Helpdesk Technician
Cebu
As a dedicated and customer-focused IT professional, I have extensive experience in providing comprehensive technical support and resolving complex IT issues. With a strong background as a Technical Support Specialist, Service Desk Specialist, and Information Technology Technician, I have honed my skills in remote user support, system troubleshooting, and proactive problem-solving. My expertise spans a variety of systems and software, including Active Directory, Microsoft 365, and Google Workspace. In my previous roles, I was responsible for handling support requests via multiple channels, documenting all interactions, and escalating issues to ensure timely resolution. I am adept at following established procedures, meeting SLAs, and providing clear, concise communication to clients. I have a proven track record of taking ownership of customer issues from initial report to final resolution, while maintaining a high level of professionalism and customer service, even in high-pressure situations. My goal is to leverage my technical skills and commitment to client satisfaction to contribute to a dynamic and forward-thinking team.
Innovative Systems Group, contract
Mar 2026 to Present
Cloud Administration & Access Management (Microsoft 365 & Entra) Provision, modify, and offboard user accounts, group memberships, and software licenses via Microsoft 365 Admin Center. Manage identity, user authentication, Conditional Access policies, and Multi-Factor Authentication (MFA) within Microsoft Entra ID. Administer cloud-based mailboxes, SharePoint permissions, and Microsoft Teams access to keep organization data secure. Endpoint & Mobile Device Management (Intune) Deploy, configure, and maintain Windows and Mac devices using Microsoft Intune policies and configuration profiles. Manage mobile devices (MDM/MAM) to guarantee compliance and security for remote and hybrid staff. Package, push, and update required productivity applications seamlessly across all end-user endpoints. Remote Support & System Monitoring (Datto) Monitor system health, apply security patches, and push automated scripts across workstation fleets via Datto RMM. Provide high-touch, rapid-response remote support to end users using Datto Remote Monitoring and Management tools. Identify, triage, and resolve incoming hardware, software, and network tickets while maintaining documentation standards. Hardware & On-Site IT Support Set up, image, deploy, and troubleshoot laptops, desktop workstations, monitors, printers, and peripheral devices. Manage IT inventory, hardware lifecycles, asset tagging, and secure equipment decommissioning. Diagnose and repair local hardware failures, peripheral connectivity, and physical office network issues. User Training & Non-Profit Mission Support Assist with staff technical onboarding, security awareness training, and cloud software adoption. Draft user-facing knowledge base articles and self-help documentation tailored to non-technical team members. Ensure all technical support aligns with Cara Collective’s mission to support workforce development and community impact.
Prime System Solutions, full_time
Nov 2024 to Mar 2026
Provide initial point of contact for clients experiencing technical issues during after-hours periods, leveraging self-support resources and independent problem-solving. o Respond to incoming support requests via phone, email, or ticketing system. o Perform basic troubleshooting and resolve common technical problems. o Accurately document all support interactions and resolutions. o Escalate complex issues to on-call Tier 2 technicians or relevant teams. o Monitor critical systems and services for alerts and potential outages. o Follow established procedures and SLAs for issue resolution. o Provide clear and concise communication to clients regarding issue status. o Perform basic network and server monitoring. o Maintain a high level of professionalism and customer service, even during stressful
Veritas IT Solutions, full_time
Dec 2022 to Oct 2024
Work experience with different systems, software, and hardware. o Opportunity to work on IT projects. o Exposure to IT and development. o Work in collaboration with a team. o Guided by experts and professionals in the field and learn on the job. o Take ownership of customer issues reported and see problems through to resolution o Research, diagnose, troubleshoot and identify solutions to resolve customer issues o Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams o Provide prompt and accurate feedback to customers o Ensure proper recording and closure of all issues o Prepare accurate and timely reports o Document knowledge in the form of knowledge base tech notes and articles o Follow the SLA for issues with respect to the severity.