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John Torres

@johntorres

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Technical support specialist delivering cloud, financial-data, and operations improvements.

Philippines

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What I'm looking for

I seek a technical support or client-facing role in cloud/financial systems where I can drive product reliability, provide high-quality customer support, and use data to optimize workflows and processes.

I am a technical and client support professional with over six years of experience across cloud services, financial systems, and customer operations. I specialize in troubleshooting, CRM case management, product testing, and improving service workflows to boost reliability and customer satisfaction.

At OpenText I diagnose backup, restore, and connectivity issues across Windows and Mac, manage cases in Salesforce, and collaborate with engineering to deliver long-term fixes; I also file product feature requests and conduct QA testing to improve releases. Previously at FactSet I supported portfolio analytics and market-data workflows, customized client solutions, and provided training to enable self-service analytics.

I combine technical skills (Python, Jupyter, Power BI), strong Excel analytics, and client-facing experience to drive operational improvements, documentation, and training. I seek roles where I can apply technical troubleshooting, stakeholder communication, and data-driven service optimization to deliver measurable product and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Associate Product Support

Current

OpenText

Apr 2025 - Present (9 months)

Provide technical support for Carbonite backup and cloud storage products, diagnosing backup and restore failures and collaborating with engineering to deliver fixes and QA on releases that improved reliability and user experience.

Backup Disaster Recovery Salesforce CRM QA Testing Troubleshooting Incident Management

Advisor, Client Solutions

FactSet

Jul 2023 - Jan 2025 (1 year 6 months)

Delivered front-line support for FactSet’s financial data platform, resolving portfolio and market data issues, customizing workstation models, and providing client training to improve self-service analytics and reduce support cycle time.

Salesforce CRM Customer Training Data Modeling Troubleshooting Process Improvement

Technical Support Representative

VXI Global Solutions

Aug 2021 - Jul 2023 (1 year 11 months)

Provided remote technical support for U.S. clients, diagnosing hardware/software and network issues, managing cases in Salesforce and ticketing systems, and consistently exceeding customer satisfaction and resolution targets.

Remote Support Salesforce CRM Ticketing Systems Troubleshooting Escalation Management Security Compliance

Student Intern

Unitan Construction & Development Corporation

Feb 2023 - May 2023 (3 months)

Developed a Google Sheets-based inventory management system to track construction materials, reducing shortages and project delays through improved monitoring and coordination with procurement.

Inventory Management Google Sheets Data Tracking Process Optimization Reporting Documentation

Automotive Technician

Toyota Motor Philippines Corporation

May 2014 - Jul 2016 (2 years 2 months)

Performed diagnostics, repairs, and preventive maintenance on Toyota vehicles using specialized diagnostic tools, improving repair turnaround and maintaining compliance with service and warranty standards.

Automotive Diagnostics Electrical Systems

Education

Degrees, certifications, and relevant coursework

Adamson University

Bachelor of Science in Business Administration, Operations Management

2018 - 2025

Activities and societies: Skills: Goal Seek, Performance Management, Excel Analytics, Power BI, Business Operations

Bachelor of Science in Business Administration, majoring in Operations Management, covering operations and analytics topics and practical business operations skills.