IT Support & Service Desk Specialist with 13+ years across BPO technical support and hands-on technical work. I help people get unstuck — calmly, clearly, and fast — whether the problem is a locked account, a broken network connection, or hardware on a bench.
Roles I'm targeting
I'm a Filipino IT professional based in South Delta, British Columbia, with a career that started in enterprise BPO technical support in the Philippines — FIS Global, Teleperformance, Sutherland, and IZone Tech — and continued into seven years of hands-on installation and diagnostic work. That mix is my edge: I can troubleshoot the software ticket and understand the hardware underneath it.
Right now I'm sharpening for today's service desk: completing the Google IT Support Professional Certificate on Coursera (3 of 5 courses done, plus Foundations of Cybersecurity) and refreshing toward the ServiceNow Certified System Administrator (CSA) — a platform I already used in my BPO days. I'm applying for remote roles supporting Philippines and North America teams.
Years on the phones in BPO environments taught me to explain technical fixes in plain language, stay patient under pressure, and keep the customer informed at every step.
I work problems in order — reproduce, isolate, check the basics first, document what I tried — the same discipline behind my ITIL Foundation training and my current Google IT Support coursework.
From operating systems, networking, and system administration to physically installing and wiring dashcams and car accessories — I can follow an issue from the ticket queue down to the cable.
Actively finishing modern, job-relevant training in 2026: networking, operating systems, IT infrastructure services, IT security, and a ServiceNow CSA refresher next.
Formal grounding in IT service management — incidents, requests, SLAs, and continual improvement — from my enterprise BPO years.
Security fundamentals completed October 20, 2026 — threats, risk, and the controls that keep users and systems safe.
I used ServiceNow in my corporate support roles. A focused CSA refresher is my next step after the Google certificate wraps up.
BS Computer Science
Asian College of Science and Technology · Class of 2010
The degree behind the career: programming and systems fundamentals that carried into a decade of support work — and still anchor how I troubleshoot today.
I'm available for remote service desk, help desk, and technical support roles. Fastest way to reach me is email — I reply promptly, Pacific Time.