Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Gerald Lerin

Paranaque City, Province of Rizal

Summary

Reliable and resourceful IT Helpdesk professional with experience providing first-line technical support. Proficient in diagnosing and resolving hardware, software, and network issues. Skilled at using ticketing systems and delivering excellent customer service to ensure smooth IT operations.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Junior Consultant / IT Service Desk Analyst

CGI
06.2023 - Current
  • Providing technical support and assistance to end-users, resolving IT-related issues, and ensuring smooth operation of IT systems and services.
  • Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or email.
  • Perform troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions from customers to the appropriate internal team.

Admin Assistant

Airside Engineering Services L.L.C
02.2020 - 04.2023
  • Develop and maintain filing system.
  • Update and maintain office policies and procedures.
  • Provide general support to visitors.
  • Order office supplies and research new deals and suppliers.
  • Answers direct phone calls.
  • Assist in the preparation of regular scheduled reports.
  • Making invoices and quotations.

Education

Bachelor of Science - Information Technology

AMA Computer College
Parañaque City
06-2018

Skills

  • Incident, Request and User Account Management
  • Office 365 L1 Troubleshooting
  • MAC and OS Windows L1 Troubleshooting
  • Software Troubleshooting
  • Mobile Management and Troubleshooting
  • ITSM Tools (BMC Helix)
  • Active Directory, Azure Active Directory
  • Exchange On-Prem, Exchange Cloud (Office 365)
  • Remote Tools (Bomgar)
  • Microsoft Office 365 (Outlook, Teams, SharePoint, OneDrive, etc)
  • Telephony (Avaya, Genesys)
  • Problem-Solving Abilities
  • ServiceNow

Languages

English
Filipino

Certification

  • ITIL FOUNDATION CERTIFICATION IN IT SERVICE MANAGEMENT - Effectivity by: 26 Sept 2024 to 26 Sept 2027

Timeline

Junior Consultant / IT Service Desk Analyst

CGI
06.2023 - Current

Admin Assistant

Airside Engineering Services L.L.C
02.2020 - 04.2023

Bachelor of Science - Information Technology

AMA Computer College

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Gerald Lerin