Mac John Paul Bambalan
Senior IT Support Analyst L2
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About
I am a person who is optimistic and inspired. I thrive on challenges and set goals for myself constantly because I have to aspire for something. I'm not happy with settling down, and I still look for a chance to do better and to attain excellence.
I am trustworthy and detail-oriented. I take my work seriously and will see it through to completion once a mission is assigned. I enjoy trying new stuff, designing new strategies, and incorporating new ideas.
People find me to be an upbeat, self-motivated team player with exceptional abilities in communication.
Experience
Technical Support Specialist at Jose Rizal University (2022-09-18 – 2023-04-01)
Provided technical support and maintenance services for computer systems and laboratory configurations.
- Maintenance of computers
- Performed configurations of computer laboratories
- Performed checking of programs and applications
- Troubleshoot computer malfunctions
- Resolved computer issues with other departments
- Repaired printers and system units if possible
Technical Support Specialist at Intercontinental Technology Limited (2023-01-06 – 2023-11-15)
Provided technical support, system maintenance, and user assistance for computer laboratory environments.
- Maintenance of computers
- Performed configurations of computer laboratories
- Performed checking of programs and applications
- Troubleshoot computer malfunctions
- Resolved computer issues with other departments
- Repaired printers and system units if possible
- Assisted users with their technical issues
IT Support Analyst Level 2 at Aeven PH (2023-11-18 – 2024-05-28)
Managed and administered cloud-based IT infrastructure including Office 365 suite, VPN systems, Azure, and Intune with focus on system performance optimization and user account management.
- Administer, Troubleshoot, diagnose and repair VPN-related problems
- Manage and administer the Office 365 suite of products, including Exchange Online, SharePoint Online, OneDrive, Teams, and other related applications
- Provision and manage user accounts, security groups, and access permissions within the Office 365 environment
- Monitor and optimize system performance, troubleshoot issues, and implement necessary fixes or enhancements to ensure smooth and uninterrupted operations
- Troubleshoot, diagnose, and correct systems and user-reported problems
- Manage MS Azure and Intune devices
- Ensure that all Azure endpoint devices are compliant with security policies
- Advanced System Administration: Manage file permissions, create and edit user accounts, and help with user access-related problems
- Password Resets and Account Unlocking: Assist users in resetting passwords, unlocking user accounts, and providing advance user account management support
- Categorization, prioritization, and timely resolution of support tickets
- Provide onsite and remote support to end-users
- Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution
- Work on multiple IT projects in addition to user support on regular basis
- Installation, configuration and maintenance of computer / Laptop hardware, monitors, printers, and other peripheral equipment
IT Support Analyst Level 2 at Noble Corporation (2024-07-08 – Present)
Managing IT infrastructure including Office 365, VPN, Azure AD, and enterprise applications with focus on network troubleshooting, user administration, and knowledge base documentation.
- Administer, Troubleshoot, diagnose and repair VPN-related problems
- Person of Contact issue with Coupa, Docusign
- Manage and administer the Office 365 suite of products, including Exchange Online, SharePoint Online, OneDrive, Teams, and other related applications
- Provision and manage user accounts, security groups, and access permissions within the Office 365 environment
- Monitor and optimize system performance, troubleshoot issues, and implement necessary fixes or enhancements to ensure smooth and uninterrupted operations
- Troubleshoot, diagnose, and correct systems and user-reported problems
- Handle user administration tasks, including onboarding, offboarding, and permissions management in both on-premises Active Directory and Azure AD
- Create and update knowledge base (KB) articles to support internal documentation and improve IT Support efficiency
- Troubleshoot network issues using tools like Alerts Meraki and SolarWinds
- Coordinating with ISP when the rig has a alert/no internet connection
- Monitored incident queues, escalated unresolved cases, and collaborated with vendors and third-level teams to ensure timely resolution
- Maintained accurate documentation within the ITSM suite and contributed to process improvements and project initiatives
