John Phillip Cagatin
IT Support Specialist
Quezon City
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
Work History
Technical Support Representative
TELETECH
05.2012 - 11.2012
- Inbound and Outbound call to Verizon Internet Provider customers via Avaya Software tool.
- Provided over the phone assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Helped customers fix their Internet connection and other technical assistance.
Data Quality Analyst
REED ELSEVIER PHILIPPINES
03.2013 - 04.2018
- Validate and Analyze Data provided by the Business unit.
- Gather information of Legal, Corporation and Organization from approved sites.
- Generate Monthly reports and discuss with the Shareholders.
- Created custom dashboards for real-time monitoring of key performance indicators related to data quality management efforts.
- Evaluated large datasets for quality and accuracy.
- Collaborated with stakeholders to identify business needs and data sources.
- Improved data quality by implementing rigorous validation processes and automated checks.
IT Support Specialist
Reed Elsevier Shared Services
04.2018 - Current
- Provide assistance for Reed Elsevier employees on their Technical issues both Hardware nor Software.
- Configure Laptop designated for each Department's designated builds.
- Troubleshoot and provide resolutions and advice given to all Technical issues of REPH business.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Supported critical business applications'' uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Education
Holy Spirit National High School
Holy Spirit Quezon City2008
Doña Juana Elementary School
Holy Spirit Quezon City2004
Bachelor of Science And Information Technology - Information Technology
Quezon City University
San Bartolome, Novaliches, Quezon City 04.2001 -
Skills
Computer Literacy/Application - MS Word/Excel/Access/PowerPointKnowledge in Computer Assembling/TroubleshootingBasic in networking and IP addressingMS Visual Basic 60/NET w/ database MS ACCESS and Data report/ MySQLKnowledge in different ADOBE applications – Photoshop CS4 / Premiere CS4/ After Effects CS4/ Audition CS4 / Flash CS4HTML/ PHP/ Java Programming / CSS
Laptop Servicing
Hardware diagnostics
Time Management
Help Desk Support
Multitasking Abilities
Task Prioritization
System Configuration
Troubleshooting Network Issues
Seminars Workshops Attended
- Systrack Lakeside Monitoring Tool
- ITIL Certification Courses
- (TESDA) Java Programming Training, Kor-Phil I.T Center, 04/23/12 - 05/26/12
- Android Information Seminar, Quezon City Polytechnic University, 02/21/12
- Software Freedom Day, National Computer Center C.P Garcia Avenue, U.P Diliman, Quezon City, 09/17/11
- Fundamentals of Fiber Optics, Quezon City Polytechnic University, 03/14/12
Personal Information
- Age: 32 years old
- Place of Birth: Quezon City
- Marital Status: Married
- Religion: Roman Catholic
Timeline
IT Support Specialist
Reed Elsevier Shared Services
04.2018 - Current
Data Quality Analyst
REED ELSEVIER PHILIPPINES
03.2013 - 04.2018
Technical Support Representative
TELETECH
05.2012 - 11.2012
Bachelor of Science And Information Technology - Information Technology
Quezon City University
04.2001 -
Holy Spirit National High School
Doña Juana Elementary School