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Angelo Urquiola
@angelo_urquiola
Information Technology Infrastructure Specialist
Philippines
Anglais
À propos de moi
I do IT stuff also other admin task whatever you need I am ready to dive in.
Remote IT support and PC troubleshooting (Windows errors, slow PC, virus removal)
Windows installation, setup, and configuration
Microsoft 365 / email setup and troubleshooting
Small office IT setup and user support
Ticketing Tools
RMM Tools
Microsoft Entra
JamfPro
Active Directory or basic system administration help
Compétences
Angelo Urquiola
hors ligne •
Voir mes services
Assistance technique
I will provide professional IT support and technical troubleshooting
Assistance technique
I will be your remote IT support specialist for tech problems
Expérience professionnelle
IT Helpdesk Analyst
Carelon Global Solutions Philippines • Temps plein
Sep 2023 - Jul 2026 • 2 yrs 10 mos
The IT Helpdesk Analyst provides first-line support for computers, software, accounts, and connectivity issues. They resolve what they can at first contact and escalate the rest, keeping users productive and the ticket queue moving. -Answer user requests by phone, email, chat, or ticketing portal, and log every issue accurately -Troubleshoot desktops, laptops, printers, mobile devices, and common applications (Windows, macOS, Microsoft 365) -Reset passwords, unlock accounts, and manage user access in Active Directory or Entra ID -Set up new hires’ equipment and accounts, and handle offboarding -Install, configure, and update software and operating systems -Provide remote support using tools such as Teams, AnyDesk, or Remote Desktop -Prioritize tickets, follow SLAs, and escalate complex issues to Tier 2/3 with clear notes -Write and update knowledge base articles and user guides -Track hardware and software inventory, where assigned -Follow up with users to confirm the issue is fully resolved
Technical Support Analyst
Quantrics Enterprises Inc • Temps plein
Aug 2020 - Oct 2021 • 1 yr 2 mos
The Technical Support Analyst provides first- and second-level support for hardware, software, network, and application issues. They handle tickets from start to resolution and keep users productive, with clear communication and good documentation
Client Support Specialist / Business Analyst
IBM • Temps plein
May 2018 - Feb 2019 • 9 mos
-Use problem determination and problem source identification skills to give technical assistance to customers -Work with other support groups to prioritize and diagnose problems through to resolution, and communicate action plans to the customer -Make sure client satisfaction stays high across service delivery, technical support, and operational services for the client’s accounts. -Work with client stakeholders and project teams to prioritize and resolve incidents and service requests. -Record and update information in the customer database. -Use IBM tools such as Salesforce-based support platforms and Watson analytics to automate and improve client operations -Suggest and implement improvements to support tools and processes, and train or mentor teammates (more senior roles)
