John Ramos
johnemilramos@gmail.com | 63961840000
Manila Philippines
Plug & Play.
Minimum Supervision.
High Quality Yield.
With over 9 years of hands-on experience in Customer & Technical Support and People Management, I thrive on streamlining processes and enhancing customer experiences. I've successfully led diverse teams and brought solutions to operational issues, always aiming to make our day to day more efficient and workplaces more positive. My technical know-how, combined with a keen understanding of what customers need, allows me to provide top-notch service and support, helping companies achieve their goals and build lasting customer loyalty. Customer Success and Operational Efficiency are my offer.
Work Experiences
Zoomforth 2020-2024 (Remote) – 4 years
Support Executive & QA (CS)
I am responsible for resolving issues and providing onboarding assistance to new clients, as well as ongoing support to our existing clients. My main focus is on website development, design, and troubleshooting. I interact with customers through various channels, ensuring their concerns are addressed promptly and accurately.
I maintain detailed records, gather feedback, and provide product knowledge, break-fix troubleshooting, and onboarding assistance to new clients. I collaborate with other departments, such as the Account Management team and engineering, to resolve complex issues efficiently. My goal is to meet performance metrics and build positive customer relationships.
Core Skills: Customer & Technical Service, Analytics and Reporting, Product Configuration, Onboarding Clients, Operational Tasks.
Tech Skills: CSS, HTML, Web Design, Google Analytics, Marketing Ads.
Tools: Zoomforth, Intercom, Asana, Productboard, Figma
Clients Supported: Deloitte, KPMG, PwC, Supercell…
Reason for Leaving: Downsizing, company had to cut 80% of their manpower, root-cause -> AI. We are in a website making business, with AI, our clients started cost-cutting as well to funnel their projects towards AI. Product has not evolved to welcome AI yet.
Transputec 2016 – 2020 (Remote) – 4 years
Service Desk / L2 Tech Support
Location: London UK
I provide initial point-of-contact support to customers, assisting with IT hardware and software problems via phone, email, and remote assistance. My responsibilities include answering support queries, maintaining high customer service standards, and adhering our known SLAs. I take ownership of user incidents, log all calls on the Service Desk ticketing system, and capture accurate information from users to highlight CI relationships (Asset Management).
I respond to user requests, resolve hardware or software issues, and offer guidance on IT equipment use. For more complex issues, I escalate calls after capturing all relevant information. Additionally, I work with third-party technical support when necessary and highlight trends and major incidents to the 1st line team leader immediately.
I’m also responsible for managing O365 environment for 3 major accounts of the company consisting of more than 2,000 employees combined. Major projects I participated in is around User & File Management, Active Directory Management, Windows 7 and 10 Break-fix, VOIP troubleshooting and troubleshooting email delivery. Managing Folder and Access permissions of our clients.
Core Skills: Customer Service & Technical Support
Tech Skills: O365, Active Directory, VPN,
Tools: RDA Applications, Citrix,
Clients Supported: IMG, HobbyCraft, Pinnacle…
Reason for leaving: I was invited by my previous manager to work on their company. Better opportunity and growth.
Salesforce (Office-Based) 2014 – 2016 – 2 years
Account Manager
Overseeing the entire day to day Operations of 1 LOB Account (Salesforce) supporting Email & Desktop Integration Support consisting of 80 FTEs- Database Administrators, 3 SMEs, and 3 Team Managers from 3 different regions (AMER, EMEA and APAC). Awarded as the Top Manager “Globally” from Salesforce, beating 3 Vendor including in-house client. My goal was to be the vendor of choice among all existing Partner Support that includes HCL, Cognizant, Accenture and Telus.
Core Skills: Team & Project Management
Tech Skills: Salesforce, Salesforce1.
Tools: Salesforce
Clients Supported: All Salesforce clients
Reason for Leaving: Had to explore remote work, wife went overseas for work and I have 5 year old kid with me.
Exposed Systems and Platforms
CRM
Salesforce, Hubspot, Remedy
Ticketing Systems
Salesforce, Zendesk, Intrercom, Remedy, Freshdesk
Project Management Tools
Asana, ClickUp, Notion, Monday.com
Network, O365, OS, Google
Proficient in network troubleshooting, advanced in O365 management, and highly skilled in Microsoft and Google products and services.
CRM,CMS, Database, Ticketing
Familiar with the most utilized ticketing system out there. Intercom, Zendesk, Helpscout
Team & Project Management
Handled multiple projects in the past. Experience with the most common project management tools like Asana, Notion, ClickUp and Monday.com
WordPress, Website Dev.
Knows website development: skilled in HTML, CSS, responsive design, SEO, user experience, and integrating backend technologies.
Hired as level 1 support and promoted as level 2 in less than 6 months.
Education
Bachelors in I.T and Information System
De La Salle Lipa University | 2005-2010
Graduated with Honors
Secondary High School
Oblates of St. Joseph | 2001 – 2005
Graduated with Honors
Certifications
ITIL V3 Certification
Six Sigma White Belt Certified
SFDC ADM 201 & 211 Certified
Microsoft (MCDST) – Certified Desktop Support Technician
80+
Handled People
32K
Words written
32
Countries visited
Working with John has been an exceptional experience. Their dedication to customer support is unparalleled.
Pauline Gilbert
Founder, Yellow Bird
John excels in people management, He’s a natural. He has the ability to lead and inspire their people around him.
Sophie Hanson
Blogger, MyThoughts
John is a rockstar! His attention to detail and strategic planning have saved us time and money. We’re lucky to have John keeping things on track.”
John Doe
Freelance Writer, AdStart