Darwin S. Javeña
📞- | 📧-| 📍 Pasig City, Philippines
💼 IT Service Desk Specialist | Technical Support | Systems Administration
PROFESSIONAL SUMMARY
Motivated IT Service Desk Specialist with over two years of experience delivering Tier 1 and Tier 2 technical support in enterprise environments. Skilled in user account management, hardware/software troubleshooting, device provisioning, and IT asset lifecycle management. Proficient in Active Directory, Microsoft 365, and endpoint management tools. Experienced in handling phone, email, and in-person support with a strong customer service mindset.
PROFESSIONAL EXPERIENCE
Field Systems Engineer / GLIMR Application Admin
Beyondsoft International – Microsoft Project
📍 June 2023 – July 2025
• Acted as first point of contact for technical support via phone, email, and in-person.
• Performed user onboarding and offboarding, including account creation, deactivation, and password resets.
• Managed folder shares, permissions, and access controls using Active Directory.
• Administered GLIMR tools for giveaways, loans, inventory management, and asset requests.
• Created and enforced end-user IT policies and procedures.
• Imaged and provisioned laptops/desktops based on departmental requirements.
• Wiped and documented returned user devices for reuse or decommissioning.
• Maintained and updated IT asset inventory and generated detailed reports.
• Diagnosed and resolved software, hardware, and peripheral issues.
• Escalated unresolved issues to Level 3 support teams and tracked ticket resolution.
• Participated in IT training and knowledge-sharing sessions to enhance service delivery.
EDUCATION
Pamantasan ng Lungsod ng Pasig
Bachelor of Science in Information Technology
📍 August 2019 – July 2023
• Graduate Scholar
CERTIFICATIONS
• Google IT Support Professional Certificate
Issued: June 2025 | Credential ID: V6FMXDVKQJ8J
• The Bits and Bytes of Computer Networking – Google
Issued: July 2025 | Credential ID: 5KFM2DOXKVIJ
TECHNICAL SKILLS
• Support Tools: Active Directory, Microsoft 365, GLIMR, Jira Service Desk
• Device Management: Windows Imaging, Endpoint Provisioning, Compliance Checks
• Networking: TCP/IP, DNS, DHCP, Basic Linux and Wintel Environments
• Ticketing Systems: ServiceNow
• Monitoring: System Alerts Triage and Escalation
• Documentation & Communication: Incident Logging, Knowledge Base Creation, Customer-Focused Support
