James Quiambao
IT Service Desk
Angeles City
Summary
IT professional with over 3 years of experience in the IT BPO industry. Skilled in troubleshooting, maintaining, and optimizing desktop systems to ensure seamless operations. Adept at identifying and resolving technical issues promptly, enhancing system performance, and providing exceptional support to end-users. Seeking to leverage expertise in a challenging IT role to drive organizational success.
Overview
4
4
years of professional experience
Work History
Global IT Service Desk Analyst - 1YR & 6 Months
EMAPTA VERSATILE SERVICES INC
08.2022 - 01.2024
- Office 365 administration: Exchange admin, teams admin, Defender, Entra(Azure), Sharepoint
- Troubleshot networking and cloud hosting issues using WIRESHARK & TELNET
- Promptly responded to and resolved staff issues within KPI timeframes
- Implemented and regularly tested IT security systems to safeguard confidential data
- Logged service and support calls using internal company software
- Acted as primary support for core applications, providing comprehensive desk-side support
- Used Service Management systems to manage incidents and follow up requests
- Recognized, documented and escalated IT problem trends, preventing commonly occurring issues
- Performed diagnostics and troubleshooting via phone, accurately relaying instructions to staff
- Maintained internal software programmes and staff hardware
- Set up new staff with access to company software, including profile and password set up
- Online Asset Management
IT Operations - 6 Months
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 - 1 YR & 11 Months
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 04.2001 -
Skills
CONNECTWISE RMM - AUDIT (SECURITY, UPDATES THE NONCOMPLIANT MACHINE)
Office 365 Admin Center
Windows Server ; Azure AD
Windows 10,11, Linus Ubuntu, Mac OS
Intune Mobile Device Management
Multifactor Authenticator
Ticketing system: ServiceNow
Virtual Machine : Citrix
Cisco Meraki; Cisco Anyconnect VPN
Computer Hardware and Software Troubleshooting
Timeline
Global IT Service Desk Analyst - 1YR & 6 Months
EMAPTA VERSATILE SERVICES INC
08.2022 - 01.2024
IT Operations - 6 Months
Concentrix Clark
02.2022 - 07.2022
Desktop Support Engineer - 1 YR & 11 Months
SUTHERLAND GLOBAL SERVICES
01.2020 - 12.2021
Bachelor of Science - Information Technology
Holy Angel University
04.2001 -