Nelvin B. Torino

IT Technical Support Engineer with over 5 years of experience providing Level 1-2 technical support across healthcare, laboratory and retail sectors. Skilled in troubleshooting hardware, software and network issues, managing incidents, and maintaining IT infrastructure to ensure system reliability and business continuity. Known for a customer-focused approach, strong problem solving abilities and effective collaboration with stakeholders to improve system performance and operational efficiency.

IT Technical Support Engineer - Unison Solutions Delivery, Inc. - Philippines

(2024-09 - 2026-02)

• Managed end-to-end incident resolution through ticketing systems, ensuring Service Level Agreements (SLAs) compliance, accurate documentation, and high service standards.
• Administered and supported hardware, software, network infrastructure, POS systems, and GeneXpert diagnostic platforms to maintain operational continuity.
• Led the installation, configuration, maintenance, and lifecycle support of GeneXpert systems, including software upgrades, backups, patch management, and preventive maintenance.
• Performed root cause analysis and implemented corrective actions to improve system reliability, reduce recurring incidents, and enhance operational efficiency.
• Collaborated with vendors and cross-functional teams to troubleshoot complex technical issues and support infrastructure enhancement initiatives.
• Provided user training, technical guidance, and stakeholder communication to promote effective system utilization and user satisfaction.
• Drove continuous improvement through proactive monitoring, process optimization, and the development of support documentation and best practices.

IT Support Specialist - Tierra Network Technologies Inc. - Philippines

(2023-11 - 2024-04)

• Provided technical support and troubleshooting for company products, hardware, software, and network environments.
• Investigated incidents and performed root cause analysis, implementing corrective actions to reduce recurring issues.
• Acted as the primary contact for customer technical inquiries, ensuring timely issue resolution and customer satisfaction.
• Installed, configured, and maintained IT systems and infrastructure to support business operations.
• Conducted product demonstrations, user onboarding, and training sessions to promote effective system adoption.
• Collaborated with cross-functional teams to enhance processes, documentation, and overall service delivery.

IT Technical Support Staff - First Vita Plus Marketing Corporation - Philippines

(2019-02 - 2023-07)

• Provided technical support via phone, email, and ticketing systems, ensuring Service Level Agreements' compliance and high service standards.
• Troubleshoot and resolved hardware, software, user access, and network issues to minimize downtime.
• Managed incident and service request lifecycles, including ticket logging, prioritization, tracking, and documentation.
• Administered Active Directory accounts, access rights, and permissions.
• Deployed, configured, and maintained end-user devices and IT peripherals.
• Collaborated with cross-functional teams to resolve complex issues and improve Service Desk processes and efficiency.

B.S. - Information Technology - Lyceum of the Philippines University (2012 - 2017)