John R.
Mid-Level VoIP Network Support Specialist
Open to offersNew to PlatformAbout
John R., a seasoned Technical Support Specialist, possesses over a decade of experience in resolving complex VoIP, PSTN, and IP-based network issues. He is transitioning to a role as an entry-level network engineer, underpinned by his profound knowledge in TCP/IP, DNS, DHCP, VPN, and SIP fault diagnosis. John demonstrated exceptional skill at TPG Telecom, acting as the point of contact for network matters and facilitating continuous communication between the NOC, access engineering, and network administration teams. During his tenure, he developed an internal automation tool to enhance VoIP diagnostics, establishing himself as the VoIP subject matter expert. His proficiency in AI-assisted troubleshooting and network protocols makes him an invaluable asset to any technical team. John holds a Bachelor of Science in Information Technology from Batangas State University.
Experience
Technical Compliance Officer
TPG Telecom · 2024 — 2025Managed data and voice cases focused on legal and customer-relations complaints, ensuring timely and compliant resolutions. Conducted team performance audits and initiated a calibration process that became the basis for the onboarding training manual.Homephone Engineer / Team Point of Contact
TPG Telecom · 2018 — 2024Delivered real-time troubleshooting for VoIP and PSTN issues across Layer 1-3 using remote access tools to identify and fix faults. Functioned as the main point of contact for the team, facilitating coordination with the NOC team to address network and connectivity concerns. Developed an automation tool for remote troubleshooting of VoIP services, enhancing the efficiency of diagnostic processes. Created troubleshooting guides and process documentation while conducting training sessions for team members and the wider department. Assisted field technicians with Layer 1-3 issue diagnostics and compiled weekly and monthly performance reports.Technical Support Officer
TPG Telecom · 2017 — 2018Addressed Layer 1-3 issues for voice and data services on ADSL and NBN fiber lines. Offered detailed technical assistance and phone-based troubleshooting for customers, while also supporting field technicians with unresolved cases. Aided case managers in case management and escalation processes.Technical Helpdesk Representative
TPG Telecom · 2016 — 2017Served as the escalation point for supervisory calls, addressing unresolved technical issues from team members. Conducted initial Layer 1 troubleshooting on voice and data services (ADSL/NBN), escalating unresolved cases to Tier 2 and facilitating their resolution. Developed troubleshooting guides and documentation, training team members and other helpdesk representatives. Worked with the supervisor to enhance support processes and strived to maintain first-call resolution wherever feasible.Operations Support Service Officer
Bayan Telecommunications Inc. · 2015 — 2016Resolved technical issues and SLA-related concerns through email and live chat, coordinating with field technicians to expedite fixes. Processed and provisioned service orders, including installations, upgrades, downgrades, and reconnections on ADSL lines. Provided clear and structured technical support, utilizing targeted questions to identify effective solutions.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyBatangas State University - Nasugbu Campus, Nasugbu, Batangas, Philippines
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