Angelika Lagustan
IT Support Engineer
Biñan
Summary
Detail-oriented IT Support Engineer with over 5 years of experience providing technical support and help desk assistance. Proven expertise in monitoring 24/7 application systems, maintaining traceability of products, and resolving complex technical issues. Seeking a challenging role in the IT field that utilizes my skills and experience while also allowing me to expand my knowledge and proficiency in digital and social media marketing. Currently pursuing additional training in lead generation, email marketing, Facebook and LinkedIn marketing, affiliate marketing, and social media moderation to further enhance my skillset. Dedicated to building my personal brand while helping businesses achieve their social purpose and ensuring customer satisfaction.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Lead Generation Specialist
Freelancer
Biñan
04.2023 - Current
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Responsible for searching target leads and prospects’ information such as email addresses, LinkedIn profiles, and business domains.
- With a little bit of knowledge of using scraping tools like Apollo, Hunter, and Snovio.
- Generating reports using Google Sheets and Google Drive.
Facebook Group Moderator
Freelancer
Biñan
02.2023 - Current
- As an SM Moderator for a Job Hiring Group on Facebook, am the one responsible for filtering posts, making sure the group’s rules are followed, and keeping good engagement with group members.
IT Support Engineer
Z-Connect, Inc.
Calamba
04.2021 - Current
- Provides support for Assembly Line Production Supervisor (ALPS)
system, SECS GEM User Interface (SGUI),Terminal Driver Interface
(TDI), microterminals, production machines,and EIC servers. - Responsible for Deploying, Pairing, and Configuration of machines
to EIC Servers. - Maintaining the major traceability of all units.
- Providing technical support to users over the telephone, chat,and
by mail. - Collaborated with supervisors to escalate and address customer inquiries or technical issues. Work closely with Level 2 support in fixing and diagnosing production
problems. - Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests. (Remedy and BMC Helix)
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors. Responsible for server’s memory reach and running jobs monitoring.
- Documented support interactions for future reference. Generating reports and documents needed in operation.
Online IT Tutor (Freelancer)
Course Hero
Biñan
09.2021 - 09.2022
- Provides online/non-voice support to students anywhere around the globe.
Providing tutoring on the subjects of computer science, information security, networking, and software design - Like a personal tutor, I am responsible for tutoring students with explanations, solutions, and how to derive the correct answer.
Used the Course Hero website platform for tutoring students with a 100% helpful rate. - Paid attention to detail while completing assignments.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
Technical Support Engineer
Strategic Networks, Inc.
Calamba
10.2018 - 03.2021
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed root cause analysis of reported issues to enact corrections.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Provides support for Assembly Line Production Supervisor (ALPS)
system, SECS GEM User Interface (SGUI),Terminal Driver Interface
(TDI), microterminals, production machines,and EIC servers. - Responsible for Deploying, Pairing, and Configuration of machines
to EIC Servers. - Maintaining the major traceability of all units.
Providing technical support to users over the telephone, chat,and
by mail. - Collaborated with supervisors to escalate and address customer inquiries or technical issues. Work closely with Level 2 support in fixing and diagnosing production
problems. - Used ticketing systems to manage and process support actions and requests. (Remedy and BMC Helix)
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors. Responsible for server’s memory reach and running jobs monitoring.
- Documented support interactions for future reference. Generating reports and documents needed in operation.
Education
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Bansud, Oriental Mindoro Philippines 06.2014 - 05.2018
Skills
Ticketing system (Remedy and BMC Helix)
Assembly Line Production Supervisor (ALPS) System support
Traceability, SECS GEM User Interface (SGUI), Micro Terminal,and EIC Servers support
Office 365 (Word, Excel, Teams, and Outlook)
Google Suite Apps(Google Sheets, Google Docs)
Scraping tools (Apollo, Hunter, Snovio, Rocket Reach)
Monitoring Tools( Zabbix Dashboard, Forecasting Memory Reach)
Research and Documentation
Teamwork and Collaboration
Time Management
Attention to Detail
Hardware and software installations and maintenance
Troubleshooting and configuration of computers and production machines
Customer Oriented
Timeline
Lead Generation Specialist
Freelancer
04.2023 - Current
Facebook Group Moderator
Freelancer
02.2023 - Current
Online IT Tutor (Freelancer)
Course Hero
09.2021 - 09.2022
IT Support Engineer
Z-Connect, Inc.
04.2021 - Current
Technical Support Engineer
Strategic Networks, Inc.
10.2018 - 03.2021
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
06.2014 - 05.2018