Kleofas Kyle Mag-asin
Talisay City
Summary
Technology-inclined professional with strong troubleshooting capability and customer-oriented attitude. Extensive experience in providing network and software,hardware support to users, as well as developing and implementing technical solutions. Skilled at analyzing system performance and security for optimal user experience.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Netrix Global
05.2024 - Current
- Managed Service Provider. Handled 35 Clients.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution. Well versed in ServiceNow, Footprints, Jira.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Well-versed in M365/Cloud Administration or Hybrid Environment. This includes troubleshooting O365 Apps.
- Active Directory and Windows Server Administration.
- User Access Management (Shared Drives, System Access, Conditional Access). Onboarding/Offboarding.
- Able to troubleshoot network related issues like VPNs, unable to connect to WIFI.
- Software Installation and troubleshooting depending on client's profile.
- Customer service driven by providing excellent quality while not compromising business needs.
- Maintaining above SLA when responding to emails/calls
IT Helpdesk Support & Salesforce Administrator
OfficePartners360
05.2022 - 08.2023
- Dedicated IT Helpdesk. Manages users in the entire company. This includes our offshore people (different departments in OP360)
- Salesforce Administrator- Well-versed in Analyzing and debugging back-end data , workflows, field and relationships, SMS360, Reports including Excel files and functions. This includes generating reports from Salesforce and preparing it for dataload ( bulk load )
- Maintaining Salesforce functionality, including user management (setting up dashboards), security, and sharing settings, workflows, reports, and dashboards to ensure the smooth operation of the system and its integrations
- It includes our 3rd party apps DocuSign and Docrio
- Works collaboratively with other developers, architects, and project managers to ensure the timely delivery of high-quality solutions that meet business needs and drive value
- Well-versed in VMWare Virtualization, ServiceNow and Active Directory
- Migration - Migrating On-Prem users to Exchange Online
- User Access Management (Map Network Folders, Editing accesses)
- Installing Software, Applications depending on client's needs
- Specializes in troubleshooting O365 Applications, Login issues, Hardware and network devices
- Setting up and troubleshooting Printers and scanners
- Proficient in using VMWare Administration
- Provisions and sets up cisco phones for client's needs
- Able to do PowerShell scripting
- People Management - was able to do training and audits for co-workers
- Customer service driven by providing excellent quality while not compromising business needs.
- Well-versed with Dameware, Anydesk, Quick Assist, LogMeIn
Network Operations Associate
Accenture Inc.
04.2020 - 04.2022
- Multi-skilled as Service Desk and VOIP Engineer
- Well-versed in troubleshooting network related issues: network down, trunk lines, switches and cisco phones
- Analyzed root causes of reported, escalated and reoccurring network problems
- Drives tickets to resolution and properly escalate them to correct departments.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
Education
Bachelor Of Science in Information Technology -
University of Cebu Main Campus
Bachelor of Science in Information Technology -
AMA Computer College
Bachelor of Science in Physical Therapy -
Cebu Doctors University
Bachelor of Science in Physical Therapy -
Velez College
Skills
- Critical Thinking
- Microsoft 365 Applications & Administration
- VMWare Administration
- Agile and Reliable
- Resourceful
- Versatile
- Communication Skills
- Experienced with digital tools
- Data migration
- Salesforce Administrator
- Adherence to quality standards
- Effective issue resolution
Hobbies and Interests
- PC Building
- Web and Application Development
- Streaming
- Music
- Travel
- Movies
- Pets
References
- Mellinia Soco, 09212202265, mellysoco16@gmail.com, AMCS
- Carmielle DeGuzman, 09165651987, carmiedg@gmail.com, Geidi IT Services
- Charo Dumapig, 09664120263, dumapig.charojhien@gmail.com, GoTeam Cebu
- Emary Navarez, 09473583980, emary.navarez@accenture.com, Accenture
Timeline
Service Desk Analyst
Netrix Global
05.2024 - Current
IT Helpdesk Support & Salesforce Administrator
OfficePartners360
05.2022 - 08.2023
Network Operations Associate
Accenture Inc.
04.2020 - 04.2022
Bachelor of Science in Information Technology -
AMA Computer College
Bachelor of Science in Physical Therapy -
Cebu Doctors University
Bachelor of Science in Physical Therapy -
Velez College
Bachelor Of Science in Information Technology -
University of Cebu Main Campus
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