Technical Support II
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Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, highperforming systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting.
Technical Support II, 06/2022 - 04/2023
Cloudstaff Philippines - Manila, Philippines
● Perform Service Desk support (remote,inbound/outbound, and email support) via Service Now Ticketing system
● Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
● Install, upgrade, support and troubleshoot Windows 7 ,Windows 8,
Windows 10 and Windows 11.
● Assist in maintaining the Windows Active Directory/O365 Domain.
● Perform general hardware and software maintenance on computers and servers used by the Alliance
● Facilitate the implementation of new software to all users as required.
This includes automated installations and follow on user support
(SCCM,Company Portal)
● Assist with end user support functions for the following: ○ User
AD/O365/ account creation and administration ○ Managing Acess of User
● Providing Office365 License via Microsoft 365 ADMIN Center
●Performing Fresh Start/Computer refresh via End point Manager
● Collaborating with other IT teams to resolve technical issues
● Documenting technical procedures and solutions
● Performing Desktop/Laptop backups and restores
● Installing, configuring, and maintaining desktop hardware and software
● Ability to work independently and as part of a team
● Proven experience in desktop support or related field
Technical Support Engineer, 12/2019 - 05/2022
Datamatics Global Services Limited - Manila Philippines
●Efficiently manage Technical Support Operations, Attentively troubleshooting issues to identify root causes and prevent recurrence thru
Phone Calls, Remote Support and Onsite.
● Peripheral Installation and configuration (ex: Dotmatrix/Inkjett/Laser
Printers, Barcode Scanners) even using a Print Server.
● Network Rehabilitation and Cabling /Setup
● Providing Shared Mailbox/DL access
● Performing Basic PowerShell Scripting
● Configuration of Biometric Devices and user management.
● Active Directory Management.
● Configuration of MS Outlook (2016,2019, 365).
● Monitoring Inventory and maintain accurate Inventory Records.
●Used support tickets to track and speed up incidents.
●Resolved service user requests within target timeframes.
●Set up new workstations for users with proper cables, equipment and software.
Desktop Support Engineer, 12/2017 - 12/2019
Systemantech Inc. - Manila, Philippines
● Providing L1 Support
● Troubleshoots and diagnoses escalated problems using checklists and guides to evaluate multiple options.
● Inventory of all O.S and applications under DC infra (license monitoring,
Re-arm).
● Monitoring Inventory and maintain accurate Inventory Records.
● Carried out accurate patching and unpatching of LAN points, enabling reliable operational facilities.
● Provided first-class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications.
● Offered clear, reliable desk-side support to internal service users,
rectifying issues quickly and accurately.
Bachelor of Science: Information Technology, 2017
University of Northern Philippines - Tamag, Vigan City, Philippines
High School Diploma, 2011
Saint Williams Institute - Magsingal, Ilocos Sur, Philippines
Primary School, 2007
Magsingal South Central School - Magsingal, Ilocos Sur, Philippines
