John Paolo Santorio

John Paolo Santorio

Technical Helpdesk / Desktop Support
Reply rate:
14.29%
Availability:
Part-time (20 hrs/wk)
Age:
37 years old
Location:
Cebu City, Cebu, Philippines
Experience:
12 years
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
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