Senior Systems Engineer
Rizal
I’m an experienced IT Support professional with a strong background in technical troubleshooting, user support, access management, and Microsoft 365 environments. I help businesses resolve technical issues efficiently while ensuring users have a smooth and productive experience.
Astreya, Inc., full_time
Jan 2019 to Jul 2026
Provided technical support to 1,000+ users with a 99% issue resolution rate within SLA. Diagnosed and resolved conference room equipment issues, reducing downtime by 30%. Managed inventory & RMA processing, cutting discrepancies by 95%.
Astreya, Inc., full_time
Jun 2018 to Jan 2019
Monitored and updated 200+ daily tickets in the internal ticketing system. Provided access management support, handling VPN & network connectivity issues. Optimized inventory tracking, ensuring 100% compliance with asset management policies.
Hinduja Global Solutions (HGS), full_time
Jan 2016 to Jun 2018
Delivered first-level troubleshooting for hardware/software issues, resolving 85% of tickets on the first attempt. Fulfilled service request tickets across multiple sites, reducing request turnaround by 40%. Prevented SLA breaches by proactively following up on in-progress tickets. Managed identity and access control, reducing account-related downtime by 20%.
Phil-Data Business Systems, Inc. for HGS, full_time
Jun 2015 to Dec 2015
Assisted internal users with first-call resolutions, achieving a 92% user satisfaction rating. Managed account creation, deletion, and password resets, ensuring security compliance.