Maximize Your ROI: Hire Remote IT Helpdesk Specialists to Support Your US Team Coast-to-Coast

Patient, highly technical IT support professionals trained to troubleshoot hardware, resolve software issues, and keep your team online — fully onboarded and ready to protect your company’s productivity.

Why Hire Remote IT Helpdesk Specialists?

Stop struggling with constant network downtime, backlogged ticketing systems, or frustrating your employees with unresolved technical glitches.

We match you with experienced remote IT helpdesk specialists trained to provide Tier 1 and Tier 2 technical support — without the high overhead costs of local US IT hires.

  • Check Proficient in leading ticketing and IT management systems like Zendesk, Jira Service Desk, ServiceNow, ConnectWise, and Freshdesk
  • Check Skilled in remote desktop support, Active Directory management, software provisioning, and network troubleshooting
  • Check Experienced in aligning with US business hours (EST, CST, MST, PST) and adhering to strict US cybersecurity standards
  • Check Strong in communication, diagnosing complex issues quickly, and delivering patient, step-by-step guidance to non-technical staff
  • Check Fast onboarding – IT helpdesk specialists ready in 7–14 days
  • Check Save significantly on high overheads compared to local US-based MSPs (Managed Service Providers) or in-house IT hires

What You Get

Every IT helpdesk specialist you hire through Remote Staff offers:

  • Proven experience in Technical Support, Systems Administration, or Helpdesk Support roles
  • Hands-on expertise across escalating complex tickets, hardware configuration, and routine IT maintenance
  • Clear communicators who document resolutions and create comprehensive internal knowledge bases
  • Dedicated account management, HR, payroll, and a replacement guarantee
  • Flexible hiring models tailored to cover your core business hours or provide extended technical support

Maximize Your ROI: Hire Remote IT Helpdesk Specialists to Support Your US Team Coast-to-Coast

Patient, highly technical IT support professionals trained to troubleshoot hardware, resolve software issues, and keep your team online — fully onboarded and ready to protect your company’s productivity.

Why Hire Remote IT Helpdesk Specialists?

Stop struggling with constant network downtime, backlogged ticketing systems, or frustrating your employees with unresolved technical glitches.

We match you with experienced remote IT helpdesk specialists trained to provide Tier 1 and Tier 2 technical support — without the high overhead costs of local US IT hires.

  • Check Proficient in leading ticketing and IT management systems like Zendesk, Jira Service Desk, ServiceNow, ConnectWise, and Freshdesk
  • Check Skilled in remote desktop support, Active Directory management, software provisioning, and network troubleshooting
  • Check Experienced in aligning with US business hours (EST, CST, MST, PST) and adhering to strict US cybersecurity standards
  • Check Strong in communication, diagnosing complex issues quickly, and delivering patient, step-by-step guidance to non-technical staff
  • Check Fast onboarding – IT helpdesk specialists ready in 7–14 days
  • Check Save significantly on high overheads compared to local US-based MSPs (Managed Service Providers) or in-house IT hires

What You Get

Every IT helpdesk specialist you hire through Remote Staff offers:

  • Proven experience in Technical Support, Systems Administration, or Helpdesk Support roles
  • Hands-on expertise across escalating complex tickets, hardware configuration, and routine IT maintenance
  • Clear communicators who document resolutions and create comprehensive internal knowledge bases
  • Dedicated account management, HR, payroll, and a replacement guarantee
  • Flexible hiring models tailored to cover your core business hours or provide extended technical support

IT Helpdesk Specialists in ANY Industry!


IT Infrastructure & Scope Review
Define your current tech stack, average ticket volume, required access levels, and security protocols.


Match & Interview
Receive a shortlist of pre-screened technical candidates and interview them to evaluate their troubleshooting logic and communication skills.


System Integration & Onboarding
Integrate your IT specialist into your ticketing system, internal chat channels, and remote access tools securely.


Daily IT Support Execution
Delegate password resets, software installations, troubleshooting, and network monitoring with complete confidence.


Ongoing Tech Maintenance & Scaling
Maintain a zero-backlog queue, update internal tech documentation, and scale your IT team as your business expands.

Everything is done remotely, with full data security, encrypted communication, strict data privacy compliance (including HIPAA or SOC2 guidelines where necessary), and signed NDAs to protect your infrastructure.

Our team was losing hours every week locked out of accounts or dealing with software crashes. The remote IT helpdesk specialist from Remote Staff took over our Zendesk queue immediately. Now, issues are resolved in minutes instead of days, and our internal productivity has skyrocketed.”

Operations Director
E-Commerce Brand, Chicago, IL

“What stood out was their patience and technical depth. Our remote IT support rep seamlessly manages our Active Directory, provisions laptops for new hires, and patiently walks our less tech-savvy staff through complex troubleshooting steps. They feel like a core part of our local team.”

HR & Operations Manager
Financial Services Firm, New York, NY

We couldn’t justify the exorbitant fees of a local MSP for basic Tier 1 support. The remote IT specialist we brought on handles all our daily tech hiccups efficiently, allowing our senior engineers to focus on product development rather than resetting passwords.”

CTO
Tech Startup, Austin, TX

Explore Our Talents

Get A FREE IT Helpdesk Specialist Shortlist — Start ASAP

Candidates:

9

Filter by Role:

*Booking interviews depend on candidates' availability and interest.

All-inclusive Rate: USD $12.44/hr

Bryan

Candidate ID: 564145

Systems Networking and Administration System Administrators Server Administrators Network Administrators

ADVANCED

    Windows Azure, Microsoft Active Directory, Windows Administration, Windows Server Administration...

INTERMEDIATE

    MySQL, Microsoft SQL Server...

Median Rate

$12.44

$13.73

if $1 = PHP52

$16.73

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 12.44 per hour or $USD 2156.69 per month

Remote Staff Recruiter Comments

  • Bryan has been working in the IT industry for more than 17 years.
  • He has worked as Systems and Network Engineer for Managed Service Providers for US clients and healthcare facility based in Singapore
  • He is mainly working on Level 2.5 cases related to Microsoft Azure and data security since Level 3 supports are for onsite.
  • He also followed ITIL and has working knowledge with Change Management
  • His technical skills include:
    • Software Skills:
      • Windows Server management, security and updates patching (Application, File, SQL, Cluster, Web, Parse, Build, etc.)
      • VMware vSphere
      • Datto, Axient backups
      • Veeam
      • Azure AD, InTune, MS365
      • Citrix, ASG-Remote Desktop, RDP
      • JAMS: Mediation, Arbitration and ADR Services
      • CRM Systems
      • Ticketing Systems/MSP Tools (N-Central, N-able, RMM, SolarWinds, ConnectWise, ServiceNow, Remedy)
      • Strong knowledge in Active Directory including GPO / GPP processing.
      • Microsoft Exchange: Administration, Creation, Modification and Deletion
      • Internet Information Services (IIS)
      • MS SQL / MYSQL Database and scripting
      • Power shell
    • Hardware Skills:
      • PC/Server troubleshooting, repair, and preventive maintenance.
      • Fundamental Networking and TCP/IP Knowledge
      • Troubleshoot supported modems, routers, and switches.
      • Servers and Network Printer Set up.
  • He can start ASAP and prefers full-time arrangement

Employment History

Customer Service Advisor

Industry:

Computer / Information Technology (Hardware)

Employment Period:

June 2007 to June 2008 (12 Months)

Duties and Responsibilities:

  • Handles technical issues of U.S. customer's Creative products via phone support and email and pushing sales to every customer. Participated as a front liner during Road shows and IT shows.

Operations Engineer IT Support Engineer

Industry:

Computer / Information Technology (Software)

Employment Period:

August 2008 to March 2010 (19 Months)

Duties and Responsibilities:

  • Handle customer support enquiries via phone / email / support ticketing system. Response to support requests - Phone / Email / Support Ticketing System - within targeted time frame and resolve support requests with best possible solution(s).
  • Attending to data center customers and provide Data Center maintenance.
  • Setting up of servers (Windows 2003/2008, Linux Centos, FTP) as we as Windows clustering. Planning, Setup, Installation, Reinstallation, Migration, Maintain and Rectify server issues.
  • Network (LAN/WAN/VPN): Deploying and configuring network solutions such as CISCO routers and switches.
  • Server/network monitoring (Planning, Setup, Maintain and Rectify network issues).
  • Setup and maintenance of hosting accounts, web servers, MS Exchange (2003/2007) email and mobile email setup.
  • PC setup, configuration, and maintenance: Windows (XP, Vista), Linux Centos.
  • Perform after office hours provisioning and 1st level technical support.
  • Involve in new order process - such as setting up new hosting accounts, and new servers.
  • Active Directory Administration and Microsoft Exchange accounts Administration.
  • Monitor network stability, involve in planning, setup, maintenance and rectify network problem.
  • Assist to Sales to provide after-sales support.
  • Assist to attend to basic sales inquiry when sales representative is not available.

Customer Service Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

March 2005 to January 2007 (22 Months)

Duties and Responsibilities:

  • Handled 1st level phone support and email response for American clients' satellite service.
  • Provided technical support to American Customers, including equipment troubleshooting, installment and activation. Provided marketing information to customers and handled general queries.

Desktop Support Engineer IT Systems Security Administrator

Industry:

Banking / Financial Services

Employment Period:

April 2010 to November 2011 (19 Months)

Duties and Responsibilities:

  • Provide full support to RBS users with issues from all in-house applications (AS400, Kondor+, etc.), Windows OS (XP) administration, as well as Microsoft Office 2003/2007/2010, SharePoint etc.
  • Provide trade floor desktop support for applications/systems such as Reuters3000Xtra, RMDS, Bloomberg, Bloomberg Anywhere, etc.
  • MS Exchange (2003), Outlook, and Lotus Notes (client and domino) email and mobile (Blackberry) setup, configuration, and maintenance.
  • Provide PC upgrade and Desktop Support Services to the RBS Infrastructure Integration Program. Build office PC/Laptop using existing corporate build processes.
  • Provide immediate personal L2/L3 support to front-office users. Provide desk-side assistance to back-office users.
  • Utilize Active Directory for user/group/machine accounts management and administration.
  • Manage PROJECTS within Singapore IT service desk purview (such as PC deployment, process enhancement, application UAT testing, etc.). Disaster Recovery site included.
  • Provide Core Desktop Support (3rd line) to Front/Back Office users through escalation channel by IT Service Desk, Desktop Support team etc.
  • Serve as back-up leader to the service desk team. Site survey on Hardware and Logging.
  • Manages changes using change requests web application while complying with banking security standards.
  • Manages all reporting needs for Singapore and/or the region. Includes data generation, analysis and summarized information for recommendation, presentation etc. Ensures high level of end-user satisfaction. Ensure the team pro-actively document all knowledge and experience in the share depository and participate in knowledge sharing / training for the team.
  • Performs system security administration on technology platforms in accordance with the defined policies, standards, and procedures of the organization, as well as with industry best practices and vendor guidelines. Utilizes Phone / Ticketing Systems (Remedy Tool).
  • Performs assessments, installation and configuration of security tools, systems, and applications, including Identity Management systems and host-based security systems.

Systems Analyst

Industry:

Telecommunication

Employment Period:

May 2018 to November 2021 (41 Months)

Duties and Responsibilities:

Responsible for the identification of system requirements, documentation, testing and presentation of technology initiatives; participate in determining/defining project requirements. Develop thorough design and end user documentation; research, plan, install, configure, troubleshoot, maintain, and upgrade vendor software; draw up specific proposals for modified or
replacement programs: partner with other technical staff to ensure connectivity and compatibility between systems.

Systems Analysis Functions –
  • Lead, and participate in as necessary, the activities related to the identification of system requirements, documentation, testing and presentation of assigned business segments technology initiatives while adhering to established policies and procedures.
  • Identify system issues within scope of responsibility ensuring issues are brought to timely resolution and documented according to department standards.
  • Maintain large scale multi-tenant communication platform ensuring departmental best practices are followed, as required.
  • Act as a liaison between information technology and appropriate department or staff in efforts to drive strategic systems technology initiatives.
  • Participate in determining/defining project requirements.
  • As required, work with appropriate resource (e.g., engineering, etc.) to approve/accept documentation related to platform build outs.
  • Continuously update existing platform documentation
  • Conduct testing on existing systems to varying degrees as required (e.g., unit, capacity, or failover testing, etc.)
  • Conduct technical research to analyze existing programs for deficiencies or areas that can be improved.
  • Identify options for potential solutions and assessing them for both technical and business suitability.
  • Partner with other technical staff, (e.g., networking, telecom, application development, etc.) to ensure connectivity and compatibility between systems.
  • Draw up specific proposals for modified or replacement programs.
  • Research, plan, install, configure, troubleshoot, maintain, and upgrade vendor software.
Project Coordination –
  • Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s).
  • Update project plan as necessary.
  • Monitor progress of tasks ensuring all deadlines are met as scheduled.
  • Provide management with status reports detailing status and timelines.
  • Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file.
Problem Resolution –
  • Proactively oversee the activities involved in quality resolution of problems related to area of responsibility.
  • Respond with a sense of urgency to problems escalated to employee's level.
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
  • Place the highest priority on providing quality customer service by ensuring the unique needs of customers are met.
  • Ensure quality resolution and thorough and accurate documentation of customer issues.
  • Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
  • Participate in creating, administering, and continuously updating procedures for resolution of all related issues.
Team Interfaces/Customer Service –
  • Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
  • Cooperate with team members to meet goals or complete tasks.
  • Provide quality customer service that exceeds customer expectations and improves level of service being provided.
  • Treat all internal/external customers, team members and department contacts with dignity/respect.
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Azure Network Engineer

Industry:

Banking / Financial Services

Employment Period:

August 2022 to November 2023 (14 Months)

Duties and Responsibilities:

  • Perform daily monitoring operation and support.
  • Assist in analysing, assigning, and escalating support calls • Provide remote technical support to 100+ clients.
  • Provide continuous patch updates and maintain IT hygiene.
  • Conduct monthly review of incidents and service requests to analyse and recommend improvements in quality.
  • Administer SharePoint, Azure AD, Intune, Teams and MS365
  • Troubleshooting Windows / Mac Desktops and Laptops
  • Security systems (Sophos, Zoho Vault)
  • MSP Tools (RMM, N-Able)

IT Support Engineer Grade II

Industry:

Healthcare / Medical

Employment Period:

May 2012 to August 2017 (63 Months)

Duties and Responsibilities:

  • Administration of LAN / WAN, Windows Server 2000/2003/2008, Print Servers and Lotus Notes Servers.
  • IT related inquiry and desktop support (PC/Notebook, Printer and Copier Machine, etc.)
  • Antivirus patches update, clean up and validation of PCs.
  • IT equipment/consumable inventory management/replenishment. IT store/server room housekeeping.
  • Multiple Hospital Software (VI & SAP) installation and updates maintenance
  • Backup/restoration of database and backup tape management
  • Administration of network infra and servers, and user account creation for: Lotus Notes; External Email; Active Directory; Buffalo server; CRM Web Update and backup
  • Windows Active Directory configuration, maintenance, and monitoring. Email ID management.
  • Develop and maintain standard operating procedures. Procurement Orders and Invoice management
  • Support users on desktop settings, emails, printers, and office applications.
  • Maintain IT inventory and keep track of changes in the network.
  • Complete installation of Windows. Configuration, deployment, and maintenance
  • Conduct training every month to St. Luke’s Hospital staff to answer questions and to share knowledge to address simple IT matters to minimize delays in support response.
  • Mobile device email setup
  • Documentation of server management and other IT systems.
  • Network and Wi-Fi maintenance.

T2 NOC System Engineer

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

January 2022 to November 2024 (33 Months)

Duties and Responsibilities:

  • Tier 2 Service Desk: Resolve escalated support tickets for customers via both phone and email, along with proactive support for monitored environments.
  • Working experience supporting all current Microsoft Windows Operating Systems (Windows 10, Windows Server 2016, 2019)
  • Working experience supporting various hardware technologies including PCs, Servers, Printers, etc.
  • Working experience supporting Cloud technologies including Office 365, Intune, and Azure AD, etc.
  • Working experience supporting in Active Directory, PowerShell, Scripting, etc.
  • Working experience supporting remote access technologies including Citrix, RDS, VPN, etc.
  • Experience supporting and troubleshooting of TCP/IP, endpoint security, DNS, DHCP, etc.
  • Continue to expand knowledge and experience gaining expertise in various technologies.
  • Experience with 2-factor authentication (Microsoft/Google Authenticator, DUO)
  • Security systems (SIEM, Sentinel One, Threat Locker)
  • Backup solutions (Datto, Veeam, VMware, Axcient)
  • MSP Tools (N-Central, N-able, RMM, SolarWinds)

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

March 31, 2005

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Windows Azure, Microsoft Active Directory, Windows Administration, Windows Server Administration, Microsoft Windows Server, SolarWinds, X Window System, Windows Server, Windows applications, VMware,

INTERMEDIATE ★★

    MySQLMicrosoft SQL Server

Work at Home Capabilities:

  • Internet Bandwidth: Between 5mbps to 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/16357178343
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: DELL
  • Processor: 11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz 1.38 GHz
  • Operating System: Windows 11

All-inclusive Rate: USD $21.14/hr

Mark

Candidate ID: 523663

Systems Networking and Administration System Administrators Server Administrators IT HelpDesk Specialists

ADVANCED

    Microsoft SQL Server 2012, Microsoft SQL Server, ITIL Process, Microsoft Active Directory...

INTERMEDIATE

    Oracle...

Median Rate

$21.14

$23.72

if $1 = PHP52

$29.71

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Eastern Standard Time US Eastern Standard Time UK London
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 21.14 per hour or $USD 3664.22 per month

Remote Staff Recruiter Comments

Oliver has an associate degree in Computer Systems & network technology. He has been working for 10 years in the BPO and IT industries supporting both Australian and US clients. He has handled different roles such as Senior Cloud Site Reliability Engineer, Technical Application Support Engineer, Service Operations Analyst L2 (NOC & Desktop Support), and L3 System Administrator. He has acquired both ITIL Foundation Certification and Microsoft Certified Windows 7 Certification. His expertise is in line with infrastructure and databases. He has performed the following tasks:
  • Maintaining, restoring, and doing back-ups for the database
  • Handling application support in the US under a Financial account
  • Support exchange servers and office365 set-up
  • Supporting end-users issues with Active Directory, company servers, backup & restore messaging, and security software installation under the workstation
One of the highlights of his career was when he was given a commendation along with his other teammates when they handled and solved a complex issue of their client. 
He is proficient in using the following tools/software:
  • Windows Servers (2008, 2012, 2022)
  • SQL Management Studio
  • Windows 7, 10 & 11
  • Office365
  • Active Directory
  • Azure Active Directory
  • Hyper-V & VMware
  • Microsoft Office 
  • ServiceNow
  • Oracle
He needs 2 weeks' notice to start
He is amenable to working on a dayshift schedule for any full-time role. 

Predictive Index Behavioral Profile- Collaborator

Strongest Behaviors
  • Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
  • Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
Behavioral Summary

Oliver is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

Oliver is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.





 

Employment History

Customer Service Assistant

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2002 to December 2003 (15 Months)

Duties and Responsibilities:

  • Provision of support and services to and for the planholder, which shall include, but not limited to, policy issue, policy service, collections, data encoding and planholder reception
  • Undertaking of related and other tasks as may be assigned
  • Assist the Customer Service Officer and Customer Service Manager in attending the planholders

Sales Consultant

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2003 to May 2004 (5 Months)

Duties and Responsibilities:

  • Required to perform and pursue the highest possible level in the categories of sales production, continued education, responsibility and team commitment and morals and ethics
  • Deliver high quality and accurate presentations to all qualified persons who enter the Sales Center
  • Encourage prospects to acquire a plan and complete the gross contract price to the best of my ability
  • Fully complete and endorse to proper personnel all necessary documentation that is required to produce a policy
  • Secure quality referrals from all planowners who wish to participate in the referral program
  • Consistently follow-up on pending accounts until my clients have completed the total initial deposit and required paperworks
  • Maintain the production standards that are set by the company

ESC Agent

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

May 2005 to April 2006 (10 Months)

Duties and Responsibilities:

  • Handle supervisor / escalated calls in a timely manner.
  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers

Senior L2 TSR

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

November 2006 to September 2009 (34 Months)

Duties and Responsibilities:

  • Provide advanced troubleshooting like malware removal, wireless networking, internet and email set-up, Microsoft office products, Windows XP and Vista setup and configuration
  • Security software deployment to client’s workstation
  • Provide consistent, high quality service and accurate information to customers.
  • Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.
  • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
  • Escalate problems when unable to make proper determination.
  • Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.
  • Log customer contacts.

Senior Consultant / L2 SME

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2009 to September 2012 (36 Months)

Duties and Responsibilities:

 
  • Handle supervisor / escalated calls in a timely manner.
  • Helping customers with basic configuration and installation of certain security software (purchased separately by Customer); setup virus scan and personal firewall.
  • Peripheral Installation and “How-to” Support
  • Help install popular printers, cameras, mice and keyboards; troubleshoot common issues.
  • Spyware and Virus Diagnosis and Removal troubleshooting. Security software deployment to client’s workstation
  • Provides support for Smart Phones (Iphone, Nokia, Blackberry, HTC), Gaming Consoles (XBOX360, Wii, PS3), Digital Camera, Digital Camcorder.
  • Provides assistance and troubleshooting on Internet connectivity issues; DSL cable, filters, Modems and Routers; Operating Systems (Windows 7, MS Vista, MS XP)
  • PC optimization
  • Delete, modify and back up registry files, address Windows registry and control panel issues, add registry entries.
  • Provides Software installation and “How to” Support
  • Helping customers from UK with installation and how to setup common software applications, including how-to support for common Microsoft and Adobe Applications
  • Operating System(OS) Installation and Support
  • Help installing, upgrading and setting up Windows 7, Windows Vista™ and XP operating systems. Help with re-installations to resolve spyware or virus issues. Help with OS maintenance and “how to” questions. 

L3 System Administrator

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

October 2012 to June 2014 (20 Months)

Duties and Responsibilities:

  • Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
  • Supports and Managed Companies Servers, Backup and Restore, Microsoft Exchange Server, MS Messaging
  • Patching of Servers
  • Assists the end-user with the installation of hardware drivers and applications remotely.
  • Walk through the end-user in connecting to the company's Virtual Private Network(VPN)
  • Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
  • Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
  • Security software deployment to client’s workstation

Retention Support III

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2014 to February 2015 (7 Months)

Duties and Responsibilities:

  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers.
  • Assist Team Leader in doing reports

Senior Service Desk Escalation (L2)

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

June 2015 to September 2016 (15 Months)

Duties and Responsibilities:

  • Handle escalation calls
  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
  • Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
  • Main task is to log and escalate tickets to the correct support group.
  • Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
  • Assists the end-user with the installation of hardware drivers and applications remotely.
  • Walks the end-user in connecting to the company's Virtual Private Network(VPN)
  • Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
  • Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
  • Doing procurement of products needed by the client
  • Assist Team Leader in doing reports

Service Operations Analyst L2 ( NOC & Desktop Support)/ POC

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

September 2016 to December 2017 (15 Months)

Duties and Responsibilities:

  • Experience with MS Suite (Ad, Exchange etc) with strong knowledge of desktop operating systems, MS Office and Citrix understanding
  • Supports Exchange Servers, MS Messaging, Office 365 set up and troubleshooting
  • Security software deployment to client’s workstation
  • Experience operating a Service Desk/ Help Desk software management tool 
  • Strong understanding of file share permissions and group policy 
  • Capability to work on multiple competing customer needs with flexibility and professionalism 
  • Ability to recognize when an issue requires escalation to other members of the team
  • Familiar with standard LAN, WAN, IPT and Wireless connectivity
  • Knowledge & experience of working with Microsoft Windows and machine imaging
  • Knowledge & experience working with remote tools, System Monitoring and Video Conferencing management
  • Asset Management. Audit of hardware peripherals. Procurement of products.
  • Monitor system alerts on a daily basis
  • 2nd in line when Team Leader is not around.

Technical Application Support Engineer / Point of Contact

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

February 2018 to August 2021 (42 Months)

Duties and Responsibilities:

  • Provide professional application and technical support & consultation to clients of D+H Payment products, typically banks or major corporations
  • Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
  • Provide guidance, training and mentorship for support staff of all levels
  • In-depth training for new staff
  • Ongoing training for staff of all levels
  • Create training materials and training plans for future and current staff
  • Assist with day-to-day team coordination as a backup to management
  • Create and maintain documentation pertaining to daily operations of the group
  • Work collaboratively with customers’ and D+H technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors
  • Work assigned cases through the full case management life cycle
  • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
  • Help other staff work their cases to resolution in the same fashion
  • Cases are accessible internally and by D+H clients.
  • Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
  • Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
  • Install and maintain test environments for support of the group
  • Participate in and often lead infrastructure changes that relate to Payment products
  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications D+H sells
  • Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications

Senior Cloud Site Reliability Engineer

Industry:

Consulting (IT / Science / Engineering & Technical)

Employment Period:

October 2021 to September 2023 (23 Months)

Duties and Responsibilities:

  • Troubleshoot complex problems, provide software fault diagnosis, resolve operational issues, and performance bottlenecks; Collaborate with Global SRE, Product Delivery, Product Engineering, and Customer Care teams in delivering a true Cloud SaaS experience to our customers 24x7
  • Ensure consistent service availability by monitoring our environments’ stability and performance using the right metrics and tooling; Perform day-to-day product operations like provisioning new customers, creating databases & schemas, database restores, configuring applications, patch management, and systems administration.
  • Incident and Problem Management
  • Execute incident response plays, lead major incident bridges, and participate in post-incident review process for incident prevention
  • Develop and manage automation to reduce manual processes and tasks to realize operational efficiencies
  • Drive capacity planning by monitoring system resource utilization, errors, and alerts trends
  • Document system architectures, systems configurations, and technical operational processes and policies
  • Work within one of our 24x7 schedules (Sunday – Thursday or Tuesday – Saturday) and shifts (morning, mid, or night)
  • Participate in maintenance activities and on-call rotations as required
  • Execute disaster recovery plans and report on metrics related to those activities, or those which may be required, requested, or entrusted to me by my supervisor from time to time.

CSR

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2004 to March 2005 (9 Months)

Duties and Responsibilities:

  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers.
  • Provide enhanced directory assistance which includes business listings and residential listings.

Education History

Field of Study:

Finance/Accountancy/Banking

Major:

ACCOUNTING

Graduation Date:

January 1, 2001

Located In:

Philippines

License and Certification: :

N/A

Field of Study:

Computer Science/Information Technology

Major:

COMPUTER SYSTEMS & NETWORK TECHNOLOGY

Graduation Date:

January 1, 2002

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Microsoft SQL Server 2012, Microsoft SQL Server, ITIL Process, Microsoft Active Directory,

INTERMEDIATE ★★

    Oracle

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: 461.06 (download), 319.14 (upload)
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: Acer
  • Processor: Core I5
  • Operating System: Windows 11

All-inclusive Rate: USD $13.41/hr

ROELLIAM

Candidate ID: 509478

Systems Networking and Administration System Administrators Server Administrators Network Administrators

ADVANCED

    System Administration, Linux System Administration, Networking, Microsoft Server Administration...

INTERMEDIATE

    Project Management, Mac OS...

Median Rate

$13.41

$14.84

if $1 = PHP52

$18.17

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Part Time Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time Hawaii Standard Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 13.41 per hour or $USD 1162.10 per month

Full Time: $USD 13.41 per hour or $USD 2324.19 per month

Remote Staff Recruiter Comments

Roe is a graduate of Computer Engineering and has been working for 17 years now. He is a Microsoft Certified Professional since 2006. He has been connected to different industries like Education, IT Consulting, BPO, Banking, and Human Resources Consulting. He has already handled different roles which include working as a Senior System Administrator, Security Test Analyst, Systems Engineer, Remote Desktop Support Engineer, Technical Support Engineer, and Infrastructure Engineer. He has prior experience supporting US and Australian clients via phone, email, chat, and remote sessions. He has advanced skills in System Administration and server and network security. He is also adept doing the following tasks:
  • Supporting and maintaining AWS Infrastructure
  • Does comprehensive support on client systems like web servers, FTP server, and Active Directory server/domain
  • Maintaining cloud networking of AWS
  • Handles the PCI compliance or security area
  • Research on how to enhance the system/cloud infrastructure of the client
  • Troubleshoot switch platforms and functionalities
  • Analyze logs and reports in Azure
  • Adhere to and remediate security risks and threats
  • Providing level 2 security support for the servers, desktops, and the users
  • Monitoring of Windows Citrix and  virtual machine servers
  • Deploying routers, edge switches, firewalls, and the cabling
  • Handling deployment of wifi connectivity\
He has acquired certification in Linux System Administration. 
He is proficient in using the following: 
  • IIS7&8
  • JIRA
  • Postman
  • Reetro, MigrationWiz
  • GoDaddy
  • DigiCert
  • Twilio
  • MailStore,
  • MXToolbox
  • Citrix
  • Windows Active Directory
  • TimeDoctor
  • Cloudyn
  • CloudFlare
  • SCCM,
  • HP OVCM
  • ServiceDesk Ticketing System
  • RequestIT
  • Airwatch
  • Remote Desktop,
  • BlackBerry Exchange Server
  • VMWare
  • VSphere
  • HP Device Manager
  • Mainframe
  • RightFax
  • Zoom
  • Skype
  • 8x8
  • TeamViewer
  • Siemens PABX
  • I/O Block termination
  • Avaya IP
  • AWS
  • Microsoft Azure
  • Microsoft Office 365
  • MSQL
  • BladeLogic servers
  • Windows9x/NT/2010/XP/Vista/10
  • Windows Servers
  • Linux (Redhat, Bitnami)
  • Mac OS
He needs to render 4 week's notice
He is amenable to working the dayshift schedule for both full-time and part-time roles.

Predictive Index Behavioral Profile- Controller

Strongest Behaviors
  • Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
  • Proactivity in driving to reach goals while moving at a faster-than-average pace. Inquisitive about the world.
  • Eager for results, drive is for swift implementation. Works best in fast-paced environments offering a variety of activities, rather than routines.
Behavioral Summary

Roe is a self-disciplined, conscientious person who will develop a high degree of expertise and skill in a specialized job. Has the drive to get things done right and in accordance with established standards of accuracy and quality.

A conservative and analytical person who respects traditional organizational values. Reserved, serious, and thoughtful about everything to be done, is a no-nonsense worker who worries about getting things exactly right. Never superficial, will make sure that he knows what he is talking about before speaking. Needs a lot of certainty and structure in his work so that it meets very high, specific quality standards.



 

Employment History

COMPUTER TECHNICIAN / COMPUTER INSTRUCTOR

Industry:

Education

Employment Period:

September 2004 to May 2006 (20 Months)

Duties and Responsibilities:

  • Working closely with other teaching and school staff.
  • Encouraging classroom discussions between pupil’s.
  • Teaching all areas of the school computer curriculum. 
  • Responsible for desktop support including assembly, installation, troubleshooting and maintenance.
  • Subject teacher in computer subjects.
  • Assists in desktop troubleshooting and setting dial-up internet connection.  Pioneer the LAN installation in Computer Laboratory.

TECHNICAL SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2008 to September 2009 (11 Months)

Duties and Responsibilities:

  • Responsible for desktop support for approximately 900+ users.
  • 24/7 IT on call support and monitors stability of the systems and network infrastructure. 
  • Responsible for providing level 2 technical support for desktop, laptops, telephone sets, printers, operating system, and office automation software and applications to all internal users.
  • Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users.
  • Document and track changes in any installation, movement, and repair of IBM, Lenovo, Dell and HP desktops. Printers such as HP Laser Jet M3035X5, HP Laserjet 2300n and HP Business inkjet 1100. Telephone sets such as AVAYA phones and headsets.
  • Document and track changes in the logistics supply of IT equipment/apparatus Appointed as POC (Point-ofContact) in IT assets or IT equipments inventory for PBCom IBM-Daksh.
  • Coordinate IT equipments with other vendors for purchasing and resolving IT-related issues.
  • Handle team/s for any tasks/projects assigned.

INFRASTRUCTURE ENGINEER / ASSOCIATE SYSTEMS ENGINEER

Industry:

Employment Period:

August 2006 to June 2008 (22 Months)

Duties and Responsibilities:

  • Configuring of Fortigate firewall such as block or unblock certain websites, create new policy routes, remote pre/post-installation and configuration of firewalls, filtering web contents, upgrading firmware versions, investigate any network slowdown in relation with the firewall and creation of vpn tunnel. Network troubleshooting and support both wired and wireless.
  • Implementation of Wifi Network Project through the configuration of 3Com 8760 Access Points, S3600 H3C POE Edge switches, H3C S7500, AR28-12 Router and Fortigate300A Firewall. Installation and configuration of H3C Quidview Network Management System. On-site support for Firewall, LAN and Wifi Network.
  • Planning, installation and implementation of WIFI network using 5 Linksys Wireless Access Points (WAP54G)
  • Continuation of the implementation of its network system. Basic Configuration and testing of 12 Cisco Express 500 switches. Assisted DILG IT personnel for the migration of the old network to its new network. Basic Configuration of Cisco 2851 Router and Cisco 2000 Series Wireless LAN Controller. Basic configuration Cisco Aironet 1010
  • Designed and implemented the Wifi Project using 4 units of 3Com 7760 Access Points and 40 units of 3Com OfficeConnect Wireless 54 Mbps 11g Compact USB Adapters.
  • Configuration of H3C-AR28-12 H3C S7500 Layer 3 Switch and H3C S3600 switches Router in Trinoma Mall. Installation and basic configuration of H3C Quidview Network and Management Software. Troubleshooting of merchants’ POS/LAN connectivity both Layer 1 and Layer 2.
  • As an IT Support, Proficient in using REMEDY (SRS) ticketing system, network routing and protocols, Cisco configurations, network management and Level 1 configuration of PBX (Hi-Path Siemens 4000). Deployment of desktops and peripherals. Perform troubleshooting and complex hardware and/or software upgrades or malfunctions at the desktop level. Making hardware recommendations to solve various business problems, and implementing solutions.

REMOTE DESKTOP SUPPORT ENGINEER

Industry:

Banking / Financial Services

Employment Period:

February 2010 to May 2011 (15 Months)

Duties and Responsibilities:

  • Reviewing, resolving and escalating issues of incident tickets queues for any related remote desktop issues/problems for Beryl Project.
  • Remote desktop issues include Operating systems such as Windows NT, XP, and Vista, Microsoft Office 2000, 2003 and 2007, MS Communicator 2003, Windows IE, HPOVCM, and other Citibank desktop applications
  • Used VMware technology for remote desktop support and troubleshooting.  Provisioning, managing and monitoring of VMware machines/desktops via VSphere, Citrix and Microsoft Active Directory.
  • Deploying software applications via Active Directory and software manager such as HP OVCM.
  • Monitor and update security patches of anti-virus application for desktops. 
  • Supporting users using remote tools and through calls.
  • 12/7 shifting schedules.

SYSTEMS ADMINISTRATOR

Industry:

Human Resources Management / Consulting

Employment Period:

April 2012 to November 2015 (43 Months)

Duties and Responsibilities:

  • IT EUC Tier 2 security support which involves assigning and issuing of RSA tokens, activating and troubleshooting VPN connections. Primary point person in administrator rights removal project. Creation of BTrust rules for local machines. 
  • IT EUC Tier 2 Mobility support which involves troubleshooting of software and hardware for iPhone, iPad, Android phones and Blackberry phones issued by ADP. Provisioning for both BES (Blackberry Enterprise Server) and AirWatch are also performed. Coordinating purchasing requests of mobile phones through Ariba.
  • IT EUC Tier 2 Exchange support works closely with the Exchange Engineering team with regards to ASD escalations, BES, Outlook 2007/2010 and Lync. 
  • Creating applications access such as Mainframes, Clarify, Rightfax and other in-house and 3rd party apps.
  • Monitoring Windows, Citrix and VM servers alerts and perform troubleshooting if needed, if not, proper escalation follows.
  • Software provisioning for Citrix and VM desktops using HPOVCM, SCCM and Active Directory.
  • Remote technical support for networking, telephony and servers from US counterpart.
  • Citrix and VM desktop for Philippines associates where in ticketing system is a required process of support.
  • Perform validation testing with internal engineering and clients.

SYSTEMS ENGINEER

Industry:

Employment Period:

August 2011 to February 2012 (6 Months)

Duties and Responsibilities:

  • IT technical support in Head Office. Managing desktops, servers and network systems.
  • Coordinating and managing vendors for hardware and software specifications and costing.
  • Design, collaborate and implement large-scale BPL technology and IT systems.  Pre-sales and post-sales support for projects handled.

SECURITY TEST ANALYST

Industry:

Human Resources Management / Consulting

Employment Period:

November 2015 to August 2018 (33 Months)

Duties and Responsibilities:

  • Provide subject matter expertise with reference to web application and vulnerability testing procedures.
  • Provide expertise and experience in information and data collection systems; data acquisition; web exploitation technologies; web analysis/evaluation attack processes and systems dissemination methods and tools.
  • Demonstrate and maintain current knowledge of industry trends and technologies.
  • Responsible for performing or assisting with configuring, integrating, supporting and administering all information security operations including application, database, desktop, network, server, remote device, network access and web security.
  • Taking full responsibility for delivering projects and collaborate with larger teams as necessary ▪ Penetration testing of web applications
  • Risk assessment of vulnerabilities and vulnerability reporting
  • Internal trainings to teammates about current procedures and technical tasks and projects
  • Development of internal tools useful for penetration testing
  • Leading projects related to security application and security test analyses Security compliance procedure
  • Consults with management and reviews project proposals to determine goals, time frame, funding limitations, procedures for accomplishing project, and allocation of resources.
  • Utilizes industry-accepted project management principles and firm-established project management tools and processes to direct project teams in the definition, planning and execution of complex long-term projects crossing multiple disciplines and geographies.
  • Utilizes industry-accepted methodologies and processes to bring projects in on schedule, within budget, and to the customer's requirements.

SYSTEMS ADMINISTRATOR

Industry:

Employment Period:

August 2018 to October 2019 (14 Months)

Duties and Responsibilities:

  • Provide troubleshooting, monitoring and reporting Switch Platform functionalities and issues example in Microsoft occupancy stores monitoring and coordination.
  • Provide analytical logs and reports in Azure including security recommendation reports.
  • Configuring Azure notification alerts
  • Responsible for performing or assisting with configuring, integrating, supporting and administering all Azure services operations including virtual servers/machines, databases, functions, and monitoring services.
  • Taking full responsibility for delivering projects. 
  • Penetration security testing of web servers.

SENIOR SYSTEMS ADMINISTRATOR–TEAM LEAD

Industry:

Employment Period:

February 2019 to January 2022 (35 Months)

Duties and Responsibilities:

  • Handles and manages the team for the overall System Infrastructure and IT support.
  • Coordinating with multiple departments and managers to establish quality standards.
  • Reviewing and analyzed existing systems and performed proof of concept to suggest a solution to improve the IT services.
  • Maintain and administer clients AWS IT infrastructure, including cloud servers, networks, applications software, and all configurations.
  • Create, modify and delete accounts on various online platforms used by clients. Managing application settings as requested – Microsoft O365, 8x8 VOIP Platform Provides back-end support and maintenance for Amazon Web Services-hosted systems, as used by clients.
  • Provides back-end support and maintenance for clients’ websites such as deployments in productions servers.
  • Responsible for creating, troubleshooting and managing DNS and SSL using GoDaddy and CertifyTheWeb.
  • Plan, coordinate, and implement network and server security measures in order to protect data and software.
  • Monitor the performance of server systems and networks, and to coordinate Systems Analysts about network and servers access and use.
  • Design, configure, and test AWS/Cloud technologies and recommend changes to improve systems and network configurations. Determine server and network systems requirements related to such changes.
  • Determines root cause for IT issues that arise and develop practical, efficient, and permanent technical solutions.
  • Remains current on new technologies; evaluate and make recommendations as necessary
  • Responsible in documenting any IT-related procedures, guidelines, processes and knowledgebase documents.
  • Responsible also for Level 1,2 and 3 Support and taking initial Incident tickets, monitoring, performing and providing initial troubleshooting.
  • Designing and enhancing processes like Identity Access Management, provisioning of server-based infrastructure and vulnerability scanning from UAT to Production environments.
  • Keep updated in latest security threats and attacks and provide solutions in securing IT infrastructure through vulnerability scanning and remediation. Recommending and implementing security solutions for endpoint devices. Responsible for the security of IT Assets of clients

Education History

Field of Study:

Engineering (Computer/Telecommunication)

Major:

Computer Engineering

Graduation Date:

January 1, 2004

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    System Administration, Linux System Administration, Networking, Microsoft Server Administration, Remote Desktop Administration, Atlassian JIRA, AWS, Office 365, Citrix Environment, SQL Azure, Windows Azure,

INTERMEDIATE ★★

    Project ManagementMac OS

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/15004640754
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: Dell Inspiron 14 7000
  • Processor: Intel Core i7 – 7500U CPU 2.70GHZ
  • Operating System: Windows 10

All-inclusive Rate: USD $9.54/hr

ALBERT

Candidate ID: 502180

Customer Support IT HelpDesk Specialists Technical Support Specialists Phone Support Agents

ADVANCED

    Bomgar, Windows Azure, Citrix, Avaya...

INTERMEDIATE

    ServiceNow...

Median Rate

$9.54

$10.40

if $1 = PHP52

$12.40

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Part Time Full Time
Preferred Timezone:
Australian Western Standard Time Australian Eastern Standard Time Australian Central Standard Time New Zealand Daylight Time Hawaii Standard Time Alaska Standard Time US Pacific Standard Time US Mountain Standard Time US Central Standard Time US Eastern Standard Time UK London
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 9.54 per hour or $USD 827.09 per month

Full Time: $USD 9.54 per hour or $USD 1654.17 per month

Remote Staff Recruiter Comments

  • Albert has an extensive 12-year career in the BPO industry, spending 7 years as a Service Desk Analyst and 5 years as a Technical Support Representative, handling telecommunications and insurance accounts. He specialized in assisting customers from the United States and Australia. Notably, Albert's long-standing commitment to his previous employers led to him becoming a trusted expert in his field. He also took on the role of training new staff members to help them succeed.

  • Albert is adept at performing the following tasks:

    • Customer Assistance (support for both software and hardware systems)
    • Ticket queue management
    • Troubleshooting includes network password reset 
    • Issue Resolution (providing step-by-step instructions via call, chat, or remote access)
    • Email  management
    • Creation of support documentation and training materials
    • IT operations
  • He is proficient in using tools such as Bomgar, ServiceNow, MS 365, MS Azure, VMWare, Avaya, Citrix, and Zendesk.
  • In terms of his administrative expertise, he possesses proficiency in MS 365, MS Intune, ServiceNow, VMware, and Active Directory.
  • He has received training in Business Process Modeling (BPM) and Business Process Improvement (BPI), and holds certification in Information Technology Infrastructure Library (ITIL Version 3)
  • Albert is available to start immediately and is amenable to working any shift for any full-time or part-time position.

Predictive Index Behavioral Profile - Scholar

Strongest Behaviors

  • Detail-oriented and precise; follow-through is deep and literal to ensure tasks are completed in accordance with quality standards.
  • Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
  • Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.

Behavioral Summary

Albert is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough, and very focused on their responsibilities. Albert is always sincere and cautious, he thoughtfully weighs multiple options before making a decision. He thinks through not only the options, but also the implications of those options, the possible implementation problems, and solutions to those problems. Given his keen analytical mind and desire to make the right decision the first time, he will rely heavily on his knowledge and experience when making decisions, and will thoroughly research when he feels he needs additional knowledge.

Employment History

Technical Support Representative

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2009 to March 2014 (57 Months)

Duties and Responsibilities:

  • Responded to incoming customer calls regarding order inquiries and trouble reports.
  • Provided comprehensive support for Voice, Data, and Video services and features within the fiber and copper network.
  • Conducted analysis and isolation of trouble conditions, creating and organizing trouble reports.
  • Utilized in-depth knowledge of communication and networking components to assist customers with service support and equipment configuration.
  • Delivered technical and industry information clearly and professionally to diverse audiences.
  • Maintained flexibility in working hours to meet the business needs.

Servicedesk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2014 to October 2021 (85 Months)

Duties and Responsibilities:

  • Successfully maintained the seamless operation of technology and applications for both internal and external users.
  • Provided first-level support for hardware and software issues, including laptops, desktops, printers, and mobile devices.
  • Ensured timely and accurate resolution of service calls, prioritizing exceptional customer care.
  • Logged and managed technical issues in the ServiceNow ticket tracking system.
  • Monitored and managed the North American Service Desk Mailbox and work queues.
  • Collaborated with second-level support for complex incidents as needed.
  • Contributed to the creation and maintenance of support documentation and training materials.
  • Managed network and application password resets in adherence to company policies.
  • Issued company service bulletins to inform users of software and hardware outages.
  • Assisted in the review of Service Desk calls and tickets, reporting any process inefficiencies to management.
  • Participated in special projects and duties related to Service Desk operations.

Virtual Assistant

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2023 to January 2024 (4 Months)

Duties and Responsibilities:

  • Handling various applications such as Samsung KNOX Portal, Zendesk, Dial Pad, O365 applications, DOMO, TherapyBoss Hub/Portal, Active Directory, Staffing tool, and Mondays.com.
  • Effectively resolved Zendesk tickets, provided real-time solutions for Dialpad/Zendesk cases, and efficiently managed emails and schedules.
  • Contributed to documenting processes for Samsung KNOX, assisted in asset management, and ensured timely DOMO report submissions.
  • Facilitated team meetings, aided in project planning, and handled diverse tasks with confidentiality and adaptability.

Education History

Field of Study:

Education/Teaching/Training

Major:

Secondary Education

Graduation Date:

January 1, 2006

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Bomgar, Windows Azure, Citrix, Avaya, Microsoft Active Directory, Office 365, VMware, Service Desk, Troubleshooting, Remote Troubleshooting, Phone Support, Customer Service, IT Technical Support,

INTERMEDIATE ★★

    ServiceNow

Work at Home Capabilities:

  • Internet Bandwidth: Between 5mbps to 100mbps
  • Working Environment: Private Room
  • Speed Test Result: Download: 96.48, Upload: 106.28
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: Lenovo
  • Processor: Intel Core i7
  • Operating System: Windows 11

All-inclusive Rate: USD $11.48/hr

Paul

Candidate ID: 501412

Systems Networking and Administration System Administrators Network Administrators IT HelpDesk Specialists

ADVANCED

    VoIP, Telephone Skills, Networking, System Administration...

INTERMEDIATE

    Microsoft Exchange Server, Microsoft SharePoint, Office 365, MS Teams...

Median Rate

$11.48

$12.62

if $1 = PHP52

$15.28

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time Part Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 14.38 per hour or $USD 1245.85 per month

Full Time: $USD 11.48 per hour or $USD 1989.18 per month

Remote Staff Recruiter Comments

Paul is a graduate of Information Technology. He has almost 5 years of professional experience handling different roles which include Technical Support Engineer, Technical Helpdesk Analyst, IT Service Desk Analyst, Corporate Helpdesk Engineer, and M365 Consultant within the IT and BPO industries. He has advanced skills in Technical support (Desktop, network, and Telephony level), cyber security, and threat intelligence. He has attended various training to hone his skills and has acquired multiple Certifications like:
  • Six Sigma White Belt 
  • Information Security Awareness 
  • Foundation Level Threat Intelligence Analyst 
  • Fundamentals of Quantum Computing 
  • Ethical Hacking Essentials 
  • Digital Forensics Essentials
  • Network Defense Essentials
  • Technical Support Fundamentals
  • Official ISC2 Certified in Cybersecurity (CC)
  • Veeam Backup for Microsoft 365
  • Oracle Cloud Infrastructure 2022 Foundations Associate
With his years of experience, he has already handled the following tasks:
  • Providing level 1 to 3 technical support via phone, email, chat, and remote session
  1. Level 1 Technical support (password reset, fixing unable-to-log-in issues, a simple restart of the computer, printer issues, minor configuration, etc.)
  2. Level 2 Technical Support (creation of more than 5 users, escalations, autopilot, troubleshooting, etc.)
  3. Level 3 Technical Support (incident management, network down, major outages, attending to multiple technicians, optimizing network performance, etc.)
  • Handles ticket requests and efficiently utilizes existing documentation, training & resources
  • Part of the UAT (User Assistance Team), doing the hardware setting up like internet connectivity, VLANs, configuration, etc. 
  • Systems administration and networking (beginner to intermediate)
  • Supporting and maintaining Windows servers (2016 and 2019) & Desktops
  • Supporting Citrix end-user support, a virtualized environment like Hyper-V, and an Azure cloud environment   
He has experience supporting clients from Japan, the US, and Australia with their technical issues
One of his major accomplishments at work is when he was promoted twice from being a Technical Support Engineer to Senior Technical Support Engineer all the way up to Service Desk and Incident Management. 
He is proficient in using the following tools:
  • Remote Access (LogMein, Anydesk, Bomgar, and Quick Assist)
  • Ticketing tools (ServiceNow, Jira, Salesforce, and Siebel)
  • Active Directory
  • Microsoft 365
  • VoIP
He can start after 30 days notice and is amenable to working any shift schedule for Full-time roles. 

Predictive Index Behavioral Profile- Altruist

Strongest Behaviors
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
  • Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavioral Summary

Eager to be sure that things are done exactly right, Paul follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. His sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.

In general, Paul is a cautious and careful person, respectful of company authority and traditions, a specialist who avoids risk and uncertainty by taking care to do things properly, working within the company’s formal organizational structure.



 

Employment History

Technical Support Engineer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

November 2017 to August 2019 (21 Months)

Duties and Responsibilities:

• Responsible for ensuring the efficiency and workability of computer equipment and peripherals by identifying and resolving hardware and software problems reported to the ticketing system in support of the company's operations
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for problem resolution Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client's satisfaction
• Coordinates with the Technical Support Supervisor and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Technical Support Group Supervisor Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
• Corresponds with and generates reports for the group with all regard for style and language. Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures that services provided comply with the company's external and/or customer standards such as ISO, BS7799, SEICMM, COPC, HIPAA, etc.

Technical Helpdesk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2020 to August 2020 (6 Months)

Duties and Responsibilities:

• Troubleshoots hardware, software, and network problems via phone support.
• Uses technical resources and knowledge of information systems to ensure resolution.
• Identifies, isolates and investigates user questions.
• Briefs customers and management on the status of resolution efforts.
• Coordinates and forwards issues by appropriate escalation procedures and personnel.
• May provide occasional functional and technical guidance to less experienced staff.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• Works under limited supervision to provide professional helpdesk service through quick processing and prioritization.
• Performs all other duties as assigned

IT Service Desk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2020 to April 2021 (5 Months)

Duties and Responsibilities:

• Basic computer knowledge to troubleshoot desktop, laptop and answer support queries via phone, email, chat, and Web
• Excellent communication skills required as you will work in International Voice Support
• Managing Data and implementing changes, providing employees/Clients with guidance in handling difficult or complex problems or in resolving complaints.
• Respond in a timely manner to service issues, requests, and take care of complete operations.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Provide support, including procedural documentation & relevant reports
• Support the rollout of new applications, manage many open cases at once, and provide accurate information on IT products or services

Corporate Helpdesk Engineer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2021 to February 2023 (21 Months)

Duties and Responsibilities:

• Monitor, optimize network performance and provide user support
• Provide first level contact and convey network resolutions to corporate customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Walk customers through problem-solving process
• Utilize excellent customer service skills and exceed customer's expectations
• Make informed decisions about a wide range of complex business and technical issues

Application Support Engineer (M365 Technical Consultant)

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2023 to June 2023 (4 Months)

Duties and Responsibilities:

• Provide "white-glove" support to Microsoft customers but not limited Partners, SMB and consumers, with FQR (First Quality Resolution) goal in mind.
• Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Teams, Yammer etc.
• Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.
• Report to QM, Cluster Lead &/or Geo Leads, any management or technical opportunities
• Build relationship to create, reinforce, motivate, and guide customers and partners
• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
• Leverage collaboration support tools and processes to expedite resolution of customer issues
• Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.

L2 Helpdesk Support Oficer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2023 to May 2024 (10 Months)

Duties and Responsibilities:

  • Provide comprehensive IT support services, responding to and resolving service tickets within SLAs.
  • Monitor and address alerts and notifications from remote system monitoring tools, ensuring prompt resolution.
  • Offer technical support for various systems and technologies including Retail POS, Windows, Servers, Exchange/O365, SQL, and Navision/Dynamics.
  • Collaborate with external vendors to maintain stable services and uphold high-level cybersecurity practices.
  • Contribute to technical documentation creation and assist team members with escalated issues.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

January 2, 2013

Located In:

Philippines

License and Certification: :

N/A

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

April 1, 2017

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    VoIP, Telephone Skills, Networking, System Administration, Hardware Troubleshooting, Remote Access, Incident Management, Service Desk,

INTERMEDIATE ★★

    Microsoft Exchange ServerMicrosoft SharePointOffice 365MS Teams

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/16083527003
  • Internet Type: Fiber
  • Hardware Type: Desktop
  • Brand Name: Dell
  • Processor: Intel Core i5 6th Gen
  • Operating System: Windows 10

All-inclusive Rate: USD $10.99/hr

ADRIAN

Candidate ID: 465462

Systems Networking and Administration IT HelpDesk Specialists

ADVANCED

    Technical Support, Microsoft Office, Network Troubleshooting, Microsoft SharePoint...

INTERMEDIATE

    Data Analysis, VoIP, Google Business Solutions, Web Design...

Median Rate

$10.99

$12.07

if $1 = PHP52

$14.56

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 10.99 per hour or $USD 1905.43 per month

Remote Staff Recruiter Comments

  • Yan has more than 7 years of work experience within Construction, IT/BPO industries.
  • He has expertise in: 
    • Technical Support
    • Helpdesk Support
    • Network Troubleshooting
  • He was able to support multiple clients from US from on-boarding to off-boarding. Provided Level 1-3 support, troubleshoot software, hardware and network issues 
  • He also developed intranet sites, created Power BI reports and integrate the ticketing system using PowerBI.
  • Adept in using the following tools/software:
    • MS Office 365 (Sharepoint, Azure, Exchange, Sway, PowerBI)
    • Zoho
    •  Autotask Datto RMM
    • WordPress
    • Zoom
  • He is available to start immediately. 
Predictive Index Behavioral Profile - Operator
https://www.predictiveindex.com/reference-profile/operator/

Strongest Behaviors:
  • With an ability to concentrate on the task at hand, is generally more focused on the technical matters than the social ones. Consistent and thoughtful.
  • Works at a relatively steady pace; best working with familiar processes, environments, and co-workers.
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.

Behavioral Summary:

Will focus on the details of the work and will handle them with somewhat better than average accuracy. In work involving repeated contact with people, Adrian Arnel will be pleasant, agreeable, and supportive. Derives satisfaction from helping others and likes to feel part of a secure team.

Employment History

REMOTE IT HELP DESK TECHNICIAN

Industry:

Employment Period:

August 2020 to December 2021 (16 Months)

Duties and Responsibilities:

  • Document, Track, and escalate service tickets
  • Perform desktop and laptop support tasks, such as issues, application installation and configuration, and applying user-level settings
  • Configures and Support Internal and external networks
  • Develops and maintain all system application, security and network configuration Install, configure, maintain and troubleshoot PC hardware and software and provide user level technical support on applications and off the shelf Microsoft products Microsoft Office 365 Administrator/Developer: Sharepoint, Azure, Exchange, Sway, Power BI, Teams Monitor trouble tickets system and respond to all trouble reports within established goals

IT HELPDESK SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

November 2014 to July 2017 (32 Months)

Duties and Responsibilities:

  • Network Administration Asset Management and Procurement End-user(Clients & Agents)
  • Technical Support Telephony, Remote Desktop Support PC Server Software & Hardware Installation and Troubleshooting Support Microsoft Applications Computer setup for multiple clients/accounts

TIER II REMOTE IT SUPPORT SPECIALIST TO SENIOR IT SUPPORT TECHNICIAN

Industry:

Employment Period:

January 2022 to October 2022 (9 Months)

Duties and Responsibilities:

  • Provides resolution escalated service tickets
  • Works with clients to evaluate and solve technical problems
  • Configures and Support Internal and external networks
  • Develops and maintain all system application, security and network configuration.
  • Microsoft Office 365 Administrator/Developer: Sharepoint, Azure, Exchange, Sway, Power BI, Teams Maintain and Administer Multiple Tenant MS Office 365 admin center Recommends upgrades, patches and new application and equipment Support enterprise MFPs such as Xerox, Kyocera, Fuji, Brother, Canon and HP Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.
  • Other supported applications: Zoho, DUO, and iDrive, Webroot Ticketing System: Autotask Datto RMM

CAR SALES ASSOCIATE

Industry:

Automobile / Automotive Ancillary / Vehicle

Employment Period:

January 2018 to September 2019 (20 Months)

Duties and Responsibilities:

  • Understands automobiles by studying characteristics, capabilities, and features.
  • Cultivates buyers by maintaining rapport with previous customers and suggesting trade-ins
  • Turns customers into buyers by matching them with their ideal car.
  • Demonstrates vehicle features and takes customers on test drives.
  • Demonstrates automobiles by explaining warranties and services.
  • Closes sales by overcoming objections, asking for sales, negotiating prices, and completing sales and purchasing contracts.
  • Provides sales management information by completing reports. S

MATERIALS CONTROL CLERK TO IT SUPERVISOR

Industry:

Construction / Building / Engineering

Employment Period:

June 2012 to November 2013 (17 Months)

Duties and Responsibilities:

  • Network and Database Admin Database and Web Development using wordpress and Microsoft Access
  • Impement Policy and Procedures documentation
  • Support Computer hardware/software and printers
  • Files and System Data bakcup daily
  • Export/Import MS Access database from each project site of the company and upload to the central database
  • Perform weekly back-up operations ensuring all required database On-boarding and Off-boarding Employee Process

TECHNICAL SUPPORT REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

November 2013 to May 2014 (6 Months)

Duties and Responsibilities:

  • Respond to technical service inquiries from customers in a timely fashion
  • Develop product knowledge to serve as a technical resource to the Domestic and International sales teams
  • Efficiently analyze customer issues and provide logical solutions through phone, chat and remote PC
  • Develops and maintains accurate and up-to-date user and system documentation regarding computer related issues
  • Performs other related duties as required to support Company objectives
  • Troubleshoots computers systems and performs virus and malware removal
  • Respond to any error in the system and find ways to solve and correct any problem existing.

TECHNICAL SUPPORT REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2014 to October 2014 (3 Months)

Duties and Responsibilities:

  • Efficiently analyze customer issues and provide logical solutions through phone and remote PC Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
  • Troubleshoots system and network problems and diagnosing and solving hardware.
  • Maintains documentation, performance tuning; troubleshooting network problems; escalating problems to vendor, utilization, throughput, good-put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls or software faults.
  • Assists or facilitates setting up of new users’ accounts and profiles and dealing with password issues. Create group/user policies within active directory.
  • Provides coaching and assistance to subordinates.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Computer Science

Graduation Date:

March 2, 2012

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Technical Support, Microsoft Office, Network Troubleshooting, Microsoft SharePoint, Computer Troubleshooting,

INTERMEDIATE ★★

    Data AnalysisVoIPGoogle Business SolutionsWeb DesignWeb Development

Work at Home Capabilities:

  • Internet Bandwidth: 15 Mbps
  • Working Environment: Private Room
  • Speed Test Result: Download: 7.53, Upload: 12.79
  • Internet Type: Fiber
  • Hardware Type: Desktop
  • Brand Name: Acer
  • Processor: i7
  • Operating System: Windows 10

All-inclusive Rate: USD $12.93/hr

David

Candidate ID: 432568

Virtual Assistant IT HelpDesk Specialists SEO Specialists Digital Marketers

ADVANCED

    Service Desk, Technical Support, Competitor Analysis, Copywriting...

INTERMEDIATE

    Email Marketing...

Median Rate

$12.93

$14.29

if $1 = PHP52

$17.45

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time Alaska Standard Time US Pacific Standard Time US Mountain Standard Time US Central Standard Time US Eastern Standard Time UK London
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 12.93 per hour or $USD 2240.44 per month

Remote Staff Recruiter Comments

David is a Senior Digital Marketing Specialist with over six years of hands-on experience specializing in media buying, performance marketing, and full-funnel digital campaign management. Throughout his career, he has worked primarily with marketing agencies, managing up to 30 client accounts simultaneously across a wide range of industries including e-commerce, real estate, mortgage, lifestyle, and service-based businesses. His experience spans both agency and direct-client environments, supporting businesses across the USA, UK, Australia, Canada, Singapore, and China.

He has extensive expertise in Meta Ads and Google Ads, handling the entire campaign lifecycle—from market research, competitor analysis, strategy development, campaign setup, optimization, reporting, and scaling. David also brings a broader digital marketing background with experience in website development, CRO, SEO, automation, CRM management, email marketing, and analytics, making him a well-rounded performance marketer.


Skillset

Media Buying & Performance Marketing

  • Meta (Facebook & Instagram) Ads
  • Google Ads
  • LinkedIn Ads
  • TikTok Ads
  • Full-cycle campaign planning, execution, optimization, and reporting
  • Budget management (managed monthly ad spend up to USD 20,000)
  • Campaign scaling and performance optimization
  • A/B testing (ad creatives, copy, and bidding strategies)
  • ROAS, CTR, CPA, CPC, and conversion analysis

Digital Marketing

  • Lead Generation
  • E-commerce Marketing
  • Conversion Rate Optimization (CRO)
  • Email Marketing
  • Social Media Management
  • Basic SEO (On-page SEO)

Analytics & Tracking

  • Google Analytics
  • Google Tag Manager
  • Google Merchant Center
  • Conversion Tracking
  • Audience Behavior Analysis

Website & Funnel Development

  • WordPress
  • Shopify
  • Wix
  • Funnel Creation
  • Landing Page Optimization

CRM & Marketing Automation

  • GoHighLevel
  • Klaviyo
  • Marketing Automation
  • Email Workflows

Creative & Design

  • Canva
  • Banner and Ad Creative Development
  • Graphic Design for Paid Campaigns

Research & Competitive Analysis

  • SEMrush
  • SpyFu
  • Keyword Research
  • Competitor Analysis

Client & Account Management

  • Multi-account Management (up to 30 accounts)
  • Performance Reporting
  • Agency Collaboration
  • Direct Client Communication with CEOs and Business Owners

 


Summary of Work Experience

David has accumulated more than six years of experience in digital marketing, with his entire career focused on media buying and paid advertising across Meta and Google Ads. Working primarily within marketing agencies, he has managed multiple client portfolios simultaneously, supporting businesses from various international markets including the United States, United Kingdom, Australia, Canada, Singapore, and China.

His responsibilities cover the complete media buying process, beginning with understanding the client's business objectives, conducting competitor and keyword research, planning campaign strategies, preparing ad creatives and copy, launching campaigns, monitoring daily performance, optimizing underperforming campaigns, and reporting on key marketing metrics. He regularly tracks KPIs such as ROAS, CTR, CPA, and conversion performance to ensure campaigns achieve their objectives.

In addition to paid advertising, David has experience in website development using WordPress, Shopify, and Wix, along with conversion rate optimization, email marketing, CRM automation through GoHighLevel, Google Analytics, Google Tag Manager, Merchant Center management, SEO, and social media marketing. His broad technical knowledge enables him to support the entire customer acquisition funnel rather than focusing solely on paid traffic.

One of his notable accomplishments includes managing a monthly advertising budget of approximately USD 20,000 for a large China-based e-commerce company. He also shared that he has achieved campaign results of up to 18x ROAS, with lead generation performance varying based on budget and market conditions. Throughout his agency career, he has handled as many as 30 active client accounts while maintaining campaign performance across multiple industries.

  • David has been working for more than 6 years. He took up a Bachelor of Science in Information Technology and started his career as an IT Support. Eventually, he ventured to remote work where he specialized in digital marketing. He worked with a number of offshore clients engaging in various industries where he proficiently performed the following:
    • Digital Marketing 
    • Running paid campaigns in Facebook, and Google 
    • Lead generation
    • Customer Service
    • Digital advertising and marketing
    • Traffic monitoring and analysis
    • Social media marketing and management
    • API development
    • Software and IT support
    • Competitor analysis
    • Email marketing
  • He has a year of on-page SEO experience.
  • He had already managed and set up campaigns for lead generation, brand awareness, and sales conversion 
  • He had handled multiple accounts and has managed budget around 
    • 2000 USD for Google Ads 
    • 450 USD for Facebook Ads 
  • He used applications and tools like
    • Google Workspace
    • Google Tag Manager
    • Google Data Studio
    • Meta Ads
    • Microsoft Standard and 365
    • Microsoft Teams
    • Slack
    • WordPress
    • Salesforce
    • Klaviyo
    • MailChimp
    • Amazon
    • Shopify
    • GoHighLevel
    • Hubspot
    • Social media platforms such as FB, LinkedIn, and Pinterest.
    • SemRush 
    • Ahrefs 
    • Spyfoo
    • Canva
    • Capcut
    • Vismio 
  • Fond of upscaling, he attended online courses and training where he received numerous certificates. Below is the list of certificates he possesses:
    • Google
      • Google Analytics Individual Certification
      • Google Ads - Measurement Certification
      • Google Ads - Search Certification
      • Google Ads - Display Certification
      • Google Ads - Video Certification
      • Google Ads - Shopping Certification
      • Google Ads - Aps Certification
      • Google My Business
    • HubSpot
      • HubSpot Academy SEO Certified
      • Social Media Certified
      • Content Marketing Certified
      • Digital Advertising Certified
      • Friction Sales Certified
      • Sales Enablement Certified
      • Email Marketing Certified
      • Inbound Marketing Certified
      • Inbound Sales Certified
    • TikTok
      • Ads Manager 101
  • He can start immediately and is willing to work on any shift, either part-time or part-time.

Predictive Index Behavioral Profile - Scholar

Strongest Behaviors

  • Strongly formal and reflective; a cool, sometimes withdrawn person who’s often deep in thought. Very skeptical of new people, requires substantial “proof” to build trust in someone.
  • Extreme precision, sometimes perfectionistic; strong follow-through to ensure tasks are completed exactly in accordance with quality standards.
  • Nearly exclusive focus on technical, rather than social issues. Very disciplined, specific thinking about what needs to be done, how to do it perfectly, and how to avoid pitfalls. Makes and checks an execution plan that is followed literally.
Behavioral Summary

David Joseph is a serious, introspective person and an analytical and disciplined thinker. Careful, thorough and very focused on their responsibilities.

David is reserved and will generally express himself in a factual, direct, and succinct manner. A conscientious person, his approach to the work is systematic, methodical, and well organized, based on thorough knowledge of, and respect for “the book”. Working with factual, technical or detailed information, he’ll produce carefully thought-out work of high quality and precision. Whether doing work himself, or delegating to others, follow up is close to ensure high-quality results.

Employment History

Search Engine Marketing Specialist

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

October 2022 to June 2023 (7 Months)

Duties and Responsibilities:

Strategically optimized a $50,000 USD ad spend across 12 client portfolios utilizing Google Search, Shopping, and Performance Max campaigns, consistently delivering a 4x ROAS for e-commerce stores while driving high-quality lead generation. Advanced Analytics & Tracking Deployment: Set up comprehensive web tracking by linking websites to Google Tag Manager, using UTM parameters and GA4 Data-Driven Attribution to stop ad platforms from double-counting and ensure every conversion is accurately credited. Built multi-step Zapier workflows that instantly capture new form submissions, filter data into Google Sheets, trigger automated SMS/email follow-ups, and sync booking calendars to maximize speed-to-lead and conversion rates. Designed and delivered automated weekly and monthly performance dashboards using Google Looker Studio, providing clients with crystal-clear visibility into ROI, KPIs, and campaign progress. Conducted targeted keyword research and competitor analysis for low-competition opportunities, driving a 20% increase in organic search visibility within the first 3 months. Performed comprehensive site audits using Google Search Console and Semrush to fix broken links and crawl errors, successfully raising the overall website health score by 10%.

Executive Marketing Assistant

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

November 2021 to December 2022 (12 Months)

Duties and Responsibilities:

Multi-Channel Ad Execution & Budget Management: Strategized, launched, and managed a $1000/month advertising spend across Meta and Google Ads, consistently delivering a 3.5x ROAS and scaling qualified customer acquisition. Architected end-to-end web tracking by connecting Store Website via Google Tag Manager, utilizing custom UTM parameters and GA4 Data-Driven Attribution to eliminate multi-channel double-counting and ensure 100% accurate conversion credit. Designed and deployed automated cart-abandonment email sequences via Mailchimp, successfully recovering 12% of lost checkout revenue from high-intent customers. Partnered closely with Landing Page Designers and Graphic Designers to launch high-converting landing pages and ad creatives, resulting in a 20% improvement in Ad Click-Through Rates (CTR). Analyzed detailed user behavior blueprints using Google Analytics and Microsoft Clarity session recordings, extracting key insights that drove a 15% increase in website conversion rates. Formulated and executed a high-impact 4x-a-week content and posting schedule tailored for Brand Awareness, Audience Engagement, and Lead Retention, resulting in a 15% growth in organic reach and consistent multi-platform brand positioning. Proficiently handle incoming calls, emails, and inquiries, prioritizing and responding on behalf of the executive while maintaining strict confidentiality in dealings with suppliers and customers. Designed and executed end-to-end operational workflows for both front-of-house and back-of-house teams, reducing service bottlenecks and increasing daily order fulfillment efficiency. Spearheaded procurement logistics, inventory forecasting, and vendor negotiations; successfully controlled food costing and minimized resource wastage while maintaining strict quality standards. Arrange travel logistics, including flights, accommodations, and itineraries, for efficient trips of the CEO. Stay up to date with the latest marketing trends.

Service Desk/Helpdesk Specialist

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2015 to September 2021 (73 Months)

Duties and Responsibilities:

Enterprise Technical Support: Provided multi-channel Tier 1 & 2 technical support via phone, email, and chat; diagnosed and resolved complex software, hardware, and network connectivity issues for global end-users. User Identity & Access Management: Managed user credentials, email profiles, and security permissions within Active Directory (AD) and Microsoft 365 environments, handling password resets and access provisioning. Network & VPN Troubleshooting: Supported remote workforces by troubleshooting VPN connectivity issues, secure remote desktop access, and internet configuration protocols to ensure minimal business downtime. System Deployment & Imaging: Assisted in computer hardware provisioning and software deployment, utilizing enterprise deployment tools to perform operating system imaging and configuration updates. Incident Escalation & Telephony Operations: Managed ticket life cycles and queues under strict Service Level Agreements (SLAs) using enterprise tools like Cisco Finesse and Avaya, executing proper escalation paths to Tier 3 engineering teams when necessary. Technical Documentation & Peer Mentoring: Authored internal knowledge-base articles to streamline issue-resolution efficiency, while conducting peer-coaching and technical nesting support for onboarding team members.

Marketing Assistant

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

October 2023 to April 2024 (5 Months)

Duties and Responsibilities:

Spearheaded the strategic management of a $100K+ ad budget across Google and Meta, scaling e-commerce brands to a 4x–20x ROAS while boosting high-quality lead generation by 25%. Reconstructed and optimized Google Merchant Center accounts, resolving critical data sync and disapproval issues to increase approved products by 90% while achieving an average 4% click-through rate (CTR) in Google Shopping search results. Advanced Tracking & Attribution Engineering: Built end-to-end web tracking via Google Tag Manager and GA4 Data-Driven Attribution, leveraging custom UTM tracking to eliminate ad platform double-counting and secure 100% accurate conversion data. Utilized Semrush to conduct competitor gap analysis and identify high-intent, long-tail keywords, developing a strategic content plan that drove a 20% increase in organic search visibility. Structured and published SEO-optimized blog content, precisely configuring H1-H3 tags, meta descriptions, and strategic internal links to maximize crawlability and organic click-through rates. Monitored website health via Google Search Console, proactively auditing and resolving indexing issues, crawl errors, and sitemap conflicts to maintain peak site architecture. Monitored organic traffic and keyword rankings using GSC and GA4 to drive data-backed content optimizations.

Marketing Assistant

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

August 2024 to November 2024 (2 Months)

Duties and Responsibilities:

Spearheaded the strategic management of a $100K+ ad budget across Google and Meta, scaling e-commerce brands to a 4x–20x ROAS while boosting high-quality lead generation by 25%. Reconstructed and optimized Google Merchant Center accounts, resolving critical data sync and disapproval issues to increase approved products by 90% while achieving an average 4% click-through rate (CTR) in Google Shopping search results. Advanced Tracking & Attribution Engineering: Built end-to-end web tracking via Google Tag Manager and GA4 Data-Driven Attribution, leveraging custom UTM tracking to eliminate ad platform double-counting and secure 100% accurate conversion data. Utilized Semrush to conduct competitor gap analysis and identify high-intent, long-tail keywords, developing a strategic content plan that drove a 20% increase in organic search visibility. Structured and published SEO-optimized blog content, precisely configuring H1-H3 tags, meta descriptions, and strategic internal links to maximize crawlability and organic click-through rates. Monitored website health via Google Search Console, proactively auditing and resolving indexing issues, crawl errors, and sitemap conflicts to maintain peak site architecture. Monitored organic traffic and keyword rankings using GSC and GA4 to drive data-backed content optimizations.

Digital Marketing Specialist

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

June 2023 to August 2026 (37 Months)

Duties and Responsibilities:

Executed and optimized multi-channel Meta and Google Ads campaigns, strategically launching targeted funnels to drive high-quality lead generation while maintaining strict budget efficiency. Engineered end-to-end web tracking across digital storefronts via Google Tag Manager, deploying custom UTM parameters and GA4 Data-Driven Attribution to eliminate multi-channel double-counting and secure precise conversion tracking. Managed and optimized Shopify storefronts and GoHighLevel landing pages, strategically segmenting user experiences for cold, warm, and hot audiences to directly maximize conversion potential. Engineered GoHighLevel workflows for instant inbound lead capture and automated CEO calendar scheduling, while synchronizing contact data with Klaviyo to execute targeted email remarketing campaigns and eliminate lead leakage. Designed and dispatched targeted Klaviyo email nurturing sequences and produced direct-response ad creative (copy, photos, and videos) to immediately capture audience interest and drive list engagement.. Built and delivered weekly performance dashboards using Google Looker Studio, translating complex cross-channel metrics into clear, actionable ROI insights for stakeholders.

Google Ads Specialist

Industry:

Advertising / Marketing / Promotion / PR

Employment Period:

April 2023 to February 2026 (33 Months)

Duties and Responsibilities:

Architected and scaled omni-channel ad campaigns from inception to a $20K-50K monthly spend, executing daily optimizations that drove e-commerce sales up to a 14x ROAS and slashed lead gen CPA by 25%. Audited competitor ad strategies and high-volume keywords across E-commerce and B2B markets, building rock-solid campaign structures while continuously A/B testing ad copies, audiences, and creatives to capture a bigger market share. Linked multi-channel ads straight to GoHighLevel (GHL) to turn traffic into qualified appointments and sales, automating contact tagging, SMS/email nurturing, and native calendar bookings that consistently hit a 20% conversion rate. Improved ad Quality Scores from an average of 6/10 to 9/10 by aligning search intent with high-relevancy Assets, directly lowering average Cost-Per-Click (CPC) and boosting E-commerce ad delivery efficiency. Monitored historical campaign data to implement precise audience bid modifiers (+30%) on top-performing In-Market segments and e-com purchasers, forcing algorithms to prioritize hot buyers over cold traffic. Local Lead Generation & Store Traffic: Managed Google Local Services Ads (LSA) and optimized clients' Google Business Profiles, driving a 50% surge in direct phone calls, local customer leads, and physical store visits. High-Converting Funnels & E-com Landers: Built and designed GoHighLevel sales funnels and high-converting landing pages from scratch, mapping layouts and checkout/form placements that improved visitor-to-lead/buyer conversion rates by 15%. Set up clean contact tagging and advanced CRM segmentation inside GHL, running targeted email and SMS retention blasts for cart abandoners and new leads that secured a 22% higher open rate. Leveraged clients' first-party CRM data and E-commerce purchase history to build Custom Intent and Lookalike audiences, significantly lowering customer acquisition costs (CAC) across all platforms. Developed and deployed customized GHL Snapshots (complete with pre-built e-com/lead gen funnels, workflows, and pipelines) to centralize agency assets, ensuring a seamless, automated onboarding experience for new accounts.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

May 21, 2015

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Service Desk, Technical Support, Competitor Analysis, Copywriting, Customer Support, eCommerce, Google Tag Manager, Google Data Studio, Google Analytics, Google AdWords, Bing Ads, Social Media Management, Administrative Support, Facebook Ads, CRM, WordPress, Social Media Marketing, Social Media Optimization, Google Merchant,

INTERMEDIATE ★★

    Email Marketing

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/12660124401
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: MSI
  • Processor: Intel Core i5 12th Gen
  • Operating System: Windows 11

All-inclusive Rate: USD $10.51/hr

John

Candidate ID: 370975

Systems Networking and Administration Network Administrators IT HelpDesk Specialists Technical Support Specialists

ADVANCED

    Customer Service...

INTERMEDIATE

    Technical Support...

Median Rate

$10.51

$11.51

if $1 = PHP52

$13.84

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 10.51 per hour or $USD 1821.68 per month

Remote Staff Recruiter Comments

  • John started his career as a Network Engineer in 2006.
  • He eventually grew into the IT world where he handled multiple roles including IT Technical Account manager, I.T Desktop and Application Support, and a Technical Account Representative.
  • He has the following certifications:
    • Avaya and Avaya OneX Training
    • Cisco and HP Switches
    • Microsoft Training and Seminar for BPO IT Professionals
  • He has experience in Desktop/Hardware troubleshooting, Software/Application troubleshooting, Network Monitoring and Server Administration and Operation for Windows and Linux.
  • He is ready to start immediately.
Predictive Index Behavioral Profile - Collaborator 

Strongest Behavior
  • Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
  • Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavioral Summary

John Michael is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

He is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.

Employment History

IT SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

March 2018 to April 2020 (24 Months)

Duties and Responsibilities:

  • Managed all Technical issues and conducted troubleshooting efforts for Windows and MAC computers/devices.
  • Resolve our customers' technical issues by providing real-time support accurately for our clients through phone, chat and email.
  • Remotely diagnose and resolve support requests utilizing ConnectWise Automate (Formerly LabTech), and other available tools. 
  • Troubleshoot server and desktop issues on AWS (Amazon Web Services) Environment.
  • Administer Windows domain account issues, including GPO, AD and user password changes.
  • Remotely support VPN, desktops, laptops, PDA, peripherals, printers and resolve requests using remote tools.
  • Documents all end-user interactions in the ConnectWise Manage system. Ensure client support tickets are resolved in a fast and professional manner and comply with Service Level Agreements

IT REMOTE SUPPORT

Industry:

Computer / Information Technology (Software)

Employment Period:

September 2017 to March 2018 (6 Months)

Duties and Responsibilities:

  • Managed all Technical issues through ConnectWise and conduct troubleshooting efforts with the use of LabTech Software Control Center.
  • Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
  • Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
  • Troubleshoot server and desktop issues on AWS (Amazon Web Service) Environment.
  • Administer Windows domain account issues including GPO, AD and user password changes.
  • Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
  • Documents all end-user interactions in our customers in our ConnectWise system
  • Log any issues and document resolutions
  • Build strong relationships with Client Services and Team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to Agreed Service Level Agreements
  • Identify any training/knowledge needs for clients and colleagues
  • Provides consultancy to further improve IT infrastructure

IT-TECHNICAL ACCOUNT MANAGER

Industry:

Computer / Information Technology (Software)

Employment Period:

May 2016 to September 2017 (16 Months)

Duties and Responsibilities:

  • Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
  • Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
  • Support on desktops, laptops, PDA's, Smart Phones, and other peripherals.
  • Administer Windows domain account issues including GPO, AD and user password changes.
  • Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
  • Documents all end-user interactions in our customers in our ConnectWise system
  • Log any issues and document resolutions
  • Build strong relationships with Client Services and Team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Identify any training/knowledge needs for clients and colleagues
  • Provides consultancy to further improve IT infrastructure

ENTERPRISE WIRELESS NETWORK SERVICES OPERATIONS GLOBAL TEAM LEAD

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2015 to May 2016 (8 Months)

Duties and Responsibilities:

  • Responsible for managing all technical aspects of a company’s relationship with its customers
  • Client-facing role that requires me to work on both strategic long term and short term plans and projects.
  • Responsible for the Technical Account Management of a portfolio of clients.
  • Maintains Standard Operating Environment and Documentation Build.
  • Build strong and positive relationships with clients at various levels
  • Build and document knowledge about the clients business and technical setup
  • Project manage and document all technical projects carried out with clients
  • Actively play a part in ensuring financial targets are reached
  • Log any issues and document resolutions
  • Build strong relationships with Client Services team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Feedback any important client information to Client Services Team
  • Identify any training/knowledge needs for clients and colleagues

IT-TECHNICAL ACCOUNT MANAGER

Industry:

Construction / Building / Engineering

Employment Period:

August 2009 to September 2015 (73 Months)

Duties and Responsibilities:

IT-Technical Account Manager | October 2014 to September 2015
  • Responsible in Managing the Enterprise Wireless Team based in Fluor Cebu Site
  • Responsible in making sure that all Wireless Related requests, concerns, and issues are being taken care of by anyone from the Enterprise Wireless Team.
  • Architectural Review Board Co-Approver of all Wireless and Network designs for implementation.
  • Handles the Team that supports 3079 Devices for APAC, Southeast Asia, Europe, and US locations.
  • Technical Design Review Board co-approver for all Wireless Network Design proposal and implementation.
  • Streamlining processes and standard procedures for the Enterprise Wireless Team.
  • Document all critical information, procedures, and reports.
  • Present all form of Reports for the Enterprise Wireless Team to the upper Management.
Site IT Lead POC | July 2014 to September 2014
  • Responsible for managing all technical aspects of a company’s relationship with its customers
  • Client-facing role that requires me to work on both strategic long term and short term plans and projects.
  • Responsible for the Technical Account Management of a portfolio of clients.
  • Maintains Standard Operating Environment and Documentation Build.
  • Build strong and positive relationships with clients at various levels
  • Build and document knowledge about the clients business and technical setup
  • Project manage and document all technical projects carried out with clients
  • Actively play a part in ensuring financial targets are reached
  • Log any issues and document resolutions
  • Build strong relationships with Client Services team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Feedback any important client information to Client Services Team
  • Identify any training/knowledge needs for clients and colleagues
  • Prepare and perform training of clients and colleagues
Desktop Support Associate Technician | August 2009 to November 2014
  • Maintenance of IT Equipment and Infrastructures.
  • Dedicated I.T. Support for several Telstra Line of Businesses
  • Provide internal support for Desktop, Applications and Network issues.
  • Conduct testing and implementation of new applications intended for production use.
  • Proactively checked issues for troubleshooting and preventive measures.
  • Manages Active Directory and Microsoft Exchange Servers
  • Manages File and Print Servers
  • Batch File and VB Scripting
  • Monitoring of Companies I.T. Assets
  • Maintaining and Updating of Standard Operating Environment and Scope of Work documentation

TECHNICAL SUPPORT REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2008 to August 2009 (8 Months)

Duties and Responsibilities:

  • Handles all Technology related concerns and IT Infrastructure concerns for Cebu eBloc II Site.
  • Handles the Technical training and Process orientation
  • Compliance of Technology related items such as maintenance of Active Directory, SEP [Anti-Virus], Wireless Security, Systems Configuration Center Management clients, Hardware Inventory, Software Updates, Standard Operating Environment.
  • Maintains the documentation builds of all Line of Businesses.
  • Coordinates with Account Managers, Network Team, Server Operations, and System Administrators.
  • Implementing Request for Change.
  • Represents the Site Technology in Bridge Meeting, Client Meeting, and CLT meetings.
  • Provides Weekly Technology related reports to Local Technology Team.
  • Provides Weekly Tickets Assessment to the upper management.

SYSTEM SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2008 to September 2008 (1 Months)

Duties and Responsibilities:

  • Provide support to AT&T High Speed Internet customers through phone and remote access troubleshooting.
  • Troubleshoot reported Internet Connectivity Issues via phone or Remote Desktop
  • Troubleshoot reported Email Issues
  • Troubleshoot reported Virus and other supported Desktop Issues
  • Answers inquiry about AT&T Products
  • Handles escalated issues from Tier 1 support group

NETWORK SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2006 to May 2008 (25 Months)

Duties and Responsibilities:

  • Provide support to global customers through real time messaging, email and phone and remote access troubleshooting efforts.
  • Handles deployment of Java application to production and test servers.
  • Maintain and troubleshoots servers and applications issues.
  • Proactively monitoring the business infrastructures through Nagios, MON, Cacti, MRTG and real-time alerts.
  • Direct hands-on experienced in Bea Weblogic, Toad for Oracle, WinCVS, Java Eclipse, VMWare, SunXVM’s Virtual Box, PC Anywhere, Radmin, and VNC and RT (Request Tracker) .
  • Handles OpenSource Projects under different OS distributions.
  • Monitors Network, Hardware and Software Issues via Network Monitoring Tool

I.T. Cloud Support Administrator

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2019 to January 2022 (27 Months)

Duties and Responsibilities:

  • Provide remote support for all technical issues related to Atria Software.
  • Conduct QA testing of Atria software pre-releases  
  • Implementation of fresh install Atria software to clients on-prem servers
  • Conduct side by side upgrade of existing Atria software with customers
  • Create documentation related to Atria software and commonly encountered issues

I.T. Service Desk Analyst

Industry:

Computer / Information Technology (Software)

Employment Period:

February 2022 to November 2023 (20 Months)

Duties and Responsibilities:

  • The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues.
  • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems .
  • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources.
  • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients
  • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required
  • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction.
  • Proactively alert management of escalations or potential service disruptions and assist as needed
  • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction.
  • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups.
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations.
  • Facilitate the acquisition, configuration and installation of hardware and software for customers.
  • Contribute to the development of an internal knowledge base.
  • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices

IT Helpdesk Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2024 to May 2025 (15 Months)

Duties and Responsibilities:

  • 2nd Level information systems services problem resolution: problem definition, research, and resolution.
  • E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection issues, spam, etc.
  • Proficient in Active Directory / Windows Terminal Service
  • Strong in Vmware / Hypervisor
  • Good Knowledge of Office 365 / Cloud solution
  • Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 & 11, Windows 2012/16/19
  • Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring, RMM
  • Windows 2012/2016 Exchange 2016
  • TCP/IP protocol, firewall, security, and firewall and troubleshooting
  • Perform network audit reports
  • Contribute to Research and Development projects
  • Able to manage Disaster recovery for clients (AD, FileServer, etc.)

Education History

Field of Study:

Engineering (Electrical/Electronic)

Major:

Electronics and Communications Engineering

Graduation Date:

April 1, 2005

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Customer Service

INTERMEDIATE ★★

    Technical Support

Work at Home Capabilities:

  • Internet Bandwidth: 25 Mbps
  • Working Environment: Private Room
  • Speed Test Result: Download: 5.17, Upload: 27.81
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: ACER
  • Processor: Aspire A315
  • Operating System: Windows 10

All-inclusive Rate: USD $13.41/hr

Paulito

Candidate ID: 367973

Systems Networking and Administration System Administrators IT HelpDesk Specialists

ADVANCED

    Linux Administration...

INTERMEDIATE

    Network Administration...

Median Rate

$13.41

$14.84

if $1 = PHP52

$18.17

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
US Eastern Standard Time Australian Eastern Standard Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 13.41 per hour or $USD 2324.19 per month

Remote Staff Recruiter Comments

  • Paul has been working as an IT professional for more than 20 years.
  • He is involved in monitoring cloud servers and  resolving system issues.
  • He is maintaining cloud and virtual servers such as Azure, AWS and VMware.
  • He has experience in installing, configuring and setting up XenServers and Vicidial Servers.
  • He install and configure Asterisk PBX, Set up and configure firewall, Video Conference, Cisco Router and Switch Management.
  • He handled installation on new, or updated existing VMWare, Linux, and Windows servers.
  • He also installed, configured, and maintained asset management applications and systems.
  • He handled customer's technical issues and communicate with them via email, phone and ticketing system 
  • He has certifications with:
    • Microsoft Certified Azure Fundamentals dated September 29, 2020.
    • Certified cPanel/WHM Professional Since March 2021
  • He can Start ASAP.
Predictive Index Behavioral Profile - Artisan
www.predictiveindex.com/reference-profile/artisan/

Strongest Behavior
 
  • Private, serious, introspective, and reserved. Takes time to connect to and trust new people.
  • Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
  • Works at a steady, unwavering pace; most comfortable with familiar processes, environments, and co-workers. Doesn’t easily change.
Behavioral Summary
 

Paulito is thoughtful, disciplined, and particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within their area of expertise. Works at a steady, even pace, leveraging their background for the betterment of the team, company, or customer.

With experience and/or training, they will develop a high level of specialized expertise. Serious and dedicated to the job and the company. Their work pace is steady and even-keeled, and they’re motivated by a real concern for getting work done thoroughly and correctly. Discipline and circumspect thinking will lend caution to their decision-making; Paulito plans ahead, double checks, and follows up carefully on decisions and actions.
 


 

Employment History

Linux System Administrator

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2021 to September 2022 (9 Months)

Duties and Responsibilities:

  • Handled ITIL processes and associated ITSM, Monitoring, Datadog, and service portals for Incident
  • Handled installation on new, or updated existing VMWare, Linux, and Windows servers.
  • Handled installation, configuration, and maintains asset management applications and systems.
  • Handled customer's technical issues and communicate with them via email, phone and ticketing system
  • Handled Installation, configuration, maintenance, and solving errors for content management systems including, WordPress, Wiki’s, CRM, WHM/cPanel, Netmas, Radius, and TheDude.
  • Handled Cloud servers via GCP, Azure, Alibaba, and AWS.

Technical Support Staff

Industry:

Others

Employment Period:

November 2003 to March 2004 (3 Months)

Duties and Responsibilities:

  • Maintain the POS computers and printers.
  • Install different kinds of Operating System.
  • Install PC Hardware peripherals.
  • Maintain network connectivity
  • Troubleshoot POS programs using Delphi 5 and Database Explorer.

Technical Operator

Industry:

Electrical & Electronics

Employment Period:

June 2004 to June 2006 (24 Months)

Duties and Responsibilities:

  • Troubleshoots DSLAM Package.
  • Troubleshoots ATUR connection.
  • Conduct Electrical Testing.
  • Conduct PWB repair and PWB soldering.

Manufacturing Technician

Industry:

Manufacturing / Production

Employment Period:

June 2006 to October 2011 (64 Months)

Duties and Responsibilities:

  • Maintaining equipment, participate in team efforts of producing quality products on time at the lowest possible cost and in continuous development program to enhance our operations.
  • Operate and run the following machine: Laser Ablation, Washer, Auto inspection, Dicing, Tab bonder and Electrical Testing machine with basic troubleshooting.
  • Sustaining equipment up time to contribute to the department objective in productivity, yield and quality

System Engineer 1

Industry:

Others

Employment Period:

October 2011 to November 2012 (12 Months)

Duties and Responsibilities:

  • Maintaining and installing Servers for Call Center System with the following systems, Centos, Asterisk, Vicidial, Elastix, Goautodial, PBXonflash, VMware SAP Server and other telephony technology.
  • Database, Web, and Application Server maintenance, installation and backup.
  • Installing and configure Asterisk, PHP, MySQL, Perl, Linux shell scripting,.
  • Setup and configuring Firewall, Video conference, Cisco Router and Switch management.
  • Installation and configuration of Routers like Cisco, Linksys, Vyatta and Untangle.
  • Setup of VMWARE Virtual Machine configuration and installation.
  • Maintaining Network Connectivity, Antivirus and Workstation

System & Software Administrator

Industry:

Healthcare / Medical

Employment Period:

December 2012 to February 2014 (14 Months)

Duties and Responsibilities:

  • Installation, maintain and support of Hospital Information System.
  • Updates, test and backup Databases.
  • Maintain and install Windows Server and SQL server.
  • Maintaining Hospital Servers Unit, database and application backup.
  • Installation and testing of new Software for development.
  • Installation and configuration of Routers like Cisco, Linksys, Vyatta and Untangle.
  • Installation and configuration of Virtual Machine Server.
  • Technically support Major Workstation Hardware/Software problems
  • .Restrictions of internet connectivity and monitoring.
  • Installation and maintain for IPPBX systems.

System Administrator

Industry:

Manufacturing / Production

Employment Period:

March 2014 to August 2014 (5 Months)

Duties and Responsibilities:

  • Maintenance of the following Servers: Email server, HRIS, Production System andRemote Server .
  • Updates and Backup of Windows Server, SQL server, Ubuntu server, and Centos server.
  • Maintaining production system, database testing and backup.
  • Installation and maintenance of firewall and VM Server.
  • Maintaining Network Connectivity and printer sharing.
  • Maintain Internet Viruses Protection and software Security.
  • Restrictions of internet connectivity and Virus monitoring.
  • Maintaining IPPBX Systems.
  • Trouble shoot and Fix major problems on company 6 Branches.

Vicidial Specialist/System Administrator

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2014 to May 2015 (9 Months)

Duties and Responsibilities:

  • Maintenance of the following Servers: 4 Linux Call Center System Server on Cloud Server .
  • Updates and Backup of Ubuntu server, and Centos server.
  • Maintaining of Internet Viruses Protection, Software Security and Network Connectivity.
  • Restrictions of internet connectivity and Virus monitoring.
  • Technical Support on 150 Agent for IT related issues on workstations.
  • Maintenance of the following Servers: Email server, HRIS, Production System and Remote Server .
  • Updates and Backup of Windows Server, Ubuntu server, and Centos server.

System Administrator(Vicidial)

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

June 2015 to March 2017 (21 Months)

Duties and Responsibilities:

  • Vicidial system server maintenance on a linux platform on cloud servers.
  • Vicidial avatar setup and support, apache, PHP, MySQL, AWS, virtual machine.
  • Install, setup and configure vmware, xenserver, proxmox and vicidial servers.
  • Install, configure, setup, updates and backup servers.
  • Maintaining of internet viruses protection, firewall and network connectivity.
  • Restrictions of internet connectivity and virus monitoring.
  • Support and fix on agent for IT related issues on workstations.
  • Experience on installation, configure MySQL servers

IT Operation Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2017 to September 2021 (53 Months)

Duties and Responsibilities:

  • Implement Linux OS user account registration, deletion, and modification.
  • Responsible for handling Rhel 6&7. OpenSUSE, Hp-UNIX, and Tandem OS issues as L2 support.
  • Responsible for handling Windows servers 2008 and 2012 OS issues as L2 support.
  • Responsible for handling Cloud hosting servers on AWS, VMware, and Azure.
  • Responsible for handling monitoring applications like Zabbix, Splunk, Subversion, and Web Logic.
  • Responsible for handling web applications like Apache, Nginx, Php, httpd, Perl, Oracle, and Java.
  • Responsible for handling Linux services like crontab, and bash scripting.
  • Responsible for handling updates and patching like yum, rpm and repositories, 
  • Prepare and create procedure manuals for major and minor tasks or activities upon client request.
  • Coordinate with the Vendor for any hardware and OS-related problems on the server.
  • Microsoft Certified Azure Fundamentals dated September 29, 2020.

System Admin

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2024 to September 2024 (0 Months)

Duties and Responsibilities:

  • Managed cloud servers on GCP, Azure, and AWS.
  • Resolved WHM/cPanel issues via email and ticketing systems.
  • Provided support for Jira, Jama, Octane, Polarion, Bitbucket, and SVN tools.
  • Installed and maintained Vicidial, FreePBX, vtigerCRM, Asterisk, and VOIP instances.
  • Resolved issues for various instances including WordPress, Wikis, and CRM.
  • Handled user account registration, deletion, and modification on Windows and Linux systems.
  • Supported projects and resolved issues in VMware ESXi, XenServer, AlmaLinux, CentOS, SUSE, and Ubuntu.
  • Conducted OS performance tuning and system patching on Linux and Windows servers.
  • Monitored applications using Zabbix, Splunk, LiteSpeed, pfSense, Subversion, WebLogic, Asterisk, Vicidial, FreePBX, VoIP, Dialer, Backup & Replication.
  • Worked with application tools such as Apache, Nginx, PHP, Perl,

Education History

Field of Study:

Engineering (Computer/Telecommunication)

Major:

Graduation Date:

March 1, 2004

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Linux Administration

INTERMEDIATE ★★

    Network Administration

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/16448324419
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: Dell
  • Processor: Core i5
  • Operating System: Windows 10

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.