blk. 4 lot 37 Lessandra
John Peter J. Arroyo Miramonte Brgy. Pit-os, Cebu
April 11 1983 | Bacolod City
5'10" | 290lbs | Married
"Persistence guarantees that results are
inevitable"
EXPERIENCE:
TechnoShop Philippines,
Bacolod — PC Technician-OJT
(April-June 2004)- 250hrs Hands-ON
Training.
CallTek Center Int'l Inc., Cebu
— Technical Support Engineer
Dec 2005 – July 2017
Content Poster ,Online
— Word Press Content Poster
July 2017-- Present
City Cebu- |--Objective: Dedicated and highly
trainable candidate with excellent
customer service. Utilizing conflict
resolutions thru all means available.
Insatiable & have a positive mind set in
all opportunities.
EDUCATION:
Education & Training Center
School II
S.Y. 1990 - S.Y. 1995
West Negros
University,(formerly WNC)
S.Y.1996 - S.Y. 2000
University of St. La Salle
S.Y. 2000 - S.Y. 2005
B.S. Computer Engineering
Workshop and Seminar:
Intelligent Heart - EQ at Work
Seminar
Given by: CallTek Center Int'lInc in
cooperation with Spark!Konzulting
(January5th 2009)
Network Administration Training
Given byTESDA-IECEP TrainingCenter
(July 8 2008)
LANGUAGES / DIALECTS
Filipino , English,Tagalog, Cebuano,
Hiligaynon
PC Tech (OJT) - Responsibilities
Content Posting (for Wordpress and
o Setting up hardware (PC, CPUs, Network Switches, APs, Server)
alike):
o install OS(windows and Linux)
o Posting blog entries
o Install software, programs, printers, peripherals (e.g. video cards, sound cards,
o Managing posts
processor, motherboards, etc.)
o Updating Plug-in
o troubleshoot and configure software and programs
o add/install plug-in needed
o update hardware, firmware and drivers
o Maintain and repair technological equipment (e.g. routers) or peripheral devices
o Install well-functioning LAN/WAN and other networks and manage
components (servers, IPs etc.)
o Manage security options and software in computers and networks to maintain
privacy and protection from attacks
o Perform regular upgrades to ensure systems remain updated
o Troubleshoot system failures or bugs and provide solutions to restore
functionality
o Arrange maintenance sessions to discover and mend inefficiencies
o Keep records of repairs and fixes for future reference
o Offer timely technical support and teach users how to utilize computers correctly
Technical & Customer Service Support Responsibilities
Customer Service Task:
o Update to-do list right away as task are
done or updates are encountered.
o Act as the first point of contact for callers
Tier1 Task:
o recommend temporary and sensible
o receives about 30 incoming calls, assess
solution to network issues encountered
and do initial troubleshooting
o investigate on lingering network issue
o create and update ticket to all received calls,
causing minor to major outages
o Log,Categorize and prioritize all issues or
request by callers
o Investigate incident tickets and identify firsttime fixes
o Case ownership, track progress and keep
end-user updated with actions taken
o Help customers get more of the service,
efficient support and positive experience
o Making sure every situation handled ends
with a smile
o Forward to next of shift if not resolve or
escalate as needed.
o create daily, weekly, monthly or seasonal
reports indicating faults and suggestion
areas that needs improvement
o searches the Internet for about 80% to
resolve any issues encountered
o juggle tasks of multiple clients support
and meet their deadline
Email Task:
o respond to client's inquiry
o act on client's request/task
to work on a chart and fill-up the needed
fields
to investigate, report and suggest a
solution to an impending issue
to follow up on a specific caller
to check for updates on the case
To update ticket, caller, service provider,
etc.
o
o
o
o
document callers basic information and
device their using
log callers complain and symptoms on their
issues experiencing
isolate root cause, provide initial
assessment and possibly resolution
set case to the priority it needs to be
escalate to higher operations as needed
Tier2 Task:
o receive about 30 incoming calls, create
ticket, document call logs, isolate issue
o troubleshoot on LAN network issue
o escalate site wide cases right away
o investigate any issue in LAN then
recommends a solution
Tier3 Task:
o 24/7 network performance monitoring
o work on escalated cases until resolve
o schedule task and ticket as encountered
accordingly
o responsible for network devices and
connectivity
o works on point to point off-site base-station
o responsible for power distribution unit and
device's health
o Hardware troubleshooting and resolution
recommendation
o send a compatible hardware replacement
to the site as needed
o dispatch technicians as needed to resolve
network issue
o configure switches, routers and aps to work
on the existing network
o coordinate with service provider on their
maintenance or outages occurred outside
our network but affecting our service
o daily firmware upgrades on all network
devices especially on LAN devices
o Pro-actively generate leads for the email or
phone # of client's power provider, service
provider, data centre provider, weather
forecast on client's location, etc.
o Responsible to communicate with ISP and
that they provide a seamless service to our
network
o set scheduled maintenance on
calendar and inform affected party of
the impending outage
o escalate/resolve ticket as necessary
Characteristic:
o Excellent time management skill and can make decisions quickly
o Strong Communication Skill, Problem Solving and Analytical Skill
o Committed to excellent customer service, positive work ethics
o FAST LEARNER and Very WILLING TO BE TRAINED
o Positively Passionate in creating for a conducive working environment
o Team Player, Innovative, Strong Attention to details and result oriented
o Aggressive with high sense of initiative
CHARACTER REFERENCE:
Johnny Pericon Jr. III Conrado Rivero Jr
Christian Judilla
Team Lead
Accenture
IT - Infra Manager
Forward BPO
-
Head of Sales Network
Flexi Finance Asia
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