Seeking an IT Tier 2 position leveraging 18 years’ experience in the IT industry, excelling in communication, leadership, and hands-on project management. Proven track record in planning, analyzing, and executing projects within established constraints.
Qualifications and Competencies
Over 18 years in Project Management, Client Service, and IT Industry.
Expertise in leading cross-functional teams through effective mentoring.
Strong communication, interpersonal, and presentation skills.
Proficient in cultivating positive client and colleague relationships.
Exceptional leadership abilities; skilled in
prioritization, delegation, and decision-making.
Demonstrated problem-solving capabilities and
implementation of corrective processes.
Knowledge and Skills
Organizational effectiveness and Operations/Team Management.
Proficiency in Microsoft Office, Google Apps, and Documents.
Experienced in Teamdesk, Teamwork, Asana, Monday Board, Slack, and Zoom for Project collaboration.
Competent in Active Directory, ServiceNow, SCCM, LMI, AWS, Azure, Exchange Server.
Technical Skills
Installationand troubleshooting of Microsoft Windows OS, Office Applications, and O365 Suite (Mac and Windows OS).
Virus removal, Remote Desktop, PC Assembly, Hardware/Software Installation (Mac and Windows OS).
LAN setup, configuration, and security (DSL, Cable, Fiber connection).
Computer hardware and software troubleshooting.
Small business/home network installation (cabling, LAN configuration, network
security).
Trainings and Certifications
Information Security Training, Code of Business Conduct, Phishing Awareness, Generative AI, ITIL4 LEAN, Quality 101
EMPLOYMENT EXPERIENCE
Programmer Analyst L2 – Remote Control Team (OFFICE BASED)
Cognizant Technology Solutions (Johnson & Johnson account) – Philippines
Nov 2024 to June 2026
Areas of Responsibilities:
Remote troubleshooting: Diagnose and resolve software, hardware, and network issues for end-users from a remote location.
Software management: Install, update, and configure operating systems, applications, and security patches.
User support: Provide step-by-step guidance to users on how to use new software or solve problems, often over the phone, email, or chat.
Documentation: Log and document all technical issues and resolutions in a ticketing system for tracking and future reference.
Problem escalation: Escalate complex or unresolved issues to senior tea-----------mbers for further assistance.
IT SERVICE DESK - S.M.E. / Knowledge Manager (OFFICE BASED)
Wipro Limited (Ingredion
and McGraw-Hill) – Philippines
June 2016 to Nov 2024
Areas of Responsibilities:
Produced management information, including KPIs and reports.
Delegated tasks and set deadlines for internal teams.
Monitored team effectiveness, recommending improvements.
Supported team development with training activities.
Installed new technologies, provided remote technical support.
Managed operating system maintenance and repairs.
Quality Assurance / IT
Consultant (OFFICE BASED)
Stream Global Services (Dell XPS) - Philippines
March 2010 – June 2014
Areas of Responsibilities:
Documented internal audits and quality assurance activities.
Investigated customer complaints and non-conformance issues.
Analyzed data for quality system improvements.
Developed and monitored corrective/preventive actions.
Prepared reports on quality activity outcomes.
Identified and organized training interventions.
Supervised document management systems.
Customer Care
Specialist (OFFICE BASED)
IBM Daksh (Apple Account) - Philippines
April 2006 – February 2010
Areas of Responsibilities:
Facilitated inter-team communication across multiple projects.
Implemented proactive solutions through quality data analysis.
Supervised team operations, ensuring compliance with legal standards.
Verified
