Michael Guerzon
Senior IT Specialist Level 2
Summary
As a Senior IT Analyst at SITEL, I have earned the AWS Certified Cloud Practitioner and the Google IT Support Specialization credentials. These certifications validate my expertise and skills in cloud technologies and IT service management, which are vital for my role and industry.
I am driven by the passion to learn new skills and technologies and to share my knowledge and best practices with others. My mission is to provide excellent IT service and support, and to enable SITEL's growth and success. I have contributed to several cloud migration and optimization projects, as well as improved the IT service delivery and customer satisfaction. I have also mentored and trained junior IT analysts and collaborated with cross-functional teams and stakeholders.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Senior IT Specialist Level 2
FOUNDEVER Formerly SITEL PHILIPPINES
07.2007 - Current
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Remote Desktop Troubleshooting
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Trained new employees on new technologies, increasing competency levels across the organization.
- Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards.
- Implemented user access controls to minimize unauthorized access risks while preserving operational flexibility for authorized users.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Bachelor of Science - Information Technology
Institute of Creative Computer Technology
Cainta, Rizal 05.2001 -
Skills
Amazon Web Services
Windows Active Directory
VMware, Citrix, Azure Desktop
Microsoft 0365
IT SERVICE MANAGEMENT
Remote Desktop Protocol
Application support
Project Implementation
IT risk management
IT Troubleshooting
IT Documentation
Desktop support
User credential management
Software Installation
Staff education and training
Certification
AWS Certified Cloud Practitioner
Timeline
Senior IT Specialist Level 2
FOUNDEVER Formerly SITEL PHILIPPINES
07.2007 - Current
Bachelor of Science - Information Technology
Institute of Creative Computer Technology
05.2001 -