Candidate No. 480832
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John Harvey

Customer Support

Inbound Sales Representative

Technical Support Specialist

Skills

★★★ Advanced:

Software Troubleshooting, Business Software, Software documentation, IT Technical Support, more

★★ Intermediate:

Computer Hardware, Hardware Troubleshooting, Hardware Support, more

Hourly Rate Gauge

Today's value  AUD $14.88

$13.13

if $ 1 = PHP 42

$16.43

if $ 1 = PHP 30
Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

Employment Preferences

Availability:

 Part Time Full Time

Preferred Timezone:

New Zealand Daylight Time, Australian Eastern Standard Time, Australian Central Standard Time, Australian Western Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

Part Time: AUD $14.88 per hour or $1289.32 per month
Full Time: AUD $14.88 per hour or $2578.63 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Harvey is a graduate with a Bachelor of Arts in Journalism, he then went to work in the BPO Industry. His expertise is in Sales and Technical support for the last 10 years:
  • OS Maintenance
  • Outage Reporting
  • Resolving MS Office 365 Installation issues
  • MS Sharepoint site creation
  • Resolving Software and hardware installation issues
  • System Server Administration and troubleshooting
  • Ticket management
  • Network management
  • Mobile management
  • Accounts management
He is also proficient in the following tools:
  • ServiceNow
  • TED
  • Zendesk
  • Solarwinds
  • BMC Remedy
  • Webex
  • Logmein
  • Active Directories
  • VMware
  • HyperV
He is available to start after 1 week notice

Predictive Index Profile - The Maverick
https://www.predictiveindex.com/reference-profile/maverick/

Strongest Behaviors
  • Risk-taking, daring, and focus on future goals; this individual is more concerned with where they’re going than either how they’ll get there, or where they’ve been. Adaptable, operates flexibly.
  • Proactivity, assertiveness, and sense of urgency in driving to reach personal goals. Openly challenges the world.
  • Independent in putting forth their own ideas, which are often innovative and, if implemented, cause change. Resourcefully works through or around anything blocking completion of what they want to accomplish; aggressive when challenged.
Behavioral Summary

A very independent, confident, decisive, self-starter, intense and driving. He  has a strong sense of urgency, can react and adjust quickly to changing conditions, generate novel ideas, and deal with them swiftly. His drive is directed at getting the important things done. Competitive, ambitious and venturesome, He respond positively and actively to challenge and pressure, always sure of an ability to handle problems and people. He is also outgoing and poised; a forceful, animated, communicator tending to be more authoritative than persuasive in style. He talk briskly, with assurance and conviction and are a stimulating influence on others, while being direct, determined and flexible.
Employment History
Sales Representative SME
Industry:Not ApplicableEmployment Period:January 1970 to January 1970 (1 Month)Duties and Responsibilities:(With 2 years of call center experience) - Performed numerous selling of our service which is an American TV service account (DISH Network) which provides 100% digital and crisp clear HD quality programming for our customers. - As part of the Support Team, I made sure to guide my team members on the proper way of closing a sale and to organize monthly report for their performance so we can work on their areas of improvement.
Technical Support Representative Level 2
Industry:Not ApplicableEmployment Period:August 2013 to June 2014 (10 Months)Duties and Responsibilities:(With 10 months of call center experience) - Performed advance internet troubleshooting for all operating systems (MAC, Windows and Linux) and provided full email support for Time Warner Cable customers. As a Tier 2 technical representative, we also support billing inquiries and did transitional selling for customers who wishes to upgrade their internet package.
Team Manager for Technical and Customer Support
Industry:Not ApplicableEmployment Period:November 2009 to June 2010 (7 Months)Duties and Responsibilities:Performed technical remote access for troubleshooting computer problems of our customers in regards to their anti-virus software which our account is handling. I was promoted to Team Lead after 3 months and did advance troubleshooting as well as taking in escalation calls when necessary. After the McAfee account was moved back to India, I was tasked to lead a team for H & R Block, a finance account from our company which offers great solution for quick loans and tax returns. SPI Global Services
Team Manager for Technical Account
Industry:Not ApplicableEmployment Period:July 2012 to July 2013 (12 Months)Duties and Responsibilities:(With 1 year experience as part of Operations Team) - Performed Level 2 technical troubleshooting pertaining to customers' internet and phone service for Comcast account. Providing weekly training to my team so as to make sure that everyone is streamlined with the process. In addition, my team performed numerous selling in upgrading customers' package, specifically upgrading them to triple-play (TV, phone and internet) packages. - As their Team Lead, I've done one-on-one coaching sessions to each of my team members so as to help and motivate them on doing their best specially on call handling and utilizing the Knowledge Base Articles for correct troubleshooting steps. - Being their Team Lead, I had to make sure that I do know their feelings towards work and their colleagues so I would be able to help them emotionally and psychologically to be better at work and best as a human being.
Technical Support Representative Level 2 Subject Matter Expert
Industry:Not ApplicableEmployment Period:July 2014 to September 2015 (14 Months)Duties and Responsibilities:(With 1 year and 2 months of call center experience) - Performed advance internet troubleshooting for customers of an Australian Telco Company (Telstra) with additional support for email setup. As a Technical support Level 2 consultant, we make sure that we case manage every calls we receive so as for proper resolution of our customers' internet fault.
Subject Matter Expert
Industry:Not ApplicableEmployment Period:January 1970 to January 1970 (1 Month)Duties and Responsibilities:Remote Desktop Support (Level 2) (With about 4 years and 11 months of IT Helpdesk experience) - Performed Service Desk support over the phone in relation to computer hardware and software issues, VPN and internet connection issues, email clients, SAP, Microsoft O365 products installation and issues, SharePoint site creation and reported issues, as well as doing installation of network and local printers - As part of the Event Management Support, we are tasked to monitor ongoing outage, report and upload Outage Report to the Sharepoint site and coordinate to the resolving teams thru a call bridge to discuss the issue as well as to get a resolution of the incident. - Doing queue management using CMS Supervisor application and making the schedules for break and lunch for the agents in a way that it will be favorable to the forecasted call volume per hour. In this way, all calls will be catered as much as possible and limit the number of Abandoned calls. - As an SME, I am tasked to extract reports from SAP so as to perform the DSAT Analysis, FCR Analysis and Ticket Audits for the agents. - It is also part of my job to scrub tickets on ITSM and check on SLA Breached tickets as well as those P2 ticket so as to work on them with due diligence and urgency with the help of our escalation partners if necessary. - Another part of my task is to create training materials to the agents and have it implemented via training sessions and modules so as to make sure that agents are streamlined on the current Service Desk process.
IT Service/Helpdesk Support Level 2
Industry:Not ApplicableEmployment Period:January 1970 to January 2023 (636 Months)Duties and Responsibilities:(With about 1 year and 6 months of intense Level 2 Service Desk experience) - Performed numerous troubleshooting related to Network printers and scanners - Manages both Linux and Windows servers and making sure that updates are being pushed accordingly - Perform network monitoring for all related Network devices (routers, switches, ATMs, etc) - Perform rdp sessions for vmware servers to make sure that storage capacity (RAM, ROM, network drives) are all working and on-par with other vmware servers, making sure that applications that are hosted on the servers are working great - Scrub and work on backlog tickets of L1 agents to make sure that SLA is being reached - Works hand in hand with other Escalation groups whenever there is a scheduled maintenance or upgrade being done to a specific site or system that affects multiple users via call bridge or Webex so as to discuss any alternatives on accessing those links, application or system. - Supporting multiple FIS and bank applications (IBS, Image Centre, FISERV applications, etc) and making sure that these applications are running on optimal mode - Supports mobile devices via our Mobile Management tool called MaaS360 to make sure that users are able to access the bank's resources including their meetings and emails
Education History

Field of Study:

Not Applicable

Major:

Not Applicable

Graduation Date:

January 2005

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Software Troubleshooting, Business Software, Software documentation, IT Technical Support, Technical Documentation, Technical Support, Technical Installations, Microsoft Technical Support, HelpDesk Ticketing, Ticketing System, Linux Server Administration, Server Administration, Web Server Administration, Windows Server Administration

★★ Intermediate:
Computer Hardware, Hardware Troubleshooting, Hardware Support

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

Not Applicable

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Acer

Processor:

i7 - 11th Gen

Operating System:

Windows 11