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 • Onsite/ Online Backup & DR (Shadow Protect/ Datto) • Security: SonicWall Configuration, NAT Rules, Upgrades, Backup & Restore • Installation/ Configuration Server/ Client OS

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 or WAN), vendor-specific hardware, software, and general administration tasks.• 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 requests, etc.• 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.• Performed System Administration tasks (not limited to) such as creating/disabling user accounts from Active Directory, provide the required permission, provide software licenses like Office 365, Adobe, etc., increase security using group policy, or elevate security configuration like enabling Multi-Factor Authentication, spam control, etc., checked ESET and Webroot dashboard console for failed updates, virus detection, uninstalling not for work type of applications, a workstation that doesn’t have security enabled, and scheduled system patch updates and deployment.• Updated Knowledge base articles using IT Glue, updated system logs for server updates, collaborate with onshore colleagues using MS Teams.• Performed NAS maintenance like checking disk health, system back up, security enhancement, etc.• Ownership of technology problems or requests until satisfactorily resolved.• KPI’s are based on ticket hours spent and billables.

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 affected, etc.• 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 account password reset or locked out, power supply malfunction, etc.• Collaborate with teammates, onshore colleagues, NOC, etc. through phone, chat (MS Teams/Skype for Business), or email• Facilitated proper escalation procedure by notifying NOC Engineer for confirmed outage issues, etc.• Notified employees about the Scope-of-Support procedure and also support users with the “best-effort” approach.• Helped generate reports for monthly team performance.• Assumed team lead role on multiple occasions.• Have a team-first mentality by helping colleagues through chat or helped new teammates on how to get them up to speed on how we work as a group.• Followed PHI-PII regulations• Consistently within top 5 in team KPI

• 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, Mainframes, etc.• 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), Citrix, setting up Smart Cards, etc.• 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 NOC Engineer for confirmation outage issues, etc.• Assisted my supervisor in extracting ticket results for the team.• Ability to listen, analyze and guide people by providing instructions over the phone• Customer-focused with a service-first mentality and best-in-class oral and written communications skills• Ability to work as part of a global team across multiple countries, cultures, and time-zone• Ability to remain calm under pressure and when faced with adversity or urgent issues• Ability to view current procedures and processes as opportunities for enhancement, tuning, and improvement where practical• Delivering a client-focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication. Written communication skills should also be strong.• Help build and maintain a standardized global service offering through peer group collaboration.• Ability to work well under pressure, multi-task, and work effectively with minimal supervision and assisted my supervisor in extracting ticket results for the team.• Got promoted to OC-SPOC within 6 months

• 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 whether wireless setup like wireless extenders or using Ethernet cable, setting up Optik TV based on the users' compatible devices like HDMI, composite, component cables, DVR, educating users about data streams based on the package subscription, dial-up setup, fax modem, port forwarding for gaming consoles like PlayStation, the familiarity of NTFS vs Fat32 compatibility, the familiarity of Antivirus programs and firewall settings affecting internet connectivity or sending/receiving email, etc.• 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.