Hanakko Estacio
TAGUIG CITY,Philippines/ NCR
Summary
Reliable IT Support Engineer with strong background in troubleshooting hardware, software, and network issues. Proven track record of resolving complex technical problems and providing exceptional customer service, ensuring minimal downtime. Skilled in managing IT infrastructure, implementing security protocols, and conducting user training to enhance productivity. Delivers practical solutions to meet business needs, contributing to operational efficiency and system reliability.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
IT Support Engineer
Coronis Health Philippines
Pasig City
01.2024 - 05.2026
- Managed installation, configuration, and maintenance of computer hardware, software, and networks in a corporate environment.
- Installed new hardware and software to meet system specifications and user needs.
- Provided technical support on company applications and IT solutions through phone, live chat and email.
- Set up new workstations for users with proper cables, equipment and software.
- Diagnosed and resolved complex network problems.
- Updated and maintained IT documentation, including user manuals and technical guides, for easy reference.
- Monitored computer system performance and intervened in identified problems.
- Backed up servers regularly to reduce data loss.
- Provided first-line support to users, diagnosing issues and offering timely solutions to minimise downtime.
- Configured networks to meet performance requirements.
- Maintained hardware and software for networks and assisted in installation and upgrade of servers.
- Identified system performance issues, providing swift remedial action.
- Updated software for new functionality and improved security.
- Followed user guides and technical manuals to complete skilled repairs.
IT Operations Support
KKG Security Philippines
Taguig City
09.2023 - 11.2023
- Collaborated with team members to exceed target results.
- Resolved complaints through calm communication and effective problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Executed service tasks efficiently to ensure targets were met.
- Engaged with customers to better understand needs and deliver excellent service.
IT Specialist
Antrak Logistics PH, Inc.
Paranaque City
02.2023 - 07.2023
- Provided expert technical support, resolving complex issues to minimise downtime.
- Maintained and repaired peripheral equipment for laptops and desktops, ensuring operational reliability.
- Managed IT inventory, tracking hardware and software assets for compliance and budget management.
- Documented IT procedures and system configurations to promote consistency and facilitate knowledge sharing.
- Administered user accounts, permissions, and access rights, maintaining system security.
IT Service Specialist
HCL technologies PH, Inc. deployed BP – Castrol PH
Makati City
08.2019 - 11.2022
- Resolved service user requests within specified timeframes, enhancing user satisfaction.
- Installed new hardware and software, ensuring alignment with system specifications and user requirements.
- Updated software for new functionality and improved security.
- Monitored computer system performance, proactively addressing issues to maintain operational efficiency.
- Set up new workstations for users with proper cables, equipment and software.
Onsite Support Engineer
Stefanini Philippines, Inc. deployed PMI
Taguig City
01.2019 - 07.2019
- Maintained clean, safe working environments to eliminate accident risks.
- Engaged with customers to understand needs and deliver tailored service.
- Identified issues, analysed information and provided solutions to problems.
- Resolved customer queries using effective communication and clear, step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Prepared various written communications and reports to ensure clarity and consistency.
IT Desktop Support
Phil-Data Business System Inc.
Pasay City
10.2017 - 01.2019
- Executed system deployments for Central Bank of the Philippines and Cebu Pacific Inc., ensuring timely and efficient implementation.
- · Assumes ownership of functional escalations from Service Desk, Shift Lead, and other Incident Assignees.
- · Communicated incidents accurately and concisely according to the agreed intervals.
- · Expeditiously diagnoses and resolves incidents as agreed on the level of services for Phildata, JMD and ITECH, that is within SLA targets of CEB ISD.
- · Adhere to processes and procedures as outlined in the SOP.
- · Promptly escalates to Level 3 as per the Sop or as advised by the Dispatcher or shift lead.
- · Communication to the stakeholders as per the SOP.
- Executed activities assigned by the Desktop Support Lead.
Workstation Support
Staff Alliance, Inc. deployed at BDO Unibank, Inc
Makati City
04.2015 - 09.2015
- Strengthened working relationships through active participation in team-building activities.
- Supported team by assuming additional responsibilities during projects to ensure timely completion.
- Addressed customer concerns and escalated critical issues to supervisor for prompt resolution.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
IT Personnel
ANSON’S @ HOME
Pasig City
05.2013 - 03.2015
- Troubleshot and facilitated repairs of defective IT equipment to restore functionality and minimise downtime.
- Conducted POS diagnostics, resolved technical issues and provided assistance to enhance system reliability.
- Conducted PCOUNT, updated hardware records and escalated issues to ensure timely resolution.
- Searched, collected, and backed up data files using SQL in the database system.
Education
Bachelor of Science - Information Technology
Pateros Technological College
Pateros Philippines01-2013
Certificate of Higher Education - Certificate of Office Management
Polytechnic University of the Philippines
Taguig City Philippines01-2008
Skills
- Troubleshooting
- Network troubleshooting
- Desktop support
- User account administration
- Active Directory
- IT service ticketing systems
- Office 365
- Software installation
- Software upgrades
- Application installations
- System configurations
- Hardware maintenance
- Hardware upgrades
- IT asset management
- Remote customer support
- Active Directory
Languages
English
Intermediate
B1
Certification
- Certification of Attendance ITIL v3 Foundation Training
- Certification of Achievement Microsoft Windows 10
- Certification of Achievement DCSE Foundation 2013 Ruggedized (Cert. ID: 3117)
- Certification of Achievement DCSE Customer Induced Damage (Cert. ID: 3053)
- Certification of Achievement DCSE Foundation 2013 Alienware (Cert. ID 3115)
- AWS Educate Machine Learning Foundations - Training Badge
- AWS Educate Introduction to Generative AI - Training Badge
- AWS Educate Introduction to Cloud 101 - Training Badge
- AWS Educate Getting Started with Storage - Training Badge
- AWS Educate Getting Started with Serverless - Training Badge
- AWS Educate Getting Started with Security - Training Badge
- AWS Educate Getting Started with Networking - Training Badge
- AWS Educate Getting Started with Databases - Training Badge
- AWS Educate Getting Started with Compute - Training Badge
- AWS Educate Getting Started with Cloud Ops - Training Badge
Timeline
IT Support Engineer
Coronis Health Philippines
01.2024 - 05.2026
IT Operations Support
KKG Security Philippines
09.2023 - 11.2023
IT Specialist
Antrak Logistics PH, Inc.
02.2023 - 07.2023
IT Service Specialist
HCL technologies PH, Inc. deployed BP – Castrol PH
08.2019 - 11.2022
Onsite Support Engineer
Stefanini Philippines, Inc. deployed PMI
01.2019 - 07.2019
IT Desktop Support
Phil-Data Business System Inc.
10.2017 - 01.2019
Workstation Support
Staff Alliance, Inc. deployed at BDO Unibank, Inc
04.2015 - 09.2015
IT Personnel
ANSON’S @ HOME
05.2013 - 03.2015
Bachelor of Science - Information Technology
Pateros Technological College
Certificate of Higher Education - Certificate of Office Management
Polytechnic University of the Philippines