John Robin Agapito

• Acted as one of the primary points of contact for the client's technical issues experienced by the systems that the company has provided (AVID, Masstech, Spectra Logic, Telestream, Dell/HP servers and workstations)
• Provided technical support through email, phone, onsite visit, or remote connection to assist and resolve various reported technical issues/concerns
• Evaluated the gravity of the issue/concern raised by the client
• Escalated to principal support or management if needed
• Tested and troubleshot servers and/or workstations' applications to find the root cause of the issue and provided recommendations to prevent recurrence of issues
• Consistently updated the client on the logged issue thru email for proper monitoring and documentation
• Assisted the client in performing regular system maintenance activities for servers, workstations and other related broadcasting equipment provided by the company. This may include hardware replacement, software upgrade/update/patch, and proper system reboot
• Logged cases in product's ticketing portal
• Processed return merchandise authorization (RMA) for hardware replacement
• Regularly checked product documentation updates to improve their existing system and provided a suitable recommendation in fixing the client's issue/concern
• Performed the role of Team Leader during project implementation especially when multiple projects were implemented
• Specifically lead CNN Philippines AVID Migration project and ABS-CBN Audiopost upgrade
• Prepared the hardware and software needed as design prior to project implementation
• Assisted and guided the client end users when using the product especially during trainings
• Attended product certification trainings
• Maintained and troubleshot company workstations and servers
• Organized and filed technical documents, records, and equipment
• Presented report to supervisor regarding client activities

Company Awards/Achievements

• Awarded as the best technical person on the team on years 2022, 2023 and 2024.
• Passed every product certifications for company provided training courses.

• Responsible for dispatching and coordinating with External Service Provider and In-house Technical Support to facilitate proper and immediate resolution of referred service calls
• Monitors and updates assigned service call tickets from receipt up to resolution
• Checks completeness and accuracy of received tickets before assigning to External Service Provider and In-house Technical Support
• Analyzes service call requirements and dispatches to appropriate Service Provider and In-house Technical Support for proper and immediate resolution
• Creates Authority-To-Work request for Service Provider and forward to assigned office for approval and issuance
• Coordinates with Service Provider and In-House Technical Support to obtain necessary updates regarding the dispatched service call and accurately logs in Request Tracker
• Randomly calls branches or users to validate completeness of delivered service and to get feedback on performance of attending service personnel.

• Primarily responsible in attending to customer's concerns via email and escalates these concerns to higher management when deemed necessary