2022 May - Present, Current TEK Solutions Inc
- Communicates and resolves technical issues for users' desktops, laptops, mobile devices, and others
- Identifies hardware issues remotely, coordinates field visits for physical checking and repairs/replacement
-Deployment, management and troubleshooting of phones using cloud VoIP systems
- Well versed with Active Directory, O365, Azure
- Monitors and addresses workstation and server alerts, provides recommendations on procurement based on clients' needs
- Ticket tracking and time tracking in ConnectWise Manage
- Utilizing the N-able suite for RMM and backup/recovery solutions
- Experience with security systems covering EDR, Penetration Testing, IAM, Zero-Trust, PIIs, and cloud threat detection response
- Knowledge in configuring WANs, LANs, WLANs, routers and switches within clients' network
- Setup and management of cloud email signatures
- Local and network printer setup and troubleshooting
- Experience in supporting Windows, Mac, iOS and Android devices
- Knowledge with virtual systems, with basic to intermediate experience in setup and troubleshooting
2020 Jan - 2022 Nov, Dyninno Philippines Inc
- Handles training of new Level 2 IT Helpdesk representatives in PH and remote offices
- Monitoring and generation of status reports for Level 2 IT Helpdesk in PH offices
- Asset Inventory, Management, Procurement and Planning
- Resolving IT-related tickets submitted by employees, escalation to responsible departments when needed
- Coaching and mentoring tea-----------mbers to increase productivity, effectivity and establishing a result-oriented work environment
- Drafting and implementing policies, guidelines and procedures to streamline workflow of department
- Providing weekly meetings to tea-----------mbers to keep track of updates and train them appropriately
- Participates in business meetings to pinpoint areas of technical opportunities within the company and provide suggestions
2019 May - 2020 January, Magellan E-Solutions
- Caters to clients' (mostly managers and up) appointments or scheduled tickets and resolves technical issues for users' workstations, mobile phones, servers and others
- Diagnose and resolve issues remotely, schedules field visit for physical checking and hardware repairs/replacement
- Well versed with Active Directory, Exchange/O365
- Hardware and software troubleshooting
- Tackles and resolves server alerts, workstation alerts and also help diagnose clients' need for procurement
- Knowledgeable in ConnectWise Manage, ConnectWise Control and IT Glue
- Experience with supporting Mac and iOS/Android
- Intermediate knowledge with Windows 10 setup and troubleshooting
- Local and network printer setup and troubleshooting
- Basic to intermediate knowledge in VM setup and troubleshooting (VMWare, Amazon Workspaces, Citrix Receiver)
2016 Sept – Dec, BDO Unibank Inc.
- UNIX System Administrator
- Deployment and Maintenance
2016 Feb – September, 2017 April – 2019 May, Teleperformance
- IT Specialist, Service Desk
- WAHA (Work At Home Agents) IT Team
- Cater to in house employees for basic level troubleshooting Windows and Mac OS experience
- Knowledge in setting up VPN and VM (Citrix Receiver)
- Active Directory (password reset/unlock/permission)
2015 April – 2016 Feb, SITEL Philippines Inc. (AVG Technologies Inc.)
- Customer Care
- Sales / Billing
