IT Helpdesk and Technical Operations Staff

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

IT Helpdesk & Technical Support Specialist with 12+ years of experience providing L2 technical support, enterprise helpdesk operations, application support, user access management, and remote IT support. Proven ability to troubleshoot complex software, application, account, access, and system issues, resolve business-impacting incidents, and deliver timely, user-focused solutions in high-volume support environments. Experienced with ServiceNow, Jira, Salesforce, Atlassian Jira/Confluence, Salsify, and MS SQL, including SQL queries for issue investigation and resolution. Strong background in incident management, SLA compliance, onboarding/offboarding, knowledge management, technical documentation, root-cause troubleshooting, and cross-functional collaboration. Recognized for mentoring L2 support teams, reducing repeat incidents, improving response and resolution times, and consistently delivering reliable technical support to end users and enterprise customers.

Skills & Experience

Skills

10+ Years

Team Leadership 5-10 Years

Account Executive > Microsoft 365 5-10 Years

Servicenow 2-5 Years

Root cause analysis 10+ Years

Technical Documentation 5-10 Years

IT Helpdesk Support 10+ Years

Remote Desktop Support 10+ Years

Incident Management 10+ Years

CRM > Salesforce 2-5 Years

JIRA 2-5 Years

Microsoft SQL Server 2-5 Years

User & Access Management 10+ Years

Experience highlights

Technical Sales & Administrative Support Specialist

Universal Business Team (UBT) UK · May/2026 – /

Provided technical sales and administrative support for telecom services, handling customer queries on billing, charges, plans, roaming, SIM activation, account transfers, and order processing through ticketing systems, phone, and email.

IT Operations Engineer

Trademark Global · May/2021 – Present

Selected as first Filipino freelancer in IT team. Created and maintained technical documentation, troubleshooting guides, FAQs, and knowledge-based articles covering macOS, Windows, iPhone, and consumer technology for non-technical users.

Technical Team Lead - L2 Enterprise Software Support

IBM Solutions Delivery, Inc. and HCL Technologies Philippines, Inc. · April/2014 – Present

Promoted to Team Lead within one year. Led and mentored L2 support engineers, provided HCL/IBM Notes and IBM Domino support, resolved complex application issues, created knowledge base articles, and drove continuous process improvement.

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