IT / Service Desk Support
Cebu
I'm an IT Support Specialist and Microsoft 365 Administrator with over 5 years of experience delivering technical support for global clients. My expertise includes Level 1 and Level 2 IT Support, Microsoft 365 administration, Active Directory, identity and access management, incident management. Currently, I serve as a Level 2 IT Support Engineer and Shift Lead, managing escalations, mentoring support teams, and collaborating with cross-functional teams to ensure timely issue resolution and high service quality. I take pride in providing excellent customer service, communicating effectively, and finding efficient solutions to technical challenges. I'm seeking a long-term remote opportunity where I can contribute my technical expertise, strong work ethic, and commitment to delivering exceptional support while helping businesses achieve their goals.
Accenture in the Philippines, full_time
Mar 2023 to Present
L2 IT Support and Shift Manager managing daily operations, handling complex incidents and escalations, and ensuring SLA compliance. Led shift activities, guided L1, and maintained service quality while resolving advanced technical issues.
Concentrix, full_time
Dec 2020 to Mar 2023
Worked as a Technical Support Engineer at Concentrix, supporting QuickBooks by diagnosing software issues, resolving customer inquiries, and assisting with account setup and transactions. Collaborated with teams to escalate complex cases and ensure accurate and timely resolutions.
TrustArc, internship
Aug 2019 to Apr 2020
Worked as a QA Engineer Intern at TrustArc, helping test applications, report bugs, and ensure system performance and quality. Gained hands-on experience in software testing, defect tracking, and team collaboration within the development lifecycle.