John Benedick Balquiedra
Paete
Summary
IT professional with extensive experience, excelling in hardware and software troubleshooting. Proven ability to enhance user onboarding and streamline account management processes. Skilled in VPN and system administration, with a strong commitment to collaboration and effective problem-solving. Recognized for delivering timely resolutions and improving user satisfaction.
Overview
7
7
years of professional experience
Work History
Senior IT Specialist
Foundever
Pasig
07.2021 - Current
- Provided support for On-Boarding process of new hired employees.
- Processed account creation and modified the account to respective clients.
- Guided the user from PC setup, VPN connection and access some of the tools.
- Led troubleshooting to resolve the hardware and software.
- Ticket creation for all interactions to the user about the issue and provided ticket for reference.
- Collaborate with other IT team for additional troubleshooting and recommendation.
- Remote the PC for further troubleshooting and configuration by the used of Admin access.
IT Service Desk Analyst
Sitel Philippines
Quezon City
06.2020 - 07.2021
- Provided technical assistance to customers via telephone, chat and email, troubleshooting hardware and software issues.
- Assisted users with account setup and password resets promptly.
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs.
- Maintained end-user records in ticketing system, documenting all troubleshooting and resolution to the issue.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
IT Help Desk Technician
Sitel Philippines
Quezon City
01.2020 - 03.2020
- Provided technical support for software and hardware issues to end-users.
- Documented troubleshooting steps and solutions in the ticket base on the knowledge base.
- Handled end-user issues by providing guidance or escalating for advanced support.
Technical Support Associate
Results Inc.
Pasig City
12.2018 - 11.2019
- Provided technical support to customers by identifying causes of problems, researching and providing resolutions.
- Documented support interactions in the ticketing system for future reference.
- Collaborated with team members to resolve complex technical problems efficiently.
- Scheduled field technician to the area to check or setup the network requested by the customers.
- Escalated unresolved issues to senior staff for further investigation and resolution.
Education
Associate of Science - Information Technology
Laguna State Polytechnic University
SiniloanBachelor of Science - Information Technology
Laguna State Polytechnic University
PaeteSkills
- System Admin
- VPN
- Hardware and software troubleshooting
- Citrix
- VMware
- Basic networking
- DUO security
- Active Directory
Timeline
Senior IT Specialist
Foundever
07.2021 - Current
IT Service Desk Analyst
Sitel Philippines
06.2020 - 07.2021
IT Help Desk Technician
Sitel Philippines
01.2020 - 03.2020
Technical Support Associate
Results Inc.
12.2018 - 11.2019
Associate of Science - Information Technology
Laguna State Polytechnic University
Bachelor of Science - Information Technology
Laguna State Polytechnic University