JAN JOSEPH TORRENTE
Technical Support Engineer
San Mateo
Summary
To work in a challenging environment that gives me ample opportunities for growth, and development and would utilize my skills and strengths towards the achievement of the objective and vision of the company.
Self-motivated, trustworthy, and committed to professional excellence Willing to be trained and open to changes, improvements, and growth Work well under pressure Ability to work both independently and as a team, ability to multitask Excellent management, communication, organization and interpersonal skills In-depth knowledge in computer
Overview
22
22
years of professional experience
2
2
years of post-secondary education
Work History
Support Dot Com / Personal Tech Assistant
Support Dot Com / Support Ninja
05.2021 - Current
- Provides answers to clients by identifying problems, researching answers, guiding clients through corrective steps.
- Deliver service and support to end-users using operating automated call distribution phone software, via remote connection or over the internet.
- Diagnose and resolve technical hardware and software issues internet connectivity, email clients, browsers, MS office tools (eg: word excel power point), quicken, quick books etc.
- Improve system performance by identifying problems; recommending changes.
- Remove Viruses and Spyware from the Computer
- Setup and Configure printers to the network.
- Provide basic configurations in a Modem, Router and wireless extender.
- Suggestively sells clients products and/or additional services
- Provide prompt and accurate feedback to customers
- Back up and Restore data files through Cloud server. (eg: Carbonite, OneDrive, Elepahnt Drive)
- Reinstall and Upgrade Windows Operating system. (eg: XP, Vista, Win7, Win8, Win10, Windows 11)
- Connect Wise Ticketing Tool System , Active Directory
Support Dot Com / Personal Tech Assistant
Shore Solutions / Acquire Asia
02.2014 - 05.2021
- Provides answers to clients by identifying problems, researching answers, guiding clients through corrective steps.
- Deliver service and support to end-users using operating automated call distribution phone software, via remote connection or over the internet.
- Diagnose and resolve technical hardware and software issues internet connectivity, email clients, browsers, MS office tools (eg: word excel power point), quicken, quick books etc.
- Improve system performance by identifying problems; recommending changes.
- Remove Viruses and Spyware from the Computer
- Setup and Configure printers to the network.
- Provide basic configurations in a Modem, Router and wireless extender.
- Suggestively sells clients products and/or additional services
- Provide prompt and accurate feedback to customers
- Back up and Restore data files through Cloud server. (eg: Carbonite, OneDrive, Elephant Drive)
- Reinstall and Upgrade Windows Operating system. (eg: XP, Vista, Win7, Win8, Win10, Win 11)
- Connect Wise Ticket tool, Active Directory
Technical Support for HP Desktop, Laptop and Printers
Stream Global Services
07.2011 - 10.2013
- Troubleshoot HP products such as Desktop, Laptop and Printers (Hardware and Software)
- Guide clients on how to replace defective computer parts such as hard drives, graphic cards, lan cards, sound cards etc.
- Install and Update Computer Drives
- Install and Configure HP Printers, Scanners and Fax
- Perform weekly Check up and Tune up
Technical Support Associate
Convergys
09.2010 - 07.2011
Microsoft Safety / Microsoft Answer Desk
Telus International Philippines
11.2007 - 09.2010
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup, windows activation, virus and spyware, windows updates, Microsoft office etc.
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. Level 2 Support)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
IT Technical Specialist
Dos Internetworx
01.2003 - 01.2005
Education
Computer System and Network Technology -
AMA Computer Learning Center of Cubao
01.2003 - 01.2005
Skills
- Self-motivated
- Trustworthy
- Committed to professional excellence
- Willing to be trained
- Open to changes, improvements, and growth
- Work well under pressure
- Ability to work both independently and as a team
- Ability to multitask
- Excellent management, communication, organization and interpersonal skills
- In-depth knowledge in computer
Additional Contacts
- Subject Matter Expert for Real Defense, Support Ninja, +63 917 722 6629
- Support Technician for Real Defense, Support Ninja, +93 943 921 1676
- Service Desk Engineer, Booth and Partners Phils. Inc, +63 908 243 4371
- Technical Support for Carbonite, Carbonite, +93 976 122 5881
Timeline
Support Dot Com / Personal Tech Assistant
Support Dot Com / Support Ninja
05.2021 - Current
Support Dot Com / Personal Tech Assistant
Shore Solutions / Acquire Asia
02.2014 - 05.2021
Technical Support for HP Desktop, Laptop and Printers
Stream Global Services
07.2011 - 10.2013
Technical Support Associate
Convergys
09.2010 - 07.2011
Microsoft Safety / Microsoft Answer Desk
Telus International Philippines
11.2007 - 09.2010
IT Technical Specialist
Dos Internetworx
01.2003 - 01.2005
Computer System and Network Technology -
AMA Computer Learning Center of Cubao
01.2003 - 01.2005
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