Technical Support Customer Service

Elton Panlasigui

Calgary Alberta Canada

587-***-**** • *.*********@*******.***

Elton Jake Panlasigui LinkedIn

IT Specialist

A highly responsive and communicative IT professional with a diverse skill set and 10 years of experience in a corporate setting. Exhibits flexibility with the capacity to work during weekends, after-hours, and provide on-call support as needed.

AREAS OF EXPERTISE

Experienced IT Professional

Diagnosed, tested, repaired, configured, and maintained operating systems, including laptop/desktop hardware, software, and peripherals.

Provided technical support to clients and end users at all levels, specializing in remote diagnostics and network administration and management.

Demonstrated strong knowledge of data analytics, customer service and satisfaction, program support, and change processes, offering a unique business perspective.

Maintained a positive attitude in challenging environments.

Bilingual in English and Tagalog, demonstrating excellent written and verbal fluency.

Key Skills:

Provided IT Tier I and II L1 and L 1.5 Support

Offered On Call support per schedule.

Experienced in Camp Life

Technical Proficiencies

Proficient and Experienced with Azure User Admin, Sharepoint Admin, Intune Admin, Teams Admin, Password Admin, Exchange Admin, MS Entra Joined Device Local Admin, Document Creation, and Audio-Visual Support.

Skilled in operating systems: Windows, Linux, MacOS X, IMACD.

Knowledgeable and Familiar with ConnectWise, OS Ticket, BMC – Remedy and Service Now, Ninja RMM.

Professional Experience

Tamarack Valley Energy - Servis Inc. (01/2022 – Present)

IT Consultant / Tamarack

Created documents for the knowledge base, enabling others to read and follow.

Assisted in the maintenance of Minolta Printers and HP Plotters.

Managed on-boarding and off-boarding of user accounts for AD, Azure, and MS Exchange.

Travelled to clients’ offices in Calgary’s downtown core and potentially to remote locations.

Demonstrated flexibility by working weekends, after-hours, and on-call as required.

Quoted devices and sent them to ServIS for hardware sales.

Monitored and assigned tickets in the OSTICKET and ConnectWise ticketing system for designated tech.

Configured and supported desktops, workstations, laptops, and smartphones in a corporate environment through reimaging.

Maintained high responsiveness and communication; promptly responded to support-related emails, phone calls, and other electronic communications.

Assisted users with their daily issues, demonstrating excellent problem-solving skills.

Managed the inventory of supplies, ensuring resource availability.

Provided technical support to clients as needed, showcasing a broad understanding of various software applications.

Imperial Oil – HCL - (3/2021– 10/2021)

Imperial Oil – CompuCom - (5/2018 – 3/2020)

Field Tech. End User Support

Resolved technical issues by troubleshooting in-house software and hardware, including iPhones, laptops, PCs, and printers.

Experienced with operating systems such as Windows 10, Win 8, Win 7, MacOS, and Linux.

Utilized ticketing systems such as BMC and ServiceNow for efficient issue tracking and resolution.

Managed all aspects of knowledge base tool, provided remote access telephone support, and imaged new client computing equipment.

Provided first-level IT service desk support and installed the latest interactive communication technology for end users.

Handled requests for loaner notebooks and other equipment.

Possess technical knowledge of standard MS Office suite, help desk, anti-virus software Internet applications, e-mail clients, SSH and HTML.

Enhanced personal capabilities of end users via one-on-one training to escalate specific hardware and software efficiency.

Installed, reviewed, configured, and tested applications by utilizing high-level technical skills.

Acted as a first point of contact for walk-in clients, phone calls and emails from staff regarding IT issues and queries.

Ensured a seamless delivery of all interactive communication technology to the end users by setting up as required with Laptop Desktop Tablet.

Responded to telephone calls, e-mails, voicemails and drop-by for technical support and “how to” support in a timely manner.

Documented, logged and tracked all calls, emails, voicemails, and drop-by.

Managed escalation and retained problem ownership.

Offered occasional external client support when issues arise with documents received from clients or issues with email.

Escalated and liaised with other IT teams to resolve problems.

Installed, configured and tested applications.

Reviewed new applications, upgraded and identified potential problems.

Contributed to and helped maintain knowledge base tool.

Managed requests for loaner notebooks and other equipment including setup and testing.

Directed end users to appropriate self-support tools and/or handouts.

Provided remote access (home) telephone support.

Coordinated equipment moves including new hires and departures i.e. removing old equipment and performing data migration to new machines.

Imaged new and re purposed client computing equipment and refreshed PCs as needed.

Coordinated repairs and transferred data from one unit to another.

Replaced old equipment while migrating data to new machines, improving departmental activity.

Cenovus Energy - Computer Upgrading Specialist Limited

Desktop Support Analyst (8/2013 – 11/2014)

Installed Windows XP and Windows 7 images for Cenovus Energy desktops and laptops.

Resided in camp life at Fort McMurry for 2 months.

Managed client issues using the ServiceNow ticketing system.

Provided support on various issues including internet problems, WIFI, LAN, desktop, and laptop.

Experienced in Windows 7 migration.

Performed imaging, deployment of desktops, laptops, and peripherals, and installed computer operating systems.

Adapted to different project locations, met deadlines, and completed projects efficiently and cost-effectively.

Checked hardware, software operating systems, network connections, and phone configurations.

Managed IT assets, ensuring accuracy and integrity of information.

Upgraded and troubleshooted hardware.

Provided effective first-level IT service desk support, installed the latest interactive communication technology to facilitate end users.

Supported clients over the phone, remote desktop connection, and in person.

Traveled to different sites based on client needs.

Education and Training

University of Immaculate Conception

Bachelor of Science in Information Technology

2009 - 2013

— Certifications —

A+ Received in 2013

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