Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Earl Christian Cunanan

Technical Support Specialist Tier 2
Taguig City

Summary

With a background in Information and Network Security, I have two years of experience in the BPO industry, specializing in technical support and network operations. As a NOC Technician, I manage Cisco devices and troubleshoot VoIP systems like Polycom and Grandstream. I’ve developed strong communication skills by overcoming social anxiety, enabling me to handle challenging customer interactions. Focused on continuous personal and professional growth, I am pursuing certifications in networking and security to further enhance my expertise and contribute to the tech industry.

Overview

7
7
years of professional experience
2023
2023
years of post-secondary education
5
5
Certifications

Work History

Tier 2 Technical Support Specialist

Foundever
09.2022 - 04.2025
  • Acted as a Subject Matter Expert (SME) for two years, mentoring junior team members to enhance customer interactions and promote one-touch ticket resolution.
  • Handled and resolved multiple support tickets daily, specializing in troubleshooting Layer 1 and Layer 2 network issues.
  • Monitored and analyzed network traffic using Cisco Meraki, Zabbix, ConnectWise, and SolarWinds.
  • Installed, configured, and maintained routers, switches, firewalls, and wireless access points.
  • Partnered with Field Technicians and customers to diagnose and resolve networking, routing, and wireless connectivity issues.
  • Delivered technical assistance through phone, email, and chat using ConnectWise.
  • Supported hardware deployments, system upgrades, and VoIP systems troubleshooting.
  • Maintained optimal network performance by proactively monitoring customer hardware and software systems.
  • Evaluated technical complexity of incidents and escalated advanced cases to the Tier 3 support team as needed.

Desktop Support Engineer Intern

Grandtech Intl
01.2018 - 03.2018
  • Implemented security protocols by updating antivirus software and configuring firewalls to safeguard sensitive company data against potential threats.
  • Maintained an up-to-date inventory of desktop hardware and software components to ensure accurate asset management records.
  • Set up employee workstations by configuring hardware, devices, and software applications.
  • Performed account management tasks including password resets, account unlocks, and user account creation in Windows Server 2016.
  • Resolved over 20 trouble tickets daily by efficiently triaging and addressing technical issues.

Education

Bachelor of Science - MAJOR IN INFORMATION AND NETWORK SECURITY

UNIVERSITY OF MAKATI
07-2022

Skills

    LAN/WAN Connectivity, TCP/IP, DNS, DHCP, VLANs, Routing, Switching, SD-WAN Activation

    Network Configuration, Troubleshooting, and Monitoring

    Windows Operating Systems, Active Directory Administration, Office 365 Support

    User Account Management (Password Reset, Account Unlocks, Server 2019)

    Cisco Meraki, SolarWinds, Zabbix, ConnectWise

    VMware Workstations, GNS3 (Network Simulation)

    Firewall Configuration and Management, Antivirus and Endpoint Security Updates

    Basic Network Security Principles (CIA Triad, Access Controls)

    Familiarity with Incident Response Procedures and Risk Mitigation

    Strong Communication Skills

    Team Mentoring and Collaboration

Certification

Computer Networking - Local Area Network and the OSI Model

Timeline

Tier 2 Technical Support Specialist

Foundever
09.2022 - 04.2025

Desktop Support Engineer Intern

Grandtech Intl
01.2018 - 03.2018

Bachelor of Science - MAJOR IN INFORMATION AND NETWORK SECURITY

UNIVERSITY OF MAKATI

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Earl Christian CunananTechnical Support Specialist Tier 2