Leo Mark A. Vista
Information Technology Service Desk Analyst
Bulacan
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work History
OneLogin Administrator
TELUS International
Quezon City
01.2022 - Current
- Creating, updating, deleting OneLogin account.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
G Suite Administrator
TELUS International
Quezon City
01.2022 - Current
- Creating distribution list group of email in Google suite and adding and removing Members in distribution list
- Creating, updating, deleting Google suite profile account
- Align Organizational Unit.
Global Wallet
TELUS International
Quezon City
01.2022 - Current
- Checking created profile 6 days ahead from the present day
- Resolving the red mark error inside the Google wallet
- Updating the changes and resolution in red mark error.
ADManager
TELUS International
Quezon City
01.2022 - Current
- Create user profile for windows login access
- Updating personal information (Name, Last Name, Email, Account that they are supporting.) Adding Security Group & alignment of Organizational Unit.
IT Technical Helpdesk Engineer
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Creating/receiving ticket concerns from users and timely providing resolution
- Escalate concerns accordingly based on proper escalation matrix
- Managing user's email concerns and requests
- Application installation
- Manages SAP, Microsoft Office/Outlook 360, Active Directory, Remote Unit, RSA VPN Token, Coca-Cola Web Applications, Computer Hardware, Printer Installation.
PLDT Customer Support Helpdesk Agent
CuroTeknika Inc. (Subsidiary of ePLDT)
Manila
12.2015 - 06.2016
- Managed accounts if active using PLDT applications
- Receiving calls of PLDT client's concerns and assisting them for basic troubleshooting through telephone
- Creating ticket reports and sending to PLDT Central Office
- Advising PLDT clients about latest status of ongoing restoration to their concerns
- Timely manages follow-ups according to standard PLDT escalation process.
Student Intern
Brewedlabs Inc.
Makati City
10.2014 - 12.2014
- Creating web for Employee App
- Uploading files to server using FileZilla
- Reporting progress development of ongoing web project.
- Presenting every updates & changes in wed application project.
ServiceNow
TELUS International
Quezon City
01.2022 - Current
- Follow up request ticket depends in assigned group and Creating new TASK if needed
- Updating ticket status and transfer to proper assigned group
- Resolved request ticket if ticket assigned is can be done based on proper escalation matrix
- Analyzing ticket concern and delegate on proper team who handled issues.
SAP
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Checking and analyzing Coke user concern
- SAP Configuration
- Unlocking/resetting SAP user ID
- Checking/viewing shipment and customer number
- Re-uploading customers to database
- Uploading extracted files.
Microsoft Office / Outlook Office 360
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Creating profile and configuration of outlook
- Troubleshooting
- Archiving and backup outlook OST files
- Online repair MS Office application.
Active Directory
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Unlocking/ resetting account
- Checking authorization of users.
Remote Unit
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Remote desktop connection
- Microsoft remote application
- CMRC (Control manager remote computer).
GPCS VPN (Global Protect Cloud Service)
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Installation and configuration
- Adding Portal Address.
Coca-Cola Applications
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Checking and analyzing portal error
- Checking Compatibility Web browser for application
- Add/ Remove to compatibility setting
- Isolate and restore default exceptions settings.
Computer / Unit Hardware (Onsite / Thru Phone Call)
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Checking possible display error in unit
- Checking defective hardware such as keyboard, mouse, monitor
- Checking if unit is subject for replacement or upgrading of HDD or RAM.
Printer Installation (Onsite / Thru Phone Call)
Strategic Networks Inc.
Quezon City
01.2017 - 01.2022
- Checking for printer problem
- Isolation of printer configuration
- Checking printer if personal, network printer
- Adding printer thru server or manual installation (TCP/IP local network).
IT Tier 1 Operations - Service Desk Analyst
TELUS International
Quezon City
01.2022 - Current
- Receiving calls taking up different concerns such as unlocking, resetting of password, hardware and software issues, Multiple incident, Outage concerns and absenteeism
- Creating/receiving ticket concerns from users and timely providing resolution
- Escalate concerns accordingly based on proper escalation matrix
- Updating username and email in Workday
- On/Off boarding (back office weekly schedule assignment.)
Education
Bachelor of Science in Information Technology -
ACLC BALIUAG
B. Aquino Avenue Poblacion, Baliuag, Bulacan Bache 01.2011 - 01.2015
Consumer Electronics Service & Cellphone Repairing -
UNIVERSAL INSTITUTE OF SCIENCE AND TECHNOLOGY
B. Aquino Avenue Poblacion, Baliuag, Bulacan Consu 10.2006 - 02.2007
Senior High -
MARIANO PONCE NATIONAL HIGH SCHOOL
B. Aquino Ave Bagong Nayon, Baliuag, Bulacan 01.2001 - 01.2005
ELEMENTARY SCHOOL -
SAN JOSE ELEMENTARY SCHOOL
J.P. Rizal St, Baliuag, Bulacan 01.1995 - 01.2001
Skills
Able to troubleshoot system unit, fix System Unit
Proficient to SAP & Microsoft Outlook Office / OWA
Proficient to Google WorkspaceQuick learner, dependable, team player, willing to learn new things
Excellent attention to detailsStrong English written & verbal skills
Ability to work under pressure with minimal supervisionWell-trained in giving good customer serviceValue-oriented individual and walking as a living testimony, truly God’s humble servantCustomer Service
Flexible and Adaptable
Organization and Time Management
Calm Under Pressure
Friendly, Positive Attitude
Certification
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Custom
To obtain a suitable IT-related position that will utilize my college degree and give me an opportunity to apply the knowledge that I have gained from work experiences and enhanced new knowledge and learning experience essential to my career growth and advancement.
Custom
- HUMAN IMMUNODEFICIENCY VIRUS (HIV), HIV prevention and Drug Addiction – Seminar, ACLC BALIUAG, 03/12/13
- Youth for Information Technology (Y4IT), 11th Philippines Youth Congress on I.T., SMX Convention Center, Pasay City, 09/19/13
- IT Troubleshooting Skills Training (Udemy Portal) 08/26/2022
- The Art of communications - Become A Master communicator (Udemy Portal) 09/24/2022
- IT Support Technical Skills Bootcamp (Udemy Portal) 12/06/2023
Custom
LEO MARK A. VISTA
Personal Information
- Age: 35
- Height: 5’5”
- Weight: 62kls.
- Date of Birth: 01/05/89
- Nationality: Filipino
- Marital Status: Single
- Religion: Born Again Christian
Custom
- Rainer Bacus, Supervisor – IT Service desk Analyst Tier 2, Biñan Laguna City, +639994639104
- Redmar Baul, Colleague – IT Service desk Analyst, Batasan Hills Quezon City, +639398164917 / +639163433458
- Allan Broz Badanoy, Mid-Technology Support Engineer, Fujitsu Philippines, +639982661296
Timeline
IT Tier 1 Operations - Service Desk Analyst
TELUS International
01.2022 - Current
OneLogin Administrator
TELUS International
01.2022 - Current
G Suite Administrator
TELUS International
01.2022 - Current
Global Wallet
TELUS International
01.2022 - Current
ADManager
TELUS International
01.2022 - Current
ServiceNow
TELUS International
01.2022 - Current
IT Technical Helpdesk Engineer
Strategic Networks Inc.
01.2017 - 01.2022
SAP
Strategic Networks Inc.
01.2017 - 01.2022
Microsoft Office / Outlook Office 360
Strategic Networks Inc.
01.2017 - 01.2022
Active Directory
Strategic Networks Inc.
01.2017 - 01.2022
Remote Unit
Strategic Networks Inc.
01.2017 - 01.2022
GPCS VPN (Global Protect Cloud Service)
Strategic Networks Inc.
01.2017 - 01.2022
Coca-Cola Applications
Strategic Networks Inc.
01.2017 - 01.2022
Computer / Unit Hardware (Onsite / Thru Phone Call)
Strategic Networks Inc.
01.2017 - 01.2022
Printer Installation (Onsite / Thru Phone Call)
Strategic Networks Inc.
01.2017 - 01.2022
PLDT Customer Support Helpdesk Agent
CuroTeknika Inc. (Subsidiary of ePLDT)
12.2015 - 06.2016
Student Intern
Brewedlabs Inc.
10.2014 - 12.2014
Bachelor of Science in Information Technology -
ACLC BALIUAG
01.2011 - 01.2015
Consumer Electronics Service & Cellphone Repairing -
UNIVERSAL INSTITUTE OF SCIENCE AND TECHNOLOGY
10.2006 - 02.2007
Senior High -
MARIANO PONCE NATIONAL HIGH SCHOOL
01.2001 - 01.2005
ELEMENTARY SCHOOL -
SAN JOSE ELEMENTARY SCHOOL
01.1995 - 01.2001