Alcris Concepcion
Summary
- Possess 9 years of comprehensive technical experience within the IT industry
- Demonstrated ability to communicate effectively, resolve complex issues, and provide technical support in both team-based and independent environments
- Committed to delivering exceptional customer service with a focus on satisfaction and long-term relationships
- Experienced in mentoring team members and facilitating knowledge transfer to support professional growth
- Extensive exposure to a wide range of IT infrastructures and environments
- Proven track record of managing and delivering multiple projects within established timelines
- Proficient in system administration, technical support and management on Microsoft platforms and services.
Overview
18
18
years of professional experience
Work History
Technology Support Specialist (MSP)
ScalableOs
06.2024 - Current
- Delivered technical support to end users for issues related to computers, software applications, systems, devices, access credentials, and hardware components.
- Responded to support requests via phone, email, and online platforms, while efficiently logging, tracking, and monitoring incidents through ticketing systems and support tools.
- Supported Microsoft technologies, including Windows client and server operating systems, Exchange, Remote Desktop Services, Office 365, OneDrive, SharePoint, and Small Business Server environments and M365 administration.
- Supported email security, including spam and phishing protection. Provisioned user accounts and managed access permissions and policies in Azure Active Directory and on-premises Active Directory.
- Set up and configured VPN for secure remote access. Troubleshot network and firewall issues.
- Participated in project-based tasks, including API migration, patch update, security update/upgrade and asset management, ensuring seamless transitions, accurate inventory tracking, and alignment with organizational IT standards and objectives.
L2 Technical Support Engineer (MSP)
Yempo Solutions
06.2022 - 04.2024
- Delivered Level 1-2 remote support to a diverse client base, assisting with servers, desktops, and applications within Microsoft AD, Exchange, and Azure environments.
- Managed account provisioning and set up machines within domain and workgroup configurations.
- Administered and maintained Microsoft 365 environments.
- Extensive experience with email setup and security, including M365, Google Workspace, Proofpoint, and Mimecast.
- Hands-on experience with RMM tools such as ConnectWise, N-Central, Datto, ScreenConnect, Syncro, and Asio.
- Actively participated in project tasks, contributing to successful project implementation and execution.
Senior Analyst
HCL Technology Philippines Inc (Account: Fedex)
01.2020 - 10.2022
- Served as an on-site vendor within the Business Continuity group of FedEx APAC, fulfilling the role of L2 Service Desk Engineer.
- Managed Major Incidents for APAC, organizing technical conferences to collaborate with various teams in troubleshooting critical application issues.
- Conducted post-incident management reviews (Root Cause Analysis) and generated comprehensive reports.
- Implemented Change Management practices, facilitating Change Advisory Board (CAB) meetings and reviewing all submitted change requests.
- Adhered to ITIL-aligned processes, ensuring proper escalation procedures and accurate logging.
- Prepared executive summaries and technical debriefings, collaborating with the Problem Manager to create Root Cause Analysis (RCA) and problem records.
- Participated in weekly Problem Review meetings, coordinating necessary actions as directed by the Infrastructure Service Delivery Manager.
- Provide advanced technical support for all IT related issues encounter by users.
- Act as an escalation point for unresolved incidents and Provide trainings and SME duties for the team
System Executive (IT Service Desk) and (Global Desktop Support )
Cognizant Technology Solutions Philippines Inc
12.2015 - 01.2020
- Provided support to global clients across APAC, EMEA, and North America, addressing Level 1 and Level 2 IT-related incidents and requests.
- Managed Active Directory (AD) account creation and handled Exchange email configurations.
- Acted as a dispatcher, allocating tasks to service desk teams, and served as a deployment manager during client meetings and reporting sessions.
- Led project tasks, including Point of Sale (POS) system migration and automation initiatives.
- Served as escalation support for unresolved tickets, ensuring timely resolution.
- Gained experience with SCCM software and contributed to the creation of problem management processes.
Software Engineer (TSR)
Microsoft Convergys (Malaysia)
08.2013 - 12.2015
- Provided technical assistance for Windows and Microsoft Office issues across international clients.
- Incident Escalation & Resolution: Managed complex escalated tickets from frontline support teams, ensuring efficient problem-solving.
- Subject Matter Expertise (SME): Mentored and guided new hires, sharing best practices and technical knowledge.
- Knowledge Base Development: Collaborated with the team to create and publish KB articles in Microsoft documentation.
- Customer Education & Enablement: Engaged with clients to educate and empower them in utilizing Microsoft services and products effectively.
Network Technical Support Representative
ACQUIRE ASIA PACIFIC PHILS Workplace/Company
04.2013 - 10.2013
- Provided Level 1 technical support for network-related issues in an ISP environment.
- Assisted customers with post-sales inquiries and subscription management.Troubleshot and resolved connectivity issues with routers and modems.
- Configured customer devices to ensure proper network setup and performance
Technical Support Representative
Teleperformance (Microsoft)
01.2012 - 01.2013
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
ESL Teacher
SDA Phone English Edujoon
01.2007 - 01.2012
- Educated students in basics of English grammar and conversational speaking.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Engaged in helping professionals (business clients) to enhance their English conversational skill.
- Increased student proficiency in English by creating engaging and interactive classroom activities.
Education
ITIL V3 Certified -
Cognizant Technology Solutions
01.2016
Bachelor of Science - Marine Transportation
Asian Institute of Maritime Studies
06.2007
Skills
- Ticketing system proficiency
- Remote desktop support
- Software installation
- Active Directory management
- Wireless networking
- Help desk management
- Application support
- Incident management
- System configuration
- Hardware maintenance
- Asset management
- Patch management
- Data recovery
- Server administration
- Network administration
- IT security management
- Mobile device management
- Virtualization technologies
- Operating systems expertise
- Cybersecurity best practices
- Tools and technologies handled: Remote Monitoring & Management (RMM) IT Administration
- N-Central
- RMM
- ScreenConnect
- Datto
- ConnectWise Operating Systems & Productivity Suites
- Windows and Mac OS
- Office 365
- Workspace Directory & Identity Management
- Active Directory
- Azure
- AD Manager Plus Messaging & Email Administration
- Exchange Server
- M365 Admin
- Mimecast
- Proofpoint IT Documentation & Ticketing
- ITGLUE
- ServiceNow Networking & Security
- VPN
- FortiClient
- Cisco AnyConnect
Timeline
Technology Support Specialist (MSP)
ScalableOs
06.2024 - Current
L2 Technical Support Engineer (MSP)
Yempo Solutions
06.2022 - 04.2024
Senior Analyst
HCL Technology Philippines Inc (Account: Fedex)
01.2020 - 10.2022
System Executive (IT Service Desk) and (Global Desktop Support )
Cognizant Technology Solutions Philippines Inc
12.2015 - 01.2020
Software Engineer (TSR)
Microsoft Convergys (Malaysia)
08.2013 - 12.2015
Network Technical Support Representative
ACQUIRE ASIA PACIFIC PHILS Workplace/Company
04.2013 - 10.2013
Technical Support Representative
Teleperformance (Microsoft)
01.2012 - 01.2013
ESL Teacher
SDA Phone English Edujoon
01.2007 - 01.2012
Bachelor of Science - Marine Transportation
Asian Institute of Maritime Studies
ITIL V3 Certified -
Cognizant Technology Solutions
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