Dominic Angelo Agustin
Manila
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
Work History
L2 IT Service Desk
Concentrix Philippines
Remote Manila
04.2022 - Current
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
- Troubleshoot and Assist Vendors in Windows Server issues.
- Set up laptop, desktop, and mobile devices.in Microsoft Intune.
- Full Device Management, Deployment, Retrieval, Enrollment and Retirement of devices.
- Monitor and Troubleshoot Devices for each clients using RMM (Atera)
- User Microsoft Azure, Intune and Endpoint to assist clients.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Helped to improve current Knowledge Based Articles.
- Trained new IT service desk by introducing the tools and allowing them to listen and view my screen while I was on a call.
- Evaluate Inbound Service request and Incidents to be routed to the resolver team.
- Coordinates with the Quality Assurance Team on how we can improve our current KB and provided them the common things to know about our current scope of support.
Assistant Systems Engineer
Tata Consultancy Services
BGC, Metro Manila
10.2021 - 03.2022
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Performed installation, maintenance and support of system software and hardware.
- Delivered helpdesk service and support to customers.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Sharepoint, Onedrive, Exchange Administration.
- Troubleshoot and Assist Vendors in Windows Server issues.
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
IT Service Desk
Eteam Incorporated
Remote, Manila
04.2021 - 10.2021
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Onboard and Off-Board users using Active Directory (On-prem, Hybrid and Extra ID) in Windows Server and Microsoft 365 Administration.
- Sharepoint, Onedrive, Exchange Administration.
Helpdesk Support Representative
RingCentral
Manila
03.2020 - 03.2021
- Managed high levels of call flow and responded to VOIP technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Build, Create and Maintain different companies phone system.
- Design IVR, Call queues, User settings that will optimize the businesses of the clients.
- Provide Training and Seminars to all New employees that will use our products.
- Provision SIP enable devices like IP phones and paging speakers.
Technical Support Representative
Sitel Philippines
Manila
07.2012 - 07.2013
- Managed high levels of call flow and responded to Hewlett-Packard technical support needs.
- Provide assistance for HP customers for their Hardware, Software and Network issues about all hp products.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Worked as a part time SME for new technical supports during their training process.
Technical Support Representative
SPI Global
Manila
07.2011 - 06.2012
- Managed high levels of call flow and responded to Dishnetwork technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Education
Bachelor of Arts - B.S Civil Engineering 2013-2018
FEU Institute of Technology
Manila Philippines12-2017
Skills
- Computer Hardware and Software Troubleshooting
- VOIP Setup and Troubleshooting
- Active Directory
- Network and VPN troubleshooting
- Remote Technical Support
- RMM
Internet Cafe Business
2017-2019
Timeline
L2 IT Service Desk
Concentrix Philippines
04.2022 - Current
Assistant Systems Engineer
Tata Consultancy Services
10.2021 - 03.2022
IT Service Desk
Eteam Incorporated
04.2021 - 10.2021
Helpdesk Support Representative
RingCentral
03.2020 - 03.2021
Technical Support Representative
Sitel Philippines
07.2012 - 07.2013
Technical Support Representative
SPI Global
07.2011 - 06.2012
Bachelor of Arts - B.S Civil Engineering 2013-2018
FEU Institute of Technology
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