Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-02745
WORK EXPERIENCE
Technical Support L2 – Partner Engagement
ConnectWise
Aug 2022 - Present
Clark Pampanga
Achievements / Tasks
· Verify Patching is compliant to current requirement.
· Troubleshooting o365 Issues, Knowledge in AD, azure, exchange
· Basic Knowledge in Email security product set up
· Sophos Mastery in firewall set up and device protection.
· Knowledge in Datto for back up support and server maintenance.
· O365 L2 level troubleshooting
· Expertise in ConnectWise products (Automate, manage, RMM)
· Administration maintenance of different clients audit and inventory of devices
Sr. Service Desk Technician
DTCC Inc.
Nov 2021 – Aug 2022
BGC, Philippines
Achievements / Tasks
· Resolving Issues related to user class permissions.
· Active directory Mastery, Remote session support for End users
· Monitoring, Creating Reports needed on a daily basis for KPI Stats.
· Mentoring new hires and acts as POC for the team
· Acts as escalation point of support for ticket logged and coordinating with the proper break fix provider.
· Prepare and set up desktop/ laptop for on boarding colleagues.
· Provide support for end users via Phone, Email, Chat, Remote session (Bomgar)
· Support o365 issues
· Monitor Incidents and outages.
· Creating documents such as KB to be used for standard practice.
Overseas Operations Manager
Fish Ray Inc.
March 2021 - October 2022
Manila City Philippines.
Achievements / Tasks
· Worked as the country POC for India and Bangladesh.
· Assist and manage operations for IT related concern for clients.
· Creates and utilizes reports to be presented to the upper management.
· Created 6 companies in India, outlined business structure and company startup
· Coordinated with local bylaws and accounting first for company launches.
Sr. Remote Service Desk Analyst
Infosys Inc.
July 2020-March 2021
BGC, Philippines
Achievements / Tasks
· Worked as the POC for Moilina Healthcare services and Citizens Bank Inc.
· Tasked to provide support and leadership for the whole team.
· Made important policy as standard for troubleshooting.
· Created Knowledge based documents, contingencies and spiels to be used since accounts are pioneer accounts.
· AD mastery
· VMWare/ RDP
· O465 support
· Email / Phone/ Chat support for end users
Sr. IT help Desk Analyst
Microsourcing Inc.
Dec 2017 – June 2020
Pasay City, Philippines
Achievements / Tasks
· Handled a 10-man team, acts as POC/ Team leader who oversees ITIL process flow.
· Helped establish basis and standards for troubleshooting
· Created KB for the account
· Acts as a ticket dispatcher and triage for the incoming queries
· Onboard / Offboard tasks
· Network drive issues
· Troubleshooting VPN issues.
· Awarded as top performer for year 2018/2019
Sr. IT Service Desk Analyst /SME
ATOS
April 2016- Dec 2017
Pasay City, Philippines
Achievements/Tasks
· Worked as Technical helpdesk analyst for RTS (McDonalds IT)
· Support and troubleshoot hardware config for RTS
· Assisted end user in back end related queries
· Assigned as primary SME for the production team/ Handles 1:1 coaching for the team
· Monitor/ create KB articles
· Mastery with VMware/ Active directory and hardware support for McDonalds.
SKILLS
AD Management, O365 Troubleshooting, Remote Desktop Issues, ConnectWise Manage, ConnectWise Automate, VPN Troubleshooting, Application installation and Maintenance, Local Active Directory and Entra
CERTIFICATIONS
Cisco Basic Computer certification
Sophos Central Endpoint and server Engineer
Datto Certified Deployment specialist in Continuity