Demz Gastardo, IT Support Specialist

About

I am an IT professional with over 10 years of experience, specializing in IT support, system administration, and troubleshooting. I have a strong background in technical support, network management, and IT infrastructure, with experience in both in-house IT and managed service provider (MSP) environments. My key strengths include problem-solving, adaptability, and delivering efficient IT solutions. I am highly skilled in resolving technical issues, optimizing system performance, and ensuring seamless IT operations. I thrive in fast-paced environments, working under pressure while maintaining excellent customer service. I am passionate about technology, automation, and continuous learning, always eager to explore new tools and improve IT efficiency. My goal is to leverage my expertise to provide top-notch IT support and innovative solutions for businesses.

Experience

ScalableOS

Jun 2024 – Present

United States

IT Service Desk Administrator Level 2

Handling Client Support Requests: • Respond to IT support tickets from multiple clients via email, phone, or chat. • Prioritize and categorize tickets based on urgency and impact. • Troubleshoot hardware, software, and network issues across different client environments. Remote & Onsite Troubleshooting: • Use remote desktop tools (TeamViewer, AnyDesk, ConnectWise) to fix issues. • Assist clients with VPN, email, file sharing, and cloud applications. • Visit client sites for hardware repairs, server maintenance, and network upgrades (if required). Server & Network Management: • Monitor and maintain Windows/Linux servers, including Active Directory and file servers. • Manage firewalls, routers, switches, and Wi-Fi networks. • Configure and support VoIP systems (e.g., 3CX, Cisco, Avaya). IT Documentation & Reporting: • Maintain documentation for each client’s IT setup (network diagrams, passwords, configurations) • rovide monthly reports on IT health, ticket trends, and recommendations. • Assist in writing knowledge base articles for common issues.

Office Solutions IT

Jun 2023 – Present

Australia

IT Support Engineer

Gabtech Global LLC

May 2023 – Sep 2023

United States

Part Time (Network Support Engineer)

Network support engineer for an MSP in US

ResultsCX

Nov 2021 – May 2023

Philippines

NOC Systems Engineer

Same Company but just promoted to a higher role • Resolve high priority server related incident and problem mamagement • Facilitates Server related Service Request • System Administration\Perform System maintenance and administration • Performs Change management for Server related modifications (Create\Plan\Test\Implement). • Create and maintain Engineering documents • Supports shared accounts (APJ and EMEA) – over 1000 + servers • Enforce technology policies, procedures and best practices

ResultsCX

Nov 2018 – Nov 2021

Philippines

Site IT Administrator

- Troubleshoot and fix laptops, desktops, printers, and other office devices. - Install, configure, and update operating systems (Windows, macOS, Linux). - Set up and troubleshoot business applications (Office 365, ERP, CRM). - Perform software installations and updates for users. - Respond to IT support requests (via ticketing system, phone, or walk-ins). - Assist with login issues, password resets, and user account setups. - Fix email issues (Outlook, Gmail, Exchange problems). - Guide users on basic IT best practices and security awareness. - Troubleshoot Wi-Fi, LAN, and VPN issues. - Assist with IP address configurations and DNS/DHCP settings. - Work with network engineers to escalate complex connectivity problems.

Skyluster Technology Inc

Sep 2018 – Nov 2018

Makati, Philippines

IT Support Supervisor / Support

- Act as the main IT support / Supervisor for a newly stablished Line of Business - Created Information Security Policy for ISO 27001 - Establish and setup computers and servers for the business - Maintenance and overseeing alerts and alarms for the old servers

Tata Technologies

Jun 2018 – Sep 2018

Asia Pacific

Systems Engineer

- Monitor IT systems and alerts to identify potential issues before they impact users - Monitor and maintain servers, workstations, and network devices. - Perform basic system configurations and updates under supervision. - Assist in installing and configuring operating systems (Windows Server, Linux, macOS). - Apply security patches and software updates to ensure system stability.

Safeway Philtech Inc

Dec 2017 – Apr 2018

United States

IT Service Desk Analyst

Working as IT Support for a biggest Super Market in US. - Monitor and manage incoming IT support requests (via phone, email, chat, or ticketing system) - Troubleshooting IT Issues (Active Directory, email, VPN etc) - Diagnose and resolve hardware and software issues (laptops, desktops, applications) - Guide users through basic troubleshooting steps for network connectivity, printers, and peripherals - Provide support for remote users using remote desktop tools - Monitor IT systems and alerts to identify potential issues before they impact users - Assist with software installations and updates.

Transcom

Oct 2016 – Dec 2017

United Kingdom

Fault Manager (Level 2 Support)

2nd level support for telecommunication company in UK which is TalkTalk

Acquire Asia BPO

Mar 2015 – Jun 2016

Australia

Technical Support Specialist

Telephony Systems Support for the Telecommunication in Australia is Vocus Commander. (VoIP and ISDN)

TPG Telecom

Sep 2013 – Jan 2015

Australia

Technical Support Representative

Level 1 IT Support for 2nd largest telecommunication company in Australia.

Teletech Philippines Inc

Aug 2012 – Aug 2013

Australia

Technical Support Representative

- Level 1 support for ISP in Australia which is TELSTRA - Dealing with Internet issue, email issue, modem configuration and remote assistance

Education

FEU-Roosevelt College Systems

Mar 2012 – Apr 2012

Bachelor of Science in Information Technology, Web Development and Server Management

Demz Gastardo

IT Support Specialist

Skills

Languages