Open to opportunities

Kezner Medina

@keznermedina

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Experienced IT Help Desk Specialist with over 11 years of expertise.

Philippines

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth in IT support.

I am an experienced IT Help Desk Specialist with over 11 years of expertise in maintaining system functionality and resolving incident tickets in both Windows and Mac environments. My journey in IT began with a Bachelor’s degree in Computer Engineering from Adamson University, where I developed a strong foundation in technical support and system management.

Throughout my career, I have excelled in various roles, including Support Engineer and Technical Support Specialist, where I provided comprehensive support for software products and managed incident handling processes. My ability to facilitate communication and collaboration through tools like HubSpot and Google Workspace has allowed me to lead initiatives that enhance system functionality and improve client satisfaction.

I am passionate about leveraging my technical skills to solve complex issues and improve operational efficiency. I thrive in dynamic environments where I can contribute to team success and drive innovation in IT support services.

Experience

Work history, roles, and key accomplishments

Support Engineer

Adamson University

Mar 2023 - Aug 2024 (1 year 5 months)

Facilitated joint efforts and communication through HubSpot, Google Workspace, and Slack. Led the registration of new clients onto the Data Tool and learning management system, and collaborated with the development team to troubleshoot intricate technical requirements and issues.

HubSpot Google Workspace Slack Learning Management Systems Troubleshooting

Technical Support Specialist

NCH Software

Mar 2020 - Feb 2023 (2 years 11 months)

Provided comprehensive support to customers for all software products, ensuring timely resolution of technical issues. Delivered technical assistance across Windows, macOS, and mobile platforms, including iOS and Android devices.

Software support Technical assistance Windows MacOS iOS Android Software Testing Debugging

IT Helpdesk Specialist

AIG Shared Services Philippines

May 2018 - Feb 2020 (1 year 9 months)

Managed incident handling, including call acceptance, detection, recording, and dispatching, to ensure timely issue resolution. Administered and maintained Active Directory and identity management systems, and provided expert support for Office 365 applications.

Incident Management Active Directory Identity Management Office 365 SharePoint)Teams MS Office Lync ServiceNow Symantec Software Portal Mobile Device Management Citrix SafeBoot

IT Service Center Analyst

Cardinal Health International Philippines

Jul 2017 - May 2018 (10 months)

Handled incidents, including call acceptance, detection, recording, and dispatching, ensuring efficient issue resolution. Provided comprehensive support for Office 365 applications and managed Active Directory and identity management processes.

Incident Management Office 365 SharePoint)Teams Lync MS Office Active Directory Identity Management ServiceNow Symantec Software Portal Interactive Intelligence SAP Distrack Isotrac Mobile Device Management Citrix

IT Support Specialist

Collection House International BPO Inc.

Aug 2016 - May 2017 (9 months)

Managed all aspects of incident handling, including call acceptance, detection, recording, dispatching, and control, ensuring swift resolution. Administered and maintained Active Directory for secure access and identity management, and operated and monitored Controller (C4) and Controller (C5) systems.

Incident Management Active Directory Controller CTI Interactive Intelligence (ININ)Office 365 SharePoint)Lync MS Office Intune

Support Engineer

Grundfos ISS&OC Centre Philippines

Aug 2014 - Jul 2016 (1 year 11 months)

Managed incident handling processes, including call acceptance, detection, recording, dispatching, and control, ensuring timely resolution. Provided LAN/WAN support to maintain network stability and connectivity, and administered and maintained Active Directory.

LANs & WANs Active Directory Windows BIツール SCCM Intune Office 365 SharePoint)Lync MS Office

Service Desk Analyst

Atos Inc.

Mar 2013 - Jul 2014 (1 year 4 months)

Handled incidents, including call acceptance, detection, recording, dispatching, and control, to ensure prompt resolution and workflow efficiency. Administered and maintained Active Directory for secure user access and identity management, and provided LAN/WAN support.

Incident Management Active Directory LANs & WANs Windows MacOS SCCM BIツール

Technical Support Representative

Acquire Asia Pacific

Nov 2011 - Jan 2013 (1 year 2 months)

Delivered technical support to customers at both basic and advanced levels for ADSL, VOIP, home phone, mobile connections, and wireless broadband services. Adhered to proper escalation protocols to ensure timely resolution of complex issues.

Technical Support VoIP Home Phone Mobile Connections Mobile Broadband

Education

Degrees, certifications, and relevant coursework

Adamson University

Bachelor of Science, Computer Engineering

Studied Computer Engineering, focusing on the fundamentals of computing and engineering principles. Gained knowledge in various aspects of computer systems and software development.