Desktop Support Technical

Jessie B. Mayono

Phase II Block **, Lot **, Green Gate Homes, t

Malagasang II-B, Imus, Province of Cavite

Email: *********@*****.***

Mobile number: +639*********

Professional Summary

Details-Oriented L2 Senior Desktop Support Engineer With 6 years of experience in providing advanced technical support, Troubleshooting, hardware/software issues, Network Infrastructure, AP (Access Point / Wi-Fi) Switch and Router Configuration and troubleshooting and Windows Server. and ensuring optimal performance for end-users in diverse environments.

Work Experience

Senior Desktop Support Engineer Jan 2024 - Present Teleperformance • Muntinlupa, Philippines

Duties and Responsibilities

• Windows Server & Active Directory User and group management, policy enforcement, and authentication.

• Intune Management Cloud-based device management and security compliance.

• Network & Switch Management Configuration, troubleshooting, and maintenance.

• Point of Contact (POC) for 5 Accounts Overseeing IT operations, implementation, and technical support.

• SCCM Administration Deployment, patching, and system updates.

• Windows Desktop & Laptop Support Installation, troubleshooting, and hardware/software maintenance.

• Asset & Inventory Management Tracking, deployment, and lifecycle management.

• Ticketing System Management: Incident resolution, documentation, and escalation handling.

• Provided advanced technical support for hardware and software issues, ensuring minimal downtime for users.

• Executed software installations and updates, maintaining compliance with company standards.

• Conducted troubleshooting for 0365 applications, resolving issues related to Outlook and excel, Teams efficiently.

• configured and maintained network devices, ensuring optimal performance and connectivity

• Documented technical processes and solutions, contributing to a knowledge base for future reference.

• Collaborated with cross-functional teams to implement IT Projects, improving overall service delivery.

• Provided remote support to users, resolving issues quickly and effectively.

• Trained staff in new software and hardware, improving the team’s overall efficiency.

• Monitored and managed antivirus and security patches on all devices. Desktop Support (Field Support) Engineer L2 Jul 2022 - Jan 2024 Majorel • Muntinlupa, Philippines

Duties and Responsibilities

• Provided second-Level support for hardware and software issues, ensuring timely resolution for end-users.

• Diagnosed and resolved complex technical problems escalated from L1 support, enhancing overall service quality.

• conducted regular system maintenance and updates, improving system performance and security.

• Collaborated with the IT team to implement new technologies and streamline support processes.

• Documented Technical procedures and user guides to facilitate knowledge sharing among teams’ members.

• Manage user accounts and permissions, ensuring compliance with security policies.

• Trained end-users in software applications and best practices reducing support requests.

• Diagnosed, Recorded, and reported system downtimes, providing immediate notification for incidents.

• installed, supported and maintained various hardware components, ensuring optimal performance.

• Supported user with video conferencing and audio-visual equipment, ensuring seamless communications.

• Assisted in troubleshooting and resolving device malfunctions, improving operational efficiency.

• Managed technical support tickets, ensuring timely resolution of issues Technical Support Engineer Feb 2019 - Jul 2022

Medicard Philippines, Inc • Makati City, Philippines Duties and Responsibilities

• Multi-Site IT Management – Act as the POC for 9 accounts, handling technical implementations, network infrastructure, and IT inventory across multiple locations.

• Access Point Installation & Troubleshooting – Deploy and optimize wireless access points for improved network performance.

• Ticketing & SLA Monitoring – Manage IT service requests, monitor SLAs, and ensure timely issue resolution.

• Project & Team Leadership – Lead a team of technical professionals across 8 locations, ensuring smooth IT operations, project execution, and SLA compliance.

• Technical Support & Asset Management – Provide L2 support for Windows desktops/laptops, printers, and network devices. Track and manage IT assets across multiple sites.

• Cloud & Endpoint Management – Manage Windows desktop deployment, SCCM, and Intune cloud MDM for enterprise environments.

• Network & Security Management – Configure, deploy, and troubleshoot network switches, routers, VLANs, NAT, and FortiGate firewalls.

• Windows Server & Active Directory Management – Administer and support Windows Server 2016/2019 R2, Active Directory, Group Policies, and security configurations. DESKTOP SUPPORT ENGINEER Feb 2018 - Feb 2020

Diversified Technology Solutions International Inc. • Makati City, Philippines Duties and Responsibilities

• Installed, configured, and maintained desktop Systems and applications to meet organizational standards.

• responded to service requests and incidents, ensuring compliance with established SLAs.

• Executed system upgrades, patches, and configurations to enhance performance and security.

• collaborated with IT Team to escalate and resolved complex technical issues efficiently.

• Assisted in planning and implementing IT Projects related to desktop infrastructure and network Infrastructure improvements.

• Maintained comprehensive documentation of support activities, configurations, and procedures.

• Trained end-users on effective use of hardware and software applications, enhancing productivity.

• Assisted in inventory management of IT assets, ensuring accurate records and availability.

• Lead Windows OS deployments, configurations, software installations, and patch management in a BPO setting.

• Manage user accounts, permissions, and security protocols. Junior Technical Support Engineer Jan 2017 - Jun 2017 Philsteel Holding Corporation • Makati City, Philippines Duties and Responsibilities

• Manage and troubleshoot Windows Server Active Directory, ensuring efficient user management and security policies.

• Administer and maintain network infrastructure, including VLANs, NAT configurations, and IP addressing.

• Configure and manage firewalls, implementing security rules for a protected network environment.

• Deploy and manage access points to ensure seamless wireless connectivity.

• Oversee DHCP server management for reliable IP address distribution.

• Handle Windows OS deployment across multiple devices and endpoints.

• Provide technical support for post-deployment issues, including application compatibility and system performance.

• installed, supported and maintained various hardware components, ensuring optimal performance.

• Supported user with video conferencing and audio-visual equipment, ensuring seamless communications.

• Assisted in troubleshooting and resolving device malfunctions, improving operational efficiency.

• Managed technical support tickets, ensuring timely resolution of issues. EDUCATION

Bachelor of Science in Information Technology Jun 2010 - Mar 2015 STI Dasmarinas College • Dasmarinas City, Philippines SKILLS

Hardware & Device Management:

• Hardware assembly, upgrades, and maintenance

• Troubleshooting desktop computers, laptops, printers, switches, and routers Operating Systems:

• Windows Server 2012 R2 / 2016

• Windows XP, 7, 8, 10, 11

• Linux and macOS

Networking & Infrastructure:

• Cisco Networking (CCNA) – Routing & Switching, LAN/WAN configuration

• Network Security and Firewall Management

• TCP/IP, Subnetting, and IP Addressing

• Network Troubleshooting and Protocol Analysis

• Wireless Networking and VoIP Technologies

• Switching Technologies (VLANs, STP, VTP)

Windows Server Infrastructure & Device Management:

• Active Directory Management

• Group Policy Configuration and Enforcement

• User Account and Security Management

• Server and Network Infrastructure Deployment

• Device Management and Monitoring

• Security & Compliance Administration

Cybersecurity & Vulnerability Management:

• Proficient in security tools: Nmap, Wireshark, Metasploit

• SCCM – Patch Management and Vulnerability Remediation Programming & Web Technologies:

• HTML, CSS

• JavaScript

• Visual Basic

PROFESSIONAL CREDENTIALS

Cyber Security Certificate

ICIP - (Introduction to Critical Infrastructure Protection Certificate)

NSAC - (Network Security Associate Certificate)

OCFA - (OPSWAT Cybersecurity Fundamentals Associate)

OPSWAT Ethical hacking Expert (Basic Fundamentals entry Level) Microsoft Azure Certificate

AZ-305 (Microsoft Azure Architect Design Prerequisites)

Microsoft Azure fundamentals (Describe Azure Architecture and services)

Microsoft Azure fundamentals (Describe Azure management and Governance)

Microsoft Azure fundamentals (Describe cloud concepts)

Microsoft (Create, configure, and Manage Identities)

Microsoft (Understand device management using Microsoft Intune)

Microsoft (Understand Conditional Access policies using Microsoft Intune)

Introduction to Microsoft Defender for Office 365

Secure your cloud apps and services with Microsoft Defender for Cloud Apps

Introduction to Microsoft Intune

Configure for alerts and detections in Microsoft Defender for Endpoint

Manage Microsoft Entra Identity Protection

Create and configure Group Policy Objects in Active Directory

Manage security in Active Directory

Guided project - Administer Active Directory Domain Services

Manage Microsoft Entra identities

Explore the Enterprise Desktop

Understand Microsoft Entra ID

Describe Azure computer and Networking Services

Describe monitoring tools in Azure

Describe features and tools for managing and deploying Azure resources

Describe features and tools in Azure for governance and compliance

Describe cost management in Azure

Describe cloud service types

Describe the benefits of using cloud services

Character reference

Corcuera, Christian Joseph

IT Supervisor Teleperformance

Contact: +639*********

Alday, Mark Angelo

Senior Network Engineer Teleperformance

Contact: +639*********

Esporla, Riezaldy

Senior Desktop Support Engineer Teleperformance

Contact: +639*********

Contact this candidate