Chrizel Biñas

Chrizel Biñas Employment Education Technical Support Engineer Dec 2024 - Present Thrive Nextgen (MSP) | Tahche Outsource, Cebu Provide remote technical support for a diverse range of managed service provider clients, ensuring rapid issue resolution and minimal downtime. Utilize ticketing systems like Service Now PSA to efficiently manage case priorities and enhance user experience through structured triage and documentation. Engage with cross-functional teams, including software developers and system administrators, to escalate and resolve complex technical issues swiftly. Develop and implement troubleshooting guides and best practices to streamline support processes and improve service delivery for clients. Network Administration Technology MFI Polytechnique Institute Inc, Pasig Jun 2010 - Oct 2014 Dual Training System - Technical Diploma Helpdesk Analyst Jul 2023 - Nov 2024 Benchmark365 Inc. (MSP), Cebu Key role: Provides Level 1 to Level 2 technical support to multiple partner clients based in AU, US, CA and SG, ensuring efficient issue resolution. Document and log ticket details: Incident or change request details, including troubleshooting steps, changes, documentation reference, communication made, and resolution done to ensure transparency and serves as guide if there’s any recurring issue using the main PSA – Halo. Triage tickets assigned based on defined scopes and priorities. Communication: Conducted outbound calls and emails to end users, facilitating clear communication and information gathering. Teamwork: Collaborates with L2 and L3 technicians before reaching out to Partner as a POC to resolve complex issues promptly. Maintained high levels of customer satisfaction through effective support and communication Ensured consistent documentation updates using Atlassian, IT Glue, SyncroMSP, and Hudu for any new knowledge our troubleshooting method done. Troubleshoot and resolve system components issues including hardware, software and peripherals. Install, configure and troubleshoot allowed or supported software and hardware on end user’s devices and liaise with 3rd party vendor or support as needed for Network or Standalone Printers & Scanners, Cloud Storage, M365 apps, VPN, LOB Apps and includes onsite and client's workstation optimization accordingly with the specified guideline or documentation Expert in User Account Administration: Adhere to each partner or client specifics for onboarding, offboarding and changes for any user account details and permissions using Windows Active Directory, Windows Essential Server 2012, Azure AD, JumpCloud, Google Admin. Access and management of email (Exchange, Policy and Compliance) - Email forwarding and rules, delegation, filtering, auto response, email tracing, policy, archiving and groups management. Provided remote assistance using RDS, Kaseya, Splashtop, TeamViewer, SyncroMSP, Comodo, ScreenConnect, Connectwise, NinjaRMM, and DattoRMM. Supported end user file access and backup using SharePoint, OneDrive, Teams, Network Drive, and NAS. Soft Skills Teamwork Attention to detail Adaptability Problem-solving Communication Organization Tools and Software Windows Active Directory Azure Active Directory Microsoft 365 (Words, Excel, Outlook and Powerpoint) Windows Desktop | OS Microsoft Exchange Admin Microsoft OneDrive IT Glue documentation SyncroMSP IT Helpdesk Support Jul 2019 - Jun 2023 Human IQ Ph Inc. (KPO), Cebu Deliver first and second-level IT support via 3CX calls, Zendesk tickets, and Kaseya VSA remote support for UK clients. Manage user accounts in Hybrid Active Directory (Windows Server 2008 & Microsoft Azure). Maintain tracking of company and client IT assets inventory. Coordinate client issues and requests with third-party application support. Administer and troubleshoot client VOIP accounts using 3CX systems. Oversee client wireless network access and perform AP maintenance using Ubiquiti - UniFi. Keep knowledge-based documents updated in IT Glue. Deploy Azure VPN certificates to user devices. Install, update, maintain, deploy, and troubleshoot company-provided devices and servers (Windows). Provide basic troubleshooting for client's personal devices (Windows, Mac, Android, iOS). Set up and perform basic troubleshooting for company printers (Ricoh & HP). Conduct daily anti-spam filtering checks for client accounts in Microsoft Defender. Deploy MFA policies and assist clients with Office 365 Multi-Factor Authentication setup via call, email, or remote support. Graphic Tracer / Vinyl Installer Mar 2018 - Jun 2019 BullyConcepts Decal Hub, Mandaue Expertly install foil and customized design stickers on vehicles (motorcycles, cars, trucks) and architectural surfaces (glass doors/windows). Trace graphic designs with precision using Corel Draw/Adobe Photoshop, Microsoft Teams ScreenConnect RMM Kaseya RMM Microsoft SharePoint Zendesk PSA Halo PSA Ubiquiti (UniFi) Microsoft Remote Desktop Microsoft Entra Microsoft Visio Mac OS and iOS Windows Servers (2003, 2008, 2012, 2016) ensuring high-quality, non-pixelated images. Operate cutter plotter efficiently using Flexi Application. System and Network Support Officer (In-house) Aug 2017 - Mar 2018 Gold Deluxe Ltd., Makati Provides assistance and support for Bank Token installation and issue resolution. Performs real-time payment sites connectivity checking and troubleshooting. Manages IP swinging from one circuit to another using Fortinet. Provides end-user support and system unit/device troubleshooting. Conducts hardware and software installation. Installs network printers (Epson). Creates network layouts and diagrams using MS Visio. Updates asset inventory for network devices. Manages network device backup configurations. Procures IT-related equipment and devices. Manages domain accounts with Active Directory. Oversees Wi-Fi access management using Ruckus. Manages email accounts through Microsoft Exchange. Administers DHCP management (MAC address whitelisting/filtering). Creates Slack accounts for users. Monitors network and servers using Cacti and PRTG. Conducts day-to-day network and system monitoring via email endorsement. Manages servers (DNS, File Server, Symantec Server, VM Servers, NAS, Safetica). Provides remote desktop post-fix support. Administers Windows VPN, Kaseya VSA, Zendesk Ticketing, IT Glue. Manages Microsoft OneDrive and SharePoint. Maintains ESET and Norton Security solutions. Conducts network monitoring using Nagios, SARG, MRTG, PRTG, Cacti. IT Specialist (In-house) Jul 2015 - Aug 2017 Cloversense Technology Inc. (formerly Global B2B Consultancy Inc. RSC), Makati Production Support (Inplaymatrix Ltd) Provides Level 1 support on the local client-side sportsbook site issue and in charge of restarting services in system using Team City and Back Office Assigning raised ticket using Bugnet to the developer Day to day monitoring of Spider, Octopus, Keryx and IGP System and Virtual Sports Grabbing Managing Scrapping and Autobet Accounts Website URL binding using SSLVPN Server usage report via SolarWinds (VPN Connection) Bugnet accounts housekeeping Cobain installation and assistance Sportsbook DB Weekly and Monthly Maintenance assistance Production Servers Monitoring Critical and High-level Criteria Issue Reporting to COO Infrastructure Provides end-user support and troubleshooting of system unit and devices to the Organization Hardware and Software Installation Network Printer Installation and Maintenance (Fuji Xerox DocuCentre) Firewall, F5, Switches and Servers Backup Configurations Network Layouts and Diagrams Creation using MS Visio / Network Diagram Designer / Adobe Photoshop / Excel Email Server / Account management (MDaemon & Pac Hosting) Domain Accounts Management (Active Directory) Polycom & Projector setup and assistance PABX implementation and management Testing of new devices / equipment / technology Procurement of IT related equipment and devices Day to day Bandwidth Monitoring using Orion Network Performance Server Management (DNS, File Server, Email Server, ESET Server, Virtual Servers and NAS) Google email accounts management Maintain IT Room, Server and Equipment in order Documentation (Inventories / Fixed Assets Requisition / Disposal Items / Accounts / Steps of Procedure / Office Layouts / Workstation Tracker) Access point management and firmware update Associate Technical Staff & Network Intern Oct 2013 - Jan 2015 Fujitsu Ten Solutions Philippines Inc, Ortigas, Pasig QA Tester (Jul 2014 - Jan 2015) Conduct basic operation, functional, and other testing to identify bugs or defects in software products. Report identified issues to the Development team for fixes and improvements. Ensure the quality of the product before market release. Network Internship (Oct 2013 - Jul 2014) Network connectivity and security maintenance Servers and workstations support and troubleshooting DNS and DHCP management (Windows Server 2000/2008 R2) Software and hardware installations (Fujitsu Laptop and Desktop) Network Printer access & troubleshooting (FujiXerox) CCTV Server maintenance Network cabling layout assistant ConnectWise RMM NinjaRMM TeamViewer RMM Zoom Kixie PowerCall 3CX Cisco / HP Switch Adobe Photoshop SophosVPN Citrix Workspace F5 Firewall Fortinet / Fortigate Ruckus Cisco Router ServiceNow 3C Logic OpsInsight Meraki Certifications Microsoft Certified: Administering Windows Server 2012 (70-411) Microsoft Security, Compliance, and Identity Fundamentals (SC900) Mimecast Email Security Cloud Gateway Fundamentals Helpdesk Habits