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Maria Cris Purisima

@mariacrispurisima

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Experienced Desktop Support Engineer with a strong focus on problem-solving.

United States

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What I'm looking for

I am looking for a collaborative environment that values growth and innovation.

I am a Desktop Support Engineer with over 10 years of experience in ensuring the smooth operation and optimal performance of workstations and related technologies. My journey in IT has been marked by a strong commitment to excellence, where I have consistently utilized my skills in hardware and software troubleshooting, basic network configuration, and Active Directory management to deliver high-quality support.

In my most recent role as a Lead Desktop Support Engineer at Teleperformance Philippines, I managed a team of 14 engineers, achieving a remarkable 100% resolution rate for weekly tickets. My leadership has not only driven project success but also fostered a collaborative environment that emphasizes training and performance management. I take pride in my ability to develop scripts for automation and diagnose network issues, ensuring seamless user experiences across a large-scale operation.

Throughout my career, I have demonstrated a strong work ethic and adaptability, excelling in multitasking and project management. I am passionate about leveraging my technical expertise and interpersonal skills to contribute to a dynamic IT team, where I can continue to grow and make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Current

Lead Desktop Support Engineer

Current

Teleperformance Philippines

Sep 2019 - Present (5 years 10 months)

Managed and supported the IT Department of Teleperformance's largest site in the Philippines, overseeing 6000 computers to ensure seamless user experiences and efficient operation. Led and mentored a team of 14 desktop support engineers, achieving 100% weekly resolved tickets and ensuring on-time project completion.

Active Directory Project Management Team Leadership Scripting System Monitoring

Senior Desktop Engineer

Teleperformance Philippines

Jul 2018 - Sep 2019 (1 year 2 months)

Provided advanced technical support to resolve complex hardware, software, and network issues within the desktop environment. Developed detailed documentation of IT procedures, configurations, and troubleshooting for internal use by the organization's staff members.

Technical Training Inventory Management Mentoring Problem Solving

Desktop Support Engineer

Teleperformance Philippines

Sep 2016 - Jul 2018 (1 year 10 months)

Installed and maintained desktop computers, peripheral equipment, and software within established standards and guidelines. Diagnosed and resolved hardware and software issues including computer systems, networks, peripheral equipment, phones, and applications via ticketing system.

Software Maintenance Ticketing Systems Technical Support Troubleshooting Help Desk Support

Helpdesk and Technical Support Engineer

Wipro BPO Philippines LTD Inc.

Jul 2013 - Sep 2016 (3 years 2 months)

Diagnosed and resolved problems, guided users through solutions, and escalated complex issues to higher-level support via phone, email, or chat, documenting issues, and ensuring customer satisfaction. Managed operation outages and escalated them to network, systems, security, and voice teams while providing timely updates to clients.

Technical Support Software Configuration Asset Inventory Client Communication Reporting

Technical Support Engineer

Interface Techno-Phil Inc.

Jun 2012 - May 2013 (11 months)

Assisted with hardware and software issues for agents and support teams on their systems/computers and OS cloning/installation. Maintained asset inventories, network crimping, and cable management from desktop going to routers.