Regan Batoctoy
IT Specialist
Cebu 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
IT Specialist/Data Analyst
Supreme Contact Centre Inc
19F Tycoon Centre Building, Pearl Drive, San Antonio, Pasig City
06.2019 - 05.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Performed server backups and changed and replaced backup tapes daily.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
IT Specialist/Desktop Support Technician
Callvation LLC
Cebu/Baguio Office, Philippines &Port Saint Lucie, FL USA
07.2016 - 12.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
IT Specialist/Desktop Support Technician
LCI Solution Inc.
869 A. S. Fortuna St, Mandaue City, 6014 Cebu
03.2014 - 12.2015
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Performed server backups and changed and replaced backup tapes daily.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Education
Computer Technician - Comptech
02.2013 - 07.2013
Electrican -
08.2013 - 12.2013
Skills
Application installations
Technical issue analysis
Disaster Recovery
TCP/IP
Technical issues analysis
Desktop support
Windows 10
PC component diagnostics
Microsoft Outlook
Technical Support
Issue troubleshooting
Ticket support system management
Network diagnostics
Timeline
IT Specialist/Data Analyst - Supreme Contact Centre Inc
06.2019 - 05.2023
IT Specialist/Desktop Support Technician - Callvation LLC
07.2016 - 12.2018
IT Specialist/Desktop Support Technician - LCI Solution Inc.
03.2014 - 12.2015
DMDP ( Department of Manpower Devel & Placement) - Electrican ,
08.2013 - 12.2013
DMDP ( Department of Manpower Devel & Placement) - Computer Technician, Comptech
02.2013 - 07.2013