ALVIN JOHN HEMBRA
Binangonan
Summary
Offering reliable and adaptable approach with strong desire to learn and grow in IT support. Brings understanding of technical troubleshooting, while being quick to learn new systems and tools. Ready to use and develop problem-solving and communication skills in IT Service Desk role.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
MicroSourcing
11.2023 - Current
- Managed incident and request via ticketing system (SNOW)
- Account administration via Active Directory and Azure EntraID
- Provided support in onboarding and offboarding users
- Experience in troubleshooting VPN/Citrix environment issues
- Experience in M365/O365 Administration
- Experience in software and hardware troubleshooting
- Experience in basic network troubleshooting
- Experience in MFA and RSA token setup
- Experience in Cisco phone setup and configuration
- Experience in software installation and updates
IT Helpdesk (Shift Leader)
Probe Cx
04.2021 - 07.2023
• Trained new employees and delegated daily tasks and responsibilities.
• Conducted coaching session to peers
• Supervisor phone management
• Incidents and requests management via ticketing tool (SNOW)
• Account administration via Active Directory
• Experience in POS software and hardware troubleshooting
• Experience in EFTPOS and Printer troubleshooting
• Experience in supporting users in Citrix environment
• Experience in troubleshooting VPN/Citrix gateway issues
Customer Service Representative
The Results Company, Alaskaland
07.2019 - 03.2021
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided assistance in mobile phone activation, top up, and basic troubleshooting
- Collaborated in support teams if escalation is required
Education
Undergraduate - Business Accountancy
Renaissance School of Science And Technology
Morong, Province Of Rizal, Philippines01.2018
Skills
- Customer Service expert
- Problem solving
- Application installations
- Remote support
- User credential management
- Ticketing system proficiency
- Network troubleshooting
- Hardware and Software troubleshooting
Timeline
IT Service Desk Analyst
MicroSourcing
11.2023 - Current
IT Helpdesk (Shift Leader)
Probe Cx
04.2021 - 07.2023
Customer Service Representative
The Results Company, Alaskaland
07.2019 - 03.2021
Undergraduate - Business Accountancy
Renaissance School of Science And Technology
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