John Michael Hipolito
IT Support
Quezon City
Summary
Versatile IT Support Analyst skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
15
15
years of professional experience
Work History
System Administrator
Techno Global
06.2023 - Current
- Incident Management and Ticket Resolutions
- Address issues and service requests that relates to all technology that includes: workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Monitoring and Management of System Alerts
- Proactively monitor various IT systems, including servers, networks, and applications, to identify and address potential issues before they escalate.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
IT Service Desk - Subject Matter Expert
DXC Technology (Hewlett-Packard Enterprise)
5 2018 - 06.2023
- Be the first in line technical mentor of ambassadors providing proximity support for complex issues and processes
- Build relationships in the form of proper handling of ambassador inquiries (e.g
- Face to face consultation, 1:1 chat, and team sessions)
- Deliver prompt response on questions and assist ambassadors on technical escalations upon request by customers
- Take ownership on get-help cases received by ambassadors and drive end to end resolution of these cases when needed
- Assist teams in managing their backlogs through reviews and recommendations of the next action plan to resolve the issue
- Collaborate with Senior Support Ambassador (II) in providing refresher training, knowledge transfer, and best-practice sharing upon requests by Team Leads
- Extend assistance to the operations in form of extra capacity when the program needs extra headcount in times of High Call volume
- Assists in updating and maintaining process and client-related documents
- Perform other ad-hoc tasks as required and assigned by Escalations Manager
- Ensure all company policies and standards, as they are introduced, are always adhered to.
IT Service Desk
DXC Technology (Hewlett-Packard Enterprise)
09.2017 - 05.2018
- Service Desk support by phone, chat and email
- Coordinating vendors for support, onsite maintenance, and installations
- Perform preventative maintenance on servers and workstations which includes antivirus, windows updates, memory, and storage checks
- Remote Support of Desktop and Application-related issues
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
Technical Support Representative
Sutherland Global Services Philippines
08.2015 - 08.2016
- Taking ownership of customer issues reported and seeing problems through to resolution
- Talking customers through a series of actions to resolve a problem
- Troubleshooting technical issues
- Replacing or repairing the necessary parts
- Answer queries of the customer about Lenovo Idea products.
Technical Support Representative
Wipro BPO Philippines Ltd., Inc.
05.2014 - 04.2015
- Support end users by troubleshooting technical issues with home internet setup, VOIP, phone and IPTV
- Resolve technical queries via telephone
- Diagnose and escalate faults.
Remote Desktop Analyst
Sitel Philippines Corporation
06.2011 - 12.2013
- Provides first-line support via different channels such as phone, chat and/or email
- Provides remote support for client technologies in their Windows OS
- Responsible for Supporting: Windows Safety and Virus Removal, Windows Tune up, Windows Networking, Windows Update, Upgrade and Installations
- Installation/Uninstallation Microsoft applications and Business applications (Adobe, Skype, etc.)
Technical Support Representative
Pacific Hub Corporation
06.2009 - 06.2011
- End to end problem solving for Globe Broadband subscribers that involve: Billing, Customer Service, Sales, Account Management, Technical Support
Skills
Communication
Customer service and Interpersonal skills
Leadership
Problem-solving
Time management
System monitoring
Remote Access
Windows administration
Desktop troubleshooting
IT Documentation
Height
5'5"
Weight
110 lbs.
Language
Filipino and English
Interests
Cycling, Movies, Playing Mobile Games
Education
Lyceum of the Philippines University – BS Computer Science
Personal Information
- Citizenship: Filipino
- Date of Birth: 07/23/87
- Marital Status: Married
References
Available upon request.
Timeline
System Administrator
Techno Global
06.2023 - Current
IT Service Desk
DXC Technology (Hewlett-Packard Enterprise)
09.2017 - 05.2018
Technical Support Representative
Sutherland Global Services Philippines
08.2015 - 08.2016
Technical Support Representative
Wipro BPO Philippines Ltd., Inc.
05.2014 - 04.2015
Remote Desktop Analyst
Sitel Philippines Corporation
06.2011 - 12.2013
Technical Support Representative
Pacific Hub Corporation
06.2009 - 06.2011
IT Service Desk - Subject Matter Expert
DXC Technology (Hewlett-Packard Enterprise)
5 2018 - 06.2023
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