2013
BS Computer Science
Taguig City University
My Skills and Competencies
Social Media Management
Customer Relationship Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
-
2026
Connect OS Philippines,
(Solutions Helpdesk Engineer)
❖ Ensure all Solutions Support tickets logged with the Solutions Helpdesk are managed
within agreed to Service Level Agreements
❖ Ensure escalations to architects and 3rd party vendors are actively managed
inclusive of Communication plan
❖ Managing relationships with customers & Solutions team in resolving complex
problems & issues – process, software (M-Files, ABBYY, PSICapture), hardware, etc.
❖ Passionate about support and implementation, driving change, influencing and
innovating
❖ Actively participates in continuous improvement in the Solutions Support and
Implementation
❖ Actively participating & contributing to the wider Solution Support Services team
goals
2022
-
2023
Techno Global Team Inc.,
(L2 IT Support Engineer)
❖ Working in a Managed Service Provider company
❖ Systems and Network Administration (Patch Management, Firmware Upgrades,
Firewall System Management)
▪ Windows Servers 2012-2019 (AD, AZURE AD, DNS, DHCP, Print Server, Online
Exchange/ 0365)
▪ Virtualization: VMware & HyperV
▪ Backup systems and Storage
▪ Network and Security (Firewall Systems, Router and Switches etc.)
❖ Provides remote support to a very wide array of customers
❖ Supporting servers, desktops and applications within Microsoft AD, Exchange and
Azure environments
❖ Delivering the support of VMware, Citrix-based and other cloud infrastructure
❖ Assist in the administration and support of the Local Area Network, including data
management and printing facilities, e.g., Active Directory.
❖ Performing a wide variety of Level 1 - 2 support functions across many technologies.
❖ Perform root cause analysis to get a better understanding of ticketed issues and
provides solutions without escalating the ticket.
❖ Handles Priority 1 – 4 tickets and provides end to end technical solutions
❖ Clients management - Calls, emails & chats
2021
-
2022
Optum Global Solutions Philippines Inc.,
(Technical Support Analyst)
❖ Serving as the first point of contact for customers seeking technical assistance.
❖ Performing remote troubleshooting through diagnostic techniques and pertinent
questions.
❖ Working support requests through a ticketing system, including adding relevant notes
and solutions.
❖ Direct unresolved issues to the next level of support personnel.
❖ Pass on any feedback or suggestions by customers to the appropriate internal team.
❖ List of support: Active Directory, Password Reset, Citrix, Outlook, Office 365, Network
Drive, Cisco Anyconnect VPN, MS Teams, Docking Station, Monitor, Headset and
Computer Audio Issue, RSA, Genesys WWE Softphone, Printer including Anywhere Print,
Windows Hello, Smartcard, Yubikey, Network connection, VMware Horizon View
Client, Workspace ONE, Microsoft Intune, VCC Desktop Softphone, RxClaim, PCOMM
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Customer Relationship Expert
Handling customer inquiries, complaints, and feedback.