Gil Abrenica Jr
@gilabrenicajr
Experienced IT support professional specializing in service desk, incident management, and hardware troubleshooting.
PhilippinesWhat I'm looking for
I am a flexible, fast-learning IT support professional with 13 years in Service Desk operations, focused on incident management, hardware and network troubleshooting, and multi-platform user support (Windows, MacOS, iOS, Android). I have served as primary point of contact for clinicians and corporate users, delivering remote assistance for account issues, password resets, application installs, fault investigation, and software familiarization while using tools such as Office365, Active Directory, Citrix and BMC Remedy.
I have led teams, optimized service delivery, and consistently ensured high user satisfaction in fast-paced, multi-tasking call center environments. I am proficient with ITSM practices and a broad support toolset (Quest VMWare, Cisco WebEx, MS Teams, Skype for Business) and excel at remote work, process improvement, and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Service Desk Engineer
Microsourcing
Mar 2024 - Apr 2025 (1 year 1 month)
Acted as primary IT contact for clinical staff, providing remote account unlocks, password resets, application installs, and fault investigation to maintain service continuity across Office365 and internal apps.
MCService Desk Engineer
McKinsey and Company
Aug 2021 - Jan 2024 (2 years 5 months)
Served as primary IT contact for colleagues and partners, delivering remote support for account unlocks, password resets, application installs, and investigations using Office365 and Active Directory.
Service Desk Analyst
HCL
Dec 2016 - Aug 2021 (4 years 8 months)
Acted as primary IT contact for employees, providing remote assistance for account issues, application installs, and fault investigations while managing phone, email, and ticket queues using Office365 and AD.
IT Support Specialist
Hibu Philippines
Apr 2014 - Mar 2016 (1 year 11 months)
Provided frontline IT support handling account unlocks, password resets, application installations, and ticket management while supporting Office365, Active Directory, Cisco WebEx, and BMC Remedy.
Helpdesk Technician
Atos
Oct 2012 - Jan 2014 (1 year 3 months)
Provided Level 2 helpdesk support for enterprise clients, handling AD password resets, user provisioning, Outlook and printer troubleshooting, and ticket escalation to appropriate teams.
Education
Degrees, certifications, and relevant coursework
Gil hasn't added their education
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Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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