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IT Support Specialist | IT Support
Engineer
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0547904102
Summary
Experienced IT Support Specialist with 12 years of
proven success in delivering technical support, maintaining infrastructure, and
managing end-user systems across diverse environments. Skilled in
troubleshooting hardware and software issues, managing Windows and Mac OS
platforms, network administration, and providing Tier 1–3 support. Adept at
implementing ITIL best practices, improving service delivery, and supporting
cloud-based tools (e.g., Office 365, Google Workspace). Strong communication
and interpersonal skills with a track record of mentoring junior staff and
ensuring high user satisfaction. Experienced in working in both enterprise and
small business environments, with a strong focus on reliability, security, and
user efficiency.
Experience
IT Support Engineer
Riyadh Cables Group
February/2024 – Present - Riyadh Saudi Arabia
Supporting more than 4000
employees to address end user support tickets.
Responsible for
maintaining network infrastructure all layer 2 network configuration and maintaining layer 2 network devices.
Responsible
for conducting fibre implementation for core switches all across the company
network infrastructure.
Monitoring
patch management for end user workstation using Malwarebytes Endpoint
management.
Reviewed and recommended
technological upgrades for the IT infrastructure directly leading improvement
in overall productivity.
System Admin Support
Essential Technologies Group
July/2018 – October/2023 - Philippines
Monitoring daily system
verifying integrity and availability of hardware, server resources.
Managed
Office 365, Active directory servers maintaining licenses and provision and
administering user accounts creation.
Collaborated
on migrating on premise server to cloud using office 365 platform on legacy
clients.
Monitoring
daily backups NetGear ReadyNAS, Acronis, Probax, ShadowProtect, Veeam, Datto
platform.
Monitoring
and managing patch management using Kaseya platform.
Handled day to day technical
issues related to software and hardware issues for 500 small to medium
businesses.
IT Helpdesk Engineer
Far Out Solution
March/2016 –May/2018 - Philippines
Handled day to day technical
issues related to software and hardware issues for small to medium businesses.
Supervising
all support tickets and assigning to support team and making sure that tickets
are meeting SLA’s.
Collaborated
on implementing VOIP through MS teams using Polycom Ip phones.
Monitored
azure backup for profile backup on daily basis for all C-level clients.
Implemented on creating of
knowledge based documents for new and repetitive issues for reference for maximizing
productivity on a daily basis.
Network Provisioning Support
TPG Telecom
July/2014 – January/2016 - Philippines
Supporting on provisioning routers,
switches on small to medium businesses.
Responsible
on customer activation and verify connectivity after CPE installation.
Working with
network engineers, field technicians, and NOC teams to resolve provisioning
delays.
ensures smooth delivery and
activation of network services by configuring devices, circuits, and customer
accounts
Technical Support Level 2
Stream Global Services
June/2012 – July/2014 - Philippines
Providing technical
assistance for HP laptops serve as a 2nd line of support for
troubleshooting HP laptops.
Experience in
making sales for out of warranty laptops.
Awarded as
the most productive employee for fixing a lot of laptop issues in a month for 3
consecutive months.
Education
Bachelor’s Degree
in Computer Engineering
STI COLLEGE GLOBAL CITY
Fort Bonifacio
Drive Taguig City Philippines
Courses
Cisco Certified Network Associate
CCNA – Cisco ID:CSCO-----------
Earned on: November 26, 2015
Microsoft Certified Professional
Earned on: March 16, 2018
Certification number: -----------A441BG
Microsoft® Certified Solutions Associate: Office 365
Earned on: April 26, 2019
Certification number: 44B-----------AE6
Exam MS-102: Microsoft 365 Administrator
Earned on: June 13, 2025
Skills
Operating Systems: Windows, macOS installation,
configuration & troubleshooting
Networking: TCP/IP, DNS, DHCP, VPN,
LAN/WAN, firewalls, routers & switches
Hardware Support: PC/laptop assembly,
printers, peripherals, servers & mobile devices
Software Support: Installation,
configuration, patching, and troubleshooting applications
Active Directory & Group Policy: User account management, permissions, policies
Remote Support Tools: TeamViewer,
AnyDesk, RDP, Citrix, VPN solutions
Virtualization & Cloud: VMware,
Hyper-V, Microsoft 365, Azure, Intune
Ticketing Systems: ServiceNow, Jira,
Remedy, ManageEngine, Zendesk, ITSM, Salesforce, ConnectWise.
Backup & Recovery: Data
restoration, system imaging, disaster recovery procedures
Cybersecurity Awareness: Antivirus,
endpoint protection, email security, MFA
Scripting: PowerShell, Bash.
ITIL Foundation knowledge (i-----------, problem,
change management)
Cloud Administration: Azure
Problem-Solving: Ability to quickly
identify and resolve IT issues
Communication: Clear explanations to
both technical and non-technical users
Customer Service: Patience, professionalism, and
empathy when supporting users
Time Management: Handling multiple tickets and
priorities effectively
Team Collaboration: Working with
cross-functional IT and business teams
Adaptability: Learning new systems,
tools, and technologies quickly
