Experience

IT Contractor

• IT Services and IT Consulting
• 1 - 100 Employee

• Help Desk Technician

  • Dec 2020 - Present

  - Proactively managing and resolving end-users' technical issues, ensuring prompt and effective solutions. - Creating, modifying, and removing user accounts in Active Directory, Office365, and Azure, optimizing user access and permissions. - Managing access permissions to shared mailboxes, security groups, and other internal applications, ensuring secure and efficient communication. - Coordinating with vendors to efficiently resolve issues related to third-party applications, maintaining smooth operations. - Actively participating in company projects related to changes and upgrades on servers and other systems, contributing to the enhancement of infrastructure and overall performance. Show less



Newberry Group

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

• Help Desk Support Specialist

  • Sep 2017 - Dec 2020

  - Proactively resolved client issues by effectively managing and collaborating with cross-functional support groups, ensuring timely and satisfactory resolutions. - Coordinated closely with the client's IT team to gather essential data and document all necessary information and requirements for the Helpdesk team, optimizing support for the company's critical processes. - Streamlined helpdesk procedures by creating comprehensive documentation that adhered to the client's guidelines and requirements, enhancing efficiency and reducing response times. - Spearheaded the Onboarding project, successfully delegating tasks and tickets to each helpdesk technician on the onboarding team, ensuring smooth transitions and seamless integration for new clients. - Coordinated server and account changes or issues during onboarding, guaranteeing that all systems were functioning correctly and all team members had proper access to facilitate the completion of tasks effectively. Show less



Panthera Technologies

• United States
• Computer Networking Products
• 1 - 100 Employee

• Helpedsk Technician

  • Jul 2016 - Sep 2017

  • Proactively resolved escalated client issues by managing them and collaborating with level 1 helpdesk technicians. • In-Charge of Onboarding and Offboarding of users/clients in Active Directory and Exchange/Office 265 • Administer user accounts and permission to shared mailbox, Security groups, O365 and distribution groups. • Troubleshoot vpn and other network connectivity issues. • Streamlined helpdesk procedures by creating documentation that adheres to the client's guidelines and requirements. Show less



Techno Global Team (TGT)

• Philippines
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• IT Support Technician

  • Jan 2016 - Jul 2016

  • Proactively manage and resolve user issues raised through Connectwise. • Manage and monitor Labtech alerts and report to Level 3 engineers as necessary. • Coordinate with vendors to resolve issues related to third-party applications and equipment. • Monitor server backups and report errors to system engineers. • Perform server patching on weekends and submit a report to management. • Proactively manage and resolve user issues raised through Connectwise. • Manage and monitor Labtech alerts and report to Level 3 engineers as necessary. • Coordinate with vendors to resolve issues related to third-party applications and equipment. • Monitor server backups and report errors to system engineers. • Perform server patching on weekends and submit a report to management.



Stefanini Brasil

• IT Services and IT Consulting
• 700 & Above Employee

• I.T Service Desk analyst / Remote Desktop Support (APAC)

  • May 2014 - Oct 2015

  • Proactively managed and resolved user’s issue/concerns that was raised through Service Desk Managed tool. • Collaborated with onsite engineers or contractor to setup new machines to be issued to new users in all APAC offices. • Collaborated with onsite engineers or contractors to resolve issues concerning the hardware assigned to a user that cannot be done remotely • Facilitate training of new hire helpdesk technicians and monitor their progress as they go live with the support team. • Supervised and support the Shared Services Team that composed of 10 Helpdesk technician and assist them with their queries about the account. Show less



Dell International

• NCR - National Capital Region, Philippines

• Technical Support Associate

  • Feb 2011 - Apr 2013



SYKES Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support

  • Feb 2008 - Feb 2011



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Technical Support

  • Feb 2007 - Sep 2007