Indoor & Outdoor Activities
Dennis Jr Malbas
IT Service Engineer
Altavista Homes, Beasa, Caloocan City
Summary
Detail-oriented and results-driven IT Service Desk Engineer with a solid background in system administration, network support, and end-user technical assistance. Skilled in diagnosing and resolving hardware, software, and network issues while implementing efficient IT solutions that enhance performance and reliability. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented Service Desk with extensive experience in telecommunications, retail and technical service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
10
10
years of professional experience
2
2
Language
Work History
Senior Service Desk Analyst II
Tata Consultancy Services
04.2025 - Current
- Enhanced IT service desk performance by
implementing best practices, monitoring metrics, and
identifying areas for improvement. - Managed incident escalation processes effectively,
ensuring timely resolutions while minimizing
disruption to users'' workflows. - Helped streamline repair processes and update
procedures for support action consistency. - Generated reports to track performance and analyze
trends. - Researched and identified solutions to technical
problems.
IT Service Desk Analyst
NightOwl Consulting
1 2024 - 7 2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
IT Service Desk Analyst I
UNISYS
01.2023 - 01.2024
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Optimized workflows through automation and scripting, resulting in increased productivity for both the team and endusers.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Application Development Associate
ACCENTURE
05.2022 - 11.2022
- Analyzed end-user requirements to create tailored solutions meeting specific business needs.
- Participated in regular code reviews for maintaining consistent quality standards across the team''s output.
- Delivered comprehensive technical documentation, enabling seamless knowledge transfer to team members and stakeholders.
- Resolved system test and validation problems to provide normal program functioning.
- Assisted with troubleshooting efforts during production incidents minimizing application downtime and ensuring business continuity.
TSR, CSR, Content Moderator
TaskUs
12.2019 - 05.2022
- Collaborated with fellow moderators to create a safe, inclusive online environment for users.
- Consistently enforced community guidelines through fair application of disciplinary actions such as warnings or temporary bans.
- Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
- Coordinated regular team meetings to discuss challenges, successes, and goals for upcoming initiatives within the community.
IT Helpdesk
JEXCEED INC.
01.2017 - 11.2018
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Learned and adapted quickly to new technology and software applications.
- Assisted in training new hires on company policies, procedures, and best practices for local drivers.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
Technical Support Representative
IBEX
09.2016 - 12.2016
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Web UX/UI Designer
CR8V WEB SOLUTIONS
06.2016 - 09.2016
- Conducted competitive analysis to identify UX/UI trends, incorporating best practices into product designs.
- Reduced project timelines by utilizing agile design processes, resulting in increased productivity without sacrificing quality.
- Developed interactive prototypes to validate designs, leading to faster iteration cycles and improved final products.
- Improved website conversion rates through strategic placement of call-to-action elements within UI designs.
- Collaborated with cross-functional teams to ensure cohesive design solutions aligned with business goals and user needs.
Technical Support Representative
CONVERGYS
08.2015 - 02.2016
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Bachelor of Science Degree in Computer Science -
DE LA SALLE ARANETA UNIVERSITY
Skills
System monitoring
Remote support
Network troubleshooting
Ticketing system proficiency
VPN configuration
Application support
Server management
System administration
References
Available upon request
Interests
Loved to Travel
Checking new technologies
Personal Information
- Age: 32
- Place of Birth: Manila
- Height: 5'6"
- Citizenship: Filipino
- Date of Birth: 03/11/1992
- Gender: Male
- Marital Status: Single
- Religion: Evangelical Christian
Timeline
Senior Service Desk Analyst II
Tata Consultancy Services
04.2025 - Current
IT Service Desk Analyst I
UNISYS
01.2023 - 01.2024
Application Development Associate
ACCENTURE
05.2022 - 11.2022
TSR, CSR, Content Moderator
TaskUs
12.2019 - 05.2022
IT Helpdesk
JEXCEED INC.
01.2017 - 11.2018
Technical Support Representative
IBEX
09.2016 - 12.2016
Web UX/UI Designer
CR8V WEB SOLUTIONS
06.2016 - 09.2016
Technical Support Representative
CONVERGYS
08.2015 - 02.2016
Bachelor of Science Degree in Computer Science -
DE LA SALLE ARANETA UNIVERSITY
IT Service Desk Analyst
NightOwl Consulting
1 2024 - 7 2024