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
undefinedSoftware
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 -
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