2010
Information Technology
University of Perpetual Help System Dalta
More Info About Me
As a highly skilled and motivated System Administrator, I bring a strong blend of technical knowledge and customer service to the table. With over 10 years of experience in the field, I have a deep understanding of network architecture and administration, as well as experience in implementing security measures to protect against cyber threats. I have a talent for troubleshooting and problem-solving, and am able to quickly identify and resolve issues to minimize downtime. I am also well-versed in automation technologies, which helps me streamline processes and ensure consistent performance. My strong communication and collaboration skills enable me to work effectively with both technical and non-technical teams, making me a valuable asset to any organization.
My Skills and Competencies
SOFTWARE AND HARDWARE MANAGEMENT
TEAM MANAGEMENT
TROUBLESHOOTING
CUSTOMER SERVICE
SYSTEM ADMINISTRATION AND MANAGEMENT
PROJECT MANAGEMENT
Certificates
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My Experience and Education
2023
-
Present
Techno Global Team Inc. Philippines
(Level 3 IT Engineer)
• Provide world-class IT support to customers via Service Desk (Connectwise).
• Provide Windows Desktop/Server support remotely.
• Offer Mac desktop support
• Assist with account-related tasks such as password resets, expired passwords, and account lockouts
• Handle hardware support remotely
• Support standard applications including browsers, Teams, Office, and Adobe products
• Provide best-effort support for 3rd-party applications, depending on vendor support options
• Assist with Line of Business (LOB) application support remotely, involving vendors when necessary
• Provide support for authenticators
• Offer basic remote support for mobile devices, with best-effort assistance wherever possible
• Handle new user onboarding
• Manage user retirements
• Perform new PC setups remotely
• Conduct PC refreshes remotely
• Handle phishing email incidents
• Provide 365/email support, including remote troubleshooting, managing shared mailboxes, group creation/modifications, and vacation exemptions
• Offer Sharepoint support
• Manage file/folder permissions
• Provide front-line support for firewall/network issues, escalating as needed
• Troubleshoot printer issues remotely
• Provide front-line support for backup recovery, escalating as needed
• Handle licensing modifications for Adobe and 365 products
• Manage certificate applications
• Offer basic phone support including email setup and MFA app setup
• Provide VPN support specifically for Sophos VPN
2022
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2023
DOXA7 Solutions Incorporated
(System Administrator – US MSP Partner)
• Process escalated tickets from our level 1 team, including break/fix issues, application installation and configuration, and user-level settings
• Handle server administration, networking, and security-related areas
• Build out new Hyper-V hosts, troubleshoot and deploy SonicWall firewalls and Datto networking switches and access points
• Provide support on networking and server deployments
• Guide and mentor level 1 technicians
• Work through the ticketing system to document, track, and escalate tickets
• Manage the documentation platform to keep everything up to date along the way
2021
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2022
Technology Elite Incorporated
(Level 2 IT Engineer – Team Lead – AU MSP)
• Provide world-class IT support to our customers via our Service Desk (ConnectWise)
• Maintain excellent customer relations with all clients
• Operate monitoring systems to identify faults and execute maintenance.
• Analyze the cause of technical faults in server, network, and storage systems
• Execute technical repairs as Server and Network subject matter expert
• Maintain/update site documentations
• Provide timely status updates to clients
• Report systemic problems to prevent them from repeating
• Apply fundamental troubleshooting skills to issues before escalating to the appropriate group
• Perform other tasks or duties assigned by the Client/Company Supervisor
2018
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2021
Compass Offices Services Philippines Limited Incorporated
(System Administrator)
• Manage and support IT systems, which includes, Active Directory, Office 365, Exchange, file sharing and Backup systems, Anti-virus, network monitoring, PBX and other cloud-based application such as Azure
• Perform regular maintenance on server (VMWare and Microsoft) and all other system applications
• Conduct equipment and system preventive maintenance and upgrades to ensure the IT infrastructure are up to date and equipment performance are optimized
• Receive, log and manage all IT related inquires, incident, problem and request
• Act as single point of contact (SPOC) for escalation for all IT system and infrastructure related issues and concerns.
• Maintain a high degree of customer service and always adhere with the group’s process and procedure
• Ensure that response and resolution time are met as defined in the SLA
• Create a positive customer support experience and build strong relationships through thorough problem understanding, ensure timely resolution or escalation, communicate promptly on progress, and handle customers with consummately professional attitude
• Maintain and update IT document, process and procedure.
2014
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2018
Equitable Computer Service Incorporated
(System Engineer)
• Maintain a smooth day-to-day operation of the systems including email and network administration
• Oversee the daily operational activities of technology systems
• Provide technical assistance to company departments, executives, and management
• Manage information technology client support functions
• Oversee technical support for Equicom Computer Service and other internal and external clients, including subsidiaries and sister companies
• Perform related duties and responsibilities, as required by the management
• Handle all computer and peripherals inventory
My Services
Project Management
Involved in planning, organizing, and executing a project
System Administration
Installing, configuring, troubleshooting, and maintaining operating systems, application software, and systems.
Content Creator
A technology enthusiast who writes and shares insights, opinions, and expertise about the world of IT through a blog