Jess P

IT Support

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Work experience

Help Desk IT TechnicianIT Accuracy (Remote)

October 2018 - Present

• Provided support via phone, email, and remote access using ConnectWise Automate.
• Supported Office 365 Admin Centre (Business), Windows, FortiClient VPN, and Citrix technologies.
Microsoft 365 IT Admin Support (Business)Upwork (Remote) 

May 2018 - September 2018

• Provided support via phone, email, and remote access software using LogMeIn.
• Supported Office 365 Admin Centre, Domains and DNS, and Office 2016.
Technical Support RepresentativeRepairShopr (Remote)

April 2017 - April 2018

• Provided support via phone, email, and remote access software using Kaseya.
• Supported Office 365 Admin Centre, Internet, Wi-Fi, and Ethernet technologies.
Technical Support Representative (Microsoft)Convergys Philippines Services Corporation

February 2014 - March 2017

• Provided support via phone, chat, email, and remote access software using LogMeIn.
• Supported Microsoft Office, Office 365, Office for Mac, and Windows.
Remote Desktop Support Specialist (Geek Squad)People Plus Tech under Accenture

June 2011 - January 2014

• Provided support via chat, email, and remote access software using LogMeIn.
• Supported Microsoft Office (Outlook), Windows, macOS, Trend Micro, Webroot, and Kaspersky.

Education

Bachelor of Science in Computer Engineering University of Cebu – Main Campus

2006 - 2011

Objective:

To leverage my extensive experience as a Help Desk IT Technician in providing exceptional technical support, troubleshooting, and customer service to ensure smooth operations within a dynamic and fast-paced IT environment.

Core Competencies:

Technical Proficiency: Expertise in supporting Office 365 Admin Centre (Business), Windows, macOS, Azure Active Directory, Active Directory, and virtualisation technologies such as Citrix and VMware.
Remote Access Tools: Skilled in using ConnectWise Automate, LogMeIn Rescue, TeamViewer, AnyDesk, and Quick Assist for remote support.
Networking: Proficient in network mapping, Cisco VPN troubleshooting, basic WAN/LAN troubleshooting, and network printer support.
Security: Experience with McAfee software, multi-factor authentication (MFA) setup, Trend Micro, Webroot, Kaspersky, and managing user accounts in Active Directory and Azure AD.
Collaboration Tools: Familiar with MS Office/Exchange, Teams, Slack, and Webex.
Backup and Replication: Knowledgeable in Veeam Backup and Replication.
Ticketing Systems: Proficient in using Cherwell, ServiceNow, Zendesk, and Siebel CRM for managing support tickets.
Scripting: Competent in PowerShell scripting for tasks such as onboarding/offboarding and mailbox management.
Customer Service: Strong focus on delivering exceptional customer service with effective communication skills.
Troubleshooting: Proven ability to diagnose and resolve complex technical issues efficiently.
Organisational Skills: Detail-oriented with strong time management and prioritisation skills.
Adaptability: Flexible and able to adapt to changing technologies and environments.
Collaboration: Ability to work effectively within a team and contribute to a positive work environment.

Gender : Male
Category : IT Support

Jess P

Jess P

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