Minarko Manansala
@minarkomanansala
Dependable IT Support Specialist with 7+ years in Tier I/II helpdesk and enterprise systems.
PhilippinesWhat I'm looking for
I am a dependable IT Support Specialist with over seven years of hands-on experience providing Tier I and II helpdesk support in high-volume environments. I specialize in remote troubleshooting, incident management, and account provisioning using tools like ServiceNow, Active Directory, and Azure.
I have a strong track record of improving team efficiency by creating and maintaining knowledge base documentation, mentoring new hires, and performing ticket scrubbing to ensure accuracy and SLA compliance. I have supported global customers and provided multilingual chat assistance in French, German, Italian, and Spanish.
I thrive under pressure, communicate effectively with stakeholders, and consistently deliver high-quality customer service. I am motivated to contribute operational excellence and technical proficiency to a collaborative IT support or service desk team.
Experience
Work history, roles, and key accomplishments
Helpdesk Technician II
Stefanini
May 2022 - Present (3 years 5 months)
Provide remote Tier I/II support for internal employees, managing incidents in ServiceNow and performing account provisioning and troubleshooting via Active Directory, Azure, VPN, and RDP while improving knowledge base and mentoring new hires.
Technical Support Representative
Teleperformance
Aug 2018 - May 2022 (3 years 9 months)
Delivered Tier 1 chat and email support for Xbox users globally, resolving account, billing, and hardware issues using Dynamics 365 and proprietary tools while serving as team POC and providing multilingual support.
Customer & Technical Support Rep
Convergys
Jul 2016 - Jun 2018 (1 year 11 months)
Supported streaming customers via live chat, resolving billing and service issues using RightNow and internal CRM tools, helped establish Sling TV chat practices, and managed multiple concurrent chats with high professionalism.
Data Encoder (Intern)
Land Transportation Office
Apr 2015 - Present (10 years 6 months)
Performed accurate data entry and records encoding for departmental systems, ensuring attention to detail and data integrity during internship.
Education
Degrees, certifications, and relevant coursework
CUCavite State University
Bachelor of Science, Information Technology
Completed a Bachelor of Science in Information Technology, focusing on practical IT support and systems management.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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