ACalcris concepcion
@alcrisconcepcion
Experienced IT professional with 9 years in technical support.
PhilippinesWhat I'm looking for
I am a dedicated IT Service Desk and Technical Support professional with over nine years of experience in the IT industry. My journey has equipped me with a robust skill set in providing level 1-2 remote support across various platforms, including Microsoft AD, Exchange, and Azure environments. I pride myself on my ability to manage and maintain Microsoft 365 environments, ensuring seamless operations for users.
Throughout my career, I have engaged in Major Incident and Problem Management, ensuring that service level agreements (SLAs) are consistently met. My hands-on experience with RMM tools such as Connectwise and N-Central has allowed me to effectively support a wide array of clients, from VPN setups to advanced email security configurations. I am also ITIL V3 certified, which underscores my commitment to best practices in IT service management.
Experience
Work history, roles, and key accomplishments
Technology Support Specialist
Scalable OS
Jun 2024 - Present (11 months)
Providing level 1-2 remote support for a wide array of VPN clients, managing Microsoft AD, Exchange, and Azure environments. Responsible for account provisioning and machine setup within domains and workgroups, while maintaining Microsoft 365 environments.
Technical Support Engineer
Yempo Solutions
Oct 2022 - Apr 2024 (1 year 6 months)
Engaged in providing technical support for Exchange Server and M365 administration, ensuring effective management of email systems and security protocols.
Technology Support Specialist
HCL Technology Philippines Inc
Jan 2020 - Oct 2022 (2 years 9 months)
Engaged in major incident and problem management, ensuring SLAs were met. Provided advanced technical support for IT-related issues and managed email security setups.
Senior System Executive/Analyst
Cognizant Technology Solutions Philippines Inc
Jan 2016 - Jan 2020 (4 years)
Provided advanced technical support and managed major incidents while ensuring SLAs were met. Engaged in change management and acted as an escalation point for unresolved incidents. Responsible for training and knowledge base creation for the team.
Senior Analyst
Cognizant Technology Solutions
Dec 2015 - Jan 2020 (4 years 1 month)
Involved in major incident and problem management, ensuring SLAs are met. Engaged in change management assessments and provided advanced technical support for IT-related issues.
Software Engineer (TSR)
Microsoft Convergys Malaysia
Aug 2013 - Jan 2016 (2 years 5 months)
Provided technical support and troubleshooting for Microsoft products, ensuring customer satisfaction and efficient problem resolution.
Software Engineer
Microsoft Convergys
Aug 2013 - Dec 2015 (2 years 4 months)
Provided technical support as a TSR, focusing on resolving customer issues and enhancing user experience with Microsoft products.
Network Technical Support Representative
ACQUIRE ASIA PACIFIC PHILS
Apr 2013 - Oct 2013 (6 months)
Provided network technical support, assisting clients with connectivity issues and ensuring smooth operations.
Network Technical Support Representative
ACQUIRE ASIA PACIFIC
Apr 2013 - Oct 2013 (6 months)
Supported network-related issues, providing solutions and assistance to clients in a fast-paced environment.
Education
Degrees, certifications, and relevant coursework
Cognizant Technology Solutions
Certification, IT Service Management
2016 - 2016
Achieved ITIL V3 certification, enhancing knowledge in IT service management and best practices.
Vocational Course: International Proficiency Call Center Training
Vocational Course, Call Center Operations
2008 - 2008
Participated in a vocational course aimed at enhancing communication and technical skills for call center operations.
Vocational Course
Vocational Course, Call Center Operations
2008 - 2008
International Proficiency Call Center Training, providing skills in customer service and communication for call center operations.
Asian Institute of Maritime Studies
Bachelor of Science, Marine Transportation
2003 - 2007
Completed a Bachelor of Science in Marine Transportation, focusing on maritime studies and navigation principles.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
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