Hi, I’m
JEROME C. FERRER
Caloocan
Summary
Experienced Technical Operations Engineer with 9 years of expertise managing and maintaining technical infrastructure for optimal performance and reliability. Skilled in implementing and monitoring systems for efficient troubleshooting and collaborating with cross-functional teams to design and deploy new technology solutions. Provides technical guidance and support, including training and documentation, to internal teams.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
years of professional experience
Work History
Ohmy Jeong Korean Corndog foodcart
Business Management Manager/Owner
09.2023 - 07.2024
Job overview
- Performing auditing on sales and inventory of items
- Manage employee's salary
- Streamlined daily operations to enhance service efficiency and customer satisfaction.
- Trained and mentored staff on food safety standards and preparation techniques.
- Developed inventory management processes to reduce waste and optimize supply chain.
- Implemented marketing strategies that increased foot traffic and boosted sales performance.
- Oversaw staff scheduling to ensure adequate coverage during peak hours, improving service speed.
- Analyzed customer feedback to refine menu offerings and enhance overall dining experience.
- Established vendor relationships for sourcing quality ingredients at competitive prices.
- Led team meetings to foster communication, collaboration, and continuous improvement initiatives.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
Pactera Technology International Limited
Directory Service & 0365 Support Engineer
10.2015 - 01.2023
Job overview
- Performed cross platform audits of Active Directory (AD) objects and user permissions
- Managed User Accounts on Windows-NT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access)
- Software deployment
- Developed organizational units in Active Directory (AD) and managed user security with group policies
- Managing: Windows Server 2003/2008/2012/2012 R2, Active Directory, GPOs, DNS, DHCP, TCP/IP, SMTP, File and Print Server, SMTP, SCCM, EAC on O365. Laptops, Smart Phones IOS/Android, Tablets, Printers, Desktop.
- Knowledgeable in Windows Operating Systems (Windows) and MS Office 2016/2013/2010/2007 (Word, Excel, Outlook, PowerPoint, Visio)
- Created and maintained email addresses and distribution lists in MS Exchange
- Compiled data to assist technical writers with IT new hire manuals and prepared data to report to testers for system enhancements
- Troubleshooting and configuring MS Office 365 system
- Communicate with staff or clients through a series of actions, either email or over the telephone to help troubleshoot or resolve exchange online related issues
- Responding within agreed time limits to call-outs
- Working continuously on a task until completion (schedules follow up to monitor customers issue)
- Prioritizing and managing many open cases at one time
- Supports and above average understanding of Mail Flow, Active Directory, PowerShell, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration
- Provided knowledgeable support for software applications, enhancing user satisfaction and efficiency.
- Diagnosed and resolved technical issues for client systems, ensuring minimal disruption to operations.
- Developed detailed documentation for troubleshooting procedures, facilitating team knowledge sharing and training.
- Collaborated with cross-functional teams to streamline processes and improve service delivery effectiveness.
- Mentored junior engineers, fostering skill development and promoting best practices in technical support.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Connected to computer of client using remote link to install programs and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Patched software and installed new versions to eliminate security problems and protect data.
Microsoft China
Technical Support Engineer
04.2015 - 09.2015
Job overview
- Supports Exchange Online
- Troubleshooting and configuring MS Office 365 (Exchange Online) systems and applications
- Communicate with staff or clients through a series of actions, either email or over the telephone to help troubleshoot or resolve exchange online related issues
- Responding within agreed time limits to call-outs
- Working continuously on a task until completion (schedules follow up to monitor customers issue)
- Prioritizing and managing many open cases at one time
- Supports and above average understanding of Mail Flow, Active Directory, PowerShell, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration
Motion global
Merchandising coordinator
11.2013 - 06.2014
Job overview
- Data searching on supplier online databases, company official websites, competitor websites, as well as PDF/Excel documents given to Motion Global from suppliers/distributors
- Obtain photos for all products and edit them in Photoshop/Light room when necessary
- Ensure all the information (Model number, color, pricing, etc.) and photos are accurate
- Updating Website content
- Support Merchandising Manager and Website Content Team Leader
- Coordinated merchandise planning and allocation to optimize inventory levels.
- Analyzed sales data to identify trends and adjust product assortments accordingly.
- Developed and maintained scheduling systems to optimize resource allocation and workflow efficiency.
- Coordinated cross-departmental schedules to ensure alignment on project timelines and deliverables.
- Reduced scheduling errors by introducing rigorous verification processes before finalizing project timelines.
Motion global
Customer service representative
08.2011 - 11.2013
Job overview
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling or request for callbacks
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
Teleperformance
Tech support/escalation/dispatch representative
06.2008 - 07.2011
Teleperformance
Technical support representative
07.2006 - 06.2008
Sitel philippines
Technical support representative
10.2005 - 07.2006
Education
AMA Computer CollegeCaloocan City, National Capital Region (Manila), Philippines
Bachelor in Science from Computer Engineering
10.2005
AMA Computer Learning CenterCaloocan City, National Capital Region (Manila), Philippines
Associate Degree from Computer System and Network Technology
05.2005
Skills
- Active Directory
- Azure
- DHCP
- DNS
- DSL
- Ethernet
- Exchange Server
- GPO
- IaaS
- Lightroom
- Unix Shell Scripting
- Microsoft Exchange
- Microsoft Office
- Microsoft Power Point
- Photoshop
- SCCM
- SMTP
- Switches
- Visio
- VPN
- Windows Server
- PowerShell
- Microsoft Office 365
- Routers
- TCP
- Business Management
- Reading Blueprints
- Drawings
- Reinforcing
- Wiring
- Concrete Pouring
- Casting
- Time management
- Decision-making
- Customer service
- Team leadership
- Staff training and development
- Task delegation
- Complex Problem-solving
- Documentation and reporting
- Project management
- Shift scheduling
- Conflict resolution
- Schedule preparation
- Performance evaluations
- Employee onboarding
- Coaching and mentoring
- Data analysis
- Multitasking Abilities
- Hiring and training
- Training and development
- Employee coaching and mentoring
LANGUAGES
English Advanced
Timeline
Business Management Manager/Owner
Ohmy Jeong Korean Corndog foodcart
09.2023 - 07.2024
Directory Service & 0365 Support Engineer
Pactera Technology International Limited
10.2015 - 01.2023
Technical Support Engineer
Microsoft China
04.2015 - 09.2015
Merchandising coordinator
Motion global
11.2013 - 06.2014
Customer service representative
Motion global
08.2011 - 11.2013
Tech support/escalation/dispatch representative
Teleperformance
06.2008 - 07.2011
Technical support representative
Teleperformance
07.2006 - 06.2008
Technical support representative
Sitel philippines
10.2005 - 07.2006
AMA Computer Learning Center
Associate Degree from Computer System and Network Technology
AMA Computer College
Bachelor in Science from Computer Engineering
INTERESTS
Flexible