Gale Daryl I. Cua
Burnaby,Canada
Summary
I'm a certified CompTIA A+ and skilled graduate with a Bachelor of Science in Information Technology specializing in IT Helpdesk/Service Desk and a background in Network Operations. I am experienced and knowledgeable of IT-related concerns, including analyzing and resolving software or hardware technical issues or customer inquiries. In addition, Hardworking and goal-oriented person. Can work with minimal supervision and adapt quickly to the work environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Desktop Support
Central 1 Credit Union
02.2022 - Current
- Primary and Secondary line of support - troubleshooting of IT-related problems
- Responds to Help Desk requests, calls, and emails as quickly as possible
- Gathers sufficient information to diagnose the problem and provides telephone support and desk-side support
- Expedites problems escalated to Systems or Infrastructure staff and follows up to ensure resolution
- Installs and supports various hardware, software, printers, telephones, and other smartphones/tablets.
- Sets up and installs new computer systems according to established standards and ensures the prompt return of old equipment
- Supports drive and data encryption applications in several standards
- Maintains secure configurations on all laptops according to strict standards
- Ensure operational continuity and prevents data loss on behalf of users.
- Communicates effectively with users and colleagues to expedite problem resolution and ensures issues are resolved through adequate follow-up
- Provides desk-side orientation and training of hardware, software, telephones, and other devices such as smartphones/tablets
- Maintains accurate and complete documentation of calls received and tracks activities with applicable tracking tools
- Create documentation for help desk systems and procedures and recommends changes to improve productivity and efficiency of the help desk process as appropriate.
- Participates in or undertakes project-related tasks
- Maintain current knowledge of Central’s hardware and software, application functionality, and the high-level architecture of Central’s hosting environment.
- Performs other duties required to deliver exceptional service and support Central’s business goals.
IT Service Desk Engineer Tier, Technical Solutions Representative III
DXC Technology Company
05.2021 - 12.2021
- Worked independently while using standard protocol when needed to respond to customer issues
- Successfully resolved moderate to more complex technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
- Responded to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options based on customer entitlement (for example, warranty, enterprise, and some mission-critical)
- Proactively assisted customers in avoiding or reducing problem occurrence.
- Participated in projects for process or quality improvements.
- Primary and Secondary line of support - troubleshooting of IT-related problems.
IT Service Desk Specialists
Hinduja Global Solutions, King’s Court Building II, Cor. Dela
11.2020 - 05.2021
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
- Receiving, logging, and managing calls from internal staff via telephone and email.
- Maintained an Asset Database and tracked changes
Primary and Secondary line of support - troubleshooting of IT-related problems. - Basic troubleshooting in Network, Hardware, and Software issues.
- Escalate unresolved calls to the infrastructure support team.
- Take ownership of user problems and follow up on the status of issues on behalf of the user and communicate progress promptly.
- Maintained a high degree of customer service for all support queries and adhered to all service management principles.
- Created user accounts, reset passwords, created groups, etc.
Customer Service Representative
Sitel Group, Cybergate Complex, Epifanio de los Santos Ave, Mandaluyong City, 1550 Metro Manila, Philippines
08.2020 - 11.2020
- Handled inbound service calls
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigated through multiple systems
- Provided a high level of professional and competent service assistance.
Education
Bachelor of Science - Information Technology
Emilio Aguinaldo College
Philippines04.2016
Skills
- Knowledgeable in the ticketing tool such as ITSM and SERVICENOW
- Knowledgeable in Active Directory, such as creating user accounts, resetting passwords, creating group accounts, adding network access, and deleting accounts
- Re-imaging and building operating systems such as Linux, Windows, and MacOS
- Knowledgeable in using Microsoft Intune Admin Center, Microsoft 365 Admin Center, Microsoft Exchange Admin Center and Azure Active Directory Admin Center
- Knowledgeable in using Microsoft Endpoint Configuration Manager, formerly Microsoft System Center Configuration Manager
- Installing and troubleshooting software applications
- Installing and troubleshooting hardware devices such as desktop computers, printers, telephones, and other smartphones/tablet
- Knowledgeable in using Jamf Pro mobile device management system
- Installing and troubleshooting hardware devices such as desktop computers, laptops, printers, telephones, and other smartphones/tablet
- Knowledgeable in using Citrix Workspace
- Basic knowledge of Network VPN/LAN/WAN using Palo Alto Networks
- Cisco IronPort provide centralized reporting, message tracking and spam quarantine services
- Knowledgeable in Microsoft Office, Word, Excel, PowerPoint, Outlook, and Explorer
- Basic knowledge on programming languages such as HTML, SQL, C, JavaScript, Java, PHP, CSS
- Assisting with Deployments
Certification
- 31 / July / 2023 CompTIA A+ 220 - 1101 & 220 - 1102 (Certified)
- 30 / March / 2023 Advanced Support for Microsoft Teams 1 Juan Bernal | Cloud Solutions Architect – Engineering | Workshop Accredited Trainer
Timeline
IT Desktop Support
Central 1 Credit Union
02.2022 - Current
IT Service Desk Engineer Tier, Technical Solutions Representative III
DXC Technology Company
05.2021 - 12.2021
IT Service Desk Specialists
Hinduja Global Solutions, King’s Court Building II, Cor. Dela
11.2020 - 05.2021
Customer Service Representative
Sitel Group, Cybergate Complex, Epifanio de los Santos Ave, Mandaluyong City, 1550 Metro Manila, Philippines
08.2020 - 11.2020
Bachelor of Science - Information Technology
Emilio Aguinaldo College
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