Darwin Acuesta
IT Service Desk
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About
Seeking a position to utilize my skills and growth while being resourceful, innovative and flexible.
Experience
CEVA LOGISTICS IT SHARED SERVICES
SERVICE DESK II
May 2021 - May 2025
Provide support for 100+ countries and multiple clients
Support concern through Inbound call, SNOW Chat and email.
Remote desktops for troubleshooting and installations(Softwares,
Printers & Account Setup).
Process tickets such as Account Creation, Modification, termination for every software scope.
Applied Standard Operating Procedures or Knowledge Base for each concern.
Monitor concern through the ticketing system.
Applied Customer Service at all times.
Provide support for Critical Incident concern by taking priority.
Point Of Contact Task(Level 2). Assist escalation, managing teams &
Reports.
Proficient using MS Office, Email(2016 & O365) & Webmail.
Knowledge in Active Directory, Azure, As400 & VPN.
Supervise and Mentor new employees.
ROYAL WISEBORN RETAILERS INC
TECHNICAL SUPPORT ENGINEER
May 2016 - July 2019
Local support for Main Office and Remote support for Retail Stores
Supporting logistics process via AS400.
Backup process in End Of Day(EOD) Process.
Hardware Monitoring, Inventory & Preventive Maintenance.
Provide Network setup for each production floor and stores.
Point of Sales support.
AMERICAN DATA EXCHANGE
February 2014 - May 2015
TECHNICAL SUPPORT ENGINEER
Local Support for Main Office.
Support users for their setup, concerns & request coming from their client.
Support via Ticketing system and call from Service Desk.
Hardware Monitoring, Inventory & Preventive Maintenance.
Provide Network setup for each production floor.
AMERICAN DATA EXCHANGE
BUSINESS PROCESS ASSISTANCE
August 2013 - January 2014
Encode documents from client into system.
Quality check process of encoders.
Has a high volume documents process due to typing speed(86 WPM) &
High Accuracy.
Assigned Agent for testing and checking the process
Education
Bachelor of Science in
Information Technology De La Salle University
Dasmariñas Cavite
2008-2013
