John Lemuel Bautista
Manila
Summary
Results-driven technical professional with comprehensive understanding of user support and system maintenance. Known for effective troubleshooting and resolution of technical issues. Strong focus on team collaboration and adaptability, ensuring reliable and dynamic service. Expertise in hardware and software support, along with proactive approach to problem-solving.
Overview
6
6
years of professional experience
Work History
Remote Support Technician
Milestone Technologies
12.2023 - Current
- Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
- Managed inventory of hardware components for timely replacement or repair as needed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Trained users on how to operate components and systems.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Trained junior technicians to improve their technical skills and increase overall team productivity.
- Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
Service Desk Analyst
UNISYS Philippines
08.2022 - 05.2023
- First level contact support and strive for high level contact resolution.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Accurately document calls and incidents and Manage time and workload to meet predetermined service levels.
- Support multiple clients includes VIP and VVIP through customer service professionalism and insight.
- Ability to comprehend and uphold Policies and Procedures (including time reporting, attendance, etc.
- Research and Identify solutions to software and hardware issues for clients (70% Mac, 70% Windows)
- Track computer system issues through to resolution, within agreed time limits.
- Diagnose and troubleshoot technical issues, including setup and basic network configuration.
- Manage users accounts and company configuration via OKTA, Office 365 and JAMF
- Escalate unresolved issues to appropriate Senior Engineers
- Provide support for desktop software products: MacOS, Microsoft Windows, Adobe etc.
Information Technology/Support Technician
5centsCDN.net
03.2021 - 11.2022
- Answering questions related to the products and services.
- Order processing and transactions
- Giving suggestions and recommendations for what's best for the clients.
- Attends to assigned tickets and provides support within the specified SLA.
- Perform other relevant task that may be assigned time to time.
- Installation of software
- Checking and Updating computer drivers
- Perform regular checkups of Desktop and Laptops (Optimizing Windows, Disk Defragmentation, Disk Cleanup, Windows Update)
Technical Support Technician
CITE Inc.
07.2019 - 03.2021
- Setup and deploying new computer.
- Setup and installing ID System Software and other computer applications.
- Diagnostic testing to all parts to ensure that it is always running.
- Basic Network Configuration (WiFi, Modem, Router)
- Formatting PC and Laptop
- Provide onsite visit to conduct preventive maintenance for their devices such as computers, laptop and printers.
- Timely escalation of incident report
Education
Bachelor of Science - Bachelor of Science in Information Technology
Mondrian Aura College
Olongapo City06.2019
High School / GED - ICT
San Guillermo National High School
03.2014
Skills
- Technical Support
- Mac
- Infrastructure
- Computer: Mac and Windows System
- Software Applications
- VPN
- Technical Knowledge
- Troubleshooting Software/Hardware abilities
- Application/Desktop support
- Software installation
- Technical documents comprehension
- Customer service expert
- System administration
Languages
English
Tagalog
Timeline
Remote Support Technician
Milestone Technologies
12.2023 - Current
Service Desk Analyst
UNISYS Philippines
08.2022 - 05.2023
Information Technology/Support Technician
5centsCDN.net
03.2021 - 11.2022
Technical Support Technician
CITE Inc.
07.2019 - 03.2021
Bachelor of Science - Bachelor of Science in Information Technology
Mondrian Aura College
High School / GED - ICT
San Guillermo National High School
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