Roberto Chino D. Protacio

First of all, I thank you for viewing my profile. I've been working in Information Technology company as an Incident Manager and I've been practicing for more than 4 years of professional IT experience. I have a team oriented approach and great quality customer service. I demonstrate high understanding of the customer/client's business needs and provide expert insights to multiple general support issues. I specialize in analyzing critical business needs, creating effective business reports and coordinating with clients.

My expertise includes:

-Answering calls, phone calls, email and chat in a professional manner

-Creating high quality reports

-Provides support with Microsoft Office product applications

-Provides desktop support (Windows 7 and Windows 10)

-Experienced in using Remote Desktop Connection (LogMeIn, ProxyPro and TeamViewer)

-Experienced in using ZOOM, WebEx and Google Meet

-Experienced working with Virtual Desktops (Citrix, VMWare, Pulse Secure)

-Experienced in using Microsoft Office tools

-Providing support on different software installation and issues

-Exchange Management Console

-Microsoft Office 365

-Experienced using different VPN

-Experienced using ServiceNow and CA tool

-Certified Trainer

-Apprentice Team Leader

-Knowledge with Router and Switching

-Knowledge with Network connections

-Knowledge with Active Directory support

-Determining potential outages and their priorities

-Creating high extensive reports

-Analyzing critical business needs

-Coaching and leading a team

I don't procrastinate and always make sure to do my job before the deadline. I assure myself on providing the highest quality of work and will never complete a job until the client is 110% satisfied.