Microsoft active directory
Marydee Ignacio
IT Service Desk Consultant
Marikina City, Metro Manila
Summary
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.
Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Respectful self-motivator gifted at finding reliable solutions for software issues.
Overview
9
9
years of professional experience
Work History
IT Service Desk Engineer
Hoegh Autoliners
03.2022 - Current
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Translated complex technical issues into digestible language for non-technical users.
- Delivered exceptional customer service by maintaining open lines of communication with users throughout the issue resolution process.
- Provide end to end support to users
- Assisted in hardware procurement decisions based on thorough research and analysis of cost/benefit factors.
- Optimized workflows through automation and scripting, resulting in increased productivity for both the team and endusers.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted in development of system security protocols.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded promptly to incoming sales leads and requests for technical support.
- Acted as a liaison between IT departments to facilitate smooth handoff of escalated issues, ensuring timely resolutions.
- Introduced management tools to create and manage virtual server computing environment.
- Evaluated new software releases for compatibility with existing infrastructure components, ensuring seamless upgrades without compromising stability or performance levels achieved previously.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Assisted IT staff on troubleshooting issues and closing calls.
- Designed and evaluated WAN and LAN connectivity technologies.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Installed and configured network printers and other peripheral devices.
- Admin creation of user access in different systems
- Diagnosed and resolved hardware and software issues.
- Implemented internet and intranet applications on multiple platforms.
- Lead Server boot monthly upgrade, ensure all servers are up to date and patches
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Orchestrated integration and communication of software upgrades.
Data Analyst
CBRE
11.2021 - 02.2022
- Utilized data visualization tools to effectively communicate business insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Validating a bunch of systems generated files to ensure they match
the client’s contract. (Contract rates vs. Service provider rates) - Process and create hundreds of Work orders and invoice thru IFM
system to Dollar Tree system. - Scabbing of invoices to upload from one system to another.
- Create Data and Reports for the clients
- Support the client’s technical issues using Zendesk and CRM.
- Monitor tickets thru Zendesk
- Map clients site using ilawn system website
Junior Integration Specialits
Valtatech Inc
06.2021 - 11.2021
- Developed custom connectors to facilitate seamless data flow between enterprise applications.
- Analyzed work to generate logic for new systems, procedures and tests.
- Ensured data accuracy by implementing comprehensive data validation rules during the integration process.
- Estimated work hours and tracked progress using Scrum methodology.
- Collaborated with cross-functional teams to define integration requirements and develop suitable solutions.
Service Support Engineer
Descartes Systems USA
03.2018 - 05.2020
- Reduced downtime for clients by swiftly resolving technical issues and providing effective solutions.
- Created user accounts and assigned permissions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Enhanced customer satisfaction by consistently delivering timely and accurate support services.
- Connected to computer of client using remote link to install programs and applications.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with cross-functional teams to identify, analyze, and resolve complex technical problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
Distribution Specialist
PMFTC
01.2017 - 03.2018
- Checked shipments against paperwork and signed documents.
- Trained new team members on distribution procedures, improving overall productivity and efficiency within the department.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Collaborated with other departments on supply and quality issues.
- Coordinated storage locations and product movements.
- Support Sales offices ensure that every concern and assistance of sales office must be coordinated
- Admin and end user of SAP system
Finance Analyst
PMFTC
03.2016 - 01.2017
- Simplified complex financial data for non-financial stakeholders through clear visualizations and concise summaries.
- Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement.
- Compiled and coordinated financial data for analysis and reconciliation.
- Participated in client meetings to discuss financial analysis and investment strategies.
- Conducted regular reviews of operating expenses to identify areas for cost optimization without compromising quality or service levels.
- Create reports and data to be review and post end of the month
Data Analyst
Tanduay Distillers, Inc.
09.2015 - 03.2016
- Utilized data visualization tools to effectively communicate business insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
- Created dashboards to monitor and track key performance indicators.
Technical and System Administrator
Alfamart
07.2015 - 09.2015
- Developed and documented network policies, procedures and standards.
- Championed IT governance best practices, implementing processes designed to ensure compliance with industry standards and regulatory requirements while driving continuous improvement efforts throughout the organization.
- Completed reports detailing network and systems performance and downtime issues.
- Analyzed network traffic and performance metrics to optimize system performance.
Education
Bachelor of Science - Information Technology
Technological Institute of The Philippines
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Software Upgrades
Access Management Software
Security Protocols
Microsoft Office Specialist (MOS) Expert
User Training
Microsoft Windows and Office
Ticket support system management
Technical Documentation
Software Evaluation
Account updating
Server Management
Hardware and Software Repair
Laptop Servicing
Network diagnostics
System Configuration
Systems Analysis
Technical Troubleshooting
Hardware support
Service support
Software Support
Incident Management
Interpersonal Communication
Desktop support
Performance Testing
LAN/WAN
Device Installation
Customer Service
Attention to Detail
Azure Active Directory
Windows Server management
Software
Microsoft Admin
Microsoft Azure Active directory
SAP
Service Now
Oracle BI
Sales Force
EDI
Attenssi
Nagios Server Monitor
Timeline
IT Service Desk Engineer
Hoegh Autoliners
03.2022 - Current
Data Analyst
CBRE
11.2021 - 02.2022
Junior Integration Specialits
Valtatech Inc
06.2021 - 11.2021
Service Support Engineer
Descartes Systems USA
03.2018 - 05.2020
Distribution Specialist
PMFTC
01.2017 - 03.2018
Finance Analyst
PMFTC
03.2016 - 01.2017
Data Analyst
Tanduay Distillers, Inc.
09.2015 - 03.2016
Technical and System Administrator
Alfamart
07.2015 - 09.2015
Bachelor of Science - Information Technology
Technological Institute of The Philippines
04.2001 -