Technical Support Service Engineer

Location:

Quezon City, Philippines

Posted:

July 15, 2025

Contact this candidate

Resume:

Managed Service Engineer

NERIZA RUMBAUA

LANGUAGE

AB Mass Communication

New Era University

****-****

EDUCATION

Google Cloud Platform

Azure AD Management

Identity & Access Management

SaaS Solutions

Microsoft 365 Administration

Email Management

Virtualization & Remote Access

Database Management

Secure Networking

Server & Terminal Access Tools

English

Tagalog

Results-driven IT professional with 8+ years of experience in technical support, network administration, and software troubleshooting. Known for a customer-focused approach and a proactive, strategic mindset in resolving complex technical issues. Skilled at improving system performance, enhancing security, and optimizing IT operations.

Organized, dependable, and solutions-oriented, with strong communication skills and a collaborative work ethic. Seeking a full-time role where I can apply my technical expertise and problem-solving abilities to support business and technology goals.

WORK EXPERIENCE

*************@*****.***

639*********

Quezon City

SKILLS AND EXPERTISE

Managed Service Engineer l Mobile Technologies

June 2024 - Present

Configured back-end environments for client deployments, both on-site and in the cloud.

Coordinate with integration team to support application deployment across development, testing, and production environments

Verified installation packages for seamless deployment Tuned system performance and resolved infrastructure- related issues

Collaborated with development, QA, and client teams to address issues and improve processes

Work on system integration efforts and facilitated user acceptance testing (UAT) with clients

Used and maintained SQL queries for reporting and data analysis

Managed and executed automation scripts to support routine tasks and improve efficiency

Investigated and resolved technical issues while ensuring timely communication with stakeholders

Generated reports on application performance, system health, and issue tracking

Worked with sales and project management for requirement gathering, and change requests

Provided support to internal teams for deployments, testing, and troubleshooting

Procurement & Vendor Management

Streamlined procurement by managing purchase orders in Netsuite, coordinating equipment delivery, and

maintaining lead times. Conducted weekly supplier

meetings to discuss specifications, shipping, and invoices. Negotiated contracts, set SLAs, and evaluated ROI on IT investments.

Collaboration & Communication

Served as liaison between IT, finance, and executive leadership teams. Led regular meetings with directors, project managers, and stakeholders to align priorities and support business continuity. Employed Slack and Jira for communication, tracking, and documentation.

Systems & Network Administration

Managed cloud and on-premise systems with a focus on performance optimization, security, and availability. Administered Microsoft 365 and Azure AD for user

provisioning, access control, password resets, and onboarding/offboarding. Oversaw AWS and Google

Cloud Platform (GCP) accounts to support SaaS-based operations.

Technical Support & Helpdesk Services

Provided high-level B2B technical support,

troubleshooting network, software, and remote access issues. Delivered prompt resolution, maintaining

consistently high customer satisfaction ratings. Educated users on troubleshooting and problem-solving best

practices.

SaaS Tools Expertise

Utilized a broad range of SaaS platforms including Jira, Netsuite, Slack, Citrix, 8x8, Multilogin, Trello, ClickUp, Twilio, Mosyle, and others. Managed software installations, updates, integrations, and user access to improve

operational efficiency.

January 2021 -May 2024

System Engineer I Branded

Documentation & Organization

Maintained detailed, organized documentation of

technical issues, procurement activities, and project updates within Jira and Netsuite, ensuring clear

communication and efficient collaboration across teams. Governance & Performance Monitoring

Monitored KPIs and SLAs to ensure service quality and compliance. Participated in strategic IT planning and business continuity meetings with leadership and the CEO. Maintained detailed documentation for audits and

performance tracking.

Security & Risk Management

Analyzed security logs to identify and mitigate network threats. Possess basic knowledge of troubleshooting security issues and system vulnerabilities. Trained employees on cybersecurity best practices and risk reduction.

Project & Brand Support

Led technical setup and user access management for Amazon brand launches. Supported cross-functional

teams in system integration and implementation, ensuring seamless project delivery.

IT Support / Remote Desktop Support L2 l Wipro

JULY 2018 - JANUARY 2021

Provided 2nd-level support for request and incident fulfillment, handling service tickets through systems like Jira, Zendesk, and ServiceNow

Delivered responsive support across desktops,

laptops, and mobile devices; diagnosed and

resolved hardware, software, and network issues

Escalated complex issues appropriately while

maintaining strong ownership from ticket creation

to resolution

Collaborated with management weekly to enhance

service desk processes and drive continual service improvement

Supported VIP users and handled high-priority

escalation calls with a focus on first call resolution Performed system testing and updates post-

troubleshooting to ensure issue resolution

Used tools and platforms such as Active Directory, LDAP, SCCM, Citrix, AWS, Azure, MFA, VPN, and Oracle for user management and issue resolution

Handled password resets, Outlook configuration,

and basic troubleshooting for SQL, CTS, Cloud,

MacOS, and internal applications

Utilized remote desktop tools (e.g., RDP, Vayusphere) and knowledge of remote access, port forwarding,

and network fundamentals

Participated in outage resolution via conference

bridge calls with cross-functional resolver teams

Contributed to Knowledge Base documentation to

support internal knowledge sharing

Managed 20+ tickets daily while maintaining high

CSAT scores and 98%+ assignment accuracy

monthly

Provided support via phone, chat, email, and

ticketing channels across multiple global regions

NOVEMBER 2014 –JUNE 2018

L2 Tech I VXI GLOBAL

Delivered exceptional Tier II technical support for AT&T U- verse customers, specializing in complex issue resolution and advanced troubleshooting.

Served as an Online Account Specialist, assisting with secure password resets and account access issues.

Resolved a wide range of technical concerns, including email configuration, service disruptions, and connectivity problems.

Promoted to Workforce Specialist – Real-Time Analyst

(RTA) due to performance and leadership capabilities. Monitored call center operations in real-time to ensure optimal staffing levels and service delivery.

Developed and analyzed interval, daily, weekly, and monthly business reports to support operational decision- making.

Utilized ticketing systems to manage and prioritize support requests efficiently.

Maintained high call volume standards while ensuring quality and resolution for all support interactions. Translated complex technical concepts into user-friendly language for non-technical customers.

Documented all support interactions for continuous improvement and knowledge sharing.

Collaborated with internal teams and external clients daily to align staffing and enhance operational efficiency across multiple time zones.

NOVEMBER 2012–JUNE 2014

SUBJECT MATTER EXPERT l WIPRO

SME assist agents on difficult queries, takes supervisory calls

Researched and resolved billing discrepancies to enable accurate billing.

Assisted with billing inquiries and provided timely responses to enhance

customersatisfaction.

Monitored customer accounts to identify and rectify billing issues.

Worked with multiple departments to check proper billing information.

Processed and verified invoices to secure accuracy of billing information.

Contacted clients with past due accounts to formulate payment plans and discussrestructuring options.