Walsh Sotto

IT Support Professional with extensive experience providing a broad range of technical support services. Responsible for ensuring users effectively utilize the organization's technology tools and systems while continuously evaluating and improving overall support processes to enhance service quality and efficiency.

IT Admin - Senior Helpdesk Support (Direct Client) at TrailblazeIT (UK Company) (2025-03 – Present)

Delivered remote IT support within a fast-paced MSP environment, supporting schools and business clients in UK.

• Resolved an average of 15–25 support tickets per day, maintaining high service standards and meeting SLA response targets.
• Provided 1st and 2nd line troubleshooting for Windows Server, Active Directory, Microsoft 365, Google Workspace, and virtualised environments (VMware/Hyper-V).
• Administered user accounts, permissions, and policies while assisting with deployments via Group Policy, MDM solutions.

IT Admin - Helpdesk Support at Supporting Enterprises (2024-09 – 2025-03)

Provided technical support to employees, resolved issues with software, hardware, and systems, and assisted with any technical problems that arise.

• Provided technical support to employees, resolved issues with software, hardware, and systems, and assisted with any technical problems that arise.
• Installing, configuring, and maintaining hardware and software systems used within the company via Intune Company Policies.
• Managing user accounts, permissions, and access rights to different systems and applications within the organization using Okta.
• Windows devices are manage by Okta while Apple devices by Kandji.
• Maintain consistent high level support and delivery to meet client needs.

Senior Analyst - Technical Support L2 at Accenture, Inc. (2017-06 – 2023-05)

Coordinated with Level 1 technical support specialists to take over calls outside their level of support.

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances.
• Provided technical support services to users maintaining a 90%+ customer satisfaction rate.
• Contact vendors as appropriate for maintenance and report hardware inventory on a monthly basis in accordance with corporate requirements.

Helpdesk Support Engineer at Peopleplus Tech, Inc. (2013-06 – 2017-03)

Team Lead for 3 years managing operations with at least 7-8 Agents.

• Team Lead for 3 years.
• Operations with at least 7-8 Agents.
• Fills out Log forms with accurate, complete and detailed information for tracking and escalation tickets.
• Performs advance optimization diagnosis and immediate resolution of client computers.
• Responding to queries on the progress of the PC repair by means of providing proficient chat and call communication with end-customers.

Computer Technician at TechShop Computer Sales and Services (2012-03 – 2013-05)

Performed PC troubleshooting and system installations.

• Performs PC troubleshooting both hardware and software.
• Operating System Installation and other software like MS Office, Adobe suites and etc.

Bachelor of Science in Computer Engineering – University of Cebu