Experience

4it

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Helpdesk Engineer

  • Mar 2022 - Present

  • Manage and monitor tickets through ConnectWise Manage service requests and incident tickets • Works on Windows Computers and Servers, Active Directory, and Office365/Exchange • Performed User On/Off Boarding using Active Directory, Exchange/O365 by following Security Procedure • Allow and Block emails and websites via Barracuda Email Protection and Cisco Umbrella • Walk-through and Troubleshoot client issues (Laptop/PC, Printers, Applications, etc.) • Provided client Remote assistance • Assist in client VPN and RDP setup and troubleshooting • Ensures security protocol is being followed • Followed defined troubleshooting procedures Show less



None

• Philippines

• Help Desk Analyst

  • Feb 2021 - Mar 2022

  • Handling multiple MSP • Respond to incoming calls and emails, set priority, and ensure ticket flow • Monitored ticketing system for service requests and incident tickets • Assist client CITRIX, VPN and RDP setup and troubleshooting • Works on Windows Computers and Servers, Active Directory, and Office365/Exchange • Performed User On/Off Boarding using AD, Exchange/O365 by following Security Procedure • Walk-through and Troubleshoot client issues (Laptop/PC, Printers, Applications, etc.) • Provided client Remote assistance • Ensures security protocol is being followed • Followed defined troubleshooting procedures • Identify any high-priority issues and escalate them to the next level Show less



Amihan Global Strategies (AGSX)

• Philippines
• IT Services and IT Consulting
• 1 - 100 Employee

• Cloud Support Engineer

  • Jun 2018 - Feb 2021

  • Monitored ticketing system for service requests and incident tickets via Salesforce and Jira • Performed User On/Off Boarding using AD, Exchange/O365, and other accesses • Assist client CITRIX, VDI, VPN, and RDP setup and troubleshooting • Maintain multiple infrastructure environments (FortiNet, Citrix, Vmware Vsphere, Active Directory, and Microsoft Exchange 2010/2013). • Managed Server windows security patches • Monitored Server Alerts via the ticketing system, SolarWinds, and Logic Monitor • Managed Email Spam Filtering ensuring valid emails are accepted and blocked spam emails via AppRiver and Mimecast • Managed client’s Cloud Backup, Veeam, and Zerto backup • Walk-through and troubleshoot client issues (Laptop/PC, Printers, Applications, etc.) • Provided client Remote Management assistance • Ensures security protocol is being followed • Identify any high-priority issues and escalate them to the next level Show less



QBE GSSC

• Region VII - Central Visayas, Philippines

• IT Service Desk Analyst

  • Jul 2015 - May 2018

  • 1st line IT Service Desk support • Log requests and issues via the ServiceNow ticketing system • Daily work – Extending/Unlocking/Resetting user accounts, investigating problems, escalating calls, remote support, troubleshooting, and monitoring User’s incidents & request • Assist users with CITRIX and WYSE Terminal issue • Follows defined troubleshooting procedures documented in Knowledge Management Tool • Manage requests, ensuring these are dealt with in accordance with agreed protocols and SLAs • Liaising with Line Manager, Senior IT Service Desk team, and other QBE Departments such as the Major Incident team for major incidents and high-priority issues impacting the business • Additional responsibilities – Backup POC and Support Trainer Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Associate

  • Mar 2014 - Jul 2015

  • 1st line Internet Technical Support. • Walkthrough and configure modem/router settings such as Wi-Fi and LAN settings, Port forwarding, and DMZ • Follows defined troubleshooting procedures documented in Vault Article tool • Assist user on the email account issue and configuration such as blocking, filtering, and forwarding emails • 1st line Internet Technical Support. • Walkthrough and configure modem/router settings such as Wi-Fi and LAN settings, Port forwarding, and DMZ • Follows defined troubleshooting procedures documented in Vault Article tool • Assist user on the email account issue and configuration such as blocking, filtering, and forwarding emails



Kudo Support, INC.

• Region VII - Central Visayas, Philippines

• Technical Chat Support

  • Nov 2012 - Mar 2014

  • 1st and 2nd line VoIP Technical Support. • Walkthrough on how to configure modem/router for port forwarding and DMZ • Assisting customers in managing their VoIP account settings such as call forwarding and voicemail • 1st and 2nd line VoIP Technical Support. • Walkthrough on how to configure modem/router for port forwarding and DMZ • Assisting customers in managing their VoIP account settings such as call forwarding and voicemail