Lemuel Lloyd Bautista
Las Pinas, Metro Manila
Summary
Experienced IT Technical Support and Field IT Engineer with over 6 years of expertise in software, hardware, and network support. Skilled in troubleshooting and resolving technical issues, providing remote assistance, and ensuring smooth operations for clients. I’m eager to expand my knowledge by learning new skills and approaches to handle challenges more effectively and contribute to the success of my team and clients.
Overview
6
6
years of professional experience
Work History
MSP IT Support Engineer (L2)
Techno Global Team (TGT)
03.2024 - Current
- Assist users with technical issues (like printer, scanner, or email problems) over the phone, then follow up by email to make sure solutions are clear and documented.
- Monitor and analyze security alerts from client networks and anti-virus systems to quickly spot and fix threats, keeping the work environment secure and stable.
- Troubleshoot firewall issues by checking settings, security logs, and connectivity to ensure smooth network access while keeping security strong.
- Keep accurate records of service requests, incidents, and resolutions in ticketing systems to ensure efficient tracking and compliance.
- Manage user access in Active Directory and control network drive or folder permissions, ensuring security and proper access.
- Administer Microsoft 365 apps and Admin Center, including creating user accounts, managing licenses, and troubleshooting to improve cloud-based tools and productivity.
MSP IT Support Engineer (L1)
REST Solution
11.2022 - 02.2024
- Keep clients informed about the progress of their support requests and provide regular updates until the issue is resolved.
- Provide technical assistance and troubleshooting support to clients on various hardware peripherals, network connections, and external software issues.
- Create and maintain tickets in our ticketing system to track client issues and requests.
- Prioritize and escalate tickets to level 2 support team members when necessary for further investigation or referral to third parties.
- Maintain accurate and up-to-date documentation of all hardware and software assets in our inventory.
- Onboard new assets, ensuring they are properly documented and added to our inventory.
- Assign and manage organizational units in Active Directory and Kaspersky Antivirus to ensure proper access control and security measures.
- Configure and manage user and group policies in Active Directory to ensure proper permissions and restrictions.
- Monitor daily backup reports from Kaspersky Antivirus and Druva Phoenix to ensure all backups are running properly and data is being backed up correctly.
- Troubleshoot and resolve any issues that arise with the backup process.
- Restore files from Druva Phoenix backups as requested by clients, ensuring that restored files are properly verified and validated.
- Monitor SOC (Security Operation Center) alerts to detect and respond to security incidents.
- Access servers or virtual machines as needed to investigate and resolve security incidents or server downtime.
- Take countermeasures against phishing and spam emails received by clients.
- Educate clients on how to identify and avoid phishing and spam emails.
- Implement and manage spam filters and other security measures to protect against phishing and spam emails.
- Respond to and resolve any security incidents related to phishing or spam emails.
Technical Support Engineer
Datalogic Systems Corporation
05.2019 - 12.2022
- Assist clients with general support for hardware peripherals, network connections, and external software within our scope of work.
- Create internal tickets and escalate help desk tickets to level 2 for further investigation or referral to third parties, if needed.
- Replace hardware peripherals and parts when required.
- Install and configure computer hardware, operating systems, and software applications.
- Have sufficient knowledge to access clients' PCs through remote software (AnyDesk, TeamViewer, BeyondTrust) for further assistance, if requested.
- Perform SQL database backup and restoration using SQL Server Management Studio and connect the server system to a client system using Open Database Connectivity.
- Troubleshoot system and network problems, providing proper diagnosis and resolution, whether it’s a hardware or software issue.
- Communicate via email with business partners for issue reporting and regularly check emails for any outstanding tickets that may need urgent attention.
- Collaborate with team members to brainstorm ideas for possible causes or resolutions of issues.
- Document problems and issues encountered for future reference, in case the same issue arises again.
Education
Bachelor of Science - Information Technology
Alabang Northgate Informatics College
Muntinlupa01-2019
Skills
- Remote desktop support
- Network troubleshooting
- Help desk support
- IT asset management
- Software installation
- IT documentation
- Data backup and recovery
- Application support
- VPN configuration
- Email administration
- Hardware diagnostics
- System administration
- IT compliance
- Information security
- Active directory
Languages
English
Filipino
Timeline
MSP IT Support Engineer (L2)
Techno Global Team (TGT)
03.2024 - Current
MSP IT Support Engineer (L1)
REST Solution
11.2022 - 02.2024
Technical Support Engineer
Datalogic Systems Corporation
05.2019 - 12.2022
Bachelor of Science - Information Technology
Alabang Northgate Informatics College
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