Jeffrey Arquero

JEFFREY I. ARQUERO IT Desktop Support Specialist Block 3 Lot 6 Everlasting St. Cherryville Subdivision Taytay, Rizal PH - - CAREER SUMMARY: To be able to use my knowledge in my preferred field as a tool in utilizing my skills, develop professionally and be able to contribute for the further growth of the company. WORK EXPERIENCE: Cybalink Solutions IT Desktop Support Specialist | February 2020 – Aug 2023 Provide service and technical support to internal users on a variety of technology issues over the phone, through email, in person, and online chat. Creation, onboarding, and maintenance of user accounts. Provide remote support assistance when needed. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents and request. Responsible for communicating system outages or impairments to the organization per established guidelines and procedures. Allegis Senior IT Service Desk Analyst | June 2018 – Feb 2020 Provide first level support on all IT-related issue or request reported to the Service Desk by end users via phone or email. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents and request. Escalate and coordinate with resolver group if needed for faster resolution of tickets. Concentrix IT Service Desk | July 2017 – May 2018 Document and assist all support calls and reporting request to proper department. Troubleshoot POS machine (Micros and Aptos) and configure, maintain the system for seamless operations. Troubleshoot related incidents as they arise and workstations and related hardware and software. Monitor tickets progress and check proper procedure if needed escalation to correct department. Performs remote access to computer and POS machine. Stefanini IT Helpdesk | Feb 2016 – Feb 2017 Provide technical assistance and support for incoming queries and issues related to computer system, tablets, software, and hardware. Assist end users with maintaining account from Active Directory. (Resetting password, profile update, accounts reactivation). Performs remote access to user`s computer and devices. Teleperformance Level 2 Technical Support Representative | Feb 2012 – Jan 2016 Answering inbound support calls and making outbound support calls to assist users with technical issues and requests. Provides IT support relating to technical issues involving printer concerns. Helps with Level 1 support and managing queue. Sykes Technical Support Representative | Nov 2010 – May 2011 Answering inbound support calls and making outbound support calls to assist users with technical issues and requests. Provides IT support relating to technical issues involving printer concerns. Helps with Level 1 support. EDUCATION:- Institute of Creative Computer Technology Bachelor of Science in Computer Science CERTIFICATIONS: ITIL V3 Issued: Sept 2, 2017 | Certificate number: GR-JA HDI Issued: Sept 7, 2017 KNOWLEDGE AND SKILLS: Active Directory Azure AD MS Exchange SharePoint administration Citrix VPN Remote Tools Microsoft Office Printer setup and troubleshooting CHARACTHER REFERENCE: Samuel Hernandez Technical Support Engineer Contact number: - Terence Ordiales Process Specialists - Teleperformance Contact number: -