2006
Bachelor of Science in Computer Engineering
De La Salle - Lipa
More Info About Me
I am Joel Christopher M. Hernandez, a 41-year-old Computer Engineering graduate from Lipa City, Batangas, Philippines, and a dedicated father of two. Combining my technical degree with formal Virtual Assistant training in Data Entry, Social Media Management, and Online Bookkeeping, I bring a structured, highly analytical, and reliable approach to remote support. With over ten years of technical background, including eight years as an IT Helpdesk Associate and two years handling internet technical support. I excel at troubleshooting, fast learning, and maintaining high accuracy under pressure. I also have hands-on marketing experience as a Social Media Manager for a ready-to-wear (RTW) clothing business, giving me a unique mix of technical precision and creative business sense.
As a versatile assistant, I offer complete operational support to help streamline your daily tasks. My data entry skills cover accurate data processing, web research, spreadsheet management (Excel/Google Sheets), and clean database maintenance. For social media management, I specialize in content creation, post scheduling, graphic design using Canva, page moderation, and basic audience engagement. On the financial side, I handle online bookkeeping tasks such as managing accounts payable/receivable, basic reconciliation, invoicing, and keeping records organized using tools like QuickBooksand Xero.
My goal is to leverage my tech background and specialized skills to keep your business organized, visible, and profitable. Let’s connect today to discuss how I can add immediate value to your team!
My Skills and Competencies
Customer Support » IT
Software » Application Performance Management » VPN
Office and Administration » Computer Literacy
Office and Administration » Microsoft Excel
Office and Administration » Transcription » Typing
Accounting » Xero
Accounting » Quickbooks
Marketing » Copywriting
Marketing » Content Creation
E-Commerce » Ebay » Customer Support
Professional Services » Management Services » Customer Support Management
Office and Administration » Google Sheets
Certificates
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My Experience and Education
2024
-
2026
Foundever
(Senior Specialist, Global IT Service Desk)
- provides frontline assistance to Tier 1 agents of Global IT Service Desk
- gives advanced troubleshooting for computers and AIBs problems like VPN connection, password issues and applications use and others
- works on escalated tickets for follow ups and escalations to another IT group
- assist employees with the request ticket mainly in creating DUO accounts
- gives excellent customers service and builds partnership with agents and managers while troubleshooting so that they will not lose their trust to Foundever and its partners
- do reports of tickets assisted using MS Excel and create presentation of updates using MS Powerpoint
2021
-
2022
Freelancer
(Social Media Manager)
- maintains the Facebok page of the business
- do the product postings and link in to the online shop
- create the planning of the next products to be posted
- do campaigns to attract more buyers
- help business grows so that buyers can visit the physical store as well
2016
-
2024
Foundever
(Level 1 Associate, Global IT Service Desk)
- provides frontline assistance to Onsite and WAH agents of Foundever
- gives advanced troubleshooting for computers and AIBs problems like VPN connection, password issues and applications use and others
- helps process requests for equipment issue and forward it to right team if issue is not
resolved
- assist employees with the request ticket and forward it to right team if needed
- gives excellent customers service and builds partnership with agents and managers
while troubleshooting so that they will not lose their trust to Foundever and its partners
- help agents check if there are outages in tools used and assist them to have it
reported to the right team
2014
-
2015
Shore Solutions
(Technical Solutions Engineer)
- provides frontline assistance to Support.com customers
- gives advanced troubleshooting for computer problems like virus removal, printer set up and others
- up-selling service to customers that do not have account in Support.com
- gives excellent customers service and builds partnership with customers while troubleshooting so that customers will not lose their trust in Support.com
2013
-
2013
Inte Rewards Marketing Pte. Ltd.
(Sales Manager)
- provides frontline assistance to customers
- monitor the cleanliness and order of the store
- check stocks availability and do stocks order
- attend to email and phone inquiries of customers
- monitor stock in and stock out
- provides report to the management
2011
-
2013
ITIS Pte. Ltd.
(Assistant Sales Manager)
- provides frontline assistance to customers
- monitor the cleanliness and order of the store
- check stocks availability and do stocks order
- attend to email and phone inquiries of customers
- monitor stock in and stock out
- provides report to the management
2009
-
2011
Advanced Contact Solutions, Inc.
(Technical Support Representative)
- provides frontline assistance to Verizon customers
- gives basic troubleshooting for internet problems and escalating problems to proper department if not resolved via phone
- assist customers with email problems and other products offered by Verizon
- gives excellent customers service and build partnership with customers while troubleshooting so that customers will not lose their trust in Verizon
2007
-
2008
Symbio Inc.
(Level 1 IT Engineer)
- Provides 1st level support for the Drishti dialer system
- Upload lead sets for the outbound campaigns of the call center
- Creates username and password for the newly hired agents or sometimes edits existing usernames and associate them with newly assigned campaign
- Barge in to calls of agents if ever there are requests for their supervisor
- Distribute call recordings of the agents to their QAs
- Extract reports needed by the supervisors and QAs and forward them via e-mail or through the share drive of the company
- Handles troubleshooting for desktop and laptop computers using Linux, Windows and MAC OS
- Helps in the maintenance of the servers in the company
- Provides desktop and laptop troubleshooting for both wired and wireless networks
- Conducts desktop maintenance monthly
- Help in implementing the company’s security policies
- Coordinates VOIP problems to the providers
- Monitors the Internet bandwidth usage of the company through Cacti monitoring system
- Give immediate solutions to the problems being monitored in the company’s internal help ticketing system
- Conduct inventory on the company’s equipment and encode the details in the company’s online inventory system
- Conducts desktop re-blasting on quarterly basis for removal of unwanted files stored in the computer
- Conducts desktop or laptop reformatting as requested by the employee using the computer
- Gives 1st level support or immediate solutions for the external clients of the company either via phone or chat
2006
-
2007
Xcelerate Center Inc.
(Call Center Support Engineer)
- Handles troubleshooting for laptop computers using Windows XP and 2000 OS
- Provides support and immediate solutions for the PowerConnex dialer system
- Upload lead sets for outbound campaigns of the call center
- Creates username and password for the newly hired agents or sometimes edits existing usernames and associate them with newly assigned campaign
- Barge in to calls of agents if ever there are requests for their supervisor
- Distribute call recordings of the agents to their QAs
- Extract reports needed by the supervisors and QAs and forward them via e-mail or
through the share drive of the company
- Conducts laptop reformatting as requested by the employee using the computer
- Able to conduct network cabling during the set-up of the expansion site of the company
- Attends training in using the Brightlight dialer system
- Coordinates VOIP problems to the providers
- Gives immediate solutions for the external clients of the company via phone
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Bookkeeping
Handles book keeping tasks using Intuit or Xero