J
Jeremiah Cayabyab
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Helpdesk Technician Senior
Manila, Metro Manila, Philippines
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Résumé
Jobs
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Helpdesk Technician SeniorSNHUNov 2024 - Current (2 years)• Support international students and staff with Microsoft 365, account access, web platforms, Windows/macOS, connectivity, device, browser, and software issues through phone, chat, email, and remote sessions.
• Verify user identity and follow security procedures for password resets, MFA, account access, and sensitive system-related requests while maintaining accurate ServiceNow documentation.
• Serve as a senior support resource by guiding agents on troubleshooting, escalation decisions, ticket quality, and high-severity incident coordination with clear triage notes and user impact updates.- Helpdesk Technician IILabcorpMar 2023 - Nov 2024 (1 year 9 months)• Delivered Level 1 and Level 2 support for hardware, software, account/profile, password, basic network, application, and access-related issues in an enterprise environment.
• Created and maintained user accounts, passwords, profiles, and access requests while following verification, access control, documentation, and escalation procedures.
• Acted as a Diagnostics SME by assisting teammates with complex tickets, troubleshooting paths, process questions, ticket quality, SLA awareness, and escalation decisions. - Helpdesk Technician ILabcorpJan 2022 - Mar 2023 (1 year 3 months)• Provided frontline IT support for software, hardware, login, password, device, printer, basic network, and application navigation issues.
• Created and updated tickets with clear problem statements, troubleshooting notes, user details, escalation information, and resolution summaries.
Education
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- GBachelor of Science in Information SystemGlobal Knowledge CollegeMar 20212nd Year College Undergraduate
- ABachelor of Science in Marine TransportationAsian Institute of Maritime StudiesOct 2016Bachelor Graduate