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Norman L. — Mid-Level IT Customer Support Engineer from Philippines

Norman L.

Mid-Level IT Customer Support Engineer

Philippines 3-6 years
Open to offersNew to Platform
Languages
English
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About

Norman Luis V. is an experienced IT Generalist with a 13-year track record across technical support, system administration, and IT infrastructure. He has delivered customer and technical support for information technology firms such as Bestmacs Inc., COTX Networks Technologies, Skykomish Inc., and VSee Lab Inc.—serving clients remotely on helpdesk systems, troubleshooting Mac, Windows, and Azure/AD environments, and administering cloud backups with Synology NAS and Wasabi. Norman Luis supported field engineering for ATM and Dell equipment at Manpower Outsourcing Services Inc., maintaining financial sector technology and minimizing downtime. In the business process outsourcing and retail industries, he has managed infrastructure, handled server installation and maintenance—including Windows Active Directory, Exchange, and network systems—and performed technical project management and helpdesk operations. He holds a BSc in Electrical Engineering and certifications in Dell systems and NCR ATM support.

Experience

  • Helpdesk Engineer

    Bestmacs Inc. (Part-time) · 2023 — Present
    Troubleshoot assigned tickets to resolve issues for both Mac and Windows devices. Provide assistance with tasks related to Azure/AD and manage user accounts in M365, along with overseeing Synology NAS and Wasabi cloud backups.

  • Remote Customer Support Engineer

    Vsee Lab Inc. · 2021 — 2021
    Analyze and resolve issues for web and video call applications through various communication channels including phone, email, and chat. Assist users with the installation and configuration of the VSee application while responding to customer inquiries.

  • Remote Customer Support Engineer

    COTX Networks Technologies - Singapore · 2022 — 2021
    Address customer requests and troubleshoot device-related issues as the primary contact for system concerns. Assist customers with inquiries regarding purchases and create documentation for support procedures.

  • Remote Technical Support Engineer

    Skykomish Inc. (Contractor) · 2020 — 2018
    Respond to Zendesk/JIRA user tickets focusing on software configuration and hardware networking issues. Conduct internal software testing to identify bugs and provide feedback for improvements while performing repairs via remote service tools.

  • Field Services Engineer

    Manpower Outsourcing Services Inc. (Contractor) · 2017 — 2013
    Provide installation, maintenance, and repairs for ATM equipment in the assigned region. Ensure site readiness prior to installation and troubleshoot Dell client equipment, performing OS installations as needed.

  • System Administrator

    Lancera BPO Phils. Co. Ltd. · 2013 — 2012
    Oversee IT tasks and infrastructure, including equipment inventory, systems security, and project management. Maintain the company’s Windows 2012 AD server and Asterisk-based Call Center Suite.

  • IT Officer

    Cang’s Incorporated · 2012 — 2011
    Supervise IT functions and systems, focusing on systems security and documentation. Manage the POS infrastructure, ensuring system functionality and conducting regular database backups.

  • IT Specialist

    Kknasel Marketing Plus Contact Center · 2011 — 2010
    Address all IT needs by proposing technical solutions and maintaining up-to-date documentation. Oversee installation and repair of Windows 2003 AD Server, Exchange 2003 server, and various call center applications.

  • L2 System Support Engineer/Remote System Administrator

    Emerio Philippines Inc. (Contractor) · 2010 — 2009
    Remotely manage Wintel IT Infrastructure to maintain uptime and address downtime issues. Install OS/WINTEL servers as needed and provide Level 2 support, including troubleshooting OS problems and documenting findings in the HP Openview system.

  • IT Officer

    Banana Leaf Asian Cafe · 2009 — 2008
    Manage all IT functions, including internet/intranet development and project management. Implement IT architecture for POS systems and ensure user-friendly operations.

  • Technical Support Representative

    Convergys Philippines Corp. · 2007 — 2006
    Provide first tier voice support for clients, assisting with modem/router configurations and software applications, including email clients. Help clients set up LAN connections on MAC OS X and Windows platforms.

Skills & Expertise

IT and NetworkingHelpdesk

Education

  • Bachelor of Science in Electrical Engineering
    Silliman University · 1994 — 2000

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