07/24/2025 updated
JL
100 % available
IT Help Desk Analyst with Network Management and ITIL Experience
Kawit Cavite, Philippines
Worldwide
Bachelor of Science in Information TechnologyActive DirectoryTechnical SupportVoIPQuality AuditingData IntegrityData ManagementPerformance ManagementHelp DeskInformation Technology Infrastructure Libraries (ITIL)Infrastructure ManagementVirtual Private Networks (VPN)IT Service ManagementNetwork SecurityMaintenanceProject Management
Network Management
Network security and management expertise with CCNA certification, proficient in TCP/IP and VOIP networking, VPN troubleshooting, and infrastructure maintenance.
IT Service Management
ITIL Service Management V4 knowledge with experience in ServiceNow and Remedy tools, following ITIL processes for efficient service delivery.
Technical Support
Hardware and software troubleshooting skills, including operating system support, Citrix and Virtual desktop configuration, and remote desktop connections.
Microsoft Technologies
Proficiency in Windows 7, 8, and 10, MS Office, MS Project, Active Directory, and Office 365 administration.
Telephony Systems
Experience with Avaya phones administration, PABX, Nice Recording, and telephony infrastructure support.
Data Management
Skills in analyzing and maintaining data through web-based interfaces, ensuring data integrity and implementing quality checks.
Project Management
Ability to manage projects, set performance objectives, and lead teams with minimal supervision.
Network security and management expertise with CCNA certification, proficient in TCP/IP and VOIP networking, VPN troubleshooting, and infrastructure maintenance.
IT Service Management
ITIL Service Management V4 knowledge with experience in ServiceNow and Remedy tools, following ITIL processes for efficient service delivery.
Technical Support
Hardware and software troubleshooting skills, including operating system support, Citrix and Virtual desktop configuration, and remote desktop connections.
Microsoft Technologies
Proficiency in Windows 7, 8, and 10, MS Office, MS Project, Active Directory, and Office 365 administration.
Telephony Systems
Experience with Avaya phones administration, PABX, Nice Recording, and telephony infrastructure support.
Data Management
Skills in analyzing and maintaining data through web-based interfaces, ensuring data integrity and implementing quality checks.
Project Management
Ability to manage projects, set performance objectives, and lead teams with minimal supervision.
Experience
Professional experience0 - 5 years
Freelancer since2025
Languages
EnglishFluent
Project history
Providing IT support services at Ortigas Pasig location. Recognized as Q1 Top performer - Rank 1 2025 IT service desk (January - March).
Provided technical support including operating system assistance, account management, printer setup, VPN troubleshooting, hardware issues, and Citrix/Virtual desktop configuration. Managed tickets and provided customer updates.
Worked in CPD - Collect and Pay Department. Managed data input and maintenance through web interfaces, maintained software/hardware inventories, conducted quality checks, and ensured data integrity following established procedures.