John L.
Mid-Level Technical Support Trainer
Open to offersNew to PlatformAbout
John Laurenze C. is an experienced Service Desk Analyst/Trainer with a background in technical management and support across the IT and customer service industries. At HCL Technologies Philippines and SYKES ASIA INC., he provided expert assistance in resolving technical problems, offering guidance on hardware troubleshooting, Active Directory, Multi-Factor Authentication, and Microsoft Office 365 management. John also played a key role in training new hires and mentoring agents, ensuring high performance and effective onboarding. His experience extends to supporting users with online education products, managing software and browser issues, and facilitating operations in customer service environments at AEGIS People Support. John holds a BS in Electronics Engineering from Adamson University, grounding his technical proficiency in a solid educational foundation.
Experience
Service Desk Analyst/Trainer
HCL Technologies Philippines · 2021 — 2024Provided assistance to employees and users in resolving technical issues, offering guidance on software and hardware performance.Product Specialist Trainer
SYKES ASIA INC. · 2014 — 2021Conducted training for new hires and mentored agents to enhance their knowledge of the product, facilitating their development into top performers.Customer Service Representative
AEGIS People Support · 2012 — PresentEngaged with end users to assist with online reservations, providing guidance on the best deals and promotions, while managing requests on refunds and corrections.
Skills & Expertise
Education
- BS in Electronics EngineeringAdamson University · 2009 — 2013
- High SchoolAquinas School · 2005 — 2009
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