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Kenneth J. — Mid-Level IT Helpdesk Specialist from Philippines

Kenneth J.

Mid-Level IT Helpdesk Specialist

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

Kenneth G. is a seasoned MSP IT Helpdesk Level 2 Specialist with extensive experience in managing escalated technical support issues. He holds a Bachelor of Science in Information Technology from AMA University and is proficient in diverse operating systems, including Windows, MacOS, and Linux. Working within managed service provider environments, Kenneth has demonstrated expertise in networking protocols such as TCP/IP, DNS, and VPN, utilizing enterprise-grade tools like ConnectWise Manage, ServiceNow, and IT Glue. His role has encompassed a variety of responsibilities, including conducting server health checks, troubleshooting advanced system errors, and administering cloud platforms such as Microsoft 365 and Azure. Kenneth's proactive approach involves maintaining high client satisfaction through the resolution of complex technical issues, whether it's system installation, configuration, or advanced troubleshooting. His time at SureFire IT Solutions Inc. and Visual Edge IT highlights his capabilities in technical project assistance, including firewall configuration and server upgrades, underscoring his significant contribution to business continuity and security management in Metro Manila's IT landscape.

Experience

  • MSP IT Helpdesk Level 2

    SureFire IT Solutions Inc. · 2023 — Present
    Served as an escalation point for customers, resolving intricate hardware, software, and connectivity issues through phone, chat, or email. Conducted in-depth diagnostics to uncover root causes of persistent problems and troubleshot advanced system errors. Assisted in client onboarding as well as firewall configurations and email migrations to Microsoft 365. Involved in server health assessments, performance monitoring, and applying necessary patches and firmware updates. Configured firewalls, routers, and VPNs to facilitate secure connectivity. Implemented antivirus solutions and managed remediation of phishing incidents while enforcing access controls and maintaining backup integrity. Administered Windows Server and Microsoft 365 environments, managing account provisioning and workstation setups. Provided continuous support for Azure and AWS services while ensuring proactive maintenance of system alerts and updates. Created and maintained technical documentation in IT Glue or HUDU, ensuring transparency in operations.

  • Service Desk Analyst – L3

    Visual Edge IT · 2022 — 2023
    Performed advanced troubleshooting to assist clients with various software applications and hardware systems, resolving an average of 15 tickets daily while maintaining efficiency. Acted as the primary escalation point for unresolved technology issues from Tier-1 and Tier-2 support, referring specialized issues to Tier-3 engineers. Worked towards exceeding service level agreements (SLA) and key performance indicators (KPI) while ensuring high levels of client satisfaction. Managed inbound calls, chats, and web tickets from clients, delivering clear and prompt resolutions. Oversaw installation and management of network printers and scanners, configuring hardware and software systems to align with client specifications. Administered Microsoft 365 accounts by managing mailboxes, distribution lists, and security groups, complemented by support for Windows Server tasks. Installed and configured VoIP systems to facilitate client communication and maintained secure patch levels while enforcing security policies through backups and firewall configurations. Documented internal processes and technical documentation in IT Glue or HUDU, logging all actions taken in ticketing systems.

  • Technical Support Representative (Hewlett – Packard)

    Sitel Philippines Corporation · 2015 — 2017
    Engaged with U.S. customers, responding to inquiries and resolving concerns regarding products and services. Gathered information and evaluated symptoms to diagnose issues related to HP printers and devices. Processed and logged tickets accurately, documenting all actions taken for transparency and follow-up. Utilized remote desktop applications to troubleshoot and resolve complex technical issues effectively. Researched information using available resources to provide timely and accurate solutions while following established procedures to ensure consistent service delivery. Conducted follow-up calls with customers as needed and identified priority issues to escalate accordingly. Provided sales support by upselling HP products such as printers, warranties, inks, and accessories when appropriate.

  • Desktop Support Engineer

    WNS Global Services · 2015 — 2015
    Diagnosed and resolved software and hardware incidents spanning multiple operating systems and applications. Assisted users with IT incidents, delivering timely and effective solutions. Took ownership of issues through problem analysis, implementing fixes and escalating incidents as necessary. Maintained accurate records of requests using the IT service desk system. Installed and configured new IT equipment, performed software and hardware upgrades, and addressed incidents involving printers and scanners. Managed computer imaging via FOG to ensure correct deployment of systems while performing Active Directory tasks such as password resets and account unlocks. Provided administration for Windows Server, managing file permissions and security groups, and configured AVAYA systems and VoIP phone setups.

Skills & Expertise

Podcast EditorCybersecurity SpecialistIT and NetworkingHelpdesk

Education

  • Bachelor of Science in Information Technology
    AMA University · 2011 — 2015