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
Can work under minimal supervision
Flexibility
Time Management
Multi-tasker ExpertLeadership IntermediateNetworking IntermediateM365 SkillfulGSUITE SkillfulActive Directory SkillfulPowershell
Analytical Thinking
Software Installation
User credential management
Excellent Communication
Ticket management
Problem-Solving
Adaptability
Interpersonal Communication
Information Security
Technical Support
Application support
Desktop support
Professionalism
Accomplishments
- 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