Daryll Patrick Felices

Conduct detailed reviews of system settings, workflows, and configurations to ensure proper setup, optimal performance, and compliance with company standards. Perform regular IT system audits to evaluate security, performance, and efficiency; identify potential risks and areas for improvement. Document audit findings clearly and recommend actionable solutions or process enhancements to maintain system integrity

Technical Onboarding Specialist at Kaseya at Carabao Cloud Solutions (2025-10 – 2026-03)

• Conduct detailed reviews of system settings, workflows, and configurations to ensure proper setup, optimal performance, and compliance with company standards.
• Perform regular IT system audits to evaluate security, performance, and efficiency; identify potential risks and areas for improvement.
• Document audit findings clearly and recommend actionable solutions or process enhancements to maintain system integrity
• Monitor and maintain automation workflows, ensuring smooth execution of business processes and timely issue resolution
• Troubleshoot configuration, access, and performance issues across various platforms, providing technical resolutions in a timely manner.
• Provide guidance and user support, including explaining available resources, help channels, and escalation processes for reporting issues.
• Collaborate cross-functional with other departments to resolve onboarding challenges and streamline IT processes for new users.
• Partner with internal IT and DevOps teams to deploy fixes, optimize workflows, and implement process improvements.

Assistant Department Manager at Golden Arches Development Corporation (McDonald's) (2023-07 – 2025-08)

• Attends to guest inquiries/concerns and manages guest experience to ensure external customer's satisfaction
• Identify factors that may negatively impact guest experience and execute plan to improve guest service within the restaurant
• Maintains stock levels and assists in receiving products by checking order accuracy, quality and condition
• Conducts in-restaurant implementation of new marketing plans and procedures, including handling of profitability of sales and marketing promotions in relation to various segments like Happy Meal/s and McCelebration/s to maximize sales potential within the community
• Schedules activities to build the business on all areas of store marketing such as community visits, large food order, etc.
• Helps review guest count and sales projections (forecasting of store marketing and assessment of daily, weekly & monthly store marketing sales targets)
• Ensures all security procedures (restaurant safety in all areas & first aid) and cash handling policies are executed properly
• Led team training initiatives focused on service excellence and operational protocols, contributing to a 12% boost in overall sales revenue and fostering a positive work environment recognized through employee engagement surveys increasing by 18%.

Service Desk Associate at Telus International Digital Solutions (2023-01 – 2023-06)

• Tracks and monitors the status of issues to ensure proper follow-up and resolution.
• Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
• Responds to escalation requests and notify management as required.
• Informs Tier 2 and Tier 3 support of incidents affecting service interruption
• Escalates if the ticket is not accepted or resolved by support groups within targeted SLA's.
• Maintains a high degree of customer service for all support queries and adhere to all service management principles.
• Resolved over 1,200 user-reported device issues monthly by diagnosing hardware and software malfunctions, achieving a first-call resolution rate of 92%, significantly reducing downtime.
• Provided remote troubleshooting support through chats and calls, increasing customer satisfaction scores by 15% and decreasing average resolution time by 20 minutes per incident

Service Desk Analyst at Alorica Teleservices Inc. (2021-03 – 2022-07)

• Resolved over 1,200 global end-user IT support tickets monthly by diagnosing hardware and software issues, reducing resolution time by 30% and enhancing user satisfaction scores by 15%.
• Implemented troubleshooting protocols that decreased repeat incident rates by 25%, ensuring consistent issue resolution and streamlining escalation procedures for complex cases.
• Led remote training sessions for new users across five continents, increasing first-contact resolution rates by 20% and improving overall team efficiency through knowledge sharing.
• Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries
• Troubleshoots and identifies technical problems diagnoses error messages, determine causes, and either provide resolution or escalates to the proper support team.
• Contributing to the development and maintenance of knowledge base articles and documentation.

Onboarding Specialist at Kaseya

• Led onboarding sessions for enterprise clients adopting Kaseya's SIEM solutions, ensuring smooth deployment and integration into their existing IT infrastructure.
• Designed and delivered tailored training programs to IT administrators and security teams, empowering them to effectively use SIEM tools for threat detection and compliance.
• Guided cross-functional teams through complex SIEM configurations, log ingestion, and alert tuning to align with organizational security policies.
• Developed standardized onboarding playbooks and best practices, reducing average onboarding time by 20%.
• Introduced metrics-driven dashboards to track onboarding success, client adoption rates, and incident response improvements.

Bachelor of Science in Computer Science – Tanauan Institute