Angelo Castillo
IT Desktop Support Engineer
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About
Dedicated and detail-oriented Desktop Support Engineer with 1 year of experience in IT Operations, providing comprehensive technical support to end users in BPO industry. Skilled in Windows operating systems, software installation and upgrades, application configuration, hardware and software troubleshooting, asset tracking, and systems compliance. Adept at resolving technical issues efficiently, optimizing IT workflows, and minimizing business interruptions to ensure reliable and productive end-user operations.
Experience
IT Desktop Support Engineer - Systemantech Inc. - Sutherland Global City (Outsource)
(2024-01 - 2025-01)
- Provided Level 1 and Level 2 technical support to on-site and remote users through calls, emails, ticketing systems, and remote support sessions.
- Manage user accounts, password resets, security groups, access permissions using Active Directory.
- Deploy and configure computers, applications, security updates and operating system patches according to company standards.
- Monitored and maintained accurate IT asset records using MainApp, ensuring proper tracking, assignment, and accountability of desktops, laptop, and other company-issued equipment.
- Utilized SCCM to monitor computer health, system status and compliance, identify inactive or non-compliant clients, and perform troubleshooting to restore proper system reporting.
- Use iSmart ticket systems to log, prioritize, track, and resolve technical support requests within SLA requirements.
- Assist with onboarding and offboarding agents, including workstation preparation, account setup, software installation, and equipment retrieval.
- Participated in IT outage and incident management, coordinating with relevant IT teams to resolve internet downtime, network latency, application outages, and tool inaccessibility.
- Documented troubleshooting activities, resolutions and user requests to ensure accurate incident tracking and effective issue escalation.
Education
Bachelor of Science - Information Technology - STI Global City (2020-01 - 2024-01)
