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Allen C. — Senior IT Support Engineer from Philippines

Allen C.

Senior IT Support Engineer

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Allen J. C. is a skilled IT Support Engineer with over a decade of experience in delivering comprehensive IT services, specializing in Managed Service Provider (MSP) environments. His proficiency includes managing and supporting a broad array of client needs worldwide, while maintaining strong SLA compliance. Allen effectively administered 60+ client accounts using tools such as Microsoft Azure, Microsoft 365, Sophos security, and RMM platforms like NinjaRMM and Kaseya. He has also led initiatives for Azure VM migrations and supported critical infrastructure needs, ensuring zero downtime for high-availability client workloads. His tenure at various companies such as TechQuarters UK and Hoegh Autoliners highlights his adeptness at improving SLA adherence and client satisfaction across industries from telecommunications to global shipping. Certified as a CCNA and holding multiple Microsoft and Sophos certifications, Allen is further seasoned in infrastructure monitoring, endpoint security, and technical team leadership.

Experience

  • L2 IT Support Engineer

    TechQuarters UK (Babble Cloud Ltd.) · 2021 — 2026
    Provided L1–L2 remote technical support to a global client base via Halo PSA, ensuring SLA compliance and efficient resolution times for P1–P3 tickets. Administered over 100 client endpoints and virtual servers with NinjaRMM, minimizing unplanned downtime through proactive anomaly resolution. Led the company-wide deployment of Kaseya VSA, enhancing remote monitoring for all client environments. Carried out Azure VM migrations and deployed system updates via Azure Management Portal, maintaining high availability for critical client workloads. Managed full implementation of Sophos Endpoint and Firewall within client networks to enhance security compliance. Acted as the primary responder for P1 incidents, coordinating with Microsoft Support and documenting escalated issues with root-cause analysis. Monitored network traffic through PRT Monitoring, reporting real-time anomalies to uphold network performance. Compiled and submitted weekly performance reports to the IT Manager, covering ticket metrics and engineer KPIs.

  • IT Support Engineer

    Hoegh Autoliners · 2020 — 2021
    Delivered first-line IT support to internal staff across global locations using a centralized ticketing system, addressing hardware, software, and connectivity issues within set SLA windows. Oversaw hardware maintenance for the Manila office, implementing preventive maintenance routines to decrease repeat hardware issues. Produced weekly shift performance reports for the Team Leader, detailing ticket volume and resolution timelines.

  • Managed Services Support Consultant

    Professional Advantage · 2019 — 2020
    Supplied L1–L2 managed IT support to 60 Australian clients through CRM ticketing, remote desktop tools, and telephone communications, fostering client satisfaction via proactive updates. Maintained Azure-hosted virtual server environments for the client portfolio, aiming for over 99% server uptime through health checks and swift incident responses. Handled Microsoft 365 tenants, Active Directory, and SQL Server environments for most clients, managing user access and license issues. Utilized LabTech ConnectWise for internal server monitoring, preventing service interruptions by flagging anomalies. Created and updated technical documentation for new client onboarding and standardized support processes, aimed at reducing resolution times for common issues. Provided clients with monthly server health and status reports to build trust in the managed service relationship.

  • IT Support Engineer – Team Leader

    Truphone · 2016 — 2019
    Managed the Manila 1st Line IT team, overseeing individual and team performance through regular coaching, task assignments, and KPI reviews via Dell KACE 1000 reports. Handled user lifecycle management in Active Directory and managed the Microsoft 365 Exchange and Admin Portal for a global employee base. Served as the liaison for the Infrastructure department, facilitating communication between local IT and senior management in Portugal. Ensured operational continuity at the Manila office by maintaining IT infrastructure, including network connectivity and equipment upgrades. Addressed and resolved ITSM tickets related to file share access and software deployment, effectively reducing the ticket backlog.

  • Service Desk Analyst – Shift Lead

    Hewlett Packard (HP) Philippines · 2015 — 2016
    Oversaw shift operations for the Royal Dutch Shell account, ensuring sufficient staffing and service continuity. Processed ITSM tickets for software installations, user modifications, and file share access, consistently meeting quality and resolution standards, as documented in weekly management reports. Provided coaching to team members, enhancing their performance metrics and contributing to team SLA achievement.

  • NOC Engineer / Desktop Support

    Backoffice Inc. · 2013 — 2015
    Offered comprehensive IT support encompassing network operations, desktop troubleshooting, hardware maintenance, and on-site assistance at secondary locations. Managed the corporate network infrastructure, executed system updates, and procured necessary IT equipment and network tools to maintain uninterrupted operations.