Joshua Diaz
San Pedro Laguna,LAG
Summary
Dedicated IT Support professional with a strong track record of providing exceptional technical support across a wide range of systems and platforms. Skilled in managing Office 365, Active Directory, softphone systems, networking, cloud services, and hardware troubleshooting. Experienced in supporting SaaS applications and resolving complex API errors, ensuring seamless integration and functionality for end users. Known for delivering outstanding customer service with a proactive, solution-focused approach. Recently completed training in cybersecurity, enhancing my ability to address security concerns and protect organizational assets. Committed to continuous learning and improving IT solutions to meet evolving business needs
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCLTech
Philippines
06.2024 - 09.2025
- Multi-Factor Authentication (MFA) – Microsoft Authenticator, YubiKey
- VPN & Secure Access – Cisco AnyConnect, Zscaler
- Cloud Storage Support – CTERA Drive
- Data Protection & Backup – BART, BitLocker Encryption
- Microsoft 365 Administration – Outlook Permissions, Shared Mailboxes, OneDrive, Teams
- Operating Systems – Windows 10 & 11 Support
- Communication Tools – Cisco Jabber, Hardphones, Queue Manager, Hercules
- Service Management – Incident & Request Handling in ServiceNow
- Provisioning & Access Management – Onboarding/Offboarding, Role-Based Access
- Network & Security Support – Basic Troubleshooting, Endpoint Protection
- Peripheral Support – Printers, Scanners, Device Replacement
- Remote Classroom & User Monitoring – Impero
- End-User Support & Troubleshooting – Hardware, Software, Mobile, and Connectivity Issues
- Proficiency in using CRM software, email, and chat platforms - CRM (Salesforce)
- API Error Troubleshooting
- Technical Documentation & SLA Compliance
- Customer-Focused Support – Empathetic Communication, FCR, and Timely Resolution
Help Desk Technician
Stefanini North America and APAC
Pasay, National Capital Region, Philippines
12.2023 - 06.2024
- Tier 1 & Tier 2 Help Desk Support
- Okta Administration (SSO, MFA, Lifecycle Mgmt)
- Microsoft 365 (Exchange Online, Teams, SharePoint)
- Banner(Student/HR modules)
- CRM Platforms (Access, Workflow, User Support)
- ServiceNow ITSM (Ticketing, Escalation, Documentation)
- Active Directory, Group Policy
- User Onboarding & Access Control
- Classroom & Simulation Lab Tech Support
- API error troubleshooting
- Windows & macOS Device Support
- Knowledge Base & SOP Documentation
- Customer-Focused Troubleshooting & Support
Technical Support Specialist
WNS Global Services
Philippines
11.2021 - 11.2023
- Booking System Troubleshooting (Website, App, Kiosk)
- Customer Profile & Account Recovery
- Mobile App and E-Ticket Support
- CRM & Call Center Platforms (e.g., Salesforce, Avaya, NICE)
- API error Troubleshooring
- GDS Support (Amadeus, Sabre basics)
- Multi-Channel Support: Phone, Chat, Email
- Ticketing & Escalation Procedures
- Remote Assistance Tools (TeamViewer, LogMeIn)
- Security & Identity Verification (PII Compliance)
- SLA-Driven Support & Performance Metrics
Education
Computer system design and program
ACLC College
05.2015
Certification
- CompTIA Network+ (N10-008) Cert Prep: 1 Understanding Networks
- CompTIA A+ Core 1 (220-1101) Cert Prep: 3 Core Hardware
- CompTIA Cybersecurity Analyst+: Network Security Concepts
- Certified in Cybersecurity (CC): Security Governance, Policies, & Controls
- CCSP 2022: Cloud Data Security
Timeline
Senior Analyst
HCLTech
06.2024 - 09.2025
Help Desk Technician
Stefanini North America and APAC
12.2023 - 06.2024
Technical Support Specialist
WNS Global Services
11.2021 - 11.2023
Computer system design and program
ACLC College