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Dexter T. — Senior IT Technical Support Specialist from Philippines

Dexter T.

Senior IT Technical Support Specialist

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

Dexter T. is a highly experienced IT Technical Support Specialist with nearly two decades in Tier 1, 2, and 3 environments. His proven expertise in enterprise systems, network troubleshooting, and hardware diagnostics has been key to maintaining high first-contact resolution rates and customer satisfaction. At Infosys BPM (2024-2026), he supported the AECOM account, managing user identities with Active Directory and configuring Microsoft Authenticator MFA. He also handled POS system configurations for Chipotle's enterprise retail IT. His experience extends to RealPage Phils. Inc. (2022-2023) where he delivered advanced Tier 2 support for property management SaaS ecosystems. Previous roles at Accenture Inc. and Convergys & Sykes Asia involved restoring enterprise systems, managing virtualized desktops with Citrix Director, and resolving complex operating system errors for Microsoft Office accounts. Utilization of tools like ServiceNow and Genesys Cloud was integral in his roles, demonstrating deep technical acumen across industries.

Experience

  • IT Helpdesk Specialist

    Infosys BPM · 2024 — 2026
    Delivered omnichannel Tier 1/2 IT support for the AECOM account by managing user identities through Active Directory, configuring Microsoft Authenticator MFA, and deploying software updates via the ServiceNow ticketing system. Supported the Chipotle account by configuring and troubleshooting Point of Sale (POS) systems, network switches, digital food-line infrastructure, and receipt printers.

  • Platinum Helpdesk Specialist (L2)

    RealPage Phils. Inc. · 2022 — 2023
    Provided Tier 2 technical support for major Property Management Companies, addressing issues within the OneSite SaaS ecosystem including Active Building, OpsTechnology, Accounting, and Leasing. Oversaw real-time customer queues and ensured service-level compliance using Genesys Cloud.

  • Customer Billing Support (Verizon)

    Alorica Phils. · 2022 — 2022
    Handled high-volume billing inquiries, maintained audit trails, and managed complex system computations for corporate accounts.

  • IT Service Desk Support Analyst

    Accenture Inc. · 2017 — 2021
    Recovered enterprise systems for the AIG account, managed Active Directory permissions, and resolved email profile syncing issues. Maintained optimal performance of virtualized desktops for the Marriott Hotel account and addressed frozen terminal sessions utilizing Citrix Director. Supported retail technical issues for Michael’s Store by restoring offline POS machines and fixing local network disconnects.

  • Technical Support Level 3

    Convergys & Sykes Asia · 2010 — 2015
    Identified and resolved advanced enterprise operating system errors for the Microsoft Office account, addressing registry-level profile corruption and overseeing legacy cloud migrations. Managed component-level hardware diagnostics for the Sony VAIO account, performing BIOS setups and authorizing depot repairs.

  • ADSL Technical Support Level 3

    Telus Philippines · 2006 — 2009
    Troubleshot connectivity faults across Layer 1-3, including resolving network loop synchronization issues, custom DNS configurations, and invalid IP handshakes.

Skills & Expertise

HelpdeskTech SupportIT and Networking

Education

  • Associate / BS in Computer Science (Undergrad, 2nd Year)
    University of the East / Asian College · 1997 — 2000