Timothy John De Jesus Email & Phone Number

Quezon City, Ncr, Ph

Manila, National Capital Region, Philippines

Mandaluyong, National Capital Region, Philippines

• Working on escalations reported to us by IT Service Desk Analyst L1• Managing GFI/RMM (Solarwinds N-able) servers, workstations, mobile devices, print servers, domain controllers, etc.• Managing Citrix admin/director to make sure that Citrix profiles of the end-users will work properly. (Divided into a number of VDAs)• Managing softwares of the user with or without license using SCCM and Software Center.• Managing Azure Virtual Desktop to make sure that end-users who have a personal device/s. can still do BYOD (Bring your own device) or still work on their tasks even using their personal device/s.• Active Directory Administration (Creating AD accounts, Deleting AD accounts, moving AD accounts to different OU, modifying AD accounts, unlocking account, resetting password, disabling account, putting an end date to the account if needed be, etc.)• Office 365 Administration (If an email account needs to be created, setup SMTP, automatic replies, emails to be forwarded, block sign in, sign out to all accounts, put O365 licenses this is the tool that we use.)• Azure Endpoint Manager Administration (If the user needs Intune access on their mobile phone, we use this tool.)• We monitor Access Points if the routers are down or online, if down we will report it to our managed internet service provider to check why.• Processing new user and termination requests from HR/Managers• Troubleshooting printer issues (from the end-user side until the server side (print server))• Troubleshooting computer issues on our best effort since we have full admin rights to do so.• Troubleshooting VMware, Hyper-V, AVD/WVD issues.• Using ConnectWise ticketing tool• Using ConnectWise Control as a remote tool• Using TeamViewer as a remote tool

National Capital Region, Philippines

• Getting inbound calls and making outbound calls for reporting users at the same time working on assigned tickets by our Queue Handler.• Responding to Teams chat and Service Desk live chat messages from reporting users.• Doing proper 3 strike follow-up rule on a daily basis to make sure tickets are properly handled with care.• Doing password reset, basic troubleshooting steps (Clearing browser's cache, cookies, history, resetting to default.)• Juniper/Pulse Secure VPN and MS Teams basic troubleshooting• Max InContact basic troubleshooting• Utilizing MS Azure and MS Intune Endpoint manager.• Intermediate to Advanced Active Directory handling (Password reset. Account unlock, account re-enable, creating and modifying Shared Mailbox, Distribution List, Remote Mailbox, Security Groups) – ADUC and ADAC• JAMF administration for Apple device compliance purposes etc.• Windows Virtual Desktop (WVD) basic troubleshooting (power on, off, restart) and setup• Virtual Desktop Infrastructure (VDI) intermediate troubleshooting (power on, off, restart, adding of RAM, adding of cores/processors etc.) • Assisting users via RDP at some point.• Using Bomgar as a remote software for connecting remotely to user’s machine.• Using Exchange Admin Center (EAC/ECP) for administering email/smtp concerns.• Using ServiceNow as our ticketing tool.• Using MRemote for us to have access to Active Directory, Lockout Status tool, AWS, and Exchange Admin Center.• Microsoft Office 365 basic to intermediate troubleshooting• Zoom provisioning and basic troubleshooting.• SalesForce basic troubleshooting.

Quezon City, National Capital Region, Philippines

• Getting inbound calls and making outbound calls for reporting users.• Responding to incoming emails in interactive desktop/client (ININ) and making outgoing emails for reporting users.• Responding to Jabber chat messages and pinging reporting users.• Doing proper 3 strike follow-up rule on a daily basis to make sure tickets are properly handled with care.• Doing password reset, basic troubleshooting steps (Clearing browser's cache, cookies, history, resetting to default.)• Cisco AnyConnect VPN and Jabber basic troubleshooting.• Basic installation, reinstallation, repair of software (If user has admin rights.)• Escalating issue to the proper resolver group whenever done troubleshooting on Service Desk's scope of support.• Making sure that SLA targets are met and proper routing of tickets are done by checking Knowledge Base articles thoroughly.• Making sure that customer satisfaction was made and tickets are properly closed with their confirmation.• Citrix workspace/receiver troubleshooting.• Java update/blocked troubleshooting. (Java Runtime Environment)• Over the phone basic computer troubleshooting.• MS Outlook basic troubleshooting.• Handling Active Directory management. (Password reset, account unlock, adding users to a distribution list and security group.)

Quezon City, National Capital Region, Philippines

• In-charge of Tier 1.5 queue, made sure all tickets are being followed up and handled accordingly.• Responding to escalation emails from interdepartmental colleagues. (Tier 1.5 Distribution List/Group Email)• Troubleshooting escalated issues from Service Desk Administrators that's being troubleshot on their scope of support.• Doing proper 3 strike follow-up rule on a daily basis to make sure tickets are properly handled with care.• Advanced Outlook troubleshooting.• Advanced Skype For Business Application troubleshooting.• Troubleshooting common BOX issues.• Able to add users to ACL/AD Group (different domains.)• Able to connect remotely via Remote Desktop• Able to administer user's administrative rights via Computer Management.• Able to forcefully uninstall programs whenever needed using command prompt as admin.• Able to enable/disable Antivirus and firewall temporarily whenever needed (Software installation)• Has knowledge on remote software, apps, etc. (Ex. GoToAssist/Fastsupport, Teamviewer, zoom, and Skype screen sharing.)• Provisioning user emails and VPN accounts. (Onboarding/starter and offboarding/leaver.)• Creating and Removing AD accounts (Onboarding/starter and offboarding/leaver.)

Quezon City, National Capital Region, Philippines

• Getting inbound calls and making outbound calls for reporting users/customers.• Responding to incoming emails and making outgoing emails for reporting users/customers.• Responding to Skype chat messages and pinging reporting users/customers.• Doing proper 3 strike follow-up rule on a daily basis to make sure tickets are properly handled with care.• Doing password reset, basic troubleshooting steps (Clearing browser's cache, cookies, history, resetting to default.)• VPN troubleshooting, provisioning etc.• Box tools reinstallation whenever needed.• Basic installation, reinstallation, repair of software. (With admin rights)• Replacing/repairing Outlook local.ost (Outlook profile of user if unable to open Outlook)• Internal apps basic troubleshooting.• Escalating issue to the proper resolver group whenever done troubleshooting on Service Desk's scope of support.

Pasig, National Capital Region, Philippines

• Support on application software update (Western Union Point-Of-Sale, and Java Runtime update.)• Support on eBiz branches on multiple concerns (Desktop support, Printer support and sharing, Windows OS concerns.)• Java issues troubleshooting and internet downtime monitoring per branch.• Helpdesk tier 1 support (First line of defense.) - Getting calls from Tellers and Branch Managers/Area Managers.• Support on Head Office multiple concerns (Desktop support, Printer support and sharing, CCTV support.)• Windows 7 OS reformat/reimage.• MS Outlook support• Email support (Provisioning/Starter/Onboarding and Leaver/Offboarding) by creating, deleting, modifying emails via Google admin.

Quezon City, National Capital Region, Philippines

• Handling inbound calls for customer complaints and troubleshooting using the appropriate assigned tools on the account I'm assigned to.• Checking statuses of a certain ticket of a customer.• Scope of support is regarding phone, Internet, and Cable/TV issue/s.

Manila, National Capital Region, Philippines

• Used private software that receives inbound calls to maintain Service Level Agreement.• Used troubleshooting tools when dealing with trouble tickets. (customer complaint)• Software tester (For testing the reading of the telephone’s capacitance, resistance, and battery voltage.)

Bachelor Of Science - Bs, Information Technology, 1.51

High School/Secondary Diplomas And Certificates

Grade School Diploma