It Support Service Desk
Resume:
KIERWIN MAC C. PARANE
Address: Block ** Lot ** Verde Heights Subdivision
Brgy.Gaya-Gaya City of San Jose Del Monte, Bulacan 3023 Contact Number: 099*-***-****
Email: *********@*****.***
Objective
To secure a stable IT position to leverage my skills and contribute to the long-term success and growth of the organization.
Professional Experience
I.T. Service Desk Analyst (Project-Based)
Nityo Infotech Services Philippines Inc (July 2024 – January 2025)
• Provided first-line technical support for POS retail systems across various locations in the USA, including Fuel Station POS, Pharmacy POS, and other IT concerns for Safeway Supermarkets.
• Communicated clearly, avoiding technical jargon, and ensured accurate issue documentation.
• Assessed urgency, prioritized incidents, and escalated complex cases to Level 2 support.
• Resolved password resets and account-related concerns using best practices.
• Utilized tools such as Cisco Jabber, Citrix Workspace, VPN (Ivanti / Pulse Secure), Azure, Microsoft O365, Bomgar (Remote tool) and ServiceNow. I.T. Service Desk Analyst (Project-Based)
Altourage (September 2023 – November 2023)
• Handled support requests via ticketing system, phone, and other channels.
• Resolved IT support issues ranging from OS, accounts, application troubleshooting and user onboarding/offboarding.
• Escalated advanced cases to next resolving team, maintained IT documentation, performed system testing, updates, and audits.
• Supported Windows and Mac OS, utilized MSP tools including Kaseya, ConnectWise, MFA, MDM tools, Meraki, and IT Glue.
I.T. Service Desk
Wipro Limited (April 2022 – October 2022)
• Provided 1st and 2nd line technical support via phone, email, chat, and web.
• Maintained high customer service standards, took ownership of user issues, and worked effectively in a dispersed team.
• Recorded trends and identified outages, managed mainframe applications, and account modifications.
• Utilized tools such as Avaya One X, AWS, Active Directory, Citrix, VPN (Global Protect / Pulse Secure), Azure, Microsoft O365, G Suite, Intune and ServiceNow. I.T. Support Staff
Facilities Protection Inc. (December 2019 – December 2021)
• Provided on-site technical assistance, maintained and monitored company equipment, and generated inventory reports.
• Conducted hardware and software troubleshooting, network setup, and configuration.
• Coordinated and administered comprehensive onboarding and offboarding for all employees, including those at subsidiary firms.
• Managed Active Directory, Microsoft O365, G Suite, CCTV systems, Proximity/Badge card, Accounting System (QuickBooks), Payroll System (Phoenix Payroll), Telephone System (3CX) and performed data backups and migrations.
• Implemented basic cybersecurity measures for suspicious emails and managed firewall settings.
• Created graphic designs for IDs, email signatures, and other materials. I.T. Support / Marketing Staff
MM POS Solutions LTD / Menumate (June 2019 – November 2019)
• Managed website and social media accounts created graphic designs and content for advertisements.
• Performed POS software and hardware installations, upgrades, and support, including basic network setup and configuration.
Software Support Specialist (Implementation)
Gatessoft Corporation (August 2017 - September 2018)
• Provided technical assistance via phone, remote desktop, and on-site support.
• Conducted QA, user training, and managed system/application setups such as POS, HMS, PIS, PMS and DMS.
• Configured databases, executed SQL scripts, and managed backups. Technical Engineer (Implementation)
I.T. Easy Software Solution Inc. (August 2016 - January 2017)
• Implemented web applications for hospitals and clinics, conducted QA, and prepared databases.
• Installed applications on servers, connected them to laboratory machines, and provided client support via phone, remote desktop, and on-site support. Education
• Computer Systems and Design Programming
AMA Computer Learning Center (ACLC) – Lagro Campus, Graduated October 2014
• Bulacan Standard Academy
Secondary Education, 2007 - 2011
Key Skills
• Strong customer service and technical support skills.
• Effective communication and problem-solving abilities.
• Proficient in Windows and Mac OS support, with basic knowledge of Linux.
• Experience with MSP tools (Kaseya, ConnectWise, Meraki, Azure, MFA, MDM, and IT Glue).
• Knowledge of POS, CCTV, AD / Azure, Citrix, Azure, SSO, O365, G suite and MS Exchange.
• Network setup, basic VPN setup, configuration and troubleshooting.
• Experienced in web hosting with Bluehost, including domain management and web content management using WordPress.
• Experience in social media management, graphic and video editing (CS6, Vegas and others).
• Database management, basic SQL scripting.
Character References
• Enrick Janz Avee Lloret - Service Desk Tech Lead Altourage (Clinic IT)
• Monnalisa Renomeron - I.T. Service Desk
Wipro Limited
• Joelyna Jean Evangelista - HR Assistant / ISO Document Controller Facilities Protection Inc.
Photos from former jobs.
Server Preventive Maintenance (On-Prem)
Server Scheduled manual Back - up
CCTV Installation, Configuration and Monitoring (Avigilon) A
Desktop Troubleshooting (Hardware and Software)
Cable Managment (Patch Panel to Switch)
Access Point Installation (Network Devices)
Tone tracing and re-crimping (Network Maintenance) Asset Tagging (Network Device)
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