John Erick Mateo Training Lead, IT Analyst
PhilippinesJohn Erick G. Mateo
834 Lopez Jaena St.
Caridad, Cavite City
Philippines 4100
Email: [email protected]
Contact Number: +639751129002
Goal: To be able to use the knowledge that I have acquired during my studies and work experience to become successful in life.
Skills:
skilled in PC troubleshooting (Hardware/ Software)
Knowledge in PC Cloning (Reimaging) using Symantec Ghost
Basic knowledge in troubleshooting Blackberry phones
Basic knowledge in network connectivity troubleshooting (IP, DNS)
Knowledge in Windows OS (Windows 7 and 10)
Knowledge in AVAYA VoIP phones troubleshooting
Knowledge in HEAT Ticketing System
Computer Literate, able to use MS Office applications ( Word, Excel, PowerPoint)
Basic knowledge in photo editing using Adobe Photoshop
Basic knowledge in video editing (After effects, Filmora and Cinema 4D)
Knowledge in using Dameware Remote Application.
Basic Knowledge in troubleshooting Android and IOS devices
skills in SAP PO processing
Knowledge in Sysconf Tool
experienced Salesforce BFO (bridge front office) user
ASLAN (Customer Experience +) Certified trainer – Creating Loyal Customers
Basic knowledge on the NICE application.
Training skills
Job Experience:
One Global
Outbound Call Center Agent (6 months)
June 2006- November 2006
(Ortigas, Philippines)
Task: conducts outbound calls and inviting potential customers to a timeshare presentation, process credit card payments. Was recognized as top agent for 2 consecutive months
PNI – KMPG
Outbound Call Center Agent (3 months)
November 2006 – February 2007
(Ortigas, Philippines)
Task: conducts outbound calls and sells federal grant manuals and processes credit card payments.
ALCI
IT Technical Engineer (4 months)
February – June 2007
(Makati, Philippines)
Task: act as an outsite IT engineer for BPO clients. fix and troubleshoot hardware and software issues.
APAC Customer Services Inc.
IT Technical Analyst (4 years)
June 4, 2007 – June 11, 2011
(Alabang, Philippines)
Task: troubleshoot and fix any IT related concerns. (hardware and software concerns), fix voip phone and attend system issue calls. assist clients, deploys and reimage work stations and fix VoIP phones.
ENC Data Encoding
Data Encoder
July 9, 2011 – July 14, 2012
Task:encodes phone directory pages into the computer.
Schneider Electric Logistics
Customer Care Executive (Singapore)
July 16, 2012 – June 2015
Task:
receives inbound calls from customers
handled VIP OEM and System Integrator customers.
order processing and inquiry.
coordinate with sales team regarding pricing (quotes and contracts)
Customer Care Associate (New Zealand)
June 2015 – May 2017
Task:
processes all request from the customers (orders, returns, credit, complaints, quote requests and inquiry)
acted as the team POC, handled the teams productivity report and performance, error review and escalations.
handled VIP and Tailored care customer accounts.
handled Export customers
coordinate with sales team regarding pricing (quotes and contracts)
Pacific Operations Training Lead
May 2017 – Present
Task:
provides new hire trainings, assessments, coaching and soft skills trainings.
provided VIP and Tailored Care customer handling trainings.
conducted ASLAN training for the entire Pacific operations (Australia and New Zealand) since i am an ASLAN Certified Trainer.
provided remote trainings to associates located in Australia.
handled process improvement, updating and reviewing work instructions and simplifying the processes.
root cause analysis on errors committed by the associates and provides refresher training/coaching.
Freelance IT Technician
July 12, 2007 – present
Additional Information:
Internal Assets Coordinator when I was in APAC wherein I was the one in charge of all equipment’s that are being delivered and disposed from the company.
I was the IT point person of for most of the major healthcare client in the company (APAC).
Head of the Art Department of the engagement team (PPAT) and is one of the pioneer member.
Was the chairman of PPAT (Project People Advocate Team) which is the engagement team of the department – 2016.
Team training for the PACIFIC (Australia and New Zealand) regarding SAP navigations, system and processes
Aslan Certified trainer
Cascading and providing training for new tasks and updates.
Was part of the process improvement task for all processes for the Pacific Operations
Responsible for running and sending reports (productivity and operations)
Currently handing export orders and transactions.
Daily queue monitoring
Real time headcount allocation on tasks to ensure sufficient work force per task is available.
Providing updates and action plans on daily operations for PZ Cavite.
Manual creation of schedules (rest day and breaks) for the PZ Cavite operations.
Pioneered the new task transfer from AU to Cavite
Pioneered the workforce planning for PZ Cavite which includes the 24/7 operations
Currently handling the workforce real time analysis for the PACIFIC operations.
Educational Background:
Tertiary Years Attended
San Sebastian College Recoletos – Inc 2003 – 2006
(Cavite City – Philippines)
Course: Associate in Computer Technology
Secondary
Cavite National High School 1998 – 2003
(Cavite City – Philippines)
Primary
Ladislao Diwa Elementary School 1992 – 1998
(Cavite City – Philippines)
Personal Information:
Height: 5’7
Weight: 150 lbs.
Citizenship: Filipino
Language Spoken: English and Tagalog
Birth date: September 6, 1985
Birth Place: Binakayan, Cavite
Fathers Name: Enrico A. Mateo
Mothers Name: Nora S. Guevarra (deceased)
Character Reference:
Name: Riency Cailes
Position: CCC Pacific Team Manager
Contact Number: +639175116140
Email: [email protected]
Company: Schneider Electric
Name: Kevin Lynn
Contact Number: +64212258802
Email: [email protected]
Position: General Manager
Company: Schneider Electric
I hereby certify that all information indicated are true and correct to the best of my knowledge. If you have further questions, please feel free to contact me.
______________________________________
John Erick G. Mateo