Rachel Militsala

I am an IT Helpdesk Support professional with hands-on experience providing first-line user support, troubleshooting hardware, software, and network issues, and delivering remote assistance for international users. I hold a Bachelor’s Degree in Computer Science and currently work at Stefanini Philippines where I manage tickets, escalate complex problems, and maintain IT asset records.

My daily responsibilities include installation and configuration of devices and applications, system maintenance and patching, assisting with VPN and connectivity issues, and maintaining security protocols like MFA and antivirus updates. I document solutions, create knowledge base articles, and provide basic end-user training to improve adoption and security practices.

I collaborate closely with network and systems administrators to resolve complex incidents and improve processes. I am driven to work in environments that encourage professional growth and continuous improvement, leveraging tools such as ServiceNow, Active Directory, Citrix, and Office 365 to keep systems reliable and users productive.