Annalyn Pron

ISHELP Technician / Backup Point-of-Contact Support

• Respond to helpdesk tickets, emails, chats, and calls to provide timely Level 1 IT support.
• Troubleshoot hardware and software issues across PCs, printers, mobile devices, and peripherals.
• Deliver remote and on-site technical assistance to end users.
• Manage user accounts: create, modify, deactivate accounts in Active Directory, email systems, and enterprise applications.
• Reset passwords and manage access permissions in accordance with company policies.
• Install, configure, and maintain desktops, laptops, and related hardware.
• Perform routine maintenance, upgrades, and software installations.
• Ensure systems are updated with the latest patches and antivirus definitions.
• Assist with basic network troubleshooting, including connectivity and printer sharing.
• Support VPN and remote access tools for secure connectivity.
• Maintain accurate documentation of issues, resolutions, and asset inventory.
• Create and update technical procedures and user guides.
• Assist in onboarding new hires by setting up workstations and accounts.
• Ensure compliance with company security policies and escalate security incidents as needed.
• Collaborate with other IT teams (network, systems, cybersecurity) on support and projects.
• Participate in IT rollouts and infrastructure improvement initiatives.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Strengthened communication skills through regular interactions with others.
• Adaptable and proficient in learning new concepts quickly and efficiently.

EUC Enterprise Messaging Virtual Member

• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Support and maintain data across Microsoft technologies including Intune, Entra, Azure AD, Office 365, and SCCM.

• Manage user accounts, email groups, and shared mailboxes within Microsoft 365.
• Assign and remove licenses (e.g., Microsoft 365) and reset passwords via Microsoft Admin Exchange.
• Modify user attributes such as department, job title, and reporting manager.
• Configure Conditional Access policies to enhance security posture.
• Create and manage Microsoft 365 and security groups.
• Monitor and scan filtered emails from Exchange Server for potential threats or issues.

• Handled inbound and outbound calls to assist customers with their TPG Internet Broadband and NBN Fiber accounts.
• Provided technical support for internet connectivity issues and Business VoIP troubleshooting.
• Offered basic setup assistance for third-party equipment, TPG and third-party email, IPTV, and domain email.
• Addressed internet data usage inquiries and disputes, including compensation requests and approvals.
• Served as the Point Person for the Helpdesk Callback Team (Level 2 Technical support) for 4 years, managing escalations and follow-ups.
• Maintained and monitored the dispatch tracker to ensure timely resolution of technical cases.
• Reviewed endorsed callback cases for quality and accuracy before escalation.
• Generated daily and monthly reports covering: Attendance, Team productivity, Dispatched tickets
• Streamlined internal communication by implementing efficient ticketing systems for tracking and resolving IT-related requests.

• Coordinated flight and hotel bookings for executives and auditors, ensuring smooth travel arrangements.
• Maintained and updated HR databases and employee records, including health, insurance, and government forms.
• Managed website content as the Front-End Editor using a Content Management System (CMS).
• Assisted the Accounting Department in processing Daily Time Records (DTR) during payroll cut-offs.
• Prepared payment requests for travel and hotel accommodations in coordination with Accounting.
• Performed general administrative duties to support daily office operations.

• Guided subscribers through the application process for new broadband accounts, ensuring clear understanding of requirements.
• Resolved internet connectivity issues and supported device setup concerns with efficiency and professionalism.
• Assisted with account modifications and handled customer requests with accuracy and care.
• Verified and provided relevant account information to enhance customer experience and service quality.
• Delivered exceptional customer service by addressing concerns promptly and explaining technical solutions clearly.
• Provided remote assistance for technical issues, offering step-by-step guidance with patience and clarity.
• Improved customer satisfaction by delivering timely and accurate support for software and hardware-related concerns.
• Managed challenging customer interactions diplomatically, often turning negative experiences into positive outcomes.
• Documented all customer interactions in the case management system to maintain detailed and accurate records.