Jeoffrey Manaois Tejano
Senior IT Support Specialist
Tarlac City, Province Of Tarlac
Summary
Information Technology professional with strong focus on delivering reliable and efficient technical support. Skilled in troubleshooting hardware and software issues, managing network configurations, and providing user training. Valued team player known for adaptability and consistent performance under changing conditions. Proven ability to enhance system performance and support operational success.
Overview
1
1
Language
4
4
Certifications
14
14
years of professional experience
Work History
Senior IT Support Specialist (MSP)
Catalyst Systems
12.2023 - 05.2026
- Delivers remote technical assistance to internal staff, addressing a diverse range of hardware and software challenges.
- Manages end-to-end incident lifecycles by serving as the primary point of contact for IT support requests within a ticketing framework.
- Applies ITIL best practices to effectively categorize and manage incidents, service requests, and change protocols.
- Facilitates efficient ticket escalation, ensuring complex issues are routed to specialized teams for timely resolution.
- Authored comprehensive knowledge-base articles to streamline future troubleshooting and promote user education.
Technical Support Specialist Tier 2
Sitel Philippines
11.2021 - 11.2023
- Provide technical assistance via phone call, email, chat and remote support tools.
- Create and update tickets by following SLA and triaging.
- Escalate non support concerns to proper teams.
- Dispatch an onsite technician if first call and remote support cannot resolve the concern.
- Conducts coaching to the team to ensure they are properly educated on the correct process and SOPs and improve in performance on metrics and ticket SLAs.
- Offer other services and products the client may be benefit in.
- Client: Hewlett Packard
Senior IT Support Specialist (IT Service Desk - MSP)
Al Jaber Group LLC
05.2012 - 10.2020
- Resolved a high volume of remote technical issues for internal users, maintaining consistent system uptime.
- Administered first-level IT support, leveraging ticketing systems to track and resolve team incidents. Utilized ITIL methodologies to streamline incident management and service request workflows.
- Optimized resolution times by escalating high-tier technical issues to the appropriate internal departments.
- Developed a centralized knowledge repository by documenting troubleshooting steps for recurring incidents
- Other duties as assigned
- Mussafah Industrial Complex
- Professional Accomplishments at Al Jaber Group LLC
- Designed, configured, tested and trained users on the IT portal system.
- Designed and headed the IT asset inventory system.
- Got promoted to IT service desk team lead and led a team of technicians in daily operations. Optimized resolution times by escalating high-tier technical issues to the appropriate internal departments.
- Developed a centralized knowledge repository by documenting troubleshooting steps for recurring incidents.
- Pioneered the deployment of WFH devices during the pandemic.
Education
Bachelor of Science - Electronics and Communications Engineering
AMA Computer University
Tarlac01-2014
Skills
Operating system support
Remote desktop support
Network administration
IT security management
Mobile device management
ITIL processes
Incident management
System configuration
Backup management
Data recovery
Server maintenance
Patch management
IT asset management
Servicedesk support
Wireless networking
Hardware installation
Software installation
IT documentation
Application support
Virtualization technologies
Customer service
Active listening
Verbal and written communication
Ticket management
Technical issues analysis
End-user training
Accomplishments
- RMM & Automation: Lead administrator for N-able N-central, managing over 1,500+ endpoints. Developed custom PowerShell scripts to automate routine maintenance, reducing manual ticket volume by 30%.
- Security Operations: Oversaw the global deployment of Sentinel One and Hexnode MDM across all client environments. Manage threat hunting, policy exclusions, and incident response protocols.
- Infrastructure Management: Managed full-stack Cisco Meraki dashboards (MX, MS, MR) for multi-site corporate clients, ensuring 99.9% uptime and secure inter-office connectivity.
- Project Leadership: Successfully migrated multiple clients from on-premise Exchange to Microsoft 365, including SharePoint data migration and Intune device enrollment. Provisioned VOIP phones using Hosted PBX (cloud).
- Client Consulting: Performed as a consultant and technical lead for quarterly business reviews (QBRs), providing infrastructure roadmaps and budget forecast for hardware upgrades for multiple clients.
Additional Information
Microsoft 365 Suite (Admin Center, MS Exchange, Entra Admin, Intune, Defender, Purview, Sharepoint)
Google Workspace
Operating systems support for Windows and macOS
Ncentral N-able RMM
Hexnode MDM
Cisco Meraki and Unifi Dashboard management
SentinelOne EDR
Ringlogix VOIP UCaaS
Jira Service Management
Slack
Certification
Google IT Support Certificate
Timeline
Senior IT Support Specialist (MSP)
Catalyst Systems
12.2023 - 05.2026
Technical Support Specialist Tier 2
Sitel Philippines
11.2021 - 11.2023
Senior IT Support Specialist (IT Service Desk - MSP)
Al Jaber Group LLC
05.2012 - 10.2020
Bachelor of Science - Electronics and Communications Engineering
AMA Computer University
Work from home office setup
- A powerful, custom built, desktop computer with dual monitor and 64GB ram.
- Highspeed fiber Internet connection up to 600 Mbps.
- A UPS connected to a backup power using an offgrid solar setup and 200Ah lifepo4 batteries. (home brewed)
- Two (2) backup laptops on standby.
- A VOIP phone handset. (if required)
- Noise cancelling headset.
- A quiet home-office setup.
- Elevated home location and not prone to flooding.