Nenito Conejo Jr
Senior Technical Support Engineer
Imus,CAV
Summary
Results-driven technical support specialist prepared for senior responsibilities. Adept at diagnosing and resolving complex technical issues, with strong focus on customer satisfaction and operational efficiency. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, software support, and network management, with reputation for clear communication and problem-solving.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Technical Support Representative
N-able Technologies
BGC Taguig City (Remote)
04.2024 - Current
- Resolved technical issues for clients related to the softwares which are Adlumin MDR, SentinelOne EDR, N-sight, N-central and DNS Filter.
- Provided expert guidance to customers on software installation, configuration processes.
- Collaborated with cross-functional teams to enhance customer support workflows and service delivery.
- Documented troubleshooting procedures to improve knowledge base for future reference.
- Conducted training sessions for junior support staff on best practices and technical solutions.
- Streamlined support ticketing processes, reducing response times and improving overall efficiency in service delivery.
- Streamlined ticket resolution process for improved response times and overall customer experience.
- Conducted root cause analysis for critical incidents, leading to long-term fixes that minimized recurring problems for customers.
- Implemented proactive monitoring tools for early detection of potential system failures, minimizing downtime and ensuring seamless operations.
- Reduced escalations to higher-level support tiers through thorough troubleshooting and effective communication with customers.
- Contributed insights from frontline support experiences during product development cycles, aiding the creation of more user-friendly solutions.
- Mentored junior technical support representatives, enhancing their problem-solving skills and boosting team performance.
Tier 2 Technical Support Engineer
Adlumin Inc.
Manila, Metro Manila, Philippines
04.2024 - 04.2025
- Resolved complex technical issues for customers through remote troubleshooting and analytical problem-solving. Using Jira ticketing tool and Microsoft Teams.
- Collaborated with Tier 1 support to enhance ticket resolution processes and improve customer satisfaction.
- Documented detailed technical solutions in knowledge base for future reference and team training purposes.
- Provided timely updates to customers regarding issue status, ensuring clear communication throughout support process.
- Trained new team members on best practices for technical troubleshooting and customer interaction protocols.
- Conducted root cause analysis on escalated issues, leading to improved product stability and reduced reoccurrence rates.
- Assisted in the creation of internal knowledge base articles, improving access to technical resources within the team.
- Proactively identified areas for improvement within the support function, collaborating with management on process optimization initiatives.
- Improved customer satisfaction by resolving complex technical issues in a timely manner.
- Provided comprehensive technical support for software and hardware, resulting in minimized downtime for clients.
- Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
- Mentored junior team members to enhance their technical skills and improve team efficiency.
- Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
- Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
IT Specialist
Dizon Farms Produce Inc.
Taguig, Metro Manila, Philippines
03.2022 - 04.2024
- Implemented network security measures to protect sensitive data and ensure compliance with industry standards.
- Developed and maintained IT documentation for system configurations, procedures, and troubleshooting protocols.
- Provided technical support to staff, resolving hardware and software issues efficiently to minimize downtime.
- Monitored system performance, identifying areas for improvement and recommending upgrades to enhance efficiency.
- Provide End-users support.
- Executed regular system backups and recovery procedures, ensuring data integrity and business continuity during disruptions.
- Conducted training sessions for employees on software applications, fostering a culture of continuous learning and adaptation.
- Analyzed IT processes to identify bottlenecks, implementing solutions that improved workflow consistency across departments.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained Fortinet Firewalls, Cisco switches and systems to keep networks fully operational during peak periods.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Optimized network performance through regular monitoring and maintenance.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
Education
Bachelor of Science - Information Technology
Systems Technology Institute (STI)
Bacoor, Province Of Cavite, Philippines05-2018
Skills
- Knowledgeable using Jira and Salesforce ticketing tool
- Resolving software issue which is Adlumin MDR, SentinelOne EDR, N-sight (N-able RMM tool), N-central (N-able RMM tool), Bitdefender, Malware Anti-virus and DNS Filter
- Investigating basic MDR detection and logs analyzation in Adlumin MDR and SentinelOne
- API Integration in Adlumin
- Deploying Adlumin agent, SentinelOne agent, MAV-AVD agent, DNS filter agent
- Assisting customer to setup adlumin syslog collector, Honeypot and API Integrations in Adlumin
- Teach the customer how to use software and setup which is for Adlumin and SentinelOne consoles
- Collaborate with the MDR team in adlumin
- Knowledgeable in tickets escalation for Adlumin and N-able using Salesforce and Jira ticketing tool
- Troubleshooting various
Technical Issues - Mentoring junior technical support for the different functions of the product, issues, resolve the issues and how to handle tickets properly Specifically in adlumin MDR and N-able process
- Monitoring of the ticket queues with dashboard in Salesforce To maintain the best customer service and time response
- Escalate incidents
Manage end-user accounts
such as creation, reset
passwords and manage
access - Experience with managing
Endpoint Security
(Checkpoint Harmony and
Trellix) - MS365 Business apps
Active Directory, Domain
Controllers and Windows
end-user operating system - Hardware and Software
Repair - Cisco Switch, Servers and Firewalls
- Remote assistance
- Application troubleshooting
- Troubleshooting and diagnosis
- Teamwork and collaboration
- Attention to detail
Certification
CCNA 200-301
MS365 basic fundamentals
AWS basic fundamentals
Timeline
Senior Technical Support Representative
N-able Technologies
04.2024 - Current
Tier 2 Technical Support Engineer
Adlumin Inc.
04.2024 - 04.2025
IT Specialist
Dizon Farms Produce Inc.
03.2022 - 04.2024
Bachelor of Science - Information Technology
Systems Technology Institute (STI)