IT Engineer / System Administrator - FHL Services Inc. - Mandaluyong City, Philippines
(2023-02 - 2026-06)
- Managed and troubleshot IT asset and support tickets using Jira and Confluence, reducing average resolution time by 85%.
- Configured and troubleshot network infrastructure including IP CCTV, switches, routers, and firewalls to maintain reliable connectivity.
- Managed user accounts across Microsoft Entra ID, Microsoft 365, and Azure AD, resolving 86% of issues in a timely manner for more than 1,800 users.
- Implemented security measures and technical configurations to improve system integrity and performance.
- Executed backup and disaster recovery strategies to optimize data retention and accessibility.
- Implemented Active Directory Group Policies to strengthen security and standardize user account functionality.
- Diagnosed and resolved complex network and hardware issues to improve operational efficiency.
- Managed open support tickets and reduced resolution times by approximately 75%, improving user satisfaction.
- Troubleshot and maintained AV systems in company meeting rooms to ensure reliable meeting experiences.
- Performed operating system installations, including dual-boot Windows and Linux configurations.
Level 3 IT Support Engineer - Pro Source Global BPO Inc. - Makati City, Philippines
(2021-11 - 2023-01)
- Provided Level 3 technical support for complex hardware, software, operating system, and network issues.
- Diagnosed and resolved escalated IT incidents to restore user productivity and system availability.
- Supported network connectivity troubleshooting and enterprise IT infrastructure operations.
CCTV & Access Point Freelance Installer - Self Employed - Taytay, Rizal, Philippines
(2020-09 - 2021-10)
- Installed and configured IP CCTV and access control systems for reliable physical security monitoring.
- Evaluated network signal quality and performance and provided recommendations for improvements.
- Performed CCTV repairs, troubleshooting, and configuration to improve system reliability and user experience.
Senior IT Support Engineer - Metrocon Construction Development Corp. - Pasig City, Philippines
(2015-05 - 2020-08)
- Maintained and monitored server room operations to support the availability of critical telecommunication systems.
- Managed IT infrastructure to improve performance, reliability, and service delivery.
- Collaborated with teams to recommend and implement IT operational improvements.
System Administrator - University of Santo Tomas - Manila City, Philippines
(2011-03 - 2015-04)
- Administered university IT systems and provided user support to maintain system functionality for students and faculty.
IT Specialist & POS Technician - Red Ribbon Bakeshop Inc. - Quezon City, Philippines
(2009-12 - 2011-02)
- Provided technical support and troubleshooting for POS systems to maintain reliable retail transaction operations.
