DADominic Agustin
@dominicagustin
Experienced IT service desk specialist skilled in system administration and support.
PhilippinesWhat I'm looking for
I am an IT service desk professional with extensive experience troubleshooting hardware, software, networking and VOIP systems for remote and onsite clients. I have administered Active Directory (on-prem, hybrid, Extra ID), Microsoft 365 services (SharePoint, OneDrive, Exchange), Microsoft Intune and Azure, and managed devices via RMM tools such as Atera.
Across roles at Concentrix, TCS, RingCentral and others, I improved knowledge base articles, trained new hires, handled onboarding/offboarding, supported Windows Server issues, designed and maintained phone systems, and delivered consistent customer-focused technical support to multi-timezone users.
Experience
Work history, roles, and key accomplishments
L2 IT Service Desk
Concentrix Philippines
Apr 2022 - Present (3 years 7 months)
Provide L2 support for endpoint and server environments, managing device lifecycle in Intune and RMM and resolving Active Directory and Microsoft 365 issues to maintain user productivity and reduce ticket resolution time.
Performed installation, maintenance and support of system software and hardware and proposed performance improvements while providing user support and Microsoft 365 administration.
IT Service Desk
Eteam Incorporated
Apr 2021 - Oct 2021 (6 months)
Delivered frontline support via phone, chat and email, diagnosing hardware, software and network issues and handling user onboarding/offboarding with Active Directory and Microsoft 365 tools.
RIManaged high-volume VOIP support, designed and maintained phone systems (IVR, call queues, SIP provisioning) and trained new employees to improve customer outcomes.
Technical Support Representative
Sitel Philippines
Jul 2012 - Jul 2013 (1 year)
Provided HP product technical support across hardware, software and network issues, handling high call volumes and contributing to continuous improvement and SME training activities.
Technical Support Representative
SPI Global
Jul 2011 - Jun 2012 (11 months)
Supported Dish Network customers by diagnosing and resolving technical issues, explaining solutions to non-technical users and identifying opportunities for process improvement.
Education
Degrees, certifications, and relevant coursework
Internet Cafe Business
Certificate, Business Operations
2017 - 2019
Operated and managed an internet cafe business from 2017 to 2019, overseeing daily operations and customer service.
FEU Institute of Technology
Bachelor of Science, Civil Engineering
2013 - 2018
Completed coursework in Civil Engineering as part of the Bachelor of Science program from 2013 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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