Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Jonas Alejo

Jonas Alejo

Anaheim,CA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

16
16
years of professional experience

Work History

Freelance Virtual Assistant

Surge
09.2019 - 08.2023
  • Managed CRM input, exports and clean up.
  • Set up and controlled user access levels across databases to protect important data.
  • Conducted tests to identify issues and make necessary modifications.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Operations CSR I

Telus International
11.2021 - 02.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Kept accurate records of customer support interactions using defined methods and tools.
  • Researched customer inquiries using modern technology and proactively improved internal processes.
  • Diagnosed and troubleshot hardware, software and network issues.

Customer Service Representative

Concentrix
08.2014 - 04.2016
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.

Benefits Specialist

Xerox
03.2012 - 02.2014
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Negotiated and managed contracts with health insurance providers to secure cost-effective employee coverage.
  • Built relationships with vendors to foster quality service delivery.

Project Manager

Aegis PeopleSupport, Inc
10.2010 - 02.2012
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Managed projects from procurement to commission.
  • Planned, designed, and scheduled phases for large projects.
  • Identified plans and resources required to meet project goals and objectives.

Technical Support Specialist

Teleperformance
07.2009 - 09.2010
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Technical Support Specialist

TeleTech
11.2007 - 06.2009
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.

Education

Undergraduate - Information Technology

Cavite State University, Imus City, Cavite, Philippines
10.2020

Undergraduate - Computer Science

San Sebastian College - Recoletos De Cavite, Cavite City, Philippines
2003

Undergraduate - Computer Science

Cavite State University, Indang, Cavite
2002

Skills

  • Programming languages - Python and SQL
  • Linux line-command
  • Security mindset
  • Frameworks and controls - NIST CSF and CIA triad model
  • SIEM tools
  • Packet sniffers
  • Information security
  • Detail oriented
  • Collaborative
  • Written and verbal communication skills
  • Technical Support
  • Administrative support

Timeline

Operations CSR I - Telus International
11.2021 - 02.2023
Freelance Virtual Assistant - Surge
09.2019 - 08.2023
Customer Service Representative - Concentrix
08.2014 - 04.2016
Benefits Specialist - Xerox
03.2012 - 02.2014
Project Manager - Aegis PeopleSupport, Inc
10.2010 - 02.2012
Technical Support Specialist - Teleperformance
07.2009 - 09.2010
Technical Support Specialist - TeleTech
11.2007 - 06.2009
Cavite State University - Undergraduate, Information Technology
San Sebastian College - Recoletos De Cavite - Undergraduate, Computer Science
Cavite State University - Undergraduate, Computer Science

Accomplishments

  • Google Cybersecurity Certificate - https://www.coursera.org/account/accomplishments/specialization/certificate/95KURD5VSQ2H
  • Put It to Work: Prepare for Cybersecurity Jobs - https://www.coursera.org/account/accomplishments/certificate/UCJ3AAQWKHW9
  • Automate Cybersecurity Tasks with Python -
    https://www.coursera.org/account/accomplishments/certificate/98VA93AUUQFL
  • Sound the Alarm: Detection and Response - https://www.coursera.org/account/accomplishments/certificate/DD8FDNDXENXL
  • Assets, Threats, and Vulnerabilities - https://www.coursera.org/account/accomplishments/certificate/JAYNT89UHG6F
  • Tools of the Trade: Linux and SQL - https://www.coursera.org/account/accomplishments/certificate/JMB4Q577HQWL
  • Connect and Protect: Networks and Network Security - https://www.coursera.org/account/accomplishments/certificate/9TUDU2YRR3EU
  • Play It Safe: Manage Security Risks - https://www.coursera.org/account/accomplishments/certificate/SUPGWWQYWVJ7
  • Foundations of Cybersecurity - https://www.coursera.org/account/accomplishments/certificate/333LQC8WN8NF

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Jonas Alejo