Summary
Overview
Work History
Education
Skills
Timeline
Generic
John Morris Delos Santos

John Morris Delos Santos

Technical Support Analyst
Bacoor, Province Of Cavite

Summary

Dynamic Technical Support Analyst with a proven track record at Infor, enhancing customer satisfaction through effective communication and troubleshooting. Expert in remote support and incident management, I streamlined processes and improved first-call resolution rates, fostering strong client relationships while driving continuous improvement initiatives. Adaptable and results-oriented, I thrive in fast-paced environments.

Diversely Skilled Technical Analyst with 13 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.

Knowledgeable SAP Consultant with experience taking ownership of SAP solutions and related software and services. Talented at managing legacy installations as well as spearheading new deployments. Keen to drive positive movements in revenue and business performance through direct oversight of all branded and related products.

Overview

14
14
years of professional experience

Work History

Technical Support Analyst

Infor
02.2017 - Current
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
  • Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
  • Undertook technical maintenance of various database systems.
  • Tested new software and hardware prior to deployment.

SAP Functional Consultant

Accenture
11.2011 - 01.2017
  • Served as a subject matter expert in SAP functional areas, providing guidance and support to project team members throughout the entire implementation lifecycle.
  • Supported change management initiatives, working closely with stakeholders to ensure successful adoption of new systems and processes.
  • Developed strong relationships with clients as a trusted advisor on SAP implementation best practices.
  • Boosted user adoption through comprehensive training sessions and post-implementation support for end users.
  • Ensured data integrity by implementing rigorous controls over master data maintenance procedures in the SAP environment.
  • Mitigated risks during system upgrades by conducting thorough impact assessments and devising risk mitigation strategies.
  • Assisted technical team members in resolving issues related to interface design between various systems used within an organization.
  • Collaborated with cross-functional teams to design, test, and deploy integrated SAP solutions for complex business scenarios.
  • Increased client satisfaction, providing expert guidance on best practices in SAP functional areas.
  • Achieved project objectives within budget constraints while maintaining high-quality deliverables through efficient resource allocation and prioritization.
  • Enhanced system efficiency by implementing SAP solutions and optimizing business processes for clients.
  • Validated configuration designs against business requirements to ensure accuracy and completeness before moving forward with implementation efforts.
  • Identified opportunities for process improvement by conducting regular reviews of existing workflows within the organization''s operational framework.
  • Successfully managed end-to-end implementations of multiple SAP projects, ensuring timely delivery and quality results.
  • Offered input for complex documents to support client-ready final versions.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.

Education

Bachelor of Science - Information Technology

Adamson University
Ermita, Metro Manila, Philippines
06.2025 - 03.2025

Skills

Performance testing

System administration

Product training

Technical documents comprehension

Remote support

Software installation

Remote technical support

Technical issue analysis

Quality assurance

System diagnostics

ITIL framework

Troubleshooting and Diagnostics

Product knowledge

Analytical thinking

Teamwork and collaboration

Timeline

Bachelor of Science - Information Technology

Adamson University
06.2025 - 03.2025

Technical Support Analyst

Infor
02.2017 - Current

SAP Functional Consultant

Accenture
11.2011 - 01.2017

Similar Profiles

CREATE PROFILE
John Morris Delos SantosTechnical Support Analyst