Position ID L2-CL00192

WORK EXPERIENCE

Dedicated Tech – L2 Technical Support

ConnectWise

Nov.2022 - Present

Clark Pampanga

Achievements / Tasks

• Basic knowledge for AD, Exchange and O365
• Basic Knowledge on Proofpoint, Mimecast email security prod setup
• O365 and AD administration and delegation
• Documentation creation of KB which provides instructions and troubleshooting steps with problem resolutions for reference
• Administration and maintenance of desktop applications depending on based on clients’ assets
• Using knowledge on ConnectWise product and services and helped out on monitoring Sentinel One and Webroot and coordinating solutions to both desktop and server level, performing flatform installation using RMM agent

IT Service Desk Analyst

Microsourcing Philippines Inc.

January 2020- November 2022

Pasay City Philippines

Achievements / Tasks

• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution, Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Responding to client support requests.
• Contacting clients to find out the nature of the problem.
• Traveling to the client’s location or connecting via remote.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and VPN connection issues.
• Advising on software or hardware upgrades

Customer Service Representative

EXL Services Philippines

November 2008-December 2014

Pasay City Philippines.

Achievements / Tasks

• ISR for Premium Audit responsible for setting up appointments for on shore auditors to conduct an annual audit
• 3rd Party Verification for Travelers Insurance– changes and updated mortgagee information’s, communicates with bank representatives and other mortgage companies

Customer Service Representative

TELETECH Customer Care Management

July 2006-November 2008

Pasay City Philippines

Achievements / Tasks

• Online Sales Representative for Best Buy online
• Customer Service Representative for Best Buy online
• Email representative for Best Buy
• Online Reservation Specialist for Best Western online

SKILLS

• Office 365, DUO Administration, Adobe Administration, ConnectWise Manage, ConnectWise Automate, Server Monitoring, Application installation and maintenance, Local Active Directory and Entra

CERTIFICATIONS

EDUCATION

Bachelor of Science in Information Technology

AMA Computer University - Dasmariñas, Cavite

April 2003