Summary
Overview
Work History
Education
Skills
References
Timeline
Section name
Generic
FRANCIS VALENZONA

FRANCIS VALENZONA

Cebu City

Summary

I am a Senior Desktop Engineer with over 8 years of technical experience. I have been part in implementing, and supporting enterprise-level desktop solutions across a dynamic and fast-paced environment. My work is to ensure stability, performance, and security of end-user computing systems, while also leading efforts to modernize and streamline desktop deployments, virtual desktop infrastructure (VDI), endpoint management, and user support processes.

Overview

17
17
years of professional experience

Work History

Senior Desktop Engineer

ICS
05.2021 - 07.2025
  • To ensuring that our desktop infrastructure operates efficiently and meets the needs of our end-users. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with team members and end-users. Proven ability to lead cross-functional teams, implement technical training programs, and align IT initiatives with organizational goals. Recognized for fostering high-performance teams, streamlining technical operations, and delivering engaging training sessions to new hires.
  • Responsibilities:
  • 1. Desktop Support: Provide technical support to end-users for desktop hardware, software, and peripherals. Resolve technical issues in a timely manner to minimize downtime and disruptions.
  • 2. Hardware and Software Management: Install, configure, and maintain desktop hardware and software, including operating systems, applications, and utilities. Ensure that all desktop systems are up-to-date and secure.
  • 3. Troubleshooting: Identify and troubleshoot hardware and software issues on desktops and peripherals. Develop and implement solutions to resolve issues and prevent future occurrences.
  • 4. Documentation: Develop and maintain documentation related to desktop systems and procedures, including hardware and software configurations, troubleshooting guides, and user manuals.
  • 5. Collaboration: Collaborate with other IT team members on projects and initiatives, such as software deployments, hardware upgrades, and system migrations. Provide input and support to ensure successful project outcomes.
  • 6. Training and Knowledge Sharing: Stay up-to-date with the latest desktop technologies and best practices. Share knowledge and expertise with team members and end-users through training sessions and documentation.
  • 7. Security and Compliance: Ensure that desktop systems comply with security policies and standards. Implement security measures to protect desktop systems from threats and vulnerabilities.
  • 8. User Satisfaction: Monitor and measure user satisfaction with desktop services. Identify areas for improvement and implement changes to enhance the user experience.

Tutor support and Complaints management

Bibo Global Opportunity
11.2015 - 03.2020
  • 4 years and 4 months of solid experience as an operation, chat, and email support for a Japanese English tutorial company. The main task is to answer inquiries from tutors ranging from rules to technical issues but not limited to. Also task to answer email disputes for class cancellation concerns. I'm also dealing with complaints from students and forwarding it to tutors for coaching or for class cancellation.

Technical Support Representative

Teleperformance Philippines
02.2014 - 10.2015
  • Answer calls for customers who have problems with their cable, internet, and phone service. Use appropriate troubleshooting steps to determine the cause and the right solution for the problem using company tools provided by the client.

Technical Support Representative

Convergys Philippines
08.2011 - 12.2013
  • Answer calls for customers who have problems with their cable, internet, and phone service. Use appropriate troubleshooting steps to determine the cause and the right solution for the problem.
  • Monthly Salary: 15,000.00

Data Encoder

SL Temps Inc
11.2008 - 07.2011
  • Enter Data from a soft copy to the system for Quality Assurance. And we also do data analysis whether where to put the specific information on the system. And when the Quality Assurance has approved that the data has no errors then it will be passed on to production.

Education

College graduate - BSIT

STI COLLEGE CEBU
03.2008

Skills

  • Effective team coordination
  • Effective English communication
  • Expertise in client relations
  • Expertise in computer networking
  • Proficient in resolving hardware issues
  • Active Directory management
  • Remote desktop support
  • Help desk support
  • Troubleshooting and Diagnostics

References

  • Lynbert, Sacnanas, Team Leader, Lsacnanas@ICS.com.ph, 09438208014, ICS
  • Michelle, Gari, Team leader, michellyn.gari@bibo.com.ph, +639212583740, Bibo Global Opportunity

Timeline

Senior Desktop Engineer

ICS
05.2021 - 07.2025

Tutor support and Complaints management

Bibo Global Opportunity
11.2015 - 03.2020

Technical Support Representative

Teleperformance Philippines
02.2014 - 10.2015

Technical Support Representative

Convergys Philippines
08.2011 - 12.2013

Data Encoder

SL Temps Inc
11.2008 - 07.2011

College graduate - BSIT

STI COLLEGE CEBU

Section name

Mynimo Resume of FRANCIS VALENZONA

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