JOHN PAOLO M. SANTORIO
25 Norma Terrace, 456566
Mobile No.: -
Email Address:-
Targeting: Entry level in a dynamic IT environment
Highly Qualified IT Helpdesk Support offering 9 years of strong and successful customer service background. Consistently recognized as one of the top Customer Representatives. Quickly learn and master new technology; equally successful in both team and self-directed environment. Highly proficient in a range of computer systems, languages, tools and testing methodologies.
Helpdesk / Technical Support
KEY SKILLS
Windows OS: XP/Vista/7 MS Office, MS Exchange, Active Directory
Client Mails: Email Set-up (MS Outlook, Outlook Express, Mac Mail), SMTP/POP, MS Exchange.
Network: TCP/IP, LAN and WAN Setup/troubleshooting, Networking & Internet Technologies, WLAN Technology. Routing, Firewall (OSPF,BGF)
Mobile Devices: Andriod, IOS and Blackberry
Modem/Router Configuration: (Actiontec, Zyxel, Motorola,ZTE,Aztech).
Tools/Software: CMS, AVAYA, ASPECT, QRx, MS Offices 2003 - 2010
Antivirus: Norton, McAfee.
Browsers: IE, Chrome, Firefox
Zendesk
SUMMARY
IT Helpdesk and Desktop Support for Singapore Management University September 2019 – Present
Provide first level technical support to staff, students, and alumni via physical (onsite) or remote assistance (via webex or team viewer).
Assist with account/ password related issues with the use of Active Directory
Troubleshoot IT related issues
Internet setup
Internet Connectivity
Email
Network Printer
Operating System and performance issues
Software issues
Setup new laptop for new hires and existing users
Join SMU domain
Install SMU image and software
Technical Helpdesk for MyRepublic LTD May 2016 – August 2019
Provided first level technical support to help customers resolve problems related to Internet access (via broadband, wifi), Operating Systems, email clients; cabling, router setup and others
Handled enquiries on MyRepublic product and services in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times
Respond and follow up promptly on all customer requests via emails and provide timely responses to enhance quality customer experience
Collect and channel feedback on customer issues, processes and service enhancement to Management as an ongoing process for striving for service excellence
provided statistics and information on the nature of calls and the customers’ issues, especially when there are new promotions and product launches
IT Onsite and Helpdesk for Juniper Networks, Inc. April, 2015 – April, 2016
Provide day-to-day technical support to internal employees for network infrastructure and internal desktop/laptop systems, for both software and hardware issues
Install, configure and troubleshoot desktop and laptop systems (Windows/MAC OS X) and peripherals
Apply company policies and procedures to resolve routine issues.
Troubleshoot software and hardware failures and identify problems.
Troubleshoot IT related issues
Internet and VPN connections
Configure/Troubleshoot network connectivity problems LAN/WLAN
Email Issues
Computer issues
Internal Juniper applications and softwares
Printer connection
User profile and password issues
Support employees both remotely and face-to-face, including the troubleshooting of remote access technologies.
Support employees both remotely and face-to-face, including the troubleshooting of remote access technologies.
Train employees on technology and upgrades.
Gather IT related issue and work with the proper IT support group
Manage and distribute the use of RSA Tokens (Soft/Hard/Mobile).
Fiber Helpdesk for Singtel through Activ Communications April, 2014 – March 2015
Responsible for the installation and maintenance of broadband services for Residential and Business.
Perform site survey to determine the routing of fiber optic cable.
Perform on site testing after installation and prepare documentation.
Provide technical support for sales representatives, clients and business partners.
Deliver technical- and sales-oriented solutions to clients and business partners.
Educate and persuade clients and business partners regarding the technical merits of solutions
Plan and implement optical fiber cabling, LAN cabling, telephony and wireless access points in customers premises
Plan and implement Wi-Fi network in customers’ premises.
Setup and configure equipment for broadband triple play services.
Carry out configuration on routers and switches.
Handle cable jumpering at cabinet or MDF room.
Configure 2wire, linksys, netgear and cisco routers with DHCP and MAC filtering
.
IT Helpdesk/ Technical Support September 2009 – February 2014 (Centurylink DSL/Telephone)
Handle post/pre sales for one of the leading internet providers for the US
Setup onboarding/ new customers on connecting their new devices
Setup a home network ensure train and authentication on our internet gateway
Configure/Troubleshoot network connectivity problems LAN/WLAN
Setup additional devices like mobile phones, tablet and other network activated devices
Configure advance router configuration firewall porting, Parental control, DMZ etc
Setup Static and Dynamic IP Network
Setup/Troubleshoot Web or Client Mail Outlook, Windows Mail etc
Setup network Security WEP, WPA, MAC/IP filtering
Guide customers in installing Antivirus and in cleaning their system
Dispatch/Schedule Technicians for field related issues and home wiring problems
All other related issues involving Centurylink and its partners
PERSONAL DETAILS
Date of Birth:December 17, 1986
Nationality:Filipino
EDUCATIONAL BACKGROUND
Elementary Year [From] - [To]
Corpus Christi Grade School 1993 - 1999
Address: Macasandig, Cagayan de Oro City, Philippines
Secondary
Corpus Christi High School 1999 - 2003
Address: Macasandig, Cagayan de Oro City, Philippines
College
Level: Bachelor's/College Degree 2003 - 2008
Field of Study: Engineering
Course: BS in Electronics and Communications
Institute/ University: Xavier University Ateneo de Cagayan
Address: Cagayan de Oro City, Philippines