I provided dedicated remote support to clients across various technical domains, ensuring efficient and seamless operations in complex, multi-user environments. My responsibilities included managing help desk ticketing systems to address user issues promptly, troubleshooting connectivity, email, and application-related concerns, and resolving hardware and software issues. I also configured and maintained various network devices, such as SonicWall firewalls and VPNs, to ensure secure connectivity and network performance. Throughout my role, I excelled in delivering exceptional customer service, adhering to strict SLAs, and documenting each case in detail to foster a clear knowledge base for future references.

I served as a Service Desk Engineer L1, where I provided remote support for clients. My core tasks included resolving system issues across multiple platforms, configuring Active Directory permissions, and managing Office 365 license allocations and mailbox policies. I ensured the smooth operation of both cloud and physical backups, closely monitoring Datto BCDR backups and SQL dumps to guarantee data integrity. This role also involved comprehensive client assistance via phone and online support channels, with a focus on providing solutions efficiently and accurately. My proactive approach to network and user management allowed me to deliver on time while maintaining high client satisfaction.

In my role as an onsite IT Technical Support at FENESTRA VIRTUAL SOLUTIONS, I supported end-users by troubleshooting software and hardware issues, setting up and maintaining computers, printers, and POS systems, and ensuring reliable office connectivity. I also worked on fiber network layouts and routing, addressing complex technical issues that arose in a high-demand BPO environment. My proactive troubleshooting and preventive maintenance routines helped reduce system downtime, optimizing daily productivity for all staff.

As an IT Technician at CONNECT.PH, I was responsible for configuring and maintaining IT infrastructure, ensuring smooth daily operations for onsite users. My tasks included setting up desktops and laptops, performing system upgrades, resolving network issues, and maintaining overall hardware performance. I excelled in identifying network issues swiftly and implementing effective solutions, which minimized downtime and improved productivity across departments.

During my internship, I assisted with routine IT maintenance tasks, providing support to end users and shadowing senior technicians to develop hands-on skills in system administration and troubleshooting. This experience served as a valuable introduction to IT support within a professional environment, where I gained essential technical skills and learned the importance of structured support processes.