Technical Support - L2 Partner Engagement Dedicated Tech
Position ID L2-02933
WORK EXPERIENCE
Technical Support-L2 Partner Engagement Dedicated Tech
ConnectWise
Oct 2022 – Present
Pampanga
Achievements / Tasks
· Provided technical support for Partner (MSP) clients via ConnectWise PSA, resolving issues through email, phone, and remote sessions using ConnectWise ScreenConnect.
· Managed user accounts and permissions in Microsoft 365 and Active Directory, ensuring secure access and compliance.
· Administered servers and workstation endpoints using ConnectWise RMM, including patch management, performance monitoring, and remote troubleshooting.
· Performed basic firewall administration using SonicWall, pfSense, and Ubiquiti to maintain secure network environments and managed VPN user access.
· Diagnosed and resolved network issues involving DNS, DHCP, and TCP/IP across LAN and WLAN infrastructures.
· Handled email setup, migration, and troubleshooting; implemented DMARC/DKIM for email threat protection.
· Monitored and responded to endpoint threats using SentinelOne and Webroot Business Endpoint Protection.
· Created documentation for internal knowledge bases and generated endpoint health reports for MSP partners.
· Contributed to technical projects such as email migration initiatives and Windows Server deployments.
Sr. Service Desk Analyst
OpenText (Philippines), Inc.
Sep 2015 – Oct 2022
Makati City
Achievements / Tasks
· Delivered Tier 1 and Tier 2 technical support to global employees via email, phone, chat, and ticketing systems, ensuring timely and effective issue resolution.
· Managed user accounts and permissions in Active Directory, including account creation, modification, and deactivation, while maintaining security and compliance.
· Administered Windows Server environments (2012, 2019, 2022), ensuring system reliability, performance, and security.
· Handled VPN configuration and access management to support secure remote connectivity.
· Diagnosed and resolved network issues involving DNS, DHCP, and TCP/IP across LAN and WLAN environments.
· Utilized PowerShell and Exchange Online scripting to automate tasks and streamline IT operations.
· Maintained and updated knowledge base documentation to support internal teams and improve service delivery.
· Managed computer setup, repair, and troubleshooting to ensure device readiness and user satisfaction.
· Administered mobile devices using JAMF, ensuring secure and efficient mobile asset management.
· Acted as Incident Manager by categorizing and escalating issues, coordinating with SMEs, and communicating service impacts to global users.
· Mentored and supported Level 1 Service Desk staff, contributing to team development and performance improvement.
IT Operations Associate
Accenture Philippines, Inc.
June 2013 – Apr 2015
Mandaluyong City
Achievements / Tasks
· Delivered Tier 1 technical support via remote sessions, resolving issues related to computers, mobile devices, printers, and other electronics.
· Diagnosed and resolved hardware and software problems, including system optimization, virus removal, and patch management.
· Provided excellent customer service by guiding users through troubleshooting steps and technical solutions.
· Promoted and upsold additional Geek Squad services to enhance system performance and customer satisfaction.
SKILLS
Microsoft 365 Suite: Office 365, Microsoft 365 Admin Center, SharePoint, OneDrive, Microsoft Intune, Azure AD/Entra ID, On-Premises: Active Directory Domain Services, IT Service Management Tools: Connectwise PSA (Ticketing System), ConnectWise RMM (Remote Monitoring & Patch Management), ConnectWise ScreenConnect (Remote Access tool),,Virtualization Platforms: VMware, Hyper-V, XCP-NG (VM Hypervisor),,Backup Solutions: CrashPlan, Synology, Axcient, Security & Endpoint Protection: SentinelOne SOC, Webroot Business Portal, Bitwarden (Password Manager), Firewall & Network Tools: SonicWall, pfSense, UniFi Cloud Portal (Ubiquiti device management),,Cloud & Licensing Platforms: Pax8 (License Management), BitTitan (Email Migration), Operating System: Windows 10/11/, Windows Server, Linux (Ubuntu), MacOS
CERTIFICATIONS
Microsoft Certified: Azure Fundamentals
Certification Number: LF3AAE-8949A4
ITIL4 Foundation Certificate in IT Service Management
Certification Number: GR67100337JV
Certified Service Desk Analyst
Certification Number: 04235008-01-XVIG
Udemy Certs: Microsoft 365 Fundamentals (MS-900), CompTia Network+, Comptia A+ Core 1, How to Identify and Combat Spam and Phishing Emails
TRAINING
ConnectWise PSA
ConnectWise RMM
ConnectWise ScreenConnect