Summary
Overview
Work History
Education
Skills
Timeline
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Angelika Lagustan

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)

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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

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Angelika LagustanIT Support Engineer