Jerome Carl Aquino
As an IT Professional with 2 year of experience and 4 year of experience working in the
BPO Industry. Assist users in resolving IT related concerns such as but not limited to
active directory troubleshooting, deskop, mobile phone and network troubleshooting,
EXPERIENCE
Foundever, Eton Cyberpod. Ortigas, Pasig — Technical
Support Representative
Nov 2015 - March 2019
- Provide support to the customer to manage their account
#23 4th ave, champaca ext.
Fortune, Marikina City
Phone: +: 639388632436
jeromecarlaquino01@gmail.com
SKILLS
​- Basic Knowledge with
ticketing system such as JIRA
and Zendesk
​- Basic Knowledge with
Networking and routing
- Help customer in regards with their issues with the
protocols(DHCP, Static IP,
game(Troubleshooting,bug report and customer feedback)
DNS and ETC)
Foundever, Eton Cyberpod. Ortigas, Pasig — Customer
Support Representative
March 2019 - Feb 2020
- Assist the customer via phone and chat in regards with their billing,
complaint about the Product and etc in a professional manner
Foundever, Ortigas Technopoint One, Pasig — Service
Desk
​- Excellent Communications
Skills
​- Extensive Knowledge on
Troubleshooting/Maintenanc
e of the Windows Operating
System
​
Feb 2020 - March 2021
- Determine the level of severity (service effecting/revenue generating) of
reported problems and escalate as necessary to minimize time to
resolution.
- Streamline the process of receiving, logging, escalating, and resolving
support requests.
Foundever, Ortigas Technopoint One, Pasig — SR.
Specialist IT
March 2021 - Present
- Service Desk analyst support at the 1st & 2nd levels of the problem
resolution process
- Assist with the continuous improvement of support methods for remote
employees in order to uphold high levels of customer service across the
organization
- Support of Active Directory as well as setup & administration of user
accounts for all internal services (email, VPN, intranet sites)
EDUCATION
STI College Marikina City
Branch - Graduate of
Associate in Computer
Technology
2013 - 2015