Windel Cabañog Email & Phone Number

Philippines

Tucson, Arizona, United States

• HELPDESK SUPPORT SPECIALIST BOOT CAMP TRAINING | MSP TOOLS, SOLUTIONS, AND BEST PRACTICES:
• Trained on MSP Processes & Workflows - Ticket life-cycle, dispatch, time entries, change management, escalation Workflows, SLA management, email etiquette, and customer service.
• ConnectWise Manage & Automate
• Windows Desktop Support (End-user computing)
• Windows Server & AD Administration (Manage DNS and DHCP server)
• Office 365 User Management

Makati, National Capital Region, Philippines

• Main duties are inventory tracking and procuring IT peripheral/equipment for End Users.
• Performed laptop rebuild
• Delivered help to system users by responding to client queries, solving technical problems, and retaining an organization's network, software, and computer peripherals.

Auckland, New Zealand

• Responsible for handling first-level support (and second-level if qualified) of service requests. This relates to all technology, which includes: workstations, Windows Servers, tablets, printers, phones, networks (LAN.
• Received calls (3CX) and document every interaction using ConnectWise.
• Performed Remote Desktop support using Screen Connect or Any Desk
• Monitored tickets based on priority which ensures that tickets are properly addressed promptly. The tickets handled are not regarding system alerts, server reboots, security updates, Onboarding or Decommission.
• Checking emails or chat from onshore about Company Projects like upgrading OS, application or system updates, installation requests, etc.
• Informed clients about scheduled system maintenance, contacted ISP if the system maintenance has been completed, performed follow-up if there are any system issues after maintenance upgrade.

Taguig

• The main duties are to receive calls (Cisco AnyConnect) and document every interaction using Remedy Force.
• Performed Remote Desktop support using TeamViewer.
• Monitored system health of domains using VMWare Horizon Admin and vSphere, check for hung-up sessions, session reboot, escalating to VMWare admin describing the duration of the issue, individual, team, or company-wide.
• Performed email administration for creating email accounts, password resets, etc.
• Experienced undergoing email migration from MS Exchange to Office 365
• Performed local IT support for system issues like VPN (Cisco AnyConnect) setup, end-users are unable to receive emails from either a smartphone (AirWatch), laptop, etc., fixing monitor configuration issues, user.

• The main duties are to receive calls and document every interaction using HPSM.
• Performed Remote Desktop support using Bomgar.
• Followed PHI-PII regulations
• Must follow and be wary if the caller is working from a law firm.
• Assisted users with their printer issues, set up email (MS Exchange) through desktop, laptop, smartphone (Good/Blackberry) or tablets, set up VPN (Pulse Secure), setting up WebEx, VOIP setup (Avaya), Citrix.
• Able to provide user education about certain features, proper contact for 3rd party applications/websites, escalate calls through an Incident Manager.

• The main duties are to receive calls (mainly Coventry and later added Aetna calls) and document every interaction using Siebel.
• Performed Remote Desktop support using TeamViewer.
• Assisted users about their printer issues, setup email (MS Exchange) through desktop, laptop, smartphone (Good/Blackberry/AirWatch), or tablets, setup VPN (Cisco AnyConnect), setting up WebEx, VOIP setup (Avaya/Cisco).
• Facilitated proper transfer, notify end-user about the Scope-of-Support or escalation procedure for code debugging, 3rd party website/apps, persistent issues but already exhausted everything as Tier 1 support, notify.
• Assisted my supervisor in extracting ticket results for the team.
• Ability to listen, analyze and guide people by providing instructions over the phone

• The main duties are to receive calls and document every interaction using Lynx.
• Performed Remote Desktop support using LogMeIn.
• Supporting residential users about their technical issues such as email setup using their smartphones, Apple, Windows or Linux users, network printers, NAS hard drives, router or hard drive firmware, router setup.
• Consistently performing well wherever team I was assigned to and I got to be Top Agent 3 times
• Assumed role as Knowledge Prime for a few teams.

Bsit, Information Technology

Studied computer network fundamentals which include layered network architectures, addressing, naming, forwarding, routing, communication.

Bachelor Of Science (Bs), Information Technology

Activities and Societies: BasketballStudied on how to design, construct, install, maintain and repair computer systems that may advise.