Metro Manila
Accomplished IT professional with extensive expertise in managing and optimizing enterprise-level IT infrastructure. Proven track record in effectively leveraging Active Directory, Microsoft 365, and ticketing systems to ensure seamless operations and superior client satisfaction. Proficient in providing on-site support to clients, actively monitoring internet issues across multiple sites, and consistently achieving service level agreements (SLAs). Adept at collaborating cross-functionally to deliver optimal IT solutions and drive business success. Experience Highlights: Active Directory Management: Implemented and maintained robust Active Directory environments to streamline user management and authentication processes. Developed comprehensive group policies ensuring security compliance and efficient resource allocation. Microsoft 365 Administration: Orchestrated the deployment and configuration of Microsoft 365 suites, including Exchange Online, SharePoint, and Teams. Conducted regular audits and optimizations to enhance productivity and data security within Microsoft 365 ecosystem. Ticketing System Utilization: Utilized advanced ticketing systems to efficiently track, prioritize, and resolve technical issues, ensuring prompt resolution and minimal downtime. Implemented automation and workflow enhancements to optimize ticket handling processes. Client Interaction and Support: Provided proactive on-site support to clients, fostering strong relationships and delivering tailored solutions to meet their specific needs. Conducted training sessions and workshops to empower clients in utilizing IT resources effectively. Internet Issue Monitoring: Implemented robust monitoring solutions to actively track and troubleshoot internet issues across diverse geographical locations. Utilized analytics and reporting tools to identify trends and implement proactive measures to mitigate potential disruptions. Service Level Agreement (SLA) Achievement: Established and maintained rigorous SLAs, consistently exceeding performance targets through meticulous planning and execution. Implemented continuous improvement initiatives to enhance service quality and exceed client expectations. Professional Attributes: Exceptional problem-solving skills with a keen attention to detail. Strong communication and interpersonal abilities, facilitating effective collaboration with stakeholders at all levels.
Dedicated Service Desk Associate at KMC Solutions, leveraging extensive experience in Active Directory management and proficiency in utilizing ticketing systems to ensure seamless client support within predefined service level agreements. Proactively monitors site infrastructures for potential issues such as internet outages, demonstrating adeptness in troubleshooting and resolving technical challenges to maintain operational continuity. Possesses a client-centric approach, providing on-site support to address client needs promptly and effectively. Collaborative team player with a commitment to continuous improvement and staying updated on emerging technologies and best practices in the field.
IT Tech Support Intern at IBEX Global Assisted in resolving IT support requests by troubleshooting hardware, software, and network issues. Escalated complex technical concerns to senior engineers while maintaining clear communication with end-users. Gained hands-on experience with ticketing systems, remote troubleshooting, and IT service management tools.