John Roy Rejesus
Baguio City, Province Of Benguet
Summary
Dynamic technology support professional with a proven track record at Accenture, excelling in incident management and customer relations. I am adept at troubleshooting a wide array of issues ranging from simple to complex and enhancing user experience through effective communication. I am committed to continuous learning and collaboration, leveraging programming and troubleshooting skills to drive process improvements and elevate support quality.
I am the type of person who believes in continuous learning for personal growth, and I always love to explore other areas that I want to be professional and confident at. I have the drive and passion to succeed and help support people around me.
Overview
5
5
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Technology Support Associate
Accenture
12.2022 - 03.2025
- Increased support quality with thorough hardware and software troubleshooting and problem-solving techniques.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Initiated follow-up phone calls/chats to client's concerning resolved issues to enhance platform experience.
- Maintained a high level of professionalism while interacting with diverse clientele, fostering strong relationships.
- Delivered prompt resolutions to complex/wide array of issues through effective escalation, incident management and collaboration with specialized departments.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Played an active role in continuous improvement initiatives aimed at refining departmental processes and increasing overall support effectiveness.
Drug Safety Associate/Safety Operations Specialist
IQVIA
12.2020 - 01.2022
- Navigated intricacies of drug safety databases to process adverse event reports.
- Facilitated effective communication between clinical teams and pharmacovigilance staff for coordinated response efforts.
- Collaborated with cross-functional teams to develop risk mitigation strategies for drug products.
- Improved patient safety by accurately reviewing and processing adverse event reports.
- Performed quality control checks on drug safety reports, ensuring accuracy and completeness of information before submission to regulatory authorities.
- Enhanced drug safety monitoring with thorough assessment of case data and identification of potential risks.
- Participated in ongoing training programs, honing skills necessary for success in the field of pharmacovigilance.
- Assisted in the development and implementation of training materials, contributing to the ongoing education of fellow Drug Safety Associates.
- Maintained awareness of performance metrics to remain within established limits.
Sr Reference File Maintainer Associate
Collabera Technologies
02.2020 - 11.2020
- Established strong relationships with healthcare providers, facilitating effective communication across departments and teams.
- Analyzed customer data to identify trends and anticipate customer needs.
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
- Developed strong rapport with healthcare providers and created positive impression of business.
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
Education
Bachelor of Science - Information Technology
University of The Cordilleras
Baguio City, Province Of Benguet, Philippines08-2019
Skills
- Information Security Management
- Incident Management
- Computer Hardware and Software Troubleshooting
- Issue escalation
- Programming Languages (Java, Python, C, Angular JS)
- Helpdesk operations
- Networking Fundamentals
- Experienced with Active Directory Management
- Skilled in Managing Azure Virtual Desktop Environments
- Skilled in Utilizing Amazon Web Services
- Skilled in Navigating ServiceNow Portal
- Site Reliability Engineering
- Strong Customer relations and Communication
- Effective Problem Solving and Analytical Thinking
- Teamwork and collaboration
- Attention to detail
- Strong Desire for Continuous Learning and Personal Growth
- Adaptability and flexibility
Accomplishments
- Achieved being the Top Support Analyst with Perfect IVR/Survey Scores by delivering outstanding customer support with accuracy and efficiency.
Certification
- Skillsoft - Site Reliability Engineering
- Skillsoft - SRE Troubleshooting Tools
- Skillsoft - Distributed Reliability
- Skillsoft - Cloud and Containers for the SRE
- Skillsoft - Windows Client Backup and Recovery Tools
- Skillsoft - An Executive's Guide to Security
Languages
English
Advanced (C1)
Timeline
SW/App/Cloud Technology Support Associate
Accenture
12.2022 - 03.2025
Drug Safety Associate/Safety Operations Specialist
IQVIA
12.2020 - 01.2022
Sr Reference File Maintainer Associate
Collabera Technologies
02.2020 - 11.2020
Bachelor of Science - Information Technology
University of The Cordilleras
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