Lionel Malinao
Gen. Trias
Summary
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
19
19
years of professional experience
Work History
Service Desk Analyst
3M GSC Philippines
01.2022 - Current
- Primary responsible for performing the following tasks or activities:
- Triage, troubleshoot issues reported by corporate employees and 3rd parties for Windows 11 desktop
- Identity, Access and device management using Azure AD including Mobile device Management
- Basic troubleshooting in Citrix workspace, assigning OU and applications.
- Manages configuration in cloud printing.
- Providing security and access for Lotus Notes using Domino administrator
- Access provisioning for individual mailbox, shared mailbox and basic to advanced troubleshooting in Office365; Manages users and group licenses of O365, Exchange and Sharepoint
- Responsible in mobile device management of Intune
- Basic troubleshooting in IBM Access Client Solutions (mainframe)
- Troubleshooting network related issues AD/DNS/DHCP
- SAP Identity Management (Enrolment/Access provisioning/Account Management and GUI Configuration
- Python and VBA – functions, arrays, database connection
- Active Directory administration – enrolment, add/remove security groups, add/remove Ous
- Remote Desktop Management – Remote access troubleshooting, software installation and maintenance; SCCM and Intune for security compliance, configuration and software monitoring and updates, Patch deployment
- Basic to advance troubleshooting of ServiceNow, ITSM, JIRA, MS Remote Desktop, TeamViewer, Bomgar, AWS, Diagnostic tools HWInfo, SolarWinds
- High Severity Incident Management – Triage, identification, chasing and monitoring according to ITIL Framework
- Salesforce – User Account Management, Access provisioning and termination
Service Desk Analyst II
Crawford & Company
10.2019 - 12.2021
- Primary responsible for performing the following tasks or activities:
- Incident Management - triage, troubleshoot, resolve and when necessary, escalate IT-related issues that are reported by end-users from supported locations via phone, email, chat, online ticket.
- Request Management - monitor progress of escalated requests to other IT Support Groups and proactively chase assignees of the request to drive timely fulfillment of the request.
- Access Provisioning - review, fulfill and when necessary, escalate IT-access related requests submitted by end-users from supported locations (e.g., new hire access request, additional access request for existing end-users)
- Access Termination - review, terminate and when necessary, escalate IT-access related requests submitted by end-users from supported locations (e.g., end-user resignation or termination, access freeze for identified end-users)
- Knowledgeable with features and functionality and/or experience with the use of and troubleshooting issues on the following systems or tools: Active Directory, Office 365, PC Hardware and Software, Infrastructure Services (Server and Network), ITSM Tools
L2 Helpdesk Analyst
Optum, a United Health Group Company
03.2019 - 09.2019
- Diagnoses and troubleshoots hardware, software, printing, and network connectivity issues including LAN, WAN, VPN (remote access tools)
- Providing support for the Microsoft Office Suite, and corporate applications in a Windows 10 environment
- Actively monitors and chases high severity incidents and urgent requests to ensure they are worked on continuously until resolution.
- Provide regular updates to parties that need to be notified until high severity issue is resolved.
IT Helpdesk
XBS / ATOS (Philippines)
05.2014 - 03.2019
- Provides support to employees and their clients with their Active Directory, NT, and SSO accounts (among others), along with handling & providing administrator support for other programs / applications within the company.
- Assists in performing isolation and troubleshooting with Operating System related problems including resolving problems with some web-based applications and providing basic troubleshooting for computer hardware.
- Handles basic email configuration using Exchange server accounts, VPN troubleshooting, and managing Blackberry Enterprise accounts as well, along with email account setup for Android and Apple devices.
IT Helpdesk
ATOS Information Technologies
06.2013 - 10.2013
- Responsible for managing accounts within the Active Directory, including adding / removing user accounts into a User Group or Domain.
- Handles configuration of Exchange Server accounts, and deployment and configuration of Citrix-based applications for Remote or VPN usage.
- Provides assistance for software installation and troubleshooting, including the occasional support for BlackBerry Enterprise Activation, and common printer problems.
Team Lead
VXI Global Holdings B.V. (Philippines)
03.2010 - 04.2013
- Handles an array of tasks including, day-to-day planning, quality monitoring /auditing, problem solving, coaching, performance and behavior monitoring.
- Ensuring that the team is essentially up to date with account specific processes, in-scope troubleshooting.
- Managing each agent’s time logs making sure that there won’t be mishaps with their pay.
- Overall is responsible for managing people and their development.
IT Service Desk Analyst
J.P. Morgan Chase
10.2008 - 10.2009
- Assists employees with banking applications, including, application deployment (i.e., Lotus Notes, Lotus SameTime, etc.), configuration, troubleshooting, and data analysis, and hardware troubleshooting.
Level 3 – Network Specialist
Advanced Contact Solutions
09.2006 - 10.2008
- Company Overview: Verizon Account
- Originally support via chat for frontline agents regarding advanced troubleshooting for both DSL and PC concerns (hardware and software).
- Covers a wide range of support from advanced network troubleshooting, technician dispatch approvals, customer-escalation cases, trainee-mentors, to acting as OIC’s for the frontline teams.
- Verizon Account
Technical Support Representative
ClientLogic Philippines
12.2005 - 09.2006
- Company Overview: Dell Account
- Technical support for computer desktops, printers, and basic Windows software responsible for assisting, configuring/reconfiguring, and setting up the workstations for client usage.
- Dell Account
Education
B.S. - Information Technology
Mapua Institute of Technology
11.2005
Skills
- Remote technical support
- Incident management
- Client relationship management
- Network troubleshooting
- Ticketing systems
- Credential management
- Microsoft windows and office
Timeline
Service Desk Analyst
3M GSC Philippines
01.2022 - Current
Service Desk Analyst II
Crawford & Company
10.2019 - 12.2021
L2 Helpdesk Analyst
Optum, a United Health Group Company
03.2019 - 09.2019
IT Helpdesk
XBS / ATOS (Philippines)
05.2014 - 03.2019
IT Helpdesk
ATOS Information Technologies
06.2013 - 10.2013
Team Lead
VXI Global Holdings B.V. (Philippines)
03.2010 - 04.2013
IT Service Desk Analyst
J.P. Morgan Chase
10.2008 - 10.2009
Level 3 – Network Specialist
Advanced Contact Solutions
09.2006 - 10.2008
Technical Support Representative
ClientLogic Philippines
12.2005 - 09.2006
B.S. - Information Technology
Mapua Institute of Technology
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