Ronuel R.
Mid-Level IT Support Engineer
Open to offersNew to PlatformAbout
Ronuel A. is an experienced IT Support Engineer L2 with a background in IT services, consulting, and technology support. With roles at Techno Global Team, Accenture (Microsoft Account), Surbana Jurong, and TATA Consultancy Services, Ronuel has worked extensively in troubleshooting MS Office 365 Applications, performing desktop and network troubleshooting, and managing Active Directory account lifecycles across various business environments. His responsibilities have included hardware and software configuration, system upgrades, server maintenance, user onboarding/offboarding, backup management, and security controls, as well as providing technical support via chat, email, and voice channels. Ronuel has demonstrated hands-on experience with ticketing systems such as ServiceNow and HPSM, Exchange admin center, and supporting platforms including SharePoint, SAP, Epicor, and VPNs within the IT and business process outsourcing industries.
Experience
IT Support Engineer L2
Techno Global Team (Priority Networking AU) · 2023 — 2026Resolved hardware, software, and connectivity issues for PCs, servers, and printers. Proactively maintained client networks through tasks such as server upkeep, backup checks, firmware updates, and alert reviews. Configured both software and hardware, managing network servers and technological tools. Set up user accounts and workstations, monitored system performance, and addressed outages. Ensured security with access controls, backups, and firewalls, while upgrading systems to newer releases. Utilized Microsoft 365 including Azure, Emails, GEO, and MFA. Created and updated documentation in IT Glue, assisted in developing standards and procedures, and logged all work in a ticketing system.App/Cloud Support Analyst
Accenture (Microsoft Account) · 2023 — 2023Troubleshot MS Office 365 applications, identifying and solving software issues effectively. Conducted research on complex cases and validated them for escalation to backline support. Assisted users via chat, email, and voice channels while managing bounce-back emails in Exchange Unified Messaging, performing subscription assistance, migration tasks, DNS configuration, and software quality assurance using the Rave Ticketing Tool.IT Analyst
Surbana Jurong · 2019 — 2023Managed licenses for MS Office 365 applications, checking email flows for bounce-back issues and configuring accounts. Handled account management through Active Directory, including the creation and deletion of user accounts, handling shared mailboxes, calendars, and group emails. Performed basic troubleshooting on SharePoint, checking access rights and testing newly deployed sites while addressing desktop issues such as browser and networking problems, Outlook troubleshooting, and software installations. Interacted with the Epicor system for timekeeping tasks and user account management, conducted data checks using MySQL, and managed basic troubleshooting in SAP along with user account creation and password resets.IT Helpdesk
TATA Consultancy Services · 2017 — 2019Delivered high-quality IT support to customers via phone, effectively resolving IT concerns within assigned handling times. Identified and rectified customer issues while performing initial troubleshooting and escalating concerns beyond the scope of support. Utilized SNOW and HPSM ticketing tools to create tickets, provided installation support for software, and managed Active Directory password resets and CVS printer configurations.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologySTI College Alabang · 2011 — 2017
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