Remote Tools Teamviewer
ARNOLD CONDINO
Technical & Security Response Team
Imus
Summary
Technical and Security Response Team / IT Service desk specialist delivering first-line email and chat support, remote troubleshooting, and ticket management for 1,000+ employees. Resolves hardware, software, account provisioning, password reset, and VPN issues while maintaining SLA compliance and clear incident documentation. Supports process improvement through weekly and monthly service reports, user manuals, and a cybersecurity awareness presentation with an interactive quiz.
Overview
1
1
Language
1
1
Certificate
18
18
years of professional experience
Work History
Technical and Security Response Team / IT Service desk
Universal Storefront Services Corporation
12.2022 - Current
- Provided initial support via email and chat, achieving high customer satisfaction ratings.
- Diagnosed and rectified hardware/software problems within SLA parameters, attaining 95% success rate for first email or chat
- Recorded and overseen incident and service request tickets in K9 portal ensuring precise categorization, prioritization, and SLA compliance.
- Advanced complex issue to level 2/3 teams while ensuring SLA adherence and maintaining comprehensive documentation.
- Assisted in account provisioning, performed password resets, and implemented VPN setup.
- Assisted in account provisioning, executed password resets, and set up VPNs to streamline access for users.
- Compiled and delivered weekly and monthly SLA performance reports to team and management, identifying trends and recurring issues while recommending actionable process enhancements.
- Presented cybersecurity awareness video and created interactive quiz for over 1000 employees, enhancing compliance readiness
- Perform validation and performance testing on universal cashiering system and mobile app while developing straightforward, user-centric manuals to guide staff in handling new company products.
Branch manager / Customer Service Representative
Universal Storefront Services Corporation
02.2008 - 11.2022
- Managed domestic and international remittance transactions, ensuring 100% accuracy.
- Managed customer transactions for bill payments, insurance, and money transfers (Western Union, MoneyGram, Ria, Xpress Money), ensuring accurate and timely processing.
- Managed airline ticket bookings and 2go reservations, ensuring seamless travel arrangements.
- Implemented AML and compliance checks to prevent fraudulent transactions
- Managed daily cash flow and generated financial reports, providing management with insights for decision-making.
Education
Bachelor of Science - Computer Science
Philippine Christian University
Manila, Metro Manila, Philippines04-2003
Skills
Hardware and software troubleshooting
Desktop remote support
Networking fundamentals
Cybersecurity awareness (PCI DSS)
Basic knowledge of Linux
Ticket triage
Incident management
SLA compliance
User account provisioning
Knowledge base documentation
Security incident escalation
Access control support
Password reset support
VPN setup
Security awareness training
Accomplishments
- Collaborated with team of IT PMO in the development of Universal Cashiering System - Xpress IMT Payout, Philsys ID Integration and Dasmarinas water district.
- Achieved and performed validation through effectively helping with testing and Creation of user Manual
- Collaborated with team Security Operations for cybersecurity awareness
- .Delivered a cybersecurity awareness video presentation and developed an interactive quiz over to 1000+ employees, improving compliance readiness
Additional Information
Languages: English and Tagalog
Projects: Created user‑friendly technical manuals and documentation for company systems, improving staff efficiency
Hobbies & Interests: IT troubleshooting and Cybersecurity awareness
Other Skills: Basic Programming In Phython
Software
Microsoft Office
Linux
MacOS
Certification
Exceptional Customer Service Training
Interests
Presenation Video using canva
Basketball
Timeline
Technical and Security Response Team / IT Service desk
Universal Storefront Services Corporation
12.2022 - Current
Branch manager / Customer Service Representative
Universal Storefront Services Corporation
02.2008 - 11.2022
Bachelor of Science - Computer Science
Philippine Christian University
Languages
English
Upper intermediate (B2)