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
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.
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