 13, 2020 Service Desk Analyst Oversaw daily performance of computer systems. Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees. Answered user inquiries regarding computer software or hardware operation to resolve problems. Maintained detailed records of daily support activities and resolutions. Worked effectively with diverse team to accomplish daily objectives and meet long-term goals. Perform related works as assigned on various technologies listed: Genpact LLC April 2012 – March 2018 Helpdesk Analyst Responded promptly to all incidents and requests after effectively analysis and documentation. Managed workstation functionality through proper setup, configuration, and testing. Addressed and resolved routine user issues. Performed troubleshooting and diagnosis for issues related to software and peripheral equipment. Maintained detailed records of daily support activities and resolutions. Answered user inquiries regarding computer software or hardware operation to resolve problems. Helped users via telephone to diagnose and triage problems. EXL Service Philippines, Inc November 2011- February 2012 Customer Service Representative (CSR) Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Diagnosed and resolved technical hardware and software issues. Boosted revenue by upselling and cross-selling value-added products and services to callers. Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements. Met performance targets by guiding calls with excellent communication skills and decisive approach. Answered user inquiries regarding computer software or hardware operation to resolve problems. Stream Global Services September 2008 – October 2011 DELL Technical Support Guided users through systematic solutions following pre-determined scripts and technical troubleshooting procedures. Diagnosed and resolved technical hardware and software issues. Boosted revenue by upselling and cross-selling value-added products and services to callers. Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements. Met performance targets by guiding calls with excellent communication skills and decisive approach. Answered user inquiries regarding computer software or hardware operation to resolve problems. Advance Contact Solutions August 2007- February 2008 Customer Service Representative Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions. Investigated and resolved customer concerns related to order inquiries and delivery tracking. Maximized satisfaction by anticipating needs and consistently offering expert support. Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions. Avoided revenue losses with diligent attention to customers’ needs and complaints. CHARACTER REFERENCE: Available upon request I hereby certify that the above statements are true and correct based from my knowledge. JOHN RANNIE FERNANDEZ