Summary
Overview
Work History
Skills
Timeline
Generic
JAMES KENNETH DELA CRUZ

JAMES KENNETH DELA CRUZ

Senior IT Support Specialist
Bacoor, Cavite

Summary

Dedicated IT Support Specialist with over a decade of experience in technical support, IT infrastructure management, and incident resolution. Proven expertise in VIP support, network administration, and system troubleshooting. Strong skills in IT asset management, project execution, and training. Adept at resolving technical issues efficiently while delivering excellent customer service.

Overview

11
11
years of professional experience

Work History

IT Deskside Support Specialist

Optimum Info Solutions, Philippines, Inc.
BGC, Taguig City
01.2022 - 12.2024
  • Deployed to Coca-Cola Far East Limited - Technology Infrastructure
  • Resolved technical issues related to hardware, software, and network connectivity, improving customer satisfaction by 20%.
  • Managed IT assets and user accounts, including MDM/MMD enrollment and troubleshooting for APAC region.
  • Supported on-site, online, and hybrid events (e.g., Town Halls, Webinars, Workshops) and maintained IT asset inventory.
  • Awarded TECHIE: Plug & Play Award for reliable IT Support (2023).

Incident Management and Analysis

GENPACT Services, LLC
Muntinlupa City
09.2019 - 12.2021
  • Resolved ageing incidents for Coca-Cola global employees, collaborating with resolver groups and Service Desk agents.
  • Conducted audits and coached team members, reducing incident resolution time by 15% through process improvements.
  • Served as an escalation point for complex issues, applying advanced problem-solving techniques and root cause analysis.

IT Service Desk Level 2

GENPACT Services, LLC
Muntinlupa City
04.2014 - 08.2019
  • Provided second-level support for software, network, and hardware issues, including VPN, Active Directory, and mobile devices.
  • Documented issues and generated reports in ServiceNow, improving IT service desk efficiency by streamlining ticketing processes.
  • Trained new team members and enhanced customer satisfaction through prompt, accurate troubleshooting.

Skills

Technical: Windows OS, Microsoft 365, Microsoft Intune, Microsoft PowerBI, Microsoft Power Apps, Microsoft Entra ID

undefined

Timeline

IT Deskside Support Specialist

Optimum Info Solutions, Philippines, Inc.
01.2022 - 12.2024

Incident Management and Analysis

GENPACT Services, LLC
09.2019 - 12.2021

IT Service Desk Level 2

GENPACT Services, LLC
04.2014 - 08.2019

Similar Profiles

CREATE PROFILE
JAMES KENNETH DELA CRUZSenior IT Support Specialist