Regan Batoctoy

Work History

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.

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.

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.