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Hazen S. — Mid-Level IT Helpdesk Support Specialist from Philippines

Hazen S.

Mid-Level IT Helpdesk Support Specialist

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

Hazen S. has a robust background in IT support and technical service, having served as a Senior Process Account Executive at Infosys BPM, where he handled Active Directory and Azure AD tasks including password and MFA resets, identity management, and access management. He ensured compliance with service level agreements by managing incidents and service requests via Nilear, ConnectWise, and ServiceNow. At Systech MSP, Hazen provided crucial IT support, focusing on VPN connectivity and basic network issues, aiding in minimizing downtime and maintaining operational efficiency. Hazen's contract work spanned various capacities, including conducting deep dives into Web3 technologies and managing social media marketing campaigns to boost engagement, notably securing whitelist spots for numerous NFT projects. His earlier role at Cisco, as part of Teletech, involved high-level customer service and QA analysis, emphasizing coordination with engineering teams for expedited service delivery. Hazen has demonstrated proficiency in tools like Microsoft 365 Admin Center and endpoint device management across different platforms.

Experience

  • Senior Process Account Executive (L1 IT Helpdesk)

    Infosys BPM · 2022 — 2026
    Managed Active Directory tasks, including password resets, account unlocks, and user enable/disable actions for various account issues. Handled incident and service request tickets in ServiceNow with proper documentation and prompt resolutions. Executed Azure AD responsibilities such as MFA resets and device compliance support while providing Level 1 support for software installations and M365 applications.

  • Contract Type

    Systech MSP · 2026 — 2026
    Delivered frontline IT support for software, hardware, VPN connectivity, and printers, aimed at minimizing downtime. Conducted Active Directory tasks including password and MFA resets along with access management. Managed incidents and service requests documentation using Nilear and ConnectWise.

  • Discord VA, Research Support and Promotions

    UpWork · 2021 — 2022
    Conducted extensive research on Web3 technologies and cryptocurrency trends to aid strategic initiatives. Implemented social media marketing campaigns for crypto projects on platforms like Twitter and Discord, enhancing visibility and user engagement. Offered virtual support within NFT communities and actively participated in Discord activities.

  • Cisco APAC Technical / Customer Service Support & QA Analyst

    Teletech · 2018 — 2021
    Addressed escalated customer concerns professionally, achieving a high resolution rate. Coordinated with Cisco Engineers for resolution hand-offs and tracked hardware deliveries alongside Logistics and Sales teams. Conducted regular call audits and delivered training sessions, effectively enhancing onboarding efficiency and ensuring compliance with company standards.

  • Customer Support Representative / Technical Support

    FoundEver (Formerly known as Sykes Asia) · 2018 — 2018
    Provided assistance with billing inquiries, account disputes, and technical issues while ensuring a timely and empathetic approach. Delivered support through multiple channels, fostering a positive customer experience. Engaged in upselling of phones and accessories based on customer needs, contributing to increased sales.

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