Bryan T. Teodoro
TSR/System Admin
Taytay,RIZ
Summary
Results-driven professional with extensive technical support and customer service experience seeking a challenging position to utilize my technical expertise and exceptional communication skills to provide top-notch support and ensure customer satisfaction.
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 8+ years of progressive technical support experience.
Overview
10
10
years of professional experience
Work History
Systems Administrator
Group Landev LLC
06.2024 - Current
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
- Efficient and detail-oriented professional with expertise in managing and updating property portfolios, maintaining CRM systems (HubSpot), and administering Microsoft 365, Procore environments.
Senior Quality Analyst
Concentrix Philippines
02.2021 - Current
- Reviewing and evaluating email interactions between support representatives and customers to ensure adherence to company policies, procedures, and quality standards. This includes assessing the accuracy, clarity, and effectiveness of email responses.
- Monitoring and tracking individual and team performance metrics related to email support, such as response time, resolution rate, customer satisfaction, and adherence to service level agreements. Identifying areas for improvement and providing constructive feedback to support representatives.
- Preparing regular reports and presenting insights on key performance indicators, trends, and quality assurance findings to management.
- Assisting in the development and delivery of training programs for support representatives, focusing on email communication skills, customer service best practices, and product knowledge. Conducting coaching sessions to address performance gaps and foster continuous improvement.
- Contributing to the development and maintenance of a comprehensive knowledge base or email templates to assist support representatives in providing accurate and consistent responses to customer inquiries.
- 10 yrs
Senior Product Specialist (Tier 4 Technical Support Advisor)
Apple Inc. Asia-Pacific
05.2013 - 10.2020
- Level 4 technical position, responsible for providing support to the Level 1 Support Helpdesk through the means of internal triage and escalation.
- Highest point of escalation for technical assistance.
- Provide advance technical support for Mac, iPhone and other Apple devices.
- Maintaining customer’s security and privacy is one of our primary responsibilities.
- Tasks can include installing and configuring mac OSX systems, diagnosing hardware/software faults and solving technical problems over the phone.
- Research required information using available resources.
- In direct contact with Apple engineers for additional troubleshooting and providing information for unexpected product issues.
- Offers workaround/alternative solution to quickly address customer’s needs.
- Providing commitment follow up and make scheduled call backs to customers where necessary.
Customer Support Associate
IBM Daksh Phils.
05.2012 - 05.2013
- Serves customers by providing product and service information; resolving product and service problems.
- Providing assistance for UK telco subscribers with their account and network related issue.
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Identifying and assessing customers’ needs to achieve satisfaction.
- Handle account upgrades, changing plan bundles that will suit with their monthly usage.
- 1 year
Technical Chat Support Specialist
Tech Mahindra Ltd.
11.2011 - 04.2012
- Provides technical support assistance for DSL subscribers via web chat.
- Answering queries and assisting customers with the troubleshooting with their internet connection related issues.
- Provides help or a solution in real time, handles queries from customers in a professional, clear, and concise manner.
- Setting up on-site service technicians when necessary.
- 5 months
Education
Associate Degree - E- Commerce Programming
SYSTEMS TECHNOLOGY INSTITUTE
Cainta, Rizal01.2005
High School Graduate - undefined
Morong National High School
Morong, Rizal01.2004
Elementary Graduate - undefined
Tomas Claudio Memorial School
Morong, RizalSkills
- Microsoft Office Suite
- Technical support
- iOS / MacOS troubleshooting
- System monitoring
- User access management
- Troubleshooting and diagnosis
- Technical troubleshooting
- Permissions and Access control
Training
- IOS Tier 1 Technical Support Training Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (July 2012)
- MacOs Tier 1 Technical Support Training Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (October 2014)
- MacOS Tier 2 Technical Support Training Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (August 2015)
- Aptis Grammar and Vocabulary | British Council Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (December 2017)
- Lean Six Sigma Yellow Belt Training MDC 100 Bldg Eastwood City Libis Quezon City (February 2021)
PERSONAL DATA
- Birth date: December 4, 1986
- Birth place: Morong, Rizal
- Civil Status: Single
- Religion: Catholic
- Language Spoken: English, Filipino
- Height: 5’8’’
- Weight: 132 lbs.
Certification
iOS Tier 1 Technical Support Training
Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (July 2012)
MacOs Tier 1 Technical Support Training
Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (October 2014)
MacOS Tier 2 Technical Support Training
Hanston Square San Miguel Ave, San Antonio, Pasig, 1605 Metro Manila (August 2015)
Aptis Grammar and Vocabulary | British CouncilAptis Grammar and Vocabulary | British Council MDC 100 Bldg Eastwood City Libis Quezon City ( Feburary Metro Manila (December 2017)
Lean Six Sigma Yellow Belt Training
MDC 100 Bldg Eastwood City Libis Quezon City ( Feburary 2021)
Timeline
Systems Administrator
Group Landev LLC
06.2024 - Current
Senior Quality Analyst
Concentrix Philippines
02.2021 - Current
Senior Product Specialist (Tier 4 Technical Support Advisor)
Apple Inc. Asia-Pacific
05.2013 - 10.2020
Customer Support Associate
IBM Daksh Phils.
05.2012 - 05.2013
Technical Chat Support Specialist
Tech Mahindra Ltd.
11.2011 - 04.2012
High School Graduate - undefined
Morong National High School
Elementary Graduate - undefined
Tomas Claudio Memorial School
Associate Degree - E- Commerce Programming
SYSTEMS TECHNOLOGY INSTITUTE
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