Senior IT & Admin Support | Customer Experience Specialist
Hello! I'm John Maurice Tolentino, a reliable and detail-oriented Administrative Support and Customer Service Representative with strong background in IT and Technical Support. I worked with a US-based company, where I handled outbound and inbound calls, led follow-ups, and coordinated daily with the team.
As a Senior IT Support and Customer Experience Professional with 15 years of experience in technical support, website development, SaaS platforms, and customer success. Proven track record of managing complex technical projects, improving customer experience, and supporting enterprise-level clients. Highly skilled in troubleshooting, automation, CRM systems, and website deployment. Recognized for strong communication, technical expertise, digital operations management, and ability to resolve high impact issues efficiently.
CORE TECHNICAL SKILLS
Technical Support & IT Operations
• Enterprise IT Support
• Service Desk (L1 & L2)
• Active Directory & Access Management
• Remote Troubleshooting
• Hardware / Software Support
• Network Issue Resolution
SaaS & Web Development
• WordPress
• HTML / CSS / JavaScript
• Website Deployment
• Domain & Hosting Configuration
• SEO Optimization
• ConvertKit
Customer Experience & Operations
• Customer Success
• Escalation Management
• Customer Onboarding
• Process Improvement
• Knowledge Base Documentation
• Team Coaching & Mentoring
Tools & Platforms
• Salesforce
• Zendesk
• ServiceNow
• Oracle
• Active Directory
• Microsoft 365
• Google Workspace
• TeamViewer
• Microsoft Office
Digital & Administrative Operations
• Project Management
• Data Entry & Research
• Email & Calendar Management
• Social Media Management
• Graphic Design (Photoshop, Canva)
PROFESSIONAL HIGHLIGHTS
• Technical Support Engineer
• IT Service Desk Analyst
• Operations Support Specialist
• SaaS Product Specialist
• Enterprise IT Support Experience
• Customer Success Specialist
• Virtual Assistant (Technical)
• Website Development & Deployment
• CRM & Automation Expertise
• Business Owner & Entrepreneur
TRAINING & CERTIFICATION:
• Remote Technical Support &
Troubleshooting Training
(Professional Development)
• ConvertKit Platform Specialist Training
• AI Tools for Business
Productivity Training
• Project Management
Fundamentals Training
• Digital Marketing & Social Media
Management Certification
AWARDS & RECOGNITION
• Technical Support & Customer Experience
(Top Performer)
• Customer Satisfaction Excellence Award
• Remote Support Excellence Award
• High SLA Compliance Achievement Award
•Team Performance Improvement Award
• Top Sales Performer Award
• Customer Experience Leadership Award
• Digital Marketing & Growth Recognition
