Summary
Overview
Work History
Education
Skills
References
Interests
Personal Information
Timeline
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Dennis Jr Malbas

IT Service Desk III
Altavista Homes, Beasa, Caloocan City

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Detail-oriented Service Desk with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

2024
2024
years of professional experience
2
2
Language

Work History

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

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References

Available upon request

Interests

Indoor & Outdoor Activities

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

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

IT Service Desk Analyst

NightOwl Consulting
1 2024 - 7 2024

Bachelor of Science Degree in Computer Science -

DE LA SALLE ARANETA UNIVERSITY

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Dennis Jr MalbasIT Service Desk III