Gladys Reyes

GLADYS V. REYES E:-P: - EXPERIENCE PROFILE A highly competent and goal-oriented IT Professional with experience in ICT industry since 2013. With excellent customer service skills and English communication skills which were enhanced through years of experience. A skilled multi-tasker with a good allaround technical skill and the ability to learn things in a short time. EDUCATION Nueva Ecija University of Science and Technology Nueva Ecija, Philippines B.S. Information Technology Year 2013 CHARACTER REFERENCE Norman Legaspi Service Desk Team Leader Canon Business Process Service Centre Philippines - Francisco Blanco Service Desk Team Leader FIS Global Solutions Philippines, Inc. - Client Services Engineer KMC Mag Solutions, Inc. March 2021 – Present • Providing daily advanced support for incidents and service requests; assisting global clients with desktop and server troubleshooting, account administration, software installation and troubleshooting • Windows OS troubleshooting and configuration • Office 365 and MS Exchange installation, administration, configuration, and troubleshooting • Active Directory and GPO administration • Microsoft Azure administration, configuration, and troubleshooting • Citrix & VPN administration and troubleshooting • Troubleshooting file and print servers • MDM support and administration • Adobe licensing and installation • Installing and troubleshooting Enterprise Antivirus and Spyware software (SentinelOne) • Cloud-based enterprise security management (Proofpoint and Mimecast) L1 Service Desk Specialist Canon Business Process Service Centre Philippines – Taguig City, Philippines May 2019 – February 2021 • Providing 1st and 2nd level of support to corporate clients. • Troubleshooting desktop related problems over the phone and through remote access tools. • Providing IT support via phone, email and chat. • Escalating problems to 3rd level support. • Active directory account creation / Exchange and Citrix troubleshooting. Perform Azure AD, On-Prem AD, and Exchange administration Perform printer management and troubleshooting. • Logging all calls and jobs via the helpdesk system. • Providing support for cloud-based authentication services e.g., Okta and Symantec VIP Access. • Troubleshooting Soft Phones. • Remotely accessing POS/EFTPOS servers for initial isolation if ICT concerns. • Troubleshooting virtual desktops (VMware Horizon Client, Amazon Workspaces Client). • Monitoring server and network alerts and sending email communications. Troubleshooting Citrix servers. IT Helpdesk FIS Global Solutions Philippines, Inc. – Makati City, Philippines August 2017 – April 2019 • Providing 1st level of support to corporate clients and FIS’ internal employees. • Troubleshooting desktop related • Escalating tickets to 2nd and 3rd level support. problems through phone and remote • Escalating priority tickets to Incident Manager and sending out email communications. access. Monitoring Change Requests and assigning it to the resolving team. • Troubleshooting VPN connections, McAfee EPO, RSA tokens. • Troubleshooting desktop problems (Blue screen, slow PC performance, network issues). • Office 365 administration and configuration. • Troubleshooting MS Office tools. • Configuring and troubleshooting Mobile Device Management (Intune). • Mapping of network drives. • Troubleshooting Citrix connections. Technical Support Representative Concentrix (formerly Convergys) June 2013 to June 2017 • Troubleshooting network connections in residential set-up. • Installing, configuring and troubleshooting routers in residential set-up. • Troubleshooting desktop issues via remote tools. • Troubleshooting VPN Connections. • Lodging tickets for dispatches and coordinating with local technicians. • Coordinating with other teams e.g., Sales, Billing, Dispatch TECHNICAL SKILLS • With broad knowledge about software tools • PC Troubleshooting • Ability to handle multiple accounts Active Directory Management Knowledge and experience in ITIL and Critical Incident • MS Exchange, Office 365 Applications • • • • Client & People-facing skills Management Citrix Receiver and Citrix Director MS Office 365 (Sharepoint, One drive, Exchange) Kaseya Providing a high-level of customer service and communication, meeting, and exceeding client expectations CERTIFICATIONS, TRAININGS AND SEMINARS Microsof Certified: Azure Fundamentals November 20, 2020 MCID:- Cisco Firewall, VPN, ACL & NAT Services Nexus – Pasig City, Philippines January 2017