Gilyn C. Tiglao
- ;-Tanza, Cavite, Philippines
Motivated and results-driven computer engineering graduate seeking a challenging position within a large
organization as an IT or a network engineer. Offering a strong foundation in tech concerns, data analysis, and
project management, with a proven ability to drive efficiency, deliver successful outcomes, and collaborate
within cross-functional teams.
SKILLS
Office 365 apps
Major Incident
Management
Network and Infrastructure
Data analysis
Remote technical
support
Hardware configuration
Software installation
System diagnostics
Application support
Troubleshooting and
Diagnostics
Operating systems
Ticketing systems
PROFESSIONAL EXPERIENCE
Optum Global Solutions
August 2024 - Present
Technical Support Analyst
Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Patched software and installed new versions to eliminate security problems and protect data.
Resolved issues with systems, hardware and telephones quickly and accurately.
Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify
opportunities for collaboration.
Boosted network, system, and data availability and integrity through preventive maintenance and
upgrades.
Used ticketing systems to manage and process support actions and requests.
Diagnosed and troubleshot hardware, software and network issues.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Resolved complex technical issues for clients, enhancing overall system performance.
Atos / XBS Disposition
March 2021 - August 2024
Technical Service Desk Analyst Level 2
Skilled in Windows Active Directory, including network drive access, admin rights and password
management.
Experienced in M365 troubleshooting, with expertise in user management, permissions, shared mailbox,
OST file renaming, and outlook options and functionality.
Proficient in computer hardware and network troubleshooting, including ipconfig and DNS checking.
Knowledgeable in remote desktop software, such as VDI.
Responsible in Software installations and computer maintenance.
Skilled in ticketing tools including Service Now.
Works with network printer troubleshooting, including remapping, queue deletion, driver installation and
spooling.
Provides 2nd line of support for our level 1 technicians.
VXI Global Holdings
Feb 2019 - Dec 2020
Account Associate
Conducted competitive analysis research to stay informed about competitor offerings and strategized
accordingly.
Conducted regular account reviews, identifying opportunities for improvement and implementing
necessary changes.
Implemented innovative account strategies, leading to increased revenue for both the company and
clients.
Streamlined account management processes for improved efficiency and accuracy.
Alorica/West Inc
July 2017 - Jan 2019
Technical Support Representative
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Provided remote assistance to customers experiencing technical difficulties, guiding them through stepby-step resolutions with patience and professionalism.
Improved customer satisfaction by providing timely and accurate technical support for various software
and hardware issues.
Resolved complex technical problems through effective troubleshooting techniques, enhancing the user
experience.
EDUCATION
Bachelor of Science in Computer Engineering
Cavite State University-Main Campus
2019
