NICOLI GRANT OLARTE
Baguio City, Province Of Benguet,BEN
Summary
Experienced with troubleshooting technical issues and providing effective solutions. Utilizes strong customer service and communication skills to ensure user satisfaction and efficient problem resolution. Knowledge of various software and hardware systems, enabling quick and accurate support.
Overview
2026
2026
years of professional experience
Work History
I.T Assistant
The Forest Lodge at Camp John Hay
- Provided technical support for software and hardware issues across the organization.
- Assisted in maintaining network systems to ensure operational efficiency.
- Conducted routine system checks to identify and resolve potential issues proactively.
- Supported training sessions for staff on software usage and best practices for security protocols.
- Monitored inventory of IT equipment, ensuring timely replenishment of necessary supplies.
- Assisted in network maintenance, ensuring smooth connectivity for all users.
- Conducted monthly reviews of existing systems to identify areas requiring improvements or updates.
- Installed and configured software and hardware.
Level 1 Helpdesk Agent
ThoughtFocus
11.2024 - Current
- Provided technical support for hardware and software issues, resolving user inquiries efficiently.
- Assisted users with account setup and troubleshooting across various platforms.
- Documented and tracked support requests in ticketing system, ensuring accurate record-keeping.
- Collaborated with team members to enhance knowledge base and improve service delivery.
- Delivered training sessions for new hires on helpdesk procedures and customer service best practices.
- Maintained communication with users throughout the support process, ensuring timely updates and resolutions.
- Managed user accounts, granting necessary permissions while maintaining strict security protocols.
- Strengthened client relationships by providing exceptional customer service in all interactions.
- Maintained detailed documentation of helpdesk interactions, enabling efficient issue tracking and resolution.
- Increased first-call resolution rate through effective problem-solving and clear communication skills.
Infrastructure Administrator
ThoughtFocus
11.2024 - Current
- Provided technical support for hardware and software issues to ensure optimal system performance.
- Diagnosed and resolved user-reported incidents, improving response times and user satisfaction.
- Assisted in the installation and configuration of desktop systems and peripherals for end-users.
- Maintained accurate documentation of support tickets and solutions for knowledge sharing.
- Collaborated with IT teams to implement software updates, enhancing system security protocols.
- Trained new team members on support processes and troubleshooting techniques to improve service quality.
- Supported the IT team with troubleshooting complex issues, ensuring minimal disruption to daily operations.
- Maintained accurate documentation of all support requests, resolutions, and follow-up actions, contributing to a well-organized IT department.
- Improved end-user satisfaction by providing timely and efficient L1 desktop support for technical issues.
- Supported remote users through remote desktop connections to resolve issues and provide guidance on software usage.
- Ensured compliance with company IT policies by monitoring usage patterns and recommending corrective actions when necessary.
Education
Sablan Central School
Sablan, Benguet, Philippines01.2012
undefined
Sablan National High School-Main
Sablan, Benguet, Philippines01.2018
Bachelor of Science - Information Technology
University of Baguio
Baguio City, Benguet, Philippines01.2023
Skills
- Software installation
- HelpDesk support
- Information security
- Incident management
- Remote support
- IT documentation
- System configuration
- Hardware maintenance
- User training
- Cybersecurity practices
- Issue resolution
- Hardware installations
- Information tracking
- Resource management
- Workstation configuration
- Proficient with English
- Teamwork and collaboration
- Multitasking Abilities
- Active listening
- Excellent communication
- End user support
- Technical troubleshooting
- Microsoft windows and office
Language
English
Filipino
Timeline
Level 1 Helpdesk Agent
ThoughtFocus
11.2024 - Current
Infrastructure Administrator
ThoughtFocus
11.2024 - Current
undefined
Sablan National High School-Main
Bachelor of Science - Information Technology
University of Baguio
I.T Assistant
The Forest Lodge at Camp John Hay
Sablan Central School
References
Mark jodan Cruz | Team Lead
+(63) 9458211709
ThoughtFocus Philippines | SM Cyberbuilding 2, Baguio, Benguet