Open to opportunities

Wendell Gio Gopez

@wendellgiogopez

Message

Experienced IT Help Desk Engineer with strong problem-solving skills.

Philippines

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to further develop my technical skills.

I am an experienced IT professional with a proven track record in delivering technical assistance and problem-solving skills for the efficient operation of IT systems. My expertise lies in resolving a wide range of hardware and software issues, ensuring that end-users receive the support they need promptly and effectively.

Throughout my career, I have developed strong communication and customer service skills, enabling me to work collaboratively with both end-users and IT teams. My experience includes troubleshooting, software installation, and network administration, making me a valuable asset for any organization seeking reliable IT support and technical guidance.

Experience

Work history, roles, and key accomplishments

IT Helpdesk Technician II

SWAK BPO - Inszone Insurance US Company

Sep 2024 - May 2025 (8 months)

Served as the primary point of contact for customers seeking technical assistance via phone or email, performing remote troubleshooting using diagnostic techniques. Determined optimal solutions based on customer-provided details and guided them through problem-solving processes. Documented issues and resolutions in logs, provided accurate information on IT products, and updated support tickets reg

Troubleshooting Active Directory DNS Google Workspace VPN TeamViewer Customer Service Problem Solving Intune Web Titan Microsoft Teams Quick Access Remote Basic Encoding Photoshop Basic Video Editing Multitasking Analytical Skills

Jr. Desktop Support Engineer

Sutherland

Jan 2024 - Aug 2024 (7 months)

Unlocked NT user accounts using Active Directory and followed up on tickets, keeping agents informed of updates. Provided remote support to Work At Home agents using BeyondTrust and re-imaged machines with proper production applications. Monitored production issues and latency to prevent loss of sales and productivity, and regularly checked Outlook emails for technical or hardware concerns.

Active Directory BeyondTrust Outlook)Problem Solving Customer Support Ticketing

Helpdesk Associate

Department of Agriculture RFO III

Sep 2021 - Dec 2023 (2 years 3 months)

Maintained hardware performance equipment, including printers, copiers, scanners, and network connectivity, ensuring smooth system operation. Checked, corrected, and validated data within the department's system (FFRS) and set up user accounts, permissions, and passwords in the Document Tracking System. Documented client actions in Excel and assembled desktop computers according to specifications.

Data Validation Excel Troubleshooting Laravel