Kenneth Bacayo
Desktop Support”, “IT Support L2”, “MSP Technician”, “Service Desk Analyst Remote
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About
Results-driven IT Support Specialist with 4+ years of experience delivering L1/L2 desktop support across Windows and macOS environments. Skilled in troubleshooting hardware, software, and network issues, with proven success in workstation deployments, user lifecycle management, and system maintenance. Experienced in Microsoft 365, Intune, Active Directory, and ServiceNow, with strong adherence to SLAs and customer satisfaction.
Adept at working in fast-paced environments and eager to grow within an MSP setting toward systems administration and cybersecurity.
Experience
Desk Side Support Specialist at Indra Philippines Inc. (2024-12 – Present)
- Deliver L1/L2 technical support for end-users, resolving hardware, software, and network issues within SLA targets
- Execute workstation deployments, system upgrades, and profile migrations for multiple users
- Manage onboarding/offboarding processes, including account provisioning and access control
- Troubleshoot Microsoft 365, Intune, and Active Directory issues, improving user productivity
- Perform patching, antivirus scans, and routine maintenance to ensure system security and stability
- Document incidents and resolutions in ServiceNow, maintaining accurate ticket records
- Coordinate with vendors for hardware repairs, warranty claims, and replacements
IT Specialist at JGM Finance Corporation (2024-03 – 2024-11)
- Provided end-user support for desktops, laptops, and printers across departments
- Administered user accounts and permissions using Active Directory
- Installed, configured, and maintained Windows systems and business applications
- Diagnosed and resolved network and connectivity issues
- Maintained IT asset inventory and supported lifecycle management
MIS Staff / Data Integrity Officer at Metro Retail Store Group Inc. (2022-02 – 2024-03)
- Ensured data accuracy and integrity across internal systems
- Supported users with system-related issues and troubleshooting
- Generated reports and performed data validation for business operations
- Collaborated with IT teams to resolve system issues and improve processes
Finance Assistant / Sales Encoder at Almana Group of Companies (2019 – 2022)
- Managed data entry, financial records, and reporting processes
- Ensured accuracy and consistency of sales and financial data
- Provided administrative and system-related support
Education
Bachelor's Degree in Information Technology
