Summary

Overview

Work History

Education

Skills

Timeline

Jaime Concepcion

IT SERVICE DESK ENGINEER

Porac, Pampanga

Summary

Experienced IT support specialist skilled in the selection and setup of various technical equipment. Exceptional communication abilities contribute to knowledgeable and satisfied customers. Proficient in instructional techniques and problem-solving, minimizing apprehension regarding new technology.

Overview

years of professional experience

Work History

IT Service Desk Engineer

Peregrine Hospitality

06.2025 - Current

Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
Implemented remote support tools to quickly resolve offsite user issues, reducing the need for onsite visits.
Performed preventative maintenance tasks proactively to minimize potential disruptions in daily operations.
Optimized workflows through automation and scripting, resulting in increased productivity for both the team and endusers.
Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
Managed critical incidents effectively while coordinating resources and communication to minimize business impact.

IT Support Specialist

William Pitt Sothebys Intl

05.2024 - 07.2025

Executed documentation of IT systems processes and procedures for streamlined reference by team members.
Minimized downtime through proficient troubleshooting and prompt problem resolution.
Cultivated strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
Oversaw hardware inventory to ensure optimal resource allocation and timely replacement of outdated equipment.
Delivered remote support for off-site employees, resolving issues efficiently while maintaining job performance.
Oversaw backup and recovery of data assets to ensure system availability.
Addressed escalated issues by acting as subject matter expert on diverse topics.
Installed software, assigned permissions, and set up hardware for new employees during onboarding process.
Partnered with cross-functional teams to guarantee seamless IT support during significant company initiatives.
optimized network performance through regular maintenance checks, software updates, and hardware upgrades.
Addressed customer inquiries and delivered technical assistance via phone and in-person interactions.

Global Service Desk Analyst

EMAPTA Versatile Service Inc

08.2022 - 01.2024

Provision and manage user accounts and licenses for Office 365 services
Configure and manage Exchange Online, including setting up email domains, mailboxes and distribution lists
Administer SharePoint Online sites, libraries and permissions
Set up and manage Microsoft Teams, including creating teams, channels, and chat policies
Implement security policies, multi-factor authentication (MFA)
Providing technical support and assistance to end-users or customers via phone, email, chat, or in-person
Recording and managing incidents reported by users, ensuring that they are resolved within agreed-upon service level agreements (SLAs)
This involves accurately documenting the incident details, tracking progress, and escalating issues when necessary
Investigating and resolving recurring issues or problems to prevent future incidents
This may involve root cause analysis and collaboration with other IT teams to implement permanent solutions
Managing tickets in a help desk or service desk system, prioritizing tasks based on urgency and impact, and ensuring timely resolution of issues
Assisting in the implementation of changes to IT systems or infrastructure, including communicating changes to users, testing changes, and providing support during implementation
Assisting with the tracking, inventory, and management of IT assets such as hardware, software licenses, and peripherals.

IT Technical Support Specialist

Concentrix Clark

02.2022 - 07.2022

Documented technical issues and solutions to maintain record of pending and completed work orders
Installed malware to protect software from virus and cyber threats, protecting delicate information
Customized desktop applications to provide accessibility and simplify user needs
Troubleshot hardware and software issues to resolve bugs, minimizing work disruptions
Updated operating systems and computer software to enable compatibility with programs
Utilized ticket systems to track history of queries and resolve desktop issues, prioritizing urgent tasks.

Desktop Support Engineer

SUTHERLAND GLOBAL SERVICES

01.2020 - 12.2021

Checked deliveries of equipment and software for accuracy and gave feedback to procurement in case of inaccuracies
Prepared tests and applications for monitoring desktop performance and provided performance statistics and reports
Carried out accurate patching and repatching of LAN points, enabling reliable operational facilities
Used application management software to collect agreed performance statistics
Constructed, installed and tested customized configurations based on various platforms and operating systems
Evaluated and responded to complex or contentious operational or service delivery to minimize financial, reputational and business risks
Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding.

Education

Bachelor of Science - Information Technology

Holy Angel University - Philippines

Angeles City

11.2019

Skills

Office 365 Admin Center

Windows Server; Azure AD

Windows XP, 7, 8, 10, 11, Linux

Ubuntu, Parrot OS Mac OS

Intune Mobile Device Management

Multifactor Authenticator (MFA)

Ticketing system: ServiceNow, ZOHO, OTRS

Virtual Machine: Citrix & VMWARE HORIZON

Cisco Meraki; Cisco Any

VPN Configuration

Application support

Wireless Networking

ITIL Processes

VoIP Support

Microsoft Outlook

User credential management