Jenser Cabañas
IT Support
Specialist
PROFESSIONAL SUMMARY
CONTACT
Anini-y, Antique
Experienced IT Professional with 11 years of expertise in Technical
Support, Incident Management, and remote troubleshooting.
Skilled in IT systems, Technical Writing, Cybersecurity, Software
Installation, and customer service.
Proven ability to provide technical support and consulting for
businesses, with a focus on problem-solving and efficient
communication.
WORK EXPERIENCES
Helpdesk Technician II
-
Stefanini Philippines
EDUCATION
AMA Computer College
Bachelor of Science in
Information Technology-
Delivered end-user technical support and
troubleshooting for 200+ users, leveraging ServiceNow
ticketing system to resolve hardware and software issues,
improving first-call resolution rate by 15%.
Triaged and prioritized 50+ daily incidents using ITIL
framework, reducing average resolution time from 12
hours to 6 hours.
Technical Helpdesk Analyst
SKILLS
Remote IT Support
Technical Writing and
Documentation
IT Consulting for
Infrastructure and
Cybersecurity
Software Training and
Hardware Maintenance
Home Network Setup and
Cybersecurity Auditing
Customer Service,
Communication, and
Problem-Solving
Ticketing Systems and Active
Directory Management
Network Troubleshooting
-
Atos Information Technology
Delivered remote support for 100+ enterprise users,
diagnosing and resolving network and system
configuration issues using Active Directory and SCCM,
achieving 90% first-contact resolution.
Supported 50+ remote retail locations by troubleshooting
PED payment devices, POS servers, and back-office
systems, minimizing downtime and ensuring business
continuity
Technical Support Representative
-
West Contact Services (now Alorica)
Managed 60+ daily inbound customer inquiries and
technical issues for internet, telephony, and cable services,
consistently achieving 95% customer satisfaction rating.
Resolved complex billing and technical escalations for
telecom customers, reducing repeat call volume by 20%
through clear communication and effective
troubleshooting.
