Lloyd Aldrin Tablan

• Primarily responsible for ensuring that the user accesses have appropriate identities and credentials to enable data and Application owners to control access to their resources. Will also oversee the underlying IT systems and applications that deliver services, and create, add/update and remove access to client-systems.
• Entered and maintained departmental records in the company database.
• Used ticketing systems to manage and process support actions and requests. (ServiceNow)
• Collaborated with supervisor, L1 or L2 team to escalate and address user inquiries or technical issues.
• Documented support interactions for future reference.
• Assisted with updating technical support best practices for use by team.
• Conduct software testing as requested by L2 team.
• Managed the mailbox of the IAM team and respond to inquiries as needed.

Tools Used & Career Highlights:

• ServiceNow, DBEAVER (using SQL Script), Citrix desktop, and some other internal tools that we use to support our clients.
• Created our team's project, a ServiceNow dashboard for monthly ticketing reports and monitoring.
• Joined POWER BI training and AWS workshop training.

• Primarily responsible for ensuring that the user accesses have appropriate identities and credentials to enable data and Application owners to control access to their resources. Will also oversee the underlying IT systems and applications that deliver services, and create, add/update and remove access to systems, such as BytePro Loan Origination System (LOS) and email system.
• Used ticketing systems to manage and process support actions and requests. (ServiceNow)
• Assisted with updating technical support best practices for use by the team.
• Managed the mailbox of the IAM team and respond to inquiries as needed.

Tools Used & Career Highlights:

• ServiceNow, Citrix desktop, AWS, Azure AD, O365, Microsoft Exchange Admin Center, Preset Powershell Script, OKTA.

• Provide the first level of technical support to internal customers to gain higher customer satisfaction ratings.
• Respond to requests for assistance from employees received through telephone calls and email, and log and keep records of employee queries.
• Interpret problems and identify possible causes of hardware and software failure.
• Assist and conduct user application testing during program implementation, migration, and system maintenance.
• Create and maintain documentation of all instructional procedures and troubleshooting techniques (knowledge base).
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Assisted with updating technical support best practices for use by the team.
• Diagnosed and troubleshot hardware, software, and network issues.
• Responded to customer inquiries and provided technical assistance via phone, chat, and email.
• Collaborate with the L2 team if escalation is needed.

Tools Used & Career Highlights:

• Received commendations for overall good quality of service.
• Recognized as top ITSD for 3 consecutive months
• Assigned to become IT Service Desk Tier 1.5 that will help to monitor ticketing queue, and escalations from ITSD Tier and to assist support with ITSD Tier 1.

• Provide technical assistance to all users concerning the use of computer hardware and software, including printing, software installation, email, and operating systems locally or remotely. Point of contact emails, phone calls, and ticket escalations.
• Managing Active Directory, monitoring IT Tickets, CCTV, Creation of Emails using O365.
• Troubleshooting and repairing of computers and networks as needed. Software/Hardware Installation including setting up of workstations.
• Translated complex technical issues into digestible language for non-technical users.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Configured hardware and granted system permissions to new employees.
• Diagnosed and troubleshot hardware, software and network issues.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Created user accounts and assigned permissions.
• Responded to customer inquiries and provided technical assistance over the phone and in person.
• Installed, configured, and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up workstations for employees.
• Installed and configured operating systems and applications.

Tools Used & Career Highlights:

• ServiceNow, OTRS Ticketing Tool, JIRA, O365, Active Directory, Connectwise Automate.
• Trained to basic use Connectwise Automate.

• Provides desktop support for all employees.
• Escalate software and system issues to the Helpdesk.
• Point of contact emails, phone calls, and ticket escalations.
• Managing Active Directory.
• Troubleshooting and repairing of computers and networks as needed.
• Software/Hardware Installation including setting up of workstations, Software and file server maintenance.
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Used ticketing systems to manage and process support actions and requests.

Tools Used & Career Highlights:

• Jira, Active Directory, O365.
• Able to explore/experience setting up a server, setting up GPO, and IT audit.