John Allen Apatan

 John Allen Apatan| System Engineer Top Technical Competencies • End User Support/ Desktop Troubleshooting: Hardware & Software Troubleshooting, Logistics application support, MS Office Application Support, Printer Support, Desktop Connectivity Support. • Active Directory: User and groups management • Office Admin Centers: Exchange admin, Azure (Entra ID), SharePoint Admin, Teams Admin etc. • Device Management: Intune, MDM • Printer Setup & Troubleshooting: Printer mapping, Scan to email/folder • Network Troubleshooting: TCP/IP, DHCP, DNS, etc. • VPN support: NetExtender, AnyConnect, ZScaler • PSA & RMM Tools: CW Manage, ServiceNow, CW Automate, Datto, Kaseya, Bomgar, LogMeIn/LiveLens • MFA: MS MFA, Google Authenticator, Cisco Duo • Firewall: SonicWall, PfSense, Cisco Meraki Employment IT By Design March 2025 – Present System Engineer • Provides specialized IMS (Infrastructure Managed Service) support for small to medium-sized businesses across the USA, ensuring seamless and uninterrupted IT services. • Efficiently created, disabled, and modified user accounts, access permissions, and organizational units (OUs) for users, groups, and assets in On-Premise, Cloud, and Hybrid environments. • Skillfully utilize RMM tools such as ScreenConnect, Datto, and Kaseya to troubleshoot and resolve user computer issues with speed and efficiency. • Proactively managed and tracked incident resolution through ConnectWise service tickets, significantly improving response times and customer satisfaction. • Configure and optimize SonicWall NetExtender and FortiClient VPN networks to meet stringent performance requirements, ensuring reliable and efficient network operations. • Supported multi-factor authentication setups using Cisco Duo, Microsoft MFA and Google Authenticator • Provides prompt and effective remote technical support by responding to user emails and calls, addressing and resolving technical malfunctions. • Vigilantly monitored Auvik alerts to detect and mitigate potential critical outages, maintaining system stability and reliability. • Delivers clear and concise advanced technical support, adeptly guiding clients through troubleshooting processes with ease. • Authored and published comprehensive support documentation in IT Glue, enhancing the knowledge base and facilitating future issue resolution. • Perform robust data backup operations using Datto Backup and Axcient, ensuring data integrity and availability in case of system failures or data loss incidents. HCLTech Jan 2024 – March 2025 Senior ServiceDesk Analyst • Worked on Helpdesk L1/L2 tickets related to end-user issues using PSA tools like CW Manage and ServiceNow. • Provided desktop and laptop hardware/software troubleshooting and support for logistics and business-critical applications. • Handled user login, password resets, and account unlocks via Active Directory and Entra ID (Azure AD). • Managed user provisioning and deprovisioning, including group memberships and mailbox access. • Assisted with onboarding/offboarding processes, including device setup, user permissions, and mailbox configuration. • Utilized Bomgar and ScreenConnect to deliver prompt remote troubleshooting and issue resolution, streamlining support workflows and ensuring a responsive IT service experience • Supported O365 applications (Outlook, Teams, Word, Excel, PowerPoint) ensuring user productivity. • Performed printer setup and troubleshooting, including mapping, scan-to-email/folder configuration, and connectivity issues. • Administered Citrix-based virtual desktop infrastructure (VDI), ensuring secure, high-performance access for remote users and maintaining optimal resource utilization. • Managed VPN access and connectivity issues using NetExtender, AnyConnect, and ZScaler. • Performed network troubleshooting involving TCP/IP, DNS, DHCP, and local connectivity issues. • Supported multi-factor authentication setups using PingID, Microsoft MFA and Google Authenticator. • Configured and managed user mailboxes, aliases, and email forwarding in Exchange Admin Center. • Assisted in device enrollment and compliance using Intune and MDM tools. • Utilized Azure and SharePoint Admin Centers for permissions, site access, and file management support. Foundever Nov 2021 – Jan 2024 Technical Support Representative • Provided remote technical support for consumer and business-grade printers (Inkjet & LaserJet) across Windows, macOS, Android, and iOS platforms. • Handled printer configuration, connectivity issues, driver installation, and software troubleshooting. • Delivered efficient remote troubleshooting and support using LogMeIn and LiveLens, swiftly diagnosing technical issues to minimize downtime and enhance user productivity. • Provided multi-channel support (voice, chat, and email) with a focus on high customer satisfaction and first-call resolution. • Assisted users with account configuration, subscription management, and warranty options. • Enhanced troubleshooting efficiency by revising and expanding internal knowledge base articles, ensuring clarity, accuracy, and relevance for end users and support teams. • Performed real-time simultaneous assistance for complex cases and product escalations. • Upsold service subscriptions and promoted new products for out-of-warranty devices. • Maintained detailed documentation of customer interactions, resolutions, and escalations. Highpoint Services Network Oct 2020 – Apr 2021 Technical and Service Associate • Acted as liaison between client branches (Manila, Cebu, Davao) and partners (CMPI, PMPC) for service coordination. • Provided hands-on technical support at the Service Center, specializing in troubleshooting and repairing laptops and printers to restore full functionality and maintain operational efficiency • Processed purchase orders, sales invoices, service orders, warranty claims, and inventory transfers. • Maintained and updated databases of customer records and service cases, ensuring data integrity and punctual monthly reporting. • Acted as a technical liaison for the sales team, translating complex product features into tailored solutions for both B2B and B2C clients. • Delivered prompt and informative responses to product and service inquiries, enhancing customer experience across diverse market segments. Infinite Grafix & Outdoor Advertising Inc Sep 2016 – July 2020 IT Technical Staff • Delivered end-to-end technical support for desktops, laptops, mobile devices, and printers across various business units. • Conducted user training on core productivity and creative software platforms including Microsoft Office 365, Adobe Creative Suite, antivirus solutions, and remote access tools (TeamViewer, Chrome Remote Desktop). • Provided functional support for key O365 applications (Outlook, Teams, Word, Excel, PowerPoint) to maintain seamless business productivity. • Oversaw the procurement and lifecycle management of software licenses, ensuring compliance, cost-efficiency, and alignment with organizational needs • Installed, configured, and maintained hardware, software, and peripherals, ensuring optimal system performance. • Executed printer deployments and troubleshooting, including device mapping, scan-to-email/folder setup, and resolving connectivity issues. • Administered user credentials and access rights using Active Directory, including login management, password resets, and account unlocks. • Oversaw user lifecycle tasks such as provisioning/deprovisioning, mailbox access, and group membership updates. • Facilitated onboarding and offboarding processes, handling device setup, user permissions, and mailbox configurations. • Diagnosed and resolved network-related issues spanning TCP/IP, DNS, DHCP, and local connectivity concerns. • Managed hosting server configurations, email system administration, and website updates to maintain online presence and communication. • Enforced network security policies and conducted preventive maintenance to uphold system integrity and availability. • Contributed to the development and refinement of technical procedures, infrastructure enhancements, and IT operational policies. • Delivered IT services aligned with production Educational Qualification Associate in Computer Science Trainings/Certifications • MSP Processes & Workflows - Ticket life cycle, dispatch, time entries, change management, escalation Workflows, SLAs management, email etiquette, and customer service. • ITIL® v4 • ConnectWise Automate Service Technician. • ConnectWise PSA Engineer/Technician • Windows Desktop Support (End-User Computing). • Windows Server & AD Administration. • Office 365 User Management. • Firewall Configuration & Management • Virtualization (ESXi, vSphere, Hyper-V) • NCII – Computer System Servicing • Computer Hardware Servicing, Web Page Development and Cisco Networking. • Procurement of Hardware and Software • HP Instant Ink Customer Support – Cross Training • HP and HP+ InkJet and LaserJet Printer Repair and Troubleshooting for Windows, Mac and Mobile Devices • Canon 1st and 2nd Generation Laser Printer Repair, Troubleshooting and Guidelines in Parts • Purchasing and In Warrant Labor Claims for Canon Printer