Kenneth Francis Guiyab
Santa Rosa
Summary
Experienced IT professional with a strong background in technical support and customer service. Ready to elevate service desk operations, demonstrating expertise in troubleshooting and resolving intricate IT issues for smooth workflow and minimal disruptions. Committed to fostering team collaboration and driving tangible outcomes, while remaining adaptable to evolving challenges and requirements. Possesses exceptional problem-solving abilities and a user-centric approach, dedicated to delivering optimal solutions.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Systems Engineer
Cognizant Technology Solutions, Inc.
07.2022 - Current
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Developed knowledge base articles for common issues, enabling faster resolutions for end users.
- Completed software updates and assessed security patches for optimized computer use.
- Evaluated new tools and technologies for possible integration into existing infrastructure environments.
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Actively sought feedback from end-users to identify areas for improvement in the service desk function.
Desktop Support Engineer - Cognizant
Phil-Data Business Systems, Inc.
09.2018 - 06.2022
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Patched software and installed new versions to eliminate security problems and protect data.
IT Helpdesk - Globe
Information Professionals Inc.
02.2018 - 07.2018
- Reduced downtime for clients by rapidly identifying and addressing network connectivity issues.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Implementation Engineer - Coca Cola
Strategic Networks Inc.
07.2017 - 11.2017
- Implementing KOFmmercial Digital Platform (KDP).
- Providing Technical assistance to Pre-seller's for using KDP.
- Monitoring and Maintaining of R40 application and KDP Handheld.
- Troubleshooting of R40 application, KDP Handheld and PB21, PB31 Printers.
- Identified issues and initiated processes to keep projects on track.
- Performed various tests on processes and prepared documents.
Implementation Engineer - Coca Cola
ActionLabs I.T Service Phil. Corp.
07.2016 - 09.2016
- Maintaining MDSD Operation
- Clean Boot and Troubleshooting of Handheld Device
- Troubleshooting PB42 Printers and Quad Dock Station
- Troubleshooting MDSD Application
- Implementing and Installing Movilizer Application (New Version of MDSD)
- Installing of Wireless Printer on Handheld Device
- Conduct Training for Movilizer Application
IT Staff
Independent Telephone Company
- Installed software, modified and repaired hardware and resolved technical issues
- Provided base level IT support to non-technical personnel within the company
- Managed call flow and responded to technical support needs of customers
- Logging and keeping daily report records of customer/employee queries
- Working with field engineers to visit customers/employees if the problem is more serious
- Installing and Configuring Routers to access internet connection
- Monitoring and maintaining of internet connection
- Using Ticketing System to deal with any issues/incidents
Education
Bachelor of Science - Information Technology
University of Perpetual Help System
04.2016
Skills
- Service-now Ticketing
- Desktop Support (Onsite & Remote)
- Technical issues analysis
- Network diagnostics
- Windows Operating System (7/8/10)
- Documentation skills
- Hardware and software installation
- Active Directory
- Application support
- Application installations
- Hardware diagnostics
Certification
Microsoft Technology Associate: Networking Fundamentals, 03/01/16, 74 out of 100
Accomplishments
- Best in Capstone Project, 2015 - 2016
- Dean's Lister, 2015 - 2016
Languages
English
Filipino
Hobbies and Interests
- Sports
- Gaming
- Travel
- Watching anime
Timeline
Systems Engineer
Cognizant Technology Solutions, Inc.
07.2022 - Current
Desktop Support Engineer - Cognizant
Phil-Data Business Systems, Inc.
09.2018 - 06.2022
IT Helpdesk - Globe
Information Professionals Inc.
02.2018 - 07.2018
Implementation Engineer - Coca Cola
Strategic Networks Inc.
07.2017 - 11.2017
Implementation Engineer - Coca Cola
ActionLabs I.T Service Phil. Corp.
07.2016 - 09.2016
IT Staff
Independent Telephone Company
Bachelor of Science - Information Technology
University of Perpetual Help System
Similar Profiles
PRAKASH NARAYANA VIGNESH BPRAKASH NARAYANA VIGNESH B
Business Analyst- Technical Lead at Cognizant technology SolutionsBusiness Analyst- Technical Lead at Cognizant technology Solutions
Raja RathinamadasamyRaja Rathinamadasamy
QA Manager at Cognizant Technology SolutionsQA Manager at Cognizant Technology Solutions
Josephine Arockiya Rani SJosephine Arockiya Rani S
Technical Lead -AWS at Cognizant Technology Solutions, CTSTechnical Lead -AWS at Cognizant Technology Solutions, CTS