Christian Frederick C.

Expert Systems & Network Admin | Tech & Customer Support Specialist

I bring 16 years of IT experience providing Tier 2 to Tier 3 system and network administration, technical support, and customer service solutions to businesses across industries. My background covers everything from advanced troubleshooting and infrastructure management to training and leading large IT support teams. I’ve supported enterprise-level environments, BPOs, and SMBs, consistently delivering efficient, scalable, and secure IT solutions. I focus not just on solving issues, but on improving client operations and creating long-term business value. 🔑 Core Skills & Examples 🌐 Network Specialist (Tier 2 to Tier 3 Support) Advanced Troubleshooting & Configuration: Diagnosed and resolved escalated issues with Cisco routers, TP-Link switches, and Netgear firewalls. VoIP Support: Handled complex VoIP deployments and escalations for Cisco and Linksys systems, ensuring 24/7 call center uptime. Network Reliability: Reduced downtime by redesigning WAN and LAN setups for SMB clients and implementing redundancy solutions. 🖥️ Systems Administration (Tier 2 to Tier 3 Support) Escalation Management: Resolved advanced tickets for Active Directory, Exchange, Office 365, and Windows Server (2008–2019) in enterprise settings. Virtualization: Managed VMware and Citrix environments, handling high-priority server incidents with minimal downtime. Salesforce & Zoho Administration: Configured roles, workflows, and automations, improving CRM efficiency and reducing manual processes. 🛠️ Managed Services & Helpdesk Ticket Handling: Experienced in Tier 2 to Tier 3 escalation queues, troubleshooting complex user and system issues beyond first-line support. Remote Resolution: Achieved a 90% resolution rate without onsite intervention using TeamViewer, LogMeIn, Zoho Assist, Splashtop, RDP, and AnyDesk. Process Improvement: Designed escalation paths in ConnectWise and Freshdesk to improve SLA response times and reduce ticket backlogs. 👥 Leadership & Training Experience BPO Trainer & Team Manager: Trained, onboarded, and mentored more than 60 support teams in a large BPO company, covering technical troubleshooting, customer service best practices, and escalation handling. Performance Coaching: Improved first-call resolution rates by 25% through structured training programs and mentoring. Staff Oversight: Managed a mix of Tier 1 to Tier 3 technicians, ensuring proper escalation and client satisfaction. 📡 Technical Support (ISP & Telecom) Provided Tier 2 support for AT&T, Comcast, Time Warner, and Cox by resolving DSL and cable internet escalations. Troubleshot advanced signal and provisioning issues for DirecTV satellite customers. 📊 Business & Agency Management Agency Leadership: Founder of Techstar Business IT Solutions, with multiple long-term Upwork clients. Process Automation: Migrated clients to SaaS-based workflows such as DocuSign, Zoho, and Salesforce to cut manual tasks and improve efficiency. Data Projects: Delivered high-volume data migration of more than 50,000 records with zero data loss or error. 🖥️ Professional Work Setup 💻 Hardware Laptop 1: Intel Core i7 11800H (11th Gen), 32GB RAM, 2TB SSD, Windows 10 Pro Laptop 2: Intel Core i7 8750H (8th Gen), 16GB RAM, 512GB SSD, Windows 11 Pro Laptop 3: Intel Core i5 8250U (8th Gen), 16GB RAM, 512GB SSD, Windows 10 Pro Laptop 4: AMD Ryzen 5 3550H (3rd Gen), 16GB RAM, 512GB SSD, Windows 11 Pro Laptop 5: Apple MacBook Pro 13” (M1 chip), 8GB RAM, 512GB SSD, macOS Tahoe Monitors: Dual-monitor setups (34”, 27”, and 24” combinations) for all laptops 🎧 Audio/Communication High-grade USB headsets: Logitech G733 Wireless multimedia headsets: Sony XM5, Apple AirPods 3, Apple AirPods Max Crystal-clear audio for calls, remote support, and team collaboration 📱 Mobile Devices iPad Air (4th Gen) iPad 9th Gen 🌐 Connectivity & Power Primary Internet: 2 Fiber optic connections, each up to 800 Mbps Backup Internet: 5G broadband WiFi connections, up to 500 Mbps, with battery-powered failover Power Backup: Dedicated standby generator to ensure uninterrupted service Workspace: Quiet, dedicated home office designed for productivity 💡 Why Work With Me? ✅ Tier 2 to Tier 3 Expertise: Skilled at handling advanced escalation tickets in both system and network administration. ✅ Proven Leadership: Trained and managed more than 60 IT support teams in a BPO environment. ✅ Enterprise-Grade Skills: Experience with Microsoft, Cisco, Salesforce, Zoho, and VMware environments. ✅ Reliable Setup: Multiple laptops, dual monitors, redundant internet, and backup power ensure 24/7 availability. ✅ Client-Focused: My goal is to strengthen your IT infrastructure and improve your business performance. 💬 Rates vary depending on project scope. I’m flexible and open to discussing arrangements that best fit your needs.