VERLISA MALABANAN
IT Support Analyst
Santo Tomas
Summary
Dedicated IT support Engineer with a passion for providing seamless technical assistance and solving complex problems. With a solid foundation in hardware and software troubleshooting, along with exceptional communication and interpersonal skills, aim to deliver top-notch technical support to end-users, ensuring minimal disruption to their workflow. Committed to staying up-to-date with the latest technologies and trends, strive to proactively identify opportunities for process improvement and system optimization. Seeking a challenging position where to leverage the technical expertise and passion for customer satisfaction to contribute to the success of an organization.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Technology Support Analyst
Silent Quadrant
09.2023 - 04.2024
- Maintained strict adherence to data privacy regulations while providing top-notch support services.
- Developed comprehensive documentation of IT procedures, facilitating efficient knowledge transfer among team members.
- Managed inventory of technology assets, maintaining accurate records and reducing unnecessary expenditures.
- Enhanced user satisfaction by efficiently troubleshooting and resolving complex technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored network hardware operations to evaluate proper configuration.
- Monitor Security risks on devices
- Implemented software upgrades and patches, minimizing security vulnerabilities and improving overall system performance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
M365 Specialist
Rhipe
01.2023 - 07.2023
- Pre-process Request from email/call/ticket
- Microsoft 365 business support
- Exchange support
- Sharepoint support
- Teams support
- Onedrive support
- M365 Billing issues
- Migration from other services to m365 or vice versa
- Office Apps support
- Powershell Scripting
- Domain setup in Admin center
- Interpreted clients' needs and introduced services to fit specific requirements
Level 1 IT Engineer
Technology Elite, Pampanga
08.2022 - 12.2022
- Pre-process Request from email/call/Ticket using Gorelo
- Monitoring of assets
- Microsoft 365 utilization
- Google Workspace utilization
- Active Directory and groups
- NTFS and sharing
- Managing Users - Creation and deletion
- Migration of user and it's data
- Setting up new machines
- Window server and Active Directory
- Firewall experience
- Managing security of Data and Internet of the devices
- Network Troubleshooting
- Incident Tracking and Prioritization
- Troubleshooting for Software issues
- Troubleshooting for Hardware issues
- Troubleshooting OS issues - Mac or windows
- Meeting SLA
Customer Support Senior Associate - Certs
Google Operations Center
03.2021 - 06.2022
- Reviewing companies who requesting certification to run on Google Display Network.
- We review website and privacy policy to making sure requirements are met.
- Reviewing tag/pixel provided by Partners, making sure requirements are met.
- Troubleshooting issues on certification.
- We Decertify companies who did not follow validated requirements.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results
IT Service Desk(SME)
Safeway Philtech
08.2018 - 03.2021
- Pre-process request from email/call/Ticket
- Network Troubleshooting
- Properly documenting issues using ServiceNow.
- Incident Tracking and Prioritization
- Basic troubleshooting for any Software issues
- Basic troubleshooting for Hardware issues
- Troubleshooting OS issues - Mac or windows
- Providing password reset
- Unlocking Account Directory locked accounts
- Instruct users for new updates and changes
- Monitoring Assets
- Making sure we met the necessary SLA while providing a good customer service.
- Escalating issues to the right department
Customer Care Representative
SITEL
08.2017 - 07.2018
- Providing assistance on employees of specific companies when they have problems/update on their healthcare insurance and whenever they need to enroll yearly on their healthcare provided by their employer.
Education
Bachelor of Science in Computer Engineering -
De La Salle Lipa
06.2012 - 05.2017
Skills
Can work underpressure
undefinedAccomplishments
- June 2013 ACES Programming Seminar
- December 2015 ICpeP.SE Regional Assembly
- April 2017 Industry Encounter 2017: Technology and Best Practices
- March 2017 Server Management Seminar
- February 2017 Ethical Hacking Seminar
- February 2017 Android Programming Seminar
- February 2017 Advanced PIC Programming Seminar
- November 2021 Six Sigma Foundation
- March 2022 Problem Solving Techniques
- March 2022 Critical Thinking for Better Judgement and Decision Making
- June 2022 Project Management Foundations
- June 2022 Lean Six Sigma: Define and Measure Tools
- June 2022 Agile Foundations
Personal Information
- Date of Birth: 12/27/95
- Gender: Female
References
References available on request.
Timeline
Technology Support Analyst
Silent Quadrant
09.2023 - 04.2024
M365 Specialist
Rhipe
01.2023 - 07.2023
Level 1 IT Engineer
Technology Elite, Pampanga
08.2022 - 12.2022
Customer Support Senior Associate - Certs
Google Operations Center
03.2021 - 06.2022
IT Service Desk(SME)
Safeway Philtech
08.2018 - 03.2021
Customer Care Representative
SITEL
08.2017 - 07.2018
Bachelor of Science in Computer Engineering -
De La Salle Lipa
06.2012 - 05.2017
Similar Profiles
MAHIDHAR DWIVEDIMAHIDHAR DWIVEDI
Key Account Manager at Quadrant Knowledge Solutions Pvt. Ltd.Key Account Manager at Quadrant Knowledge Solutions Pvt. Ltd.
KONDA PRANAV ANKI REDDYKONDA PRANAV ANKI REDDY
Business Development Executive at Quadrant TechnologiesBusiness Development Executive at Quadrant Technologies
Michael McLaughlinMichael McLaughlin
President & CEO at Quadrant Communications Inc.President & CEO at Quadrant Communications Inc.
Ronalyn MatutinaRonalyn Matutina
Production Worker at Kinpo Electronic PhilippinesProduction Worker at Kinpo Electronic Philippines
Ajelyn OloyaAjelyn Oloya
Sales Area Maintenance at Ideal Dream Service IncSales Area Maintenance at Ideal Dream Service Inc