Gaely Manalad

Panorama, CA *****

Phone: +1-818-***-**** Email: ad1vmo@r.postjobfree.com

LinkedIn: linkedin.com/in/gaelyems

Technical Skills

Expertise:

- Customer Relationship Management (CRM) - Technical & User Documentation

- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) - Technical Support

- Technical & User Documentation

Experience

Application Support Engineer

Invia Robotics August 2021 – December 2023

Monitored and maintained Zendesk ticketing system, ensuring accurate and timely responses to customer inquiries.

Provided expert support for applications hosted in cloud environments, ensuring high availability and optimal performance.

Implemented automation workflows within Zendesk to streamline repetitive tasks and improve team efficiency.

Conducted software installations, configurations, and updates for customers, ensuring the successful deployment of applications.

Provided expert support for mission-critical applications running on Linux, ensuring high availability and optimal performance.

Managed Docker and Kubernetes for containerized applications, resulting in improved scalability and resource utilization.

Performed database queries (SQL) to retrieve and analyze data, troubleshoot database-related issues, and assist with data-related inquiries.

Produced and edited documents, presentations, and spreadsheets with Microsoft Word, PowerPoint, and Excel.

Collaborated with the development team to identify software bugs and participate in the resolution process, improving the overall quality of software products.

Gathered data on integration issues and vulnerabilities and report all findings, including improvement recommendations.

Collaborated with the security team to implement and monitor TLS protocols for encrypted communication.

Administered the day-to-day operations of the CRM platform, including user support, data integrity, and system customization.

Collaborated with the IT department to ensure seamless integration of SaaS tools with existing systems.

Train the customer on the proper way to use the system with explanations for unexpected behaviors.

Support Technician/Inventory Testing Associates

IT Creations April 2019 – January 2021

Conducted comprehensive quality control tests on computer hardware components, identifying and addressing any defects or malfunctions such as hard drive, motherboard, power supply, processor, memory, monitors and LCD screens.

Conducted root cause analyses to identify the source of hardware and software problems and recommended effective solutions to prevent recurrence.

Assemble and set up servers.

Collaborated with cross-functional teams to analyze product failures and implement corrective actions to improve product performance and reliability.

Desktop Support Technician

Teletech Philippines December 2015 –December 2016

Supported over 1000 computers

Handle daily technical support activities on desktop support, data network and server

Work with group policies

Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory

Manage customer issues and requests by creating, tracking and documenting technical solutions

Maintains, configure, analyzes, troubleshoots, and repairs desktop computers, laptop/notebook computers, printers, peripheral hardware and software

Build\deploy new workstations (desktop & laptop PC's)

Install\upgrade hardware\software on Windows workstations

Provide LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users

Handle daily technical support activities on desktop support, data network and server management

Uses logic and reasoning to identify and resolve issues that may impede delivery of quality service

Education

Cybersecurity

University of California, Los Angeles

A highly intensive 24-week long training program in cyber security. Skills learned consist of Wireshark, Kali Linux, Metasploit, Burp Suite, Pen testing, Splunk, Digital Forensics, Python, SQL, and training towards Security+, Network+ and CISSP.

Computer Programming

St. Nicolas College of Business and Technology

Computer Literacy and PC Troubleshooting

Systems Plus Computer College

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