Jay-ar C.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
John D. is an experienced Tier 2 Service Desk Specialist with a proven track record supporting IT-managed services, BPO/MSP operations, and hospitality technology environments. He has delivered technical support for enterprise clients at Connext Global Solutions, LTVplus, and TaskUs Outsourcing, focusing on platforms such as Microsoft 365 Administration, Active Directory & Azure AD User Management, and remote troubleshooting using ITSM ticketing systems like ServiceNow, Autotask PSA, and ServiceDesk Plus. John D. has managed identity and access management for cloud and hybrid setups, supported network infrastructure (LAN, WAN, VPN), and maintained virtual machines and servers. Recognized for 24/7 infrastructure coverage, he has contributed to updating SOPs and documentation and played a vital part in maintaining strong client satisfaction in fast-paced, high-volume, multi-site support environments.
Experience
Tier 2 Service Desk Specialist
Connext Global Solutions · 2024 — PresentDelivered Tier 2 technical support for clients utilizing cloud services such as Azure, Entra, Intune, and Microsoft 365. Handled troubleshooting for backup systems, RDP, VPN, and AVD connectivity, along with managing virtual machines and servers including file and print servers. Provided support for networking issues in LAN/WAN environments and addressed core network services like DNS, DHCP, and TCP/IP. Managed identity and access management tasks including user provisioning, group policies, and MFA. Maintained MDM solutions and performed server maintenance tasks including performance checks and patch coordination. Resolved client issues through ticketing systems and real-time communications while updating documentation in ITGlue.Software Support Specialist
LTVplus · 2023 — 2024Provided after-hours remote support to clients within the hospitality sector, focusing on Property Management Systems (PMS), POS systems, and associated applications. Responded efficiently to IT incidents and service requests throughout night shifts, and handled remote support duties for a Florida-based Enterprise Solutions Provider. Delivered technical assistance for Level 1–2 issues impacting hospitality applications, including front desk operations and payment integrations. Coordinated with third-party vendors for system-related issues and supported Microsoft 365 and Active Directory management, ensuring effective user account functionalities.Global IT Support Specialist
TaskUs Outsourcing Philippines Inc. (TaskUs) · 2019 — 2023Addressed technical concerns for both onsite and remote clients across various global sites. Offered Level 2 IT support sustaining ideal operations for internal employees and external stakeholders. Managed a high volume of support requests through ServiceNow and ServiceDesk Plus, ensuring compliance with SLA targets. Conducted live troubleshooting sessions to assist users in real-time across time zones while administering Active Directory and Microsoft 365 functionalities including password management, mailbox setups, and device configurations. Resolved hardware and connectivity issues, supported AV and conference room technologies, performed preventive maintenance, and coordinated device preparation for new hires.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyDon Mariano Marcos Memorial State University · — — 2018