KARL GABRIEL MANGABAY
TORONTO,ON
Summary
IT Professional with 4 years of experience excelling in ticketing management, software/hardware repair, and technical troubleshooting. Demonstrates strong skills in mobile device management, remote assistance, and user training, ensuring seamless IT operations. Passionate about leveraging technical expertise to drive innovation and efficiency within dynamic environments.
Overview
9
9
years of professional experience
Work History
IT HELP DESK TECHNICIAN
Paladin Security Group Ltd
05.2023 - Current
- Level 1,2,3 Support for Hardware and Software including installing, configuring, monitoring, maintaining systems, repair, replace, and networks
- Responsible for Triaging, Admin Backend access, and Automation using JIRA(Atlassian) Ticketing System
- On-site and Remote technical support using TeamViewer
- Active Directory Management
- Regular and Preventive Maintenance to all IT Assets
- Mail Server Management
- Professional Windows 7,8,10, and 11 support
- Full Management on Inventory, purchasing, financing, PO's and team leasing
- Responsible for On-Boarding and Off-Boarding current and former employees
- Level 1 Management for Mitel Phone Systems
- Level 1 and 2 Management for Tracktik (Security Tracking System)
- BlackBerry UEM Client/KACE for MDM
- Sonim Cloud Management (Sonim Devices)
- Level 1 and 2 Azure Services (Entra, PowerBi, Admin, Intunes)
- Level 1 Telus and Verizon Services Management
- Genetec Security Systems Management
- On-Call experience
- Microsoft 365 Admin and Support
IT SYSTEMS ADMINISTRATOR
Villa Colombo Homes For The Aged Inc
04.2022 - 02.2023
- Level 1,2,3 Support for Hardware and Software including configuring, monitoring, maintaining systems, repair, replace, and networks
- Responsible for Triaging system requests using Zoho Ticketing System
- TCP/IP Networking advanced proficiency with hands-on server management
- Server Maintenance
- On-site and Remote technical support
- Active Directory Management
- Regular and Preventive Maintenance to all IT Assets
- Citrix Workspace Management
- Mail Server Management
- Cloud Server Management
- Azure Cloud Storage Management
- VMware Management
- Professional Windows 7,8,10, and 11 support
- Full Management on Inventory, purchasing, financing, PO's and team leasing
- Responsible for On-Boarding and Off-Boarding current and former employees
- Testing new technology in the medical field for future proofing of the company
- Level 1 management and technical support for Bell Landlines
IT SUPPORT ANALYST
Globalfaces Direct
09.2020 - 04.2022
- Installing, configuring, monitoring, maintaining systems, repair, replace, and networks for computer hardware and software
- Responding in a timely manner to service issues and requests with Triage formatting
- Providing technical support on-site and remote
- Setting up accounts for new users using Active Directory
- Testing new technology and equipment proficiency
- Using prior knowledge and skills of technical and methodological thought process to defeat day-to-day challenges
- Experience with Jasper, Gmail, and Outlook Support
- Full proficiency with ticking system (Zoho ticketing System)
- Company-wide communication experience using Slack communications, TeamViewer, and Zoom
- Full Atrium Proficiency and Security creation and management
- TCP/IP Networking advanced proficiency
- Full support on Samsung Knox Management Mobile Management
- Professional Windows 7,8, 10 support
- Advanced knowledge on Citrix Workspace
- Full management on Company-Tech materials including inventory, purchasing, and team leasing
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Globalfaces Direct
10.2019 - 10.2021
- Role as Third-Party Verification (TPV) Agent
- Handle inbound calls from fundraisers on the field
- Gain strong knowledge of various charities, Payment Card Industry (PCI) Compliance, and qualitative customer service
- Escalate donor complaints to reporting managers whenever necessary
- Take on challenges and concerns with accuracy, creativity, and respectability
- Effectively objection handle when needed in order to acquire the growing number of long-term donors
MERCHANDISER
Costco Wholesale Canada
04.2017 - 09.2019
- Produces store sales by providing point-of-purchase and shelf management services
- Maintains customer relationships by visiting with store managers, department managers, and employees
- Answers questions, responding to special requests, and describes product features
- Maintains store shelves by observing displays of company products, removing damaged or freshness-dated products, tidying store shelves, and providing optimum display of products
- Maintains inventory by restocking shelves with product from inventory, observing inventory levels, prompting store management to reorder when levels appear low, and arranging for return and credit for damaged products
FOOD AND BEVERAGE CASHIER/COOK
The Burger's Priest
01.2017 - 04.2017
- Greeting customers
- Taking and delivering orders
- Assisting with food preparation
- Solving customer complaints
- Handling monetary transactions
- Keeping the restaurant front area clean and well-stocked
Education
Bachelor of Arts - Political Science (Honours)
York University
Toronto, Ontario04.2026
Liberal Arts and Sciences/Liberal Studies - Liberal Arts
Seneca College
Toronto, Ontario04.2021
High School Diploma -
Dante Alighieri Academy
Toronto, Ontario04.2017
Skills
- Ticketing Management (Expert)
- Software/Hardware Repair and Support (Expert)
- Technical Troubleshooting (Expert)
- Mobile Device Management (Expert)
- Customer Support (Expert)
- Remote Assistance (Expert)
- User Training (Expert)
- Inventory Management (Expert)
- Technical Documentation (Expert)
LINKS
LinkedIn: www.linkedin.com.
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Timeline
IT HELP DESK TECHNICIAN
Paladin Security Group Ltd
05.2023 - Current
IT SYSTEMS ADMINISTRATOR
Villa Colombo Homes For The Aged Inc
04.2022 - 02.2023
IT SUPPORT ANALYST
Globalfaces Direct
09.2020 - 04.2022
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Globalfaces Direct
10.2019 - 10.2021
MERCHANDISER
Costco Wholesale Canada
04.2017 - 09.2019
FOOD AND BEVERAGE CASHIER/COOK
The Burger's Priest
01.2017 - 04.2017
Bachelor of Arts - Political Science (Honours)
York University
Liberal Arts and Sciences/Liberal Studies - Liberal Arts
Seneca College
High School Diploma -
Dante Alighieri Academy
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