Zarah Marie Borromeo
Henderson,Auckland
Summary
Experienced ICT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
10
10
years of professional experience
Work History
IT Helpdesk/ ICT Support Engineer
Support IT Ltd.
11.2022 - Current
- Supporting users with end-to-end IT related issues onsite and remotely
- Excellent in hardware and software troubleshooting
- Works with Microsoft 365 Admin, Exchange, Entra, Teams admin, Sharepoint etc
- Handles server, network, active directory, rdp, VPN issues
- Communicate and interact with the users via phone, email, physically.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
IT Service Desk
Cambridge University Press & Assessment
03.2019 - 09.2022
- First point of contact for the users regarding IT services
- Supporting users with Citrix, VMWare, VPN issues and tokens
- Identifying issues of software and hardware used and supported by the organization
- Using Ivanti as ticketing tool
- Expert in Microsoft Exchange and MS Office troubleshooting
- User maintenance using Active Directory (Password Reset, unlock, disable, enable, etc.)
- Assigns incident and/or service request tickets with the appropriate severity level and initial priority, and inform the support group for further troubleshooting
- Providing troubleshoot using different remote services like Teamviewer, GotoAssist etc
- Basic troubleshooting for end user issues such as software applications, network and telecommunications systems and provide desktop support
- Communicating to the end user with inbound and outbound calls, emails and chat.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Created service level agreement for IT operational functions and help desk operations.
IT Service Desk
Accenture Inc.
08.2015 - 03.2019
- Identify and learn appropriate software and hardware used and supported by the organization
- Supported users with Citrix, VMWare, VPN issues
- Using Service Now as platform
- User maintenance using Active Directory (Password Reset, unlock, disable, enable, etc.)
- Assigns incident and/or request tickets with the appropriate severity level and initial priority, and inform the support group for further troubleshooting
- Basic troubleshooting for end user issues such as software applications, network and telecommunications systems and provide desktop support
- Communicating to the end user with inbound and outbound calls, emails and chat
- First point of contact for the users regarding IT services.
Admin/ Data Analyst/ Globe Onsite Assistant for Accenture Inc. Accounts
Globe Telecom (Outsource Network)
10.2014 - 07.2015
- Handling client's account
- Processing transactions from end to end
- Analyzing bills/ credits are correct
- Receiving new applications for opening accounts
- Changing phone numbers/ sim card number if lost or needed
- Handling roaming on/ off transactions
- Network monitoring
- Checking/ updating phone details/ information of clients
- Responding to all the transactions and concerns of clients.
Education
Post-Graduate Diploma in Business Informatics, Level 8 -
ICL Business Graduate School
Auckland CBD, AucklandBachelor of Science in Information Technology, Tertiary -
Batangas State University
Batangas City, PhilippinesSkills
- ITIL v4 certified
- Certificate no GR671123201ZB
- Knowledge in ITSM and ITIL
- Able to communicate fluently in English, both written and verbal
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Monitoring and analyzing incoming calls, problems and support requests
- Prioritize and schedule problems Escalate problems (when required) to the appropriate support team
- Providing a technical and creative solution to user issues
- Strong analysis skills, attention to detail and ability to decide what knowledge to apply to resolve issues and requests in a timely manner
- Troubleshooting proficient
- Software installation/ update
- Exceptional telephone etiquette
- MS Office application proficient (all version)
- Proficient knowledge and experience in O365 able to troubleshoot as well
- Exceptional skills in Microsoft Exchange
- Excellent knowledge in Active Directory
- Handling different ticketing platform
- Supporting remote desktops and virtual machines
- Remote Support
- Troubleshooting skills
- Network Troubleshooting
- Hardware and software installation
Availability
Available for online interview
Timeline
IT Helpdesk/ ICT Support Engineer
Support IT Ltd.
11.2022 - Current
IT Service Desk
Cambridge University Press & Assessment
03.2019 - 09.2022
IT Service Desk
Accenture Inc.
08.2015 - 03.2019
Admin/ Data Analyst/ Globe Onsite Assistant for Accenture Inc. Accounts
Globe Telecom (Outsource Network)
10.2014 - 07.2015
Post-Graduate Diploma in Business Informatics, Level 8 -
ICL Business Graduate School
Bachelor of Science in Information Technology, Tertiary -
Batangas State University
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