Jestoni Fermano
BICUTAN, TAGUIG
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Technical Support Engineer
Tata Consultancy Services
Taguig
07.2023 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Manage approximately 30 inbound chats from users a day
First level IT Support Analyst
ATOS
04.2021 - 07.2023
- Performed diagnostics and troubleshooting via phone, accurately relaying instructions to staff.
- Recognised, documented and escalated IT problem trends, preventing commonly occurring issues.
Team Manager
T-Mobile TEX, Alorica, Taguig
02.2019 - 12.2020
- Evaluate Employee performance on a daily basis, coached and trains team member, increasing quality of work and employee motivation.
- Aligned efforts of multiple departments through cross-functional management, achieving and surpassing KPI targets.
Technical Expert
T-Mobile TEX
04.2018 - 01.2019
- To listen then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues.
Senior Representative
T-Mobile Financial Care, Alorica
03.2017 - 04.2018
- Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management
- Taking part on coaching and developing an agent to be more productive and efficient
Collection Agent
T-Mobile Financial Care, Alorica
11.2013 - 03.2017
- Investigated billing discrepancies and implemented solutions to resolve concerns and prevent future problems.
- Reviewed accounts to determine payment plan compliance.
- Processed payments over phone and set up recurring drafts.
Education
Bachelor of Science - Information Technology
International Electronics & Technical Institute
Muntinlupa Associate of Science - Information Technology
International Electronics & Technical Institute
Las Pinas National High School
Zapote Elementary School
Skills
Technical support
Technical troubleshooting
Ticket management
Customer support
undefinedTimeline
Technical Support Engineer
Tata Consultancy Services
07.2023 - Current
First level IT Support Analyst
ATOS
04.2021 - 07.2023
Team Manager
T-Mobile TEX, Alorica, Taguig
02.2019 - 12.2020
Technical Expert
T-Mobile TEX
04.2018 - 01.2019
Senior Representative
T-Mobile Financial Care, Alorica
03.2017 - 04.2018
Collection Agent
T-Mobile Financial Care, Alorica
11.2013 - 03.2017
Associate of Science - Information Technology
International Electronics & Technical Institute
Las Pinas National High School
Zapote Elementary School
Bachelor of Science - Information Technology
International Electronics & Technical Institute
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
Geraldine YangsonGeraldine Yangson
Regulatory Reporting Senior Analyst (C13 - VP) at Citibank ROHQRegulatory Reporting Senior Analyst (C13 - VP) at Citibank ROHQ