JHON REY PIAD ODITA
Taguig City
Summary
I am seeking for an opportunity where I can leverage my technical expertise and further improve my skills whilst hitting the company KPIs. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
11
11
years of professional experience
Work History
IT Specialist, Sr.
Stefanini Ph Inc.
10.2023 - Current
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
Helpdesk Technician II
Stefanini Group Ph.
11.2021 - 09.2023
- Business to Business, Service Desk entry level Role; assisting users with their technical inquiries and issues; responsibilities include all company related system issue assistance, troubleshooting, and creating tickets as reference to related issue reported
- Recently promoted as Diagnostics SME Apprentice last November 2022
- Acts as the back-up Incident Controller and assists the helpdesk technicians (agents) with their inquiries on a day-to-day basis
- Also makes sure that the created tickets are correctly routed or assigned to the correct support group for efficient assistance.
Technical Expert
Alorica Teleservices Inc
06.2018 - 07.2021
- Worked in a Telecommunications account; 2nd level of support assisting Postpaid customers with their mobile device issues, such as network connectivity, software and hardware issues and account related issues
- Also assists customers with their billing and general account inquiries
- All responsibilities done over the phone.
Seller Support Representative
Alorica Teleservices Inc
04.2018 - 06.2018
- Business to business entry level role; assisted sellers with their inquiries and concerns about their E-Commerce accounts over the phone, and create an email to document the summary of the call.
On-the-Job Trainee
Delex Pharma International Inc.
04.2017 - 06.2017
- Experienced multi-department roles in the same company, starting from HR administration, IT, and Logistics management
- All experiences covered entry level admin tasks such as data entry, programming and MS Office Tasks for the span of 2 months.
Service Crew
Hamburgero Inc.
12.2013 - 12.2014
- Responsible for taking customers' orders and prepare them in an efficient way
- Worked during the night while studying in the morning
Education
Bachelor of Science in Computer Science -
STI College Novaliches
Skills
Excellent Communication Skills
Ability to work under pressure
Adaptive in terms of company culture ; willing to learn and grow
Microsoft Office 365 Literate
Few knowledge in some programming languages ( HTML, C#, Javascript, PHP, CSS, Bootstrap)
Experience in Active Directory, Service Now and the Virtual Private Network (VPN
IT Troubleshooting
Application installations
Troubleshooting
Achievements and awards
- Month-to-Date Top Diagnostics Helpdesk Technician (February 2022) Stefanini Group Ph.
- Month-to-Date Top Diagnostics SME (February, June and July 2023) Stefanini Group Ph.
Personal Information
- Date of Birth: 05/14/1996
- Nationality: Filipino
- Marital Status: Single
References
- Karen Joy Pasco, Alorica Teleservices, 09057312685
- Joshua Renz Tapalla, Growsari, Inc., 09451266523
- Melandrino Diego, Delex Pharma International, Inc., 09985885527
Timeline
IT Specialist, Sr.
Stefanini Ph Inc.
10.2023 - Current
Helpdesk Technician II
Stefanini Group Ph.
11.2021 - 09.2023
Technical Expert
Alorica Teleservices Inc
06.2018 - 07.2021
Seller Support Representative
Alorica Teleservices Inc
04.2018 - 06.2018
On-the-Job Trainee
Delex Pharma International Inc.
04.2017 - 06.2017
Service Crew
Hamburgero Inc.
12.2013 - 12.2014
Bachelor of Science in Computer Science -
STI College Novaliches
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