Jabez Garcera

JABEZ GARCERA IT Support Technician EDUCATION FEU – East Asia College Nicanor Reyes Sr. St., Sampaloc, Manila Bachelor of Science in Information Technology- About Me Helps businesses to maintain a stable, secure, and efficient IT environment, allowing them to focus on their core operations and achieve their business objectives. --Borol 2nd Balagtas Bulacan, Philippines SOFTWARE PROFECIENCY MS Windows (Windows 10,Windows 11, Windows server 2016) Connectwise Automate EXPERIENCE IT Technician - IT Engineer Matterhorn Motors -) • Performs deployment, preventive maintenance, troubleshooting, and repairs of computer units, printers and peripherals for over 50 offices/dealerships from north and south of Luzon. • Responsible for providing technical support via phone, remote, off-site or e-mail end users • Logging of calls, work request and complaints to the helpdesk ticketing system • Install and maintain network for both hardware and software • Responsible for system backups and troubleshooting • Assists users in the technical aspects of creation and modification of work files; answer questions and orients them in the use of information and communication technology equipment. IT Support Specialist BEL USA LLC - May 2018 - Present • Provided Tier 1-2 IT support to non-technical internal users via email, phone, chat and desk side support services. Office O365 suite (Outlook, Sharepoint) • Used ticketing systems to manage and process support actions and Remote applications (teamviewer, requests. Anydesk and Microsoft Remote Desktop) • Configured hardware and granted system permissions to new employees. Anti-Virus applications (Webroot AV, • Maintained applications to keep software current with necessary software updates and upgrades. Malwarebytes, Carbon Black, Mimecast) • Troubleshoot and resolve issues related to software, hardware, Administration (Azure, Active Directory) networks, and peripherals. (Account creation, Onboarding, Offboarding) • Followed up with clients to verify optimal customer satisfaction Forticlient VPN, AWS VPN following support engagement and problem resolution. • Configured hardware, devices and software to set up workstations for Acronis, Backblaze, FOG employees. Network Monitoring tool, (PRTG, DataDog) • Trained and supported end-users with software, hardware and network standards and use processes. Photo/Video Editing (Adobe Photoshop, • Researched product and issue resolution tactics to address customer Capcut, Canva) concerns. • Document all actions taken during problem resolution in appropriate SKILLS internal tracking systems Assist in the development and maintenance of user manuals and Strong Analytical & Troubleshooting skills guidelines. Customer support Ticketing System - JIRA Photo/Video Editing Product Research