L2 Service Desk Engineer

Overview

Looking for part-time work (4 hours/day)

at $16.00/hour ($1,408.00/month)

Associates degree

Last Active

November 12th, 2024 (17 days ago)

Member Since

November 11th, 2022

Profile Description

I began my career in the business process outsourcing (BPO) industry,
working as a Customer Service Representative. In this role, I underwent language training to neutralize and enhance communication skills, supporting T-Mobile in the U.S. market. My responsibilities included maintaining
up-to-date knowledge of products and services and responding to customer
queries regarding services, equipment, roaming, and billing.With this foundational experience, I transitioned to Technical Support
representative for Hewlett Packard (HP), assisting Canadian customers. I
provided support for installing and configuring HP printers and
resolved technical issues related to hardware and software.
Seeking new challenges, I entered the logistics industry and worked as a
Customer Service Representative for UPS (United Parcel Services Canada) under
Alorica for two years. My role involved handling shipping, tracking, and
brokerage, including scheduling pickup orders, tracking shipments, and
coordinating with brokers to release shipments from customs.
I then returned to technical support, as a Technical Support Specialist
for Microsoft, where I supported customers in the APAC region with their
Surface devices and Microsoft Band products. I provided step-by-step troubleshooting for two years, including remote assistance for complex issues.
In 2017, I accepted a role with Cloudstaff PH as a Technical Services Specialist.
In this role, I managed the lifecycle of in-store technology infrastructure,
including software on Point-of-Sale hardware, integrations with third-party
systems, and enterprise technology such as server infrastructure, network, and
security. I also supported restaurant systems, ensuring IT processes and
procedures were followed to deliver a stable IT environment.
Most recently, I joined an MSP company as a Service Desk Engineer,
where I provide technical support and assistance to end-users and clients
experiencing issues with computer systems, software applications, or hardware
devices. My responsibilities include remote desktop support for Microsoft
Windows, remote network troubleshooting and management, as well as the
deployment, administration, and management of Microsoft Windows, Windows
Server, and Microsoft 365 environments. I also handle virtual device administration
and management across platforms like Microsoft Azure, AWS, and VMware. My
experience working with ticketing systems in a fast-paced MSP environment has
further enhanced my ability to deliver efficient and effective technical
solutions.
Throughout my career, I have developed strong technical skills,
including experience with IT Glue, ConnectWise Manage, ConnectWise Automate,
ConnectWise Control, Azure, firewalls, virtualization, Microsoft 365, Microsoft
Exchange Online, Terminal Services (RDP), Active Directory, printers, and VPN
solutions. I am resourceful, with a strong problem-solving aptitude, and
possess excellent communication skills with high proficiency in both written
and spoken English.