IT Support Analyst with 4+ years' experience providing technical support to global clients. Skilled in Windows OS, Windows Server, Active Directory, DHCP, DNS, and network administration. Strong communicator and problem-solver, adept at managing urgent client requests, multitasking, and delivering efficient end-user support in a fast-paced environment.
Hi, I’m
REDEN ESTRADA
Tiaong,Philippines
Summary
Overview
7
years of professional experience
1
Certification
Work History
Afni Inc.Quezon City
IT Helpdesk Analyst
01.2021 - 01.2026
Job overview
- Resolved multiple tickets and escalated issues using remote support tools and ticketing systems while monitoring service level agreements (SLAs) to maintain optimal system performance for end-users.
- Specialised in providing technical support by troubleshooting user accounts, groups, permissions, group policies, VPN access and application-related issues to enhance user experience.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
Afni Inc.Quezon City
Technical Support - Verizon Home Internet
01.2020 - 01.2021
Job overview
- Delivered technical support for Verizon Fios Internet customers, troubleshooting home networks and related devices to enhance customer satisfaction.
- Utilised LiveEngage, Optix, and InfoManager for efficient ticketing and support operations, streamlining issue resolution.
ConcentrixEastwood
Technical Support - Windows OS Support
01.2019 - 01.2020
Job overview
- Supporting Microsoft Windows OS, skilled in troubleshooting hardware, software, and network issues.
- Maintained system performance and ensured data security while delivering effective technical support to end users.
Education
ACLC CollegeLaguna
ICT from Programming
01-2017
University Overview
Foundational knowledge in programming languages including Visual Basic, Java, and C++, along with basic networking concepts.
Skills
- Ticket management
- Incident response
- Network troubleshooting
- Remote desktop support
- Operating System (Windows OS, MacOS, Linux)
- Hardware Troubleshooting
- Preventive Maintenance
- PC Assembly
- Peripheral Setup
- System performance
- Account administration
Certification
- CCS NC II - TESDA, 2023-07-01, TESDA-certified CCS NC II professional skilled in computer hardware servicing, network setup, and system troubleshooting.
- CompTIA A+ Course Completion - Udemy, 2026-03-01, Completed foundational IT training aligned with CompTIA A+ certification standards, covering computer hardware, operating systems, networking, security, and troubleshooting.
Websites, Portfolios and Profiles
Websites, Portfolios and Profiles
LinkedInTimeline
IT Helpdesk Analyst
Afni Inc.
01.2021 - 01.2026
Technical Support - Verizon Home Internet
Afni Inc.
01.2020 - 01.2021
Technical Support - Windows OS Support
Concentrix
01.2019 - 01.2020
ACLC College
ICT from Programming