Ryan Carlo Panagane

Technical Support officer with experience in a NOC environment supporting 500–1,000 users in a high-volume enterprise setting. Experienced in incident handling, SLA-based troubleshooting, infrastructure monitoring, Linux administration, Active Directory, endpoint security, and operational support procedures.

IT Technical Support Officer - NOC Operations at Pilipinas Teleserv Inc. (2025-07 – Present)

• Maintained 98–100% ticket resolution rate handling 10–20 calls and 5–20 tickets daily across 500–1,000 BPO users with only 3–4 technicians per shift.
• Served as primary resource for Ubuntu Linux issues; imaged 20–30 Ubuntu and Windows workstations per onboarding batch.
• Managed Active Directory and LDAP user provisioning, password resets, and onboarding workflows.
• Built Bash scripts that automated repetitive workstation setup tasks, more than doubling daily fresh-imaging capacity from 3 to 7 workstations.
• Resolved ClamAV performance degradation via CPU throttling and scan optimization, restoring full workstation productivity.
• Authored knowledge-base articles that eliminated categories of recurring support incidents.
• Supported enterprise IT operations through monitoring, incident troubleshooting, and service restoration activities involving endpoints, network connectivity, and communication systems.
• Performed LAN troubleshooting, switch-port diagnostics, and connectivity validation while maintaining SLA targets.

IT Intern at Malayan Insurance Co., Inc. (2024-09 – 2025-02)

• Diagnosed and serviced desktops, laptops, and printers; resolved network issues through cable management and rack organization.
• Assisted in CCTV and access control system deployment.
• Received division-level recognition for performance during the internship.

Bachelor of Engineering Technology in Computer Engineering Technology – Technological University of the Philippines (2025-10)