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IT Helpdesk Specialist
Proficient in:
Active Directory & LDAP: Experienced in managing user accounts, groups, permissions, and organizational units within Active Directory environments. Proficient in Lightweight Directory Access Protocol (LDAP) for directory services.
ServiceNow: Skilled in ServiceNow platform administration, including configuration, customization, and i----------- management workflows.
Remote Desktop Tools: Extensive experience with various remote desktop tools such as Bomgar, LogMeIn, AnyDesk, etc. Proficient in remote troubleshooting, assistance, and system administration tasks.
Microsoft Office 365 & Exchange: Proficient in administering and troubleshooting Office 365 services, including Exchange Online, SharePoint Online, and Microsoft Teams.
Microsoft Intune & Azure: Competent in managing and securing endpoints through Microsoft Intune, as well as cloud services and resources on the Microsoft Azure platform.
SAP & GRC Tools: Familiar with SAP systems and Governance, Risk, and Compliance (GRC) tools for managing access controls, compliance, and risk mitigation within enterprise environments.
Web Conferencing Tools: Skilled in utilizing various web conferencing tools such as Microsoft Teams, Cisco Webex, and Skype for virtual meetings, collaboration, and remote communication.
Experienced in:
Technical Support: Proficient in providing technical assistance and troubleshooting to end-users, resolving hardware, software, and network issues promptly and effectively.
Customer Service: Experienced in delivering exceptional customer service, addressing inquiries, and ensuring customer satisfaction through effective communication and problem-solving.Hardware & Software Repair for Windows &
Mac systems: Skilled in diagnosing and repairing hardware and software issues on both Windows and Mac systems, including upgrades, installations, and maintenance tasks.
Computer Maintenance: Experienced in performing routine maintenance tasks to optimize system performance, including software updates, disk cleanup, and system monitoring.
Printer Installation & Network Repair: Proficient in setting up and configuring printers, as well as troubleshooting network connectivity issues related to printing.
Familiar with:
Virtual Desktop Infrastructure (VDI): Knowledgeable about Virtual Desktop Infrastructure (VDI) solutions for centralized desktop management and deployment.
Remote Desktop Protocol (RDP): Familiar with Remote Desktop Protocol (RDP) for remote access and control of Windows-based systems.
Citrix: Basic understanding of Citrix virtualization solutions for application and desktop delivery in enterprise environments.
PROFESSIONAL EXPERIENCE
Infosys BPM Limited (Helpdesk)
Vector 2, Alabang, Muntinlupa City, Philippines
Oct 2018 - Feb 2024
Facilitated efficient communication and issue resolution between clients and internal teams, ensuring timely problem resolution.
Maintained meticulous documentation of i----------- and resolutions in a ticketing system, contributing to a comprehensive service quality and knowledge base.
Demonstrated proficiency in Access Management, overseeing tasks such as password resets, account unlocks, creation, deactivation, and transfers with precision.
Specialized in SAP Support, guaranteeing smooth user access through effective management of SAP password resets.
Conducted manual and Intune push installations of software, enhancing system functionality and user experience.
Managed mailbox access, distribution lists, and email delegation, streamlining communication processes within the organization.
Assigned licenses and reset multi-factor authentication, upholding system integrity and facilitating seamless user access.
Successfully administered access permissions, executed software installations, and efficiently managed license and multi-factor authentication resets.
