Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Willie Manalo

Fremont

Summary

Versatile Technical Support Representative with a wealth of experience supporting enterprise and startup environments. Strong expertise in customer service, hardware/software, and end user accounts, with a background in deploying IT solutions, managing IT projects, and maintaining high SLA standards. Adept in working independently and collaboratively, delivering reliable technical support, and improving IT workflows through process and documentation.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior IT Support Specialist

Climate Corporation
12.2019 - 05.2025
  • Provided helpdesk first response support for 900+ users globally, handling ~15 Jira service requests daily across Gmail, Slack/Teams, and Bomgar
  • New Hire account creation request managing Active directory, Okta, and other IAM application provisioning both local and international requests with 10–15 onboarding/offboarding tickets per week
  • Managed macOS imaging and hardware management, both domestic and international including device enrollment, hardware shipping, and coordination of repairs via Apple Venture account
  • Maintained accurate CMDB documentation for all user devices and peripherals, including asset tagging, life-cycle replacements, and hardware adoption requests
  • Project participation in Jira to Azure DevOps migration, mobile engineering server installation within MDF, international trade and shipping, and onboarding workflow review and maintenance
  • Build and maintenance of local conference rooms and All Hands space (Installing Polycom A/V devices to work with MS Teams
  • Supervised vendor quarterly MDF HVAC inspections and cleanings ensuring cooling infrastructure remained operational
  • Interview and training of new IT Support staff, recommending note taking and reviewing existing SOP documents as well as shadowing sessions for relevant workflows
  • Maintain IT Support SOP documentation for process changes or changes to access and permissions
  • Collaboration with Facilities team, ensuring on-site event meetings and celebrations run smoothly
  • Co-operation with Senior Network Team adding and removing hardware from MDF, Mac-Mini Servers, Meraki APs, a Husky badge reader unit and network controller.

IT Engineer I / Support Intake Lead

Clover Health
05.2018 - 01.2019
  • Participated in Hackathon, creating a notification bot in AWS Lambda to notify migration from Yammer to Jira service desk during a transition
  • Partnered with Engineering, Decision Science, and Operations teams to help teach, consult, and create Jira Service desk instances, (e.g. request types, fields, workflows, permissions, Kanban boards)
  • Onboard and trained 5 new hire IT employees, ramping them up in a timely manner to contribute to team efforts
  • Managed IT contractors on weekly tasks, coordinating new hire IT onboarding, equipment ordering, and acted as the support escalation.
  • Participated as the prototype in the Support Intake proof of concept in collaboration with Learning and Development and Engineering. Originally set as a 4-week proof of concept resulted in continued service for 9 months total until approved as an official role
  • Triaged requests for IT Support and Infrastructure, Engineering, Decision Science, and Operations including requests from Nurse Practitioners, Providers, and Third-Party Vendors
  • Met weekly with Managers from all departments converting feedback into an SOP whilst managing the queue and tracking SLA for first response time and time it took to route an issue
  • Successfully decreased first response time from 38 hours to 3 hours and decreased the time it takes to route issues from 104 hours to 12 hours. Within 6 months 500+ requests were made whilst 100+ requests have been marked as “not-routed”, which reduced noise for Clover support teams by 20%

Associate IT Support Engineer

Clover Health
09.2016 - 09.2017
  • Imported applications into Jamf self-service, enabled and advise end users self-help techniques while creating policies and pre-stage images for company MacBooks
  • Performed companywide security probe deployment of 'Cybereason' a silent endpoint monitoring solution
  • Provided a scheduled network functionality report weekly on Ruckus APs, Utilizing Cisco Meraki Systems and Palo Alto GUI Monitoring dashboards
  • Integrated 'Zoom' Video Conferencing Application into Okta as a birthright application for company
  • Supported A/V equipment for a variety of Company events, also responsible for the upkeep of all conference room technologies
  • Managed new hire onboarding / offboarding on a weekly basis, held weekly inventory inspections for new hire equipment and other office necessities

Education

Year Up / Foothill College
San Francisco, CA
07.2016

Skills

  • IAM Okta SSO and Active Directory
  • Slack / Teams / Zoom
  • Atlassian Jira and Confluence
  • MS DevOps
  • Active Directory Users and Computers
  • Distribution Facility upkeep and management
  • Teamwork and collaboration
  • Technical support
  • Microsoft outlook
  • Gmail
  • Software installation
  • Remote support
  • Staff education and training
  • Mac systems
  • Windows 10
  • Security protocols
  • User account provisioning
  • Mobile device management
  • Virtualization
  • Desk Setup peripherals

Certification

JAMF CCT - Certified Casper Technician

Timeline

Senior IT Support Specialist

Climate Corporation
12.2019 - 05.2025

IT Engineer I / Support Intake Lead

Clover Health
05.2018 - 01.2019

Associate IT Support Engineer

Clover Health
09.2016 - 09.2017

Year Up / Foothill College

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Willie Manalo