Bryan Jordan Soriano
Malabon City
Summary
Professional IT Support Engineer with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Engineer II
Techno Global Team Inc.
07.2023 - Current
- Client / Campaign: (OTTO IT)
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Document solutions and share knowledge to enhance team performance
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- 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.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Technical Support Specialist Engineer
Zendesk Inc.
10.2021 - 02.2023
- Provided expert-level support for Zendesk’s multi-product platform
- Handled critical customer concerns via chat and escalations
- Assisted with troubleshooting API integrations and system configurations
Technical Helpdesk Analyst - Mentor
Webhelp / ATOS Information Technology Inc.
09.2016 - 10.2021
- Troubleshot hardware, software, and network issues
- Provided mentorship to junior helpdesk analysts
- Recommended system improvements and assisted in upgrades
IT Service Desk Technician
Collabera Philippines
01.2015 - 01.2016
- Company Overview: (WIPRO Technologies - Quest Diagnostics)
- (WIPRO Technologies - Quest Diagnostics)
IT Service Desk Technician
Stefanini Philippines
01.2015 - 12.2015
- Company Overview: (Ernst & Young)
- (Ernst & Young)
Technical Support Representative
Convergys Philippines
01.2014 - 12.2014
- Company Overview: (AT&T Uverse)
- (AT&T Uverse)
Education
B.S. - Electronics Engineering
Adamson University
01.2014
First Honorable Mention -
Panghulo National High School
01.2009
Valedictorian -
Panghulo Elementary School I
01.2005
Skills
- IT Support & Troubleshooting
- Helpdesk & Service Desk Operations
- Ticketing Systems
- Networking & System Monitoring
- Incident Management & Documentation
- Backup & Recovery
- Remote Management
- Cloud & Admin Platforms
- Cybersecurity & Compliance
Certification
Microsoft MS-900 Certification, 01/01/24
Previous Roles
- Collabera Philippines (WIPRO Technologies - Quest Diagnostics), IT Service Desk Technician, 01/01/15, 12/31/16
- Stefanini Philippines (Ernst & Young), IT Service Desk Technician, 01/01/15, 12/31/15
- Convergys Philippines (AT&T Uverse), Technical Support Representative, 01/01/14, 12/31/14
Leadership Affiliations
- Grand Knight (President), Knights of Columbus, 01/01/22, 12/31/24
- Active member since 2012
Timeline
IT Support Engineer II
Techno Global Team Inc.
07.2023 - Current
Technical Support Specialist Engineer
Zendesk Inc.
10.2021 - 02.2023
Technical Helpdesk Analyst - Mentor
Webhelp / ATOS Information Technology Inc.
09.2016 - 10.2021
IT Service Desk Technician
Collabera Philippines
01.2015 - 01.2016
IT Service Desk Technician
Stefanini Philippines
01.2015 - 12.2015
Technical Support Representative
Convergys Philippines
01.2014 - 12.2014
First Honorable Mention -
Panghulo National High School
Valedictorian -
Panghulo Elementary School I
B.S. - Electronics Engineering
Adamson University
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