Key Responsibilities:

• Administer onboarding / offboarding user ID’s & passwords, system access for the various applications used, ensuring system security is maintained.
• Setup hardware as purchased and ensure Company standards/configurations are used (remotely)
• Maintain Endpoint Protection Products, End Point Protection, Mobile Device Management, and Remote management.
• Check the daily reports and action on any threats found. Ensure the latest Software, Policies and updates are being applied.
• Maintain an up-to-date asset list of all computer hardware.
• Administer procurement requests with vendors.

System monitoring and maintenance:

• Check and Maintain Updates for all systems, patch servers with recommended windows Security patches and reboot servers once applied.
• Routinely check backups are performed periodically and completed without error. Errors are to be investigated and rectified or escalated.

WORK EXPERIENCE

MICROSOURCING PHILIPPINES INC.

Eastwood, Libis | March 2022 – Present
L2 Helpdesk Technician / IT Support Specialist

• Administer onboarding/offboarding user IDs & passwords, system access for various applications, ensuring system security is maintained.
• Setup hardware as purchased and ensure company standards/configurations are used (remotely).
• Maintain Endpoint Protection Products, Mobile Device Management, and Remote Management.
• Monitor system security, check reports, and address any threats.
• Keep an updated asset list of all computer hardware.
• Handle procurement requests with vendors.
• System monitoring and maintenance, including security patches and server reboots.
• Ensure routine backups are performed successfully and troubleshoot any errors.
• Provide technical support via ticketing system, inbound/outbound calls.
• Identify and troubleshoot technical issues for clients.
• Escalate advanced cases to engineers via App.Shortcut.
• Utilize tools such as Zendesk, App.Shortcut, Stripe, Flightdeck, Slack, Confluence, Anydesk/TeamViewer.

TRANSCOM WORLDWIDE PHILIPPINES

Pasig | September 2018 – February 2022
Technical Support Representative

• Provided technical support via inbound calls, outbound calls, messaging apps, and live chat.
• Assisted customers in diagnosing and resolving service issues related to TV, broadband, landline, and email services.
• Participated in a major program (Service Index) to develop improved customer service solutions.

TELEPERFORMANCE

Ayala, Makati | September 2014 – January 2018
Customer Service Representative

• Assisted customers in booking reservations and finding available properties.
• Provided relevant information on preferred locations.
• Transferred to Technical Support after one year.
• Assisted hotel employees/owners in troubleshooting reservation software via inbound calls, outbound calls, and chat.

KNOWLEDGE / SKILLS

• M365 Administration
• Network & Desktop Troubleshooting
• Server OnPrem Administration & Backup Monitoring (Cove)
• MDM Administration (Intune, N-Able)
• L1 & L2 Support Ticket Handling
• VIP Support
• VPN Profile Creation (Cisco Meraki)
• IT Project Tasks & Supervision
• Software & Windows/MacOS Patching
• Application Packaging & Publishing (Intune, Workspace One, Jamf Pro)
• Jamf Pro Administration for Mac Devices
• Hardware Troubleshooting for End Users & VIPs
• User Onboarding/Offboarding
• Desktop & Server Support, Installation & Administration
• MDM & Cloud (Azure, AWS, VM Workspace One, Microsoft Intune, Jamf Pro)
• Windows Patching & Security Hardening
• Hardware Firmware & BIOS Updates
• SCCM Client Installation & Troubleshooting
• Domain Configuration (Active Directory, DHCP, DNS, MS Exchange)
• Ticket & Task Management (ServiceNow, Jira, ConnectWise)

TRAININGS & CERTIFICATIONS

• Microsoft Workshop – Intune MDM/MAM
• ITIL Foundation in IT Service Management
• Essentials of IT Service Management & Infrastructure Library Level 4
• Diploma in Cyber Security
• Visual Basic Programming

ABOUT

• Gamer/Streamer Enthusiast
• Photography
• Video Editing
• Web Design
• Cryptocurrency Trader

EXPERTISE

• Time Management
• Communication
• Problem Solving
• Technical Skills
• Creativity
• Leadership

EDUCATION

AMA Computer College East Rizal
Bachelor of Science in Information Technology (Undergraduate, 3rd Year)
2008 – 2013