Norlito Caballes

Technical Support Engineer with over 8 years of experience supporting Managed Service Provider (MSP) environments. Previous experience as a Service Coordinator with a strong background in dispatch coordination, customer service, and technical support. Skilled in coordinating service requests, managing ticket queues, maintaining SLA compliance, and collaborating with engineers to support efficient IT service delivery.

Combines operational and technical MSP experience to effectively support customers, engineers, and service delivery teams.

Technical Support Engineer (2020 – 2026)

• Provided technical support to business clients in a Managed Service Provider (MSP) environment through phone, email, and remote support.
• Diagnosed and resolved issues related to Microsoft 365, Windows, networking, VPN connectivity, endpoint devices, and user accounts.
• Administered Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Intune, and Microsoft Entra ID.
• Performed user onboarding and offboarding, account provisioning, password resets, and multi-factor authentication (MFA) configuration.
• Documented troubleshooting activities, resolutions, and customer interactions within the ticketing system.
• Collaborated with engineers, vendors, and internal teams to resolve escalated technical issues.
• Contributed to internal documentation, knowledge base articles, and standard operating procedures.

Service Coordinator (2019 – 2020)

• Answered incoming customer calls and emails regarding IT support requests.
• Created, updated, and maintained support tickets with complete and accurate information.
• Prioritized and assigned service requests to engineers based on urgency, availability, and workload.
• Monitored ticket queues to support SLA compliance and timely service delivery.
• Coordinated communication between customers and engineers regarding ticket status and scheduling.
• Maintained organized ticket documentation and ensured service requests contained all necessary information before assignment.

Dispatch Coordinator (2018 – 2019)

• Received incoming service requests from customers via phone and email.
• Created and maintained support tickets with accurate customer and technical information.
• Prioritized and dispatched tickets to the appropriate engineers.
• Monitored ticket queues and followed up on pending requests.
• Coordinated with engineers to ensure timely assignment and progress of support requests.
• Communicated status updates to customers and maintained complete service records.

Technical Support Representative (2015 – 2018)

• Delivered phone-based technical support for internet connectivity, software applications, printers, and antivirus products.
• Diagnosed technical issues, documented customer interactions, and escalated complex concerns when appropriate.
• Consistently provided professional customer service while meeting quality and performance standards.

Technical Support / Customer Service Representative (2010 – 2015)

• Assisted customers with internet connectivity, software, and account-related concerns through inbound phone support.
• Resolved technical issues while maintaining a positive customer experience.
• Accurately documented customer interactions following established support procedures.

Bachelor of Science in Computer Engineering – University of Cebu (2011)