Joshua Cabangal

IT Engineering professional with over 2 years of experience in the IT Services and Technology sectors, specializing in Unified Endpoint Management and Mobile Device Management. Proven expertise in implementing IT solutions and providing technical support, with a strong focus on customer support and incident management. Demonstrated ability to develop troubleshooting guides and resolve complex technical issues.

Implementation Engineer - IT Group Inc. - Manila, Philippines

(2025-06)

• Developed a comprehensive knowledge repository mirroring UEM troubleshooting guides, enabling end-users to resolve common device and application issues independently.
• Implemented and configured full-stack ManageEngine solutions (OpManager, Site24x7, ServiceDesk Plus, and Endpoint Central), significantly increasing infrastructure visibility and reducing incident response times.
• Designed support workflows and led troubleshooting during critical implementation phases.
• Worked closely with clients to integrate products with their existing systems, ensuring smooth deployment
• Established a standardized Technical Handover Protocol, delivering tailored training sessions and documentation that reduced post-implementation support tickets by empowering client-side IT teams.

Support Engineer - IT Group Inc. - Manila, Philippines

(2024-04 - 2025-06)

• Spearheaded technical escalations for the ManageEngine ecosystem, including Endpoint Central, OpManager, and ServiceDesk Plus.
• Mitigated business impact for enterprise customers by delivering rapid-response solutions to critical service disruptions.
• Diagnosed and resolved complex system performance bottlenecks and configuration conflicts across diverse customer environments.
• Partnered with the Principal Engineering team to identify product bugs and implement permanent patches, improving long-term software stability.
• Consulted with clients on industry best practices to optimize their use of ManageEngine tools for maximum ROI.

Bachelor of Information Systems - Service Management - University of Santo Tomas (2019-06 - 2023-06)