Alvin Miraflor
IT Admin
--General Trias City, Cavite, 4107 Philippines
www.linkedin.com/in/alvin-miraflor
PROFESSIONAL SUMMARY
Dedicated IT professional with 14 years of expertise in systems management, network security, and software development.
Skilled in troubleshooting, optimizing performance, and implementing innovative solutions to enhance efficiency and drive
business success. Committed to continuous learning and adapting to emerging technologies.
WORK HISTORY
Darwinbox Technologies Corp.
IT Admin & Procurement Manager
May 2022 - Present
Managed servers such as Microsoft 365, ManageEngine, Sophos, and network and workstations (Windows,
Mac, and Linux) to maintain stability, security, and compliance of all corporate properties and workflows in
accordance with the global ISO standards.
Tracked and controlled the company's asset inventory, ensuring all records were correct and up to date.
Mainta
Continuum Global Solutions
Desktop Support Technician
June 2021 - April 2022
Participated in collaboration with trainers to conduct readiness sessions for onboarding employees by
performing initial setup and troubleshooting of desktops and equipment.
Schedule and track shipment of company assets, ensuring that ETA of delivery to recipients reaches 100% of
the time. Collaboration with the logistics team.
Microsourcing Philippines, Inc.
IT Service Desk Analyst
December 2020 - May 2021
Resolved user requests and issues within SLA times, resulting in a customer satisfaction rate of 97%.
Wrote detailed technical documentation to ensure user understanding of system operations and processes.
Allegis Global Solutions
Senior Service Desk Associate
January 2019 - December 2020
Responded to all technical issues, escalated to Level 3 field support for onsite hardware configurations, and
application support for client and third-party apps issue escalations and resolution.
Primary tasks include Windows Server back end tasks: 35% active directory management, 15% files and
storage mapping, 20% RDP, 10% WSUS. 10% SCCM and 10% DNS with domain controller configuration.
Reimage Philippines, Inc.
Tier 2 Technical Support Representative
January 2017 - February 2019
Act as a second level of support, responding to all communication channels with customers to resolve
escalated issues effectively via outbound call rates of 20%, 50% remote troubleshooting, 15% email, and 15%
chat.
Developed a systematic approach for tracking upsell opportunities and support interactions in Kayako CRM;
streamlined reporting processes led to improved data accuracy and reduced ticket resolution time by 15%.
Pragmanila Solutions Inc.
Technical Helpdesk Support Specialist
August 2016 - December 2016
Performed technical support by performing product testing, minimal coding for mobile and web, tracking issues
and tasks via JIRA, and escalation to front and backend developers.
Worked with administrative tasks such as encoding business revenue costs and saving them in a CRM system.
The management and CEO provide the orders for moving, updating, and maintaining desktop and network
systems.
TeleTech (TTEC)
IT Service Helpdesk Associate
August 2015 - February 2016
Performs administrative tasks, controls inventory as required, monitors error reporting systems, and responds
to all error reports within established timeframes.
Implemented a user-friendly IT support system that reduced helpdesk tickets by 99%.
Trained and mentored IT staff and onboarding candidates, resulting in improved technical capabilities and
customer service.
Accenture
Desktop Support Specialist
June 2011 - June 2015
Administered system health, hardware, software, and security and ensured asset inventory is updated and
compliant in accordance with the company's policy.
Proficiency in a variety of desktop systems and file server analysis techniques, diagnostics, and advanced
troubleshooting techniques for known Windows OS, server, and third-party applications.
PROJECTS
Upwork - GigPlus / Microsoft Amplify: Product Trials Nurturing
M365 Technical Advisor
October 15, 2024 - January 3, 2025
EDUCATION
AMA Computer Learning Center
Graduated Associate’s Degree - Diploma in Software Development
October 2008 - May 2011
GPA of 3.3
SKILLS
Computer hardware & software servicing
Microsoft 365, MS Office
Windows Server
MacOS & Linux/Unix Administration
ITIL
HTML, CSS, XML, GIT, JS, Python
Networking
Can work under pressure
Team player
Adaptability
Customer service
Has a can-do & positive
attitude
