Glenn C.
Mid-Level IT Technical Support Specialist
Open to offersNew to PlatformAbout
Glenn C. is an experienced IT Support Specialist supporting the Department of Public Works and Highways in the Philippines since 2019. With a Bachelor of Science in Information Technology from Phinma-Cagayan de Oro College, Glenn C. delivers comprehensive technical support for both Windows and macOS environments, handling Level 1 and Level 2 incidents via in-person, phone, email, chat, and ticketing systems. He efficiently resolves hardware, software, and network issues, manages Active Directory user accounts, and supports Microsoft 365 applications including Outlook, Teams, and OneDrive. Glenn C. is proficient in network troubleshooting involving LAN/WAN, VPN, Wi-Fi, DNS, and DHCP, and maintains IT security through antivirus monitoring and system patching. His experience also includes IT asset management, technical documentation, and delivering user training within a public sector environment.
Experience
IT Support Specialist
Department of Public Works and Highways · 2019 — PresentDelivered Level 1 and Level 2 technical support to end users through in-person assistance, phone, email, chat, and ticketing systems. Diagnosed and resolved issues related to hardware, software, and networks in Windows and macOS environments. Installed, configured, and maintained desktops, laptops, printers, and peripheral devices. Provided support for Microsoft 365 applications, including account setup, password resets, and license management. Managed user accounts and permissions in Active Directory, facilitating onboarding and offboarding processes. Addressed network connectivity issues, including LAN/WAN, VPN, Wi-Fi, DNS, and DHCP. Escalated complex incidents to Level 3 teams and ensured accurate documentation with follow-ups. Utilized ticketing tools such as ServiceNow, Jira, and Zendesk to track and resolve incidents within SLA. Conducted system updates, patching, and antivirus monitoring for security compliance. Assisted in IT asset management, inventory tracking, and equipment lifecycle management. Created and updated technical documentation and knowledge base articles, while also providing basic user training to enhance productivity and minimize repeat issues.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyPhinma-Cagayan de Oro College · — — 2019
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