Arsenio Benjamin C. Carrillo II
IT Service Desk Support And Technician
City of San Fernando,PAM
Summary
Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Results-driven technical professional with comprehensive understanding of user support and system maintenance. Known for effective troubleshooting and resolution of technical issues. Strong focus on team collaboration and adaptability, ensuring reliable and dynamic service. Expertise in hardware and software support, along with proactive approach to problem-solving.
Experienced support professional prepared to excel in technical support roles. Strong background in troubleshooting, system maintenance, and customer service. Highly collaborative, adaptable to changing needs, and consistently focused on achieving results. Known for reliability and effective communication skills.
Overview
8
8
years of professional experience
Work History
MSP IT Support Technician
Business Technology Services (MSP Company)
06.2025 - 10.2025
- - Answering incoming IT support calls and email
- - Providing timely support to end users of PCs, Macs, iPhone and Android devices, and multiple business applications
- - O365 and Active Directory Admin specialized for on-boarding and off-boarding
- - On premises infrastructure, server back-ups and monitoring, patching and dispatching applications (3rd party)
- - Identifying, investigating and remediating alerts as part of our network operations center team
- - Resolving work requests; performing follow-ups as needed to ensure resolution
- - Providing outstanding customer service under stress and time pressures
- - Establishing and maintaining an excellent working relationship with end users
- - Investigating and solving desktop and other system-related issues
- - Presenting information clearly and logically with the ability to explain technical issues in plain, non-technical language
- - Recognizing high-priority issues and responding accordingly
- A full-service IT consulting MSP company. Whatever your technological needs may be, we are here to help. Our vast knowledge of new technologies and our excellent support have helped many companies become more profitable. A simple change in hardware can have a significant impact on the way you run your business.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
MSP Senior Global Helpdesk
ConnectWise Philippines
02.2021 - 06.2025
- - Answering incoming IT support chat and IT Service Desk ticketing system
- - Providing timely support to end users of PCs, Macs, iPhone and Android devices, and multiple business applications
- - O365 and Active Directory Admin specialized for on-boarding and off-boarding
- - Identifying, investigating and remediating alerts as part of our network operations center team
- - Assigning tasks and work requests; performing follow-ups as needed to ensure resolution
- - Providing outstanding customer service under stress and time pressures
- - Establishing and maintaining an excellent working relationship with end users
- - Investigating and solving desktop and other systems-related issues
- - Presenting information clearly and logically with the ability to explain technical issues in plain, non-technical language
- - Recognizing high-priority issues and responding accordingly
- - Assisting fellow team members and performing other duties as needed
- As an IT MSP solution provider, you have choices when it comes to software providers to help you manage, support, and automate business operations. At ConnectWise, you get more than a transaction. We believe that the combination of deepening our relationship with partners, delivering true innovation, and ensuring our software is secure is the most important thing we can do to help partners meet their most ambitious vision of success.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
I.T Service Desk
Atos / Syntel
Mckinley Taguig City
11.2019 - 02.2022
- Execute WTW employees for their Technical and Application issue, as IT Service Desk branded and dedicated to the highest form of integrity for their availability, the ability to speak to how these channels work together is very important.
- Establish effective working relationships with multiple group leaderships to ensure email and chat support initiatives are implemented through assistance and technical structure.
- Compiling FTC and CSAT performance data and metrics as follow score card and metrics for Account’s standard
- Provide feedback into campaign development and service offers and participates in their development; collaborate to create, launch and track performance of marketing initiatives and activities in our account
- Our solutions leverage automation to run the business with greater agility and efficiency, while harnessing next generation technologies to change the business to bring innovative new products and services to market faster than their competition.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Senior Helpdesk Technician - Digital Reign
Technology Elite INC.
03.2018 - 04.2019
- Providing a single point of contact for The Client customers and partners with regards to incident and problem, investigation and resolution
- Researching problems using a variety of manuals and resources, and to work with other consultants, Sydney team and affiliated consulting organizations in answering user queries
- Supporting The Client software product release activities, including testing, applying patches and upgrades and customer notifications
- Providing additional support as required– including invoice or other document verification using capture and classification software, analysis of failures.
- Communicate effectively with customers, providing a high level of customer service within Service Level Agreements
- Tech Elite is a specialist staffing facility based in the Philippines. We are not an “outsourcing” firm: you have complete control over your team and work quality. Around three quarters of our clients are Australian and New Zealand companies who have demanding requirements that other facilities cannot meet. We can also assist to move you from another facility. Our clients receive our unique multi-shore consulting process developed & proven over seven years.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
IT Service Desk
IBM BUSINESS SERVICES PHIL.
06.2017 - 12.2017
- Execute Citi employees for their Technical and Application issue, as IT Service Desk branded and dedicated to the highest form of integrity for their availability, the ability to speak to how these channels work together is very important.
- Establish effective working relationships with multiple group leaderships to ensure email and chat support initiatives are implemented through assistance and technical structure.
- Compiling FTC and CSAT performance data and metrics as follow score card and metrics for Account’s standard
- Provide feedback into campaign development and service offers and participates in their development; collaborate to create, launch and track performance of marketing initiatives and activities in our account
- Since establishing its presence in the Philippines in 1937, IBM has evolved to become the leader in information technology, providing hardware, software and IT-enabled services to domestic and global clients. It is known for the quality of its products and services in a long-standing tradition of excellence, customer satisfaction, and commitment to business ethics and integrity. Celebrating over seven decades of bringing progress through innovation, IBM Philippines has over 5,000 clients, 400 business partners, 130 authorized service centers, and operates from thirteen world-class facilities nationwide supporting business units such as Sales, Software, Systems Technology, Information Technology and Global Process Services Solutions.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
IT Service Desk
GENPACT SERVICES LTD
10.2016 - 02.2017
- Execute Coca-Cola employees for their Technical and Application issue, as IT Service Desk branded and dedicated to the highest form of integrity for their availability, the ability to speak to how these channels work together is very important.
- Establish effective working relationships with multiple group leaderships to ensure email and chat support initiatives are implemented through assistance and technical structure.
- Compiling FTC and CSAT performance data and metrics as follow score card and metrics for Account’s standard
- Provide feedback into campaign development and service offers and participates in their development; collaborate to create, launch and track performance of marketing initiatives and activities in our account
- Genpact’s unique heritage is unlike that of any other business services provider in the world. We began operations in 1997 with 20 employees and the pioneering vision of our founder and former President and CEO PramodBhasin, who transformed a pilot project of running GE Capital’s back-office services operations into one of the first large-scale captive companies in the world, GE Capital International Services (GECIS).
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
Senior IT Analyst
TATA CONSULTANCY SERVICES
05.2015 - 09.2016
- Execute Cargill employees for their Technical and Application issue, as Senior IT Analyst branded and dedicated to the highest form of integrity for their availability, the ability to speak to how these channels work together is very important.
- Establish effective working relationships with multiple group leaderships to ensure email and chat support initiatives are implemented through assistance and technical structure.
- Compiling FTC and CSAT performance data and metrics as follow score card and metrics for Account’s standard
- Provide feedback into campaign development and service offers and participates in their development; collaborate to create, launch and track performance of marketing initiatives and activities in our account
- Established in 1968, Tata Consultancy Services has grown to its current position as the largest IT services firm in Asia on the basis of its outstanding service record, collaborative partnerships, innovation and corporate responsibility. We are proud of our heritage as part of the Tata Group, which founded by Jamsetji Tata in 1868 is one of India’s most respected institutions today. Our mission reflects the Tata Group’s longstanding commitment to providing excellence:
- Led efforts toward migrating legacy applications onto more modern platforms that resulted in improved functionality for endusers.
- Collaborated with cross-functional teams to develop customized IT solutions for unique business challenges.
Senior I.T Service Desk (Email/Chat Support)
STEFANINI PHILIPPINES
07.2013 - 02.2015
- Execute Ernst and Young employees for their Technical and Application issue, as Senior IT Helpdesk branded and dedicated to the highest form of integrity for their availability, the ability to speak to how these channels work together is very important.
- Establish effective working relationships with multiple group leaderships to ensure email and chat support initiatives are implemented through assistance and technical structure.
- Compiling FTC and CSAT performance data and metrics as follow score card and metrics for Account’s standard
- Provide feedback into campaign development and service offers and participates in their development; collaborate to create, launch and track performance of marketing initiatives and activities in our account
- Was one of the first IT outsourcing companies in the United States to receive ISO certification, earning ISO 9001:1994 in 1995 and ISO 9001:2008 in 2010. This certification proves to third-party assessors, as well as our customers, that we follow a set of internationally recognized quality standards. In addition, in 2014 Stefanini achieved ISO 27001:2013 certification, delivering secure services for our customers following a recognized standard for information Security Management. Delivery sites under these ISO certifications include Southfield, MI; Davenport, IA; Bucharest, Romania; Manila, Philippines; São Paulo, Brazil.
Level 1 Microsoft Technical Support
DATACOM AUSTRALIA AND NEW ZEALAND
10.2012 - 07.2013
- Implements Technical solution by assisting consumer on their Microsoft product such as Office and Windows Operating System
- Specialized in Microsoft queries and issue including installation and activation. Application handles are Microsoft Office 2003/2007/2010/2013 and Microsoft Windows XP/Vista/7/8
- Design, build and run IT systems and process for business. At Datacom, we know that cleverly applied information technology makes a demonstrable difference to our clients’ businesses. Private and public sector clients across New Zealand and Australia and from the USA to Asia choose to partner with us because our service breadth and depth is world-class, our infrastructure rock-solid, and our local knowledge truly insightful. We both support existing IT systems and processes and we custom-design brand new ones but why we do this is where it gets interesting. The why for us is to apply our deep technological know-how in order to deliver a commercial return for our customers.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
Level 1 Dell Small and Business Technical Support
DELL PHILIPPINES INC
01.2012 - 10.2012
- Troubleshoot Hardware issues for Dell Desktop and Laptop on selected brands
- Dispatched hardware components and device for diagnostics and replacement
- Adheres to stated policies and procedure provided by Dell on its customer
- Conduct sales and Dell solutions for consumers for their needs
- Dell empowers countries, communities, customers and people everywhere to use technology to realize their dreams. Customers trust us to deliver technology solutions that help them do and achieve more, whether they’re at home, work, school or anywhere in their world. Learn more about our story, purpose and people behind our customer-centric approach. In all we do, we’re focused on delivering solutions to enable smarter decisions and more effective outcomes so our customers can overcome obstacles, achieve their ideas and pursue their dreams. Above all, we are committed to the superior long-term value they need to grow and thrive.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked well in a team setting, providing support and guidance.
Tier 1 Internet Support Helpdesk
NTT DOCOMOINTERTOUCH LTD
07.2009 - 12.2011
- Conducted troubleshooting internet connection for famous Hotels in the world. collaboration with World-Class Hotels catering High speed internet on its customers.
- Manages technical aspects for connectivity and its sources
- Responsible for improving and maintaining good connection whenever and wherever is customer is connected
- Is a premier integrated technology solutions provider to the global hospitality industry. We are one of the world’s largest hotel service providers delivering reliable and secure wired and wireless broadband connectivity services, multi-media services, interactive television, and managed network solutions. Our total technology solution, network monitoring, and comprehensive customer support enable hotels to offer a superior guest experience. DOCOMO InterTouch has been serving the hospitality industry since 1998, managing more than seven million broadband connections each year in guest rooms, meeting rooms and business centers worldwide.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
Inbound Sales Customer Care Representative
ETELECARE PHILIPPINES
02.2006 - 07.2009
- Provided inbound sales to the customers living in US for their mobility needs in terms of telecom plans and device.
- Assisted Team Leader by collaborating with Focus Group Discussion to improvise and improve call flow procedures, call efficiency, and meeting targets for average handling time. Also responsible for generating reports of the teams and individual statistics.
- Acted as among the team’s in-house assessors for cascaded quality updates. Handled coaching and deep-dives among representatives on the team.
- A member of the S&P 500 and the Forbes’ Platinum 400, is the global leader in integrated billing, employee care, and customer care services provided through outsourcing/licensing. The company serves top corporations in telecommunications, Internet, cable and broadband services, financial services, and other industries in nearly 60 countries.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
Education
Bachelor of Arts - Psychology
University of Perpetual Help of Laguna
Binan, Philippines10-2001
High School Diploma -
La Consolacion College
Binan, Laguna 05.2001 -
No Degree -
La Consolacion School
Binan, Laguna 05.2001 -
Skills
Microsoft 365 Administration & Licensing
Timeline
MSP IT Support Technician
Business Technology Services (MSP Company)
06.2025 - 10.2025
MSP Senior Global Helpdesk
ConnectWise Philippines
02.2021 - 06.2025
I.T Service Desk
Atos / Syntel
11.2019 - 02.2022
Senior Helpdesk Technician - Digital Reign
Technology Elite INC.
03.2018 - 04.2019
IT Service Desk
IBM BUSINESS SERVICES PHIL.
06.2017 - 12.2017
IT Service Desk
GENPACT SERVICES LTD
10.2016 - 02.2017
Senior IT Analyst
TATA CONSULTANCY SERVICES
05.2015 - 09.2016
Senior I.T Service Desk (Email/Chat Support)
STEFANINI PHILIPPINES
07.2013 - 02.2015
Level 1 Microsoft Technical Support
DATACOM AUSTRALIA AND NEW ZEALAND
10.2012 - 07.2013
Level 1 Dell Small and Business Technical Support
DELL PHILIPPINES INC
01.2012 - 10.2012
Tier 1 Internet Support Helpdesk
NTT DOCOMOINTERTOUCH LTD
07.2009 - 12.2011
Inbound Sales Customer Care Representative
ETELECARE PHILIPPINES
02.2006 - 07.2009
High School Diploma -
La Consolacion College
05.2001 -
No Degree -
La Consolacion School
05.2001 -
Bachelor of Arts - Psychology
University of Perpetual Help of Laguna