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Michael C. — Mid-Level IT Support Specialist from Philippines

Michael C.

Mid-Level IT Support Specialist

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

Michael C. is an experienced IT professional with a background in technical support and cybersecurity. Most recently, he served as a SOC Analyst at CCSI, where he monitored threats via Elastic dashboard, onboarded MSP companies, managed response rules, and provided client support for incident resolution. Previously, he worked as an L1 Service Desk specialist at Yempo and Concentrix Philippines, delivering troubleshooting solutions for POS systems, printers, Active Directory, and Citrix issues, primarily for the retail and restaurant sectors. Michael utilized tools such as Mimecast, Darktrace, Brightgauge, and Zabbix to protect against email threats and manage IT infrastructure. His roles included ticket tracking through ServiceNow, Zendesk, and Jira, facilitating training for new hires, and collaborating with quality assurance teams to improve processes. Michael holds a BSBA in Marketing Management from Pamantasan ng Lungsod ng Pasig.

Experience

  • SOC Analyst

    CCSI · 2024 — 2026
    Monitored threats through the Elastic dashboard and facilitated the onboarding of MSP companies into Autotask. Developed respond rules for MSP companies based on predefined conditions. Investigated created tickets and provided relevant information to clients, assisting with any required alterations to their respond rules.

  • L1 Service Desk

    Yempo · 2023 — 2024
    Troubleshot various systems including POS and printers, managed Active Directory tasks, and performed application installations for clients. Handled password resets across multiple platforms and addressed TV issues within retail environments. Employed Mimecast and Darktrace for email threat investigation, alongside Brightgauge and Zabbix for device monitoring. Engaged users via telephone, chat, and email while entering service tickets into the Jira incident tracking system.

  • L1 Service Desk / L2 IT Service Desk / Team Leader

    Concentrix Philippines · 2017 — 2023
    Addressed issues related to POS systems and printers, managed Active Directory duties, and performed application installations as needed by clients. Resolved user operational challenges involving desktop computers, laptops, and mobile devices. Entered service tickets in the ServiceNow and Zendesk systems for efficient issue tracking. Participated in user support interactions via various communication channels, contributed to the enhancement of Knowledge Based Articles, and facilitated training for new IT service desk employees. Evaluated inbound service requests and incidents for appropriate routing and coordinated with the Quality Assurance Team to improve existing knowledge bases.

  • Technical Support Representative

    Convergys · 2013 — 2016
    Managed high volumes of inbound calls addressing Microsoft Office Application technical support requests. Translated complex technical scenarios into understandable language for non-technical users. Assisted customers in diagnosing issues and articulated solutions to restore functionality. Resolved a wide array of technical problems across multiple systems and conducted research on product and issue resolution strategies. Identified potential sales opportunities and communicated them to supervisors while applying expertise to evaluate user challenges.

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