Ferdinand Pedro
General Trias
Summary
Adept Systems Administrator with a proven track record at Tata Consultancy Services, enhancing system efficiency and user satisfaction. Excelled in technical troubleshooting across Windows and MacOS, leveraging skills in Active Directory and VPN configurations. Demonstrated exceptional problem-solving abilities and user support, significantly improving resolution times and customer loyalty.
Overview
9
9
years of professional experience
Work History
Systems Administrator
Tata Consultancy Services
08.2022 - 10.2024
- 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.
- Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
- Performed software installations and upgrades to Windows operating system.
- Installed and configured network printers and other peripheral devices.
Technical Consultant
Conduent Business Services Philippines
07.2018 - 08.2022
- Troubleshoot iPhone and Mac computers.
- Identify and resolve syncing problems over the cloud (iCloud).
- Help users in updating iOS and macOS.
Customer Service Representative
IQor Philippines
03.2016 - 12.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bookeeping
Asia Pacific Systems College
Baler, Aurora04.2011
High School Diploma -
Olongapo City National High School
Olongapo City04.2008
Skills
- Microsoft Office Suite
- Hardware troubleshooting
- Windows administration
- Software Installation
- Program installations
- Remote Access Technologies (SCCM and Splashtop)
- Active Directory
- Technical Troubleshooting (Windows and MacOS Operating Systems)
- User Support
- VPN configurations
- Mobile Device Management
- Ticketing tools (ServiceNow)
Timeline
Systems Administrator
Tata Consultancy Services
08.2022 - 10.2024
Technical Consultant
Conduent Business Services Philippines
07.2018 - 08.2022
Customer Service Representative
IQor Philippines
03.2016 - 12.2017
Bookeeping
Asia Pacific Systems College
High School Diploma -
Olongapo City National High School
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