Jennylyn Santos
Senior IT Support
Taguig City
Summary
Determined Senior IT Support with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Microsoft Business Support
Microsoft
Taguig
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
IT SUPPORT OFFICER
HL HALLS AND SONS LTD
Nelspuit
7 2021 - 3 2024
- Manage in-house datacenter, housing physical servers with multiple instances of hyper-V
- VM's with real-time mirroring to offsite DR site
- Coordinate the implementation and maintenance of cloud infrastructure and migration of relevant hardware and software to this environment
- VOIP Telephony
- Microsoft Office all versions
- Access Control Systems
- Microsoft 365 Administration
- Remote desktop technology
- Oversight for antivirus and other protection, as well as management of backups and recoveries
- Windows 8 through 11, and windows operating systems in general - including WSUS and deployment of patches/updates
- Manage the Active directory - domain policies
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Created, prepared, and delivered reports to various departments
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption
- Prepared employee schedules for maximum coverage during key hours
- Manage Azure AD and Azure AD DS
- Integration of Azure and On Premise for Hybrid Set up for EU and South African Offices
- Manage licensing including Microsoft, Sage and QX Farm ERP for South Africa Offices.
IT SUPPORT ENGINEER
TAI YUEN TEXTILE PTY LTD CO
Mooiriver
04.2014 - 05.2021
- Work as part of a proactive team of support staff responsible for delivering a high-quality, user-focused professional service
- Providing the very highest level of technical support and customer service to internal staff
- Updating and monitoring IT user accounts
- Maintenance & management of the Critical Windows based Server Environment
- Maintaining up to date Antivirus levels on all machines company wide
- Working on Active Directory accounts, configuration of Smart phones and laptops
- Managing and monitoring of backups in multiple locations
- Providing maintenance support and break-fix solutions
- Follow Documenting processes i.e
- Implementing change control procedures
- Liaising & meeting with external suppliers of IT services
- Producing reports for senior managers
- Troubleshooting technical problems and implementing solutions
- Purchasing of IT Equipment and software in line within agreed budgets
- Supporting a multi-site IT infrastructure of at least 100 employees
- Responsible for the fast and accurate troubleshooting of reported faults
- Providing technical support via helpdesk systems for a wide range of internal & external applications.
Warehouse Supervisor
Tai Yuen Textile PTY LTD CO
Mooiriver
12.2012 - 04.2014
- Supervised shipping and receiving, distribution and workplace safety.
- Supervised warehouse operations by managing employees during shifts.
- Operated warehouse material handling equipment correctly to move loads.
- Used warehouse management software to reconcile daily inventory.
- Supervised shipping and handling operations.
- Completed daily operations on time and maintained high standards of accuracy.
- Maintained high levels of accuracy in daily operations.
- Increased accuracy in order fulfillment with thorough quality control checks before shipping orders.
- Conducted regular inventory audits to identify discrepancies in stock counts while implementing corrective measures as needed.
- Maintained a clean working environment by enforcing strict cleanliness standards throughout the entire facility.
Inhouse and Warehouse Technical Support Engineer
CT Link Systems Inc
Mooiriver
04.2009 - 10.2010
- To provide second level of support (technical or application) to onshore and offshore employees on network, hardware and software concerns
- To perform ticket problems assigned by Helpdesk Specialists and update ticket for the reference / copy of end users
- To maintain and manage desktop and laptop, hardware and software audit / inventory, hardware diagnostics, workstation transfers, software applications on different projects, troubleshoot, and network connectivity (LAN)
- To report updates to Senior Network and System Administrator the status of work / progress on a project and give updates to the next shift for continues process and to provide End of Shift reports (EOS)
- To provide a weekly and monthly and annual report of the In and Out of the warehouse
- To monitor all the stocks at the warehouse
- To prepare all the documents and the stock peripherals ordered by the customer and prepare all needed for the deliveries
- Ensure the delivery will be on time
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated strong organizational and time management skills while managing multiple projects
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Identified issues, analyzed information and provided solutions to problems.
Helpdesk Support Engineer
Seven Seven Global
Libis Quezon City
11.2006 - 08.2008
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
- Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible
- Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
- Create and implement new processes to improve efficiency and customer satisfaction while reducing costs
- Documented technical issues and solutions to enable tracking history and maintain accurate logs
- Connected to computer of client using remote link to install programs and applications
- Upgraded operating systems and computer software to perform compatibility with programs
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Communicated with clients to verify roots and causes of computer problems
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices, and software to set up work stations for employees.
Education
Bachelor of Science - Computer Engineering
AMA COMPUTER UNIVERSITY
Quezon City 01.2002 - 05.2006
South African Qualifications Authority NQF Leve 7 and 8 -
Bachelor of Science in Computer Science
Johannesburg South AfricaSkills
Operations Management
Business process improvement
Organizational Development
Customer Service Management
Remote Desktop Support
System Administration
Wireless Networking
IT Asset Management
Data Backup and Recovery
Firewall Management
Server Management
Disaster Recovery Planning
VPN Configuration
Email Administration
Accomplishments
- DCSE DELL Foundation Desktop 2010 - April 2010
- DCSE DELL Foundation Portables 2010 - May 2010
- Microsoft Forefront Client and server
- Microsoft Window server 2008 certificate
- MCP in Windows XP
- MCSE on Windows server 2008
- Cisco CCNA routing and switching
- Boot Training in Compti A+ N+ Sec+
- Boot Training in Windows Server 2016
- Boot Training in Hyper - V
- Boot Training Mircorsoft Azure
Technical Profile
- Network Security
- Microsoft Windows
- Office 365 Administration
- Microsoft SQL Server
- Azure AD and AD DS
- Cloud Services
- Social media sites
- Network Configuration
- Managed Services
- Software
- Firewall (Sophos/Cisco)
Timeline
Microsoft Business Support
Microsoft
03.2024 - Current
IT SUPPORT ENGINEER
TAI YUEN TEXTILE PTY LTD CO
04.2014 - 05.2021
Warehouse Supervisor
Tai Yuen Textile PTY LTD CO
12.2012 - 04.2014
Inhouse and Warehouse Technical Support Engineer
CT Link Systems Inc
04.2009 - 10.2010
Helpdesk Support Engineer
Seven Seven Global
11.2006 - 08.2008
Bachelor of Science - Computer Engineering
AMA COMPUTER UNIVERSITY
01.2002 - 05.2006
IT SUPPORT OFFICER
HL HALLS AND SONS LTD
7 2021 - 3 2024
South African Qualifications Authority NQF Leve 7 and 8 -
Bachelor of Science in Computer Science
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