John Paul Serrano
BOCAUE,BUL
Summary
Dedicated IT professional seeking a Technical Support position where I can leverage my expertise in troubleshooting, customer service, and technical systems to contribute to organizational growth and success.
Overview
10
10
years of professional experience
Work History
Support Specialist
LIV Information Technology
Melbourne, Australia (Remote)
10.2022 - 12.2024
- Company Overview: Support Technology
- Provided comprehensive IT support, including diagnosing and resolving technical issues across hardware, software, and networks
- Created, prioritized, and managed tickets to ensure timely resolution of client requests
- Executed efficient user onboarding and offboarding processes, managing account setups and deactivations
- Conducted regular firmware updates and ensured compatibility for all network equipment
- Installed, configured, and maintained a wide range of IT systems, ensuring optimal performance and security
- Developed and maintained thorough IT documentation for streamlined operations and knowledge sharing
- Provided training and technical guidance to users, fostering self-sufficiency and minimizing downtime
- Support Technology
Network Support Engineer
CSS Corp
Taguig City
04.2021 - 08.2021
- Provided product and network support, managing tickets from creation to resolution
- Configured and installed network devices, including routers, switches, and firewalls
- Monitored and optimized network performance through regular troubleshooting
Technical Support Representative
Lizardbear Tasking, Inc.
Meycauayan City
04.2021 - 08.2021
- Identifying hardware and software solutions and troubleshooting technical issues
- Resolving network issues
- Installing and configuring Home Security device and software
- Following up with clients to ensure the problem is resolved
- Providing support in the form of procedural documentation
Technical Support Representative
Sitel Philippines
Pasig City
08.2019 - 01.2021
- Resolved hardware, software, and network-related issues efficiently
- Installed and configured various IT systems and applications
Video Editor
Freelance
01.2018 - 12.2019
- Delivered edits on time for reviews and final delivery.
- Organized and worked with raw footage from multiple cameras and sources.
- Delivered edits with multiple camera angle choices, titles, graphics, audio, and special effects.
- Conceived, crafted and executed dynamic video edits to captivate target audiences and accomplish project objectives.
Customer Service Representative
TELETECH OFFSHORE INVESTMENTS
Quezon City
12.2018 - 05.2019
- Delivered exceptional customer service, maintaining professionalism and empathy
- Managed customer inquiries and complaints, ensuring prompt resolutions
Technical Support Representative
Vxi Global Holdings b.v.
Quezon City
04.2016 - 12.2017
- Provided end-to-end technical support, including troubleshooting and documentation
- Worked closely with customers to ensure issues were resolved promptly
Technical Support Representative
The Results Company
Pasig City
11.2014 - 03.2016
- Provided end-to-end technical support, including troubleshooting and documentation
- Worked closely with customers to ensure issues were resolved promptly
Education
Associate degree - Computer Science
Asian Institute of Computer Studies
01.2012
Skills
- Leadership experience
- Technical support
- End user support
- Remote desktop management
- End-user training
- VoIP support
- Ticket support system management
- Network troubleshooting
- Teamwork and collaboration
- Technical troubleshooting
Affiliation
Head of Multimedia Ministry
Jesus Our Master Christian Church, Bocaue City
January 2019 – Present
- Led the planning and execution of multimedia initiatives to support church services and events.
- Managed a team by delegating tasks in graphic design, video editing, and social media content creation.
- Directed live streaming operations, ensuring smooth and high-quality broadcasts.
- Designed and maintained technical setups for lighting, sound, and audiovisual equipment.
- Provided technical training to team members to foster continuous skill development.
- Developed and implemented strategies to enhance the church's online presence and engagement through innovative multimedia solutions
Personal Information
- Citizenship: Filipino
- Date of Birth: 05/21/94
- Marital Status: Married
- Religion: Born Again Christian
Timeline
Support Specialist
LIV Information Technology
10.2022 - 12.2024
Network Support Engineer
CSS Corp
04.2021 - 08.2021
Technical Support Representative
Lizardbear Tasking, Inc.
04.2021 - 08.2021
Technical Support Representative
Sitel Philippines
08.2019 - 01.2021
Customer Service Representative
TELETECH OFFSHORE INVESTMENTS
12.2018 - 05.2019
Video Editor
Freelance
01.2018 - 12.2019
Technical Support Representative
Vxi Global Holdings b.v.
04.2016 - 12.2017
Technical Support Representative
The Results Company
11.2014 - 03.2016
Associate degree - Computer Science
Asian Institute of Computer Studies