Desktop Support System Administrator
Resume:
JESSIE MAYONO
S E N I O R D E S K T O P S U P P O R T E N G I N E E R
To obtain IT technical administration job or be retooled to any IT related position that best suit my qualifications which could enable me to enhance my skills and
productivity
2024 - Present
Teleperformance
Vector Three, Alabang, Muntinlupa, Metro Manila Northgate Cyberzone by Filinvest STI Dasmarinas College
2010 - 2016
*********@*****.***
Imus, Calabarzon
SENIOR DESKTOP SUPPORT (FIELD SUPPORT ) II
Majorel
Vector Three, Alabang, Muntinlupa, Metro Manila Northgate Cyberzone by Filinvest July 1, 2022 to Jan 1, 2024
SENIOR DESKTOP SUPPORT ENGINEER
Hardware assembly, upgrade and maintenance.
Desktop computer, Laptop, Printer, Switch and router. Operating Systems
Windows server R2 2012, 2016 Setup and configuration windows XP, 7, 8, 10, 11
familiar with Linux and Mac-OS
Network Infrastructure Expertise
DHCP
TCP/IP
Cisco switch and router configuration
pFsense firewall management
Wire and wireless LAN implementation maintenance.
Proficient Knowledge in Cybersecurity tools
SCCM Vulnerability Patch Management
Nmap
Wireshark
Metaspliot
Windows Server Infrastructure & Device Management
Active Directory Management
Group Policy Implementation
User & Security Management
Server & Network Infrastructure
Device Management
Security & Compliance
Programming
HTML,
JAVA
CSS
Visual Basic.
S K I L L S
E D U C A T I O N
BACHELOR OF SCIENCE IN INFORMATION
TECHNOLOGY
R E F E R E N C E
Christopher Yocor
IT Supervisor - TaskUs
contact: 090********
E X P E R I E N C E
John Rino Mendoza
Network Operations Center Specialist - TaskUs
Contact: 092********
Serve as the primary point of contact for customer inquiries, questions, and technical issues, ensuring prompt and effective resolution.
Lead the deployment and management of Windows desktop systems for multiple client accounts.
Network Infrastructure Support Collaborated on network configuration, access point installation, and router management to ensure seamless connectivity. Windows Desktop Deployment Managed and executed Windows desktop deployment, ensuring seamless OS installations and configurations across multiple devices. Intune Cloud MCM Management Oversee and manage Intune cloud MDM (Mobile Device Management) for desktop computers and mobile devices, ensuring seamless device provisioning, updates, and compliance.
Windows Active Directory Management Administered Active Directory for user access management, group policies, and organizational unit structures. SCCM Management: Managed System Center Configuration Manager (SCCM) for software distribution, patch management, and system updates across enterprise systems. Asset Management & Inventory Oversaw asset tracking, inventory management, and reporting for hardware and software, ensuring accurate records and compliance. Point of Contact (POC) for 5 Accounts Acted as the primary contact for technical support, implementation, and issue resolution for five key accounts. Technical Suppor Provided advanced troubleshooting and resolution for hardware, software, and network issues, delivering excellent end-user support in diverse technical environments. Leadership and Coordination Acted as a key point of contact for technical operations across multiple sites, mentoring team members and ensuring adherence to service-level agreements (SLAs).
Asset Management Maintained inventory of IT assets, tracked hardware/software usage, and managed lifecycle updates.
Led the implementation and configuration of technical solutions, ensuring successful deployment and integration.
Managed the assets inventory for all assigned accounts, ensuring accuracy and efficient tracking of hardware and software.
Coordinated with cross-functional teams to resolve technical issues and meet customer needs, delivering high-quality service.
Provided guidance and troubleshooting support to lower-level technical staff, improving overall team performance and service delivery.
Ensured timely and effective resolution of client issues, contributing to customer satisfaction and retention.
Administer and manage Microsoft Intune for device configuration, application deployment, policy enforcement, and security compliance across the organization’s endpoint devices. Manage and configure Windows Servers (2008, 2012, 2016) with Active Directory (AD), Group Policy Objects (GPO), DNS, DHCP, and user access control for a robust and secure IT environment.
Monitor and respond to security incidents, vulnerabilities, and alerts, using GSOC tools to assess, prioritize, and mitigate risks related to systems and networks, contributing to the vulnerability management process (Level 2).
Managed the deployment of Windows desktop systems, including OS imaging, configuration, patch management, and vulnerability assessment for systems at Level 2 vulnerability severity. Performed vulnerability scanning, remediation, and reporting for Level 2 vulnerabilities on endpoints and servers, ensuring adherence to security policies and minimizing risk. Diversified Technology Solutions International Inc. 12F, Zuellig Building, Paseo De Roxas Makati, Metro Manila March 1, 2018 to Jan 12, 2020
Philsteel Holding Corporation
Philsteel Tower, 140 Amorsolo Street Legaspi village, Makati City Feb 3, 2017 to June 3, 2017
JUNIOR TECHNICAL SUPPORT
DESKTOP SUPPORT ENGINEER
Installs, configures, validates, and troubleshoots desktops, printers, and associated peripherals.
Serve as the Level 2 Point of Contact (POC) for escalated cases, liaising between Level 1 support teams and management.
Oversee the implementation, upgrades, and maintenance of client systems, ensuring compliance with service-level agreements (SLAs).
Perform in-depth troubleshooting for complex technical issues, leveraging expertise in networking, configuration, and system integrations. Maintain accurate records of incidents, solutions, and escalation processes to ensure compliance with internal and client-specific reporting requirements. Collaborate with cross-functional teams to implement solutions and improvements, enhancing operational efficiency for clients.
Provide second-line technical support for Windows-based systems, addressing software, hardware, and network-related issues across multiple client accounts. Lead the deployment of Windows operating systems, ensuring proper configuration and software installations, and managing system updates and patches in a BPO environment. Manage user accounts, permissions, and access levels, ensuring security protocols are adhered to in a fast-paced BPO environment.
Work closely with cross-functional teams and client IT departments to ensure smooth and efficient Windows deployment and troubleshooting processes. Basic skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components.
Windows Deployment & Configuration Manage and execute Windows OS deployment using automated tools, ensuring efficient and timely setup of desktops and servers. Asset Inventory Management: Maintain and track hardware and software assets, ensuring proper records are kept for all IT resources. Network Switch and Router Configuration maintain and troubleshoot network switches and routers to ensure smooth network operations. Collaborate with teams to implement VLANs, IP routing, and access control.
Access Point Installation & Troubleshooting: Install, configure, and troubleshoot wireless access points for optimized coverage and performance. Windows Server Active Directory Management Administer and support Active Directory, including user account creation, group policies, security settings, and role-based access control.
Managed Multisite Led a team of technical professionals across 8 diverse locations: Cebu City, Davao City, Calamba, Lipa City, Imus Cavite, Santa Rosa Laguna, Alabang Muntinlupa, and Makati, ensuring smooth coordination and collaboration across sites. Project Delivery & Timeliness: Oversaw the execution of technical tasks and project delivery within defined timelines, maintaining quality and consistency across multiple sites.
Performance Monitoring & Optimization Monitored team performance, identifying areas for improvement and ensuring that processes were optimized for efficiency and effectiveness.
Troubleshoot, configure, and manage Windows Server Active Directory, ensuring optimal user management and security policies.
Administer and maintain network infrastructure, including managing VLANs, NAT configurations, and IP addressing.
Oversee firewall management, implementing and configuring firewall rules to ensure secure network environments.
Perform configuration and management of access points to ensure seamless wireless connectivity across the network.
Support and manage DHCP servers to ensure reliable IP address distribution for network clients.
Oversee and manage the deployment of Windows operating systems across multiple devices and endpoints.
Provide technical support for post-deployment issues, including user-specific configurations, application compatibility, and system performance. TECHNICAL SUPPORT ENGINEER
Medicard Philippines, Inc 8/F The World Ctr., 330 Sen. Gil J. Puyat Ave., Mkti. City
Feb 19, 2020 to Jun 30,2022
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