L3 Desktop Support Technician
Full-time
Nov 2019 - Present · 6 yrs 8 mos
On-site
• Promoted to L3 Desktop Support Technician and assigned as sub-team leader for the Site IT
team
• Promoted as an IT Liaison of 3 major client I mainly support - -----------, Doordash and Health Care Service Corporation
• Acted as the main point of contact for IT equipment donations from 2023-Present, coordinating the successful distribution of over 1000+ IT devices to underprivileged schools across the Philippines,
• Monitor ticket of tea-----------mbers and manage incident and request tickets via ServiceNow, ensuring 95–100% SLA compliance of the team
• Handle incident escalation collaborating with senior engineers and clients
• Coordinating with vendors for procurement of IT equipment, tracking delivery and securing necesarry approvals from PEZA
• Served as the primary point of contact for IT asset disposal (2023–Present), overseeing the decommissioning of 100,000+ assets across multiple sites and coordinating with vendors. Improved storage capacity and generated additional revenue through asset resale, contributing to increased department resources.
• Led the production rehabilitation for -----------, completing reimaging and configuration of 700 + endpoints while coordinating with global teams, vendors, and stakeholders. Ensured minimal downtime and smooth operations.
• Process improvement Team
Microsoft Endpoint Configuration Manager, VLAN and +18 skills
L2 Desktop Support Technician (Tier 2 Helpdesk)
Full-time
Apr 2020 - Aug 2023 · 3 yrs 5 mos
Hybrid
•Provided remote support in Windows and macOS/macOS operating systems, user account administration and access management, device management, software support, and network connectivity troubleshooting
•Technical troubleshooting - resolved and analyzed user issues with focus on clarity and user satisfaction
•Assisted with Microsoft 365 user administration, password resets, MFA setup, and access management.
•IT operations - Provided day-to-day support to internal employees via chat and email in a timely manner
•Guided users through system features and troubleshooting steps
•Internal knowledge base documentation about technical issues for future reference
•Maintained full ticket ownership and followed up with employees to ensure technical issues were resolved.
•Built trust with users through clear and empathetic communication
•Handled high-volume support requests while maintaining quality interactions
•Worked with SaaS tools such as Microsoft 365, Google Workspace, Zoom, and Slack
•Educated users on technical issues in a user-friendly manner
•Provided global help desk support using remote support tools such as LogMeIn and ScreenMeet.
•Maintained 95–100% SLA compliance through timely ticket resolution and follow-up
•Assisted onboarding/offboarding by device provisioning
•Supported endpoint management and security compliance
•Maintained technical documentation and operational procedures
•Performed proactive system monitoring and troubleshooting
•Assisted with MFA implementation and secure access practices
•Managed multiple support requests simultaneously while maintaining SLA compliance
•Provided remote support across multiple business applications and user environments
•Created detailed ticket documentation and escalation notes for senior engineers
•Troubleshot Microsoft 365 services including Outlook, Teams, and OneDrive
Site Technology Operations (Intern)
Internship
May 2019 - Oct 2019 · 6 mos
On-site
Maintain IT Asset Inventory such as devices and peripherals
Performed quality assurance on computer peripherals and tested devices for reuse.
Supported production floor setup, ensuring all workstations were cable-groomed and operational.
Assisted in IT Asset Management processes, focusing on accurate documentation and reporting.
