Aaron Paul Nizal
IT Support Specialist
Quezon City, Metro Manila
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
OpenText
09.2023 - Current
- Active Directory - Creation of Accounts, Distro, Security group and Shared mailbox.
- Exchange Admin Center - Manage email-related tasks, such as configuring mail flow rules, managing mailboxes, and setting up anti-spam policies.
- Intune - Manage devices using Intune and JAMF MDM.
- Installed and configured operating systems and applications.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
NOC Tier 1 Engineer
Nowcom Global Services
01.2018 - 09.2023
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Managed and monitored installed systems for highest level of availability.
- Managed MS Server and Workstation operating systems.
- Exceeded SLA standards for response times and problem resolution.
- Supported global network users with connectivity, VPN, and access issues.
- Documented incident reports and resolutions in a comprehensive knowledge base for future reference.
Technical Support Engineer
Equitable Computer Services
11.2012 - 08.2017
- Monitoring Servers using OP managers
- Active Directory - Accounts and Groups
- Exchange Admin Center - For Emails
- Providing Network policy using Palo Alto and Juniper Firewall
- Installing Operating system for POS machines.
- Troubleshoot Desktop Issues
- Troubleshoot Network Issues.
Education
Bachelor of Science - Information Technology
Adamson University
San Marcelino Metro Manila 05.2001 -
Skills
System administration
Network troubleshooting
Software support
Desktop support
Technical support
Hardware support
Certification
SDI Service Desk and Support Analyst
Timeline
SDI Service Desk and Support Analyst
07-2024
Service Desk Analyst
OpenText
09.2023 - Current
NOC Tier 1 Engineer
Nowcom Global Services
01.2018 - 09.2023
Technical Support Engineer
Equitable Computer Services
11.2012 - 08.2017
Bachelor of Science - Information Technology
Adamson University
05.2001 -
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