Jhon Kenneth Barayuga
IT CRM Tier 1 Support
Licab Nueva Ecija
Summary
Astute IT support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in resolving problems quickly on first call/contact.
Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
Work History
IT CRM Tier 1 Support
GLOBALTEK BPO INC.
06.2022 - Current
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Assisted users in identifying issues and explained solutions to restore service and functionality.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Implemented proactive solutions to prevent recurring issues, reducing overall support tickets and improving user experience.
- Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
- Researched and identified solutions to technical problems.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
Team Leader
Convergys (Google)
08.2017 - 12.2021
- Devised and implemented processes and procedures to streamline operations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
Technical Support Representative
Concentrix (Microsoft)
07.2015 - 08.2016
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Bachelor of Science - IT, Major And Systems Analysis And Design
NEUST
Cabanatuan City, Philippines 05.2001 -
Skills
Analytical Skills
Customer Service
Negotiation and Conflict Resolution
Multitasking
CRM software proficiency
Application support
Software diagnosis
Hardware diagnostics
Technical Support
Systems Analysis
Technical documents comprehension
Timeline
IT CRM Tier 1 Support
GLOBALTEK BPO INC.
06.2022 - Current
Team Leader
Convergys (Google)
08.2017 - 12.2021
Technical Support Representative
Concentrix (Microsoft)
07.2015 - 08.2016
Bachelor of Science - IT, Major And Systems Analysis And Design
NEUST
05.2001 -
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