VAVC A
@vca
Remote desktop support lead focused on system reliability and user productivity.
PhilippinesWhat I'm looking for
I am an IT professional with progressive experience in remote desktop support, identity administration, and helpdesk operations, most recently serving as IT Remote Desktop Lead at Accenture supporting Hess. I lead and coach remote support teams, implement policies and processes, and maintain knowledge bases to improve efficiency and reduce downtime.
My hands-on background includes troubleshooting Windows and macOS environments, working with tools such as LogMeIn, Zoom, RDP, vSphere, SCCM, Active Directory, and Delinea Secret Server, and coordinating with security, product vendors, and deskside teams to resolve complex issues.
I hold a Bachelor of Information Technology (Service Management) and ITIL v4 Foundation certification, and I am committed to delivering fast, accurate technical solutions, documenting best practices, and providing user training to maximize productivity and compliance.
Experience
Work history, roles, and key accomplishments
ACManaged and oversaw the Remote Desktop Support team, delivered coaching and training, and developed IT policies and knowledge base articles to improve productivity and reduce downtime.
ACProvided level 1.5 remote support, handled escalated tickets, collaborated with security and deskside teams to ensure workstation compliance and timely incident resolution.
ACDiagnosed and resolved hardware, software, and network incidents for end users, handled escalations, and supported macOS and iPhone devices to maintain user productivity.
ACManaged access provisioning using Active Directory and related tools, partnered with IAM teams for directory changes, and maintained confidential records per policy.
ACProvided level 1 IT support via calls, chat, and email, logged and prioritized incidents per ITIL processes, and troubleshot workstations, phones, and Microsoft 365 applications.
Education
Degrees, certifications, and relevant coursework
The National Engineering University - Batangas JPLPC Campus
Bachelor of Information Technology, Information Technology (Service Management)
Completed a Bachelor of Information Technology with a major in Service Management, conferred in May 2024.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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