Available to hire
I’m a technology support professional with about 5 years of experience across tech, telecom, retail, healthcare, airline, logistics, and enterprise environments. I recently completed a Master of Information Technology with a specialization in AI and Data Science, and I thrive on resolving complex hardware, software, and network issues while turning technical details into clear guidance for users. I enjoy collaborating with global teams and driving process improvements, documentation, and knowledge-base development to support fast-paced operations.
I excel at incident management with ServiceNow, Jira, and Salesforce, and I work across Windows, Linux, iOS, and Android. I am comfortable delivering 24/7 support coverage and delivering secure, efficient, and user-focused solutions in high-stakes environments.
Skills
Language
English
Fluent
Work Experience
Senior Associate – Workplace Services at Coforge Pte Ltd (Virgin Australia)
February 1, 2024 - March 1, 2024Delivered first-line and second-line IT support across Virgin Australia’s Perth operations, providing remote and in-person assistance for end-user devices, applications, and network connectivity. Diagnosed and resolved incidents involving Windows systems, Office 365, Active Directory accounts, and network printers within defined SLAs using ServiceNow. Supported Microsoft Teams configuration and SharePoint Online migration, tenant setup, permissions management, Power Automate workflow optimization, and post-implementation support across M365 tools. Configured and deployed hardware including laptops, peripherals, and POS terminals for staff onboarding and replacements. Maintained asset and ticket records in ServiceNow and JIRA, monitoring system health through dashboards to pre-empt disruptions and escalations for root-cause analysis. Contributed to documenting troubleshooting steps, knowledge base updates, and procedural improvements.
Consultant – Retail Technical Support at Telstra Group Limited
April 1, 2023 - October 1, 2023Provided frontline technical assistance to customers in-store and remotely, resolving connectivity, device, and account-related issues across Telstra’s network and services. Troubleshot broadband, mobile, and NBN faults; performed device resets, Anti-Virus, Intune, SIM activations, and configuration updates. Collaborated in real time with Technical Operations and Tier 2 teams via Confluence and shared dashboards to review incident data and identify root causes and resolution steps. Redesigned workflows and provided cross-platform support across Microsoft Teams, SharePoint, and Outlook to streamline collaboration, automate approvals, and enhance productivity. Set up and configured smartphones, modems, routers, and printers, while educating customers on device operation, cybersecurity, and service optimization. Documented service cases and issue resolutions in JIRA and Salesforce to report recurring issues and improve system reliability.
Associate Software Engineer at Accenture Inc.
June 1, 2022 - January 1, 2023Supported enterprise-scale applications by troubleshooting software bugs, performance issues, and integration errors reported by clients and internal users. Used Microsoft Teams, SharePoint, and Outlook for project collaboration and training, integrating workflow automation and documentation practices. Performed root-cause analysis and coordinated with cross-functional teams via JIRA and Confluence to ensure timely resolutions aligned with SLA and ITIL requirements. Assisted in configuration management, deployment of software updates, and environment maintenance to ensure system stability. Documented procedures, bug fixes, and configuration changes in knowledge base articles to support ongoing maintenance and training. Conducted data validation, testing, and version control using Git, participating in Agile sprints to deliver high-quality releases on time.
Senior Application Support – Digital Marketing & Data Analysis at Google Operations Center
February 1, 2022 - April 1, 2022Provided technical and analytical support for Google’s digital marketing platforms, resolving data discrepancies, dashboard errors, and tagging issues affecting real-time campaign performance. Investigated console logs, browser developer tools, network configurations, and VPN connections to diagnose tracking and rendering issues. Troubleshooted Google Tag Manager, Google Analytics, and Ads Data Hub to ensure accurate event tracking. Queried and maintained large SQL databases to extract insights, verify campaign metrics, and identify trends. Collaborated with product engineers, data analysts, and QA teams via JIRA and Confluence to log incidents, share documentation, and track resolution progress. Authored and maintained internal knowledge base articles and workflow guides.
Technical Engineer (Wise Systems) at Magellan Solutions Outsourcing Inc.
July 1, 2021 - January 1, 2022Monitored autonomous fleet and logistics platform performance in real-time, detecting anomalies across Windows, iOS, and Android devices. Investigated and resolved software bugs, compatibility issues, and network/GPS errors affecting fleet operations and user functionality. Used AWS cloud services (S3, EC2) to manage client datasheets and edited JSON files in the database to update user information. Coordinated via Microsoft Teams, SharePoint, and Outlook to oversee project updates, automate workflows, and maintain knowledge repositories. Optimized routing for truck drivers, troubleshooting pin location errors and route calculation issues. Managed tickets and issue tracking through Jira and Zendesk, providing 24/7 monitoring and handover for a global remote team. Collaborated with engineering teams to implement long-term fixes and updates, and documented recurring issues and SOPs to expand the internal knowledge base.
IT Helpdesk – Healthcare Support (CHI Health, US) at Unisys
February 1, 2021 - August 1, 2021Provided technical support for clinical and administrative staff, resolving issues on PCs, laptops, Citrix environments, EHR systems, and A/V conferencing tools across Windows, Mac, and Linux. Investigated compatibility between legacy systems, cloud-based applications, and newer technology deployments to maintain uninterrupted healthcare operations. Coordinated via Microsoft Teams, SharePoint, and Outlook to manage support tasks, documentation, and collaboration. Managed user accounts and permissions in Active Directory, including email listings and security groups, and administered Office 365 configurations. Monitored incident tickets in ServiceNow and documented recurring issues and resolutions in the knowledge base. Collaborated with global IT teams to provide 24/7 coverage, and ensured HIPAA/EHS/compliance with proactive checks on accounts and devices.
IT Field Technician Intern at Northgate Technologies Inc.
January 1, 2020 - March 1, 2020Delivered onsite technical support for desktops, laptops, and peripheral devices; diagnosed hardware and software issues for corporate clients. Assisted with software deployment, patch management, and system configurations. Provided user onboarding support, setting up accounts, email access, and application permissions across Windows and Office 365. Troubleshot connectivity, printer/network errors, and application conflicts, escalating complex issues to senior engineers when required. Documented recurring issues, resolutions, and deployment procedures to build internal knowledge base for future reference.
Tier 2 Technical Support (Google Workspace) at Telus International Inc.
July 1, 2016 - April 1, 2017Provided advanced B2B technical support for Google Workspace, Google Domains, Google Admin, Chromebooks, and domain hosting services; resolved complex SaaS and email issues. Troubleshot escalated cases involving account access, email delivery errors, sync problems, and permissions conflicts across Windows, macOS, and mobile platforms. Assisted with user migrations, system configurations, and integration issues with third-party applications; managed networking setup (DNS, HTTPs, TLS/SSL). Investigated browser and network-related errors using F12 tools and logs. Managed tickets via Salesforce and collaborated with global teams to share findings and maintain service continuity.
Technical Consultant – ISP Support (Telstra / Teletech) at Teletech
August 1, 2015 - March 1, 2016Provided Tier 1 technical support for residential internet and telephone services, diagnosing line faults, connectivity issues, and device malfunctions. Configured, tested, and troubleshot routers, modems, and home networking setups across Windows, macOS, and mobile platforms. Assisted customers with service migrations, account setups, and device configuration. Performed administrative setup and ongoing support for Microsoft 365 tools (Outlook, SharePoint, Teams). Accessed user information, tickets, and communications via Salesforce to track incidents and escalate complex issues. Guided users through problem-solving steps and documented recurring issues to support knowledge sharing.
Education
Master of Information Technology (Artificial Intelligence & Data Science Specialisation) at Murdoch University, Western Australia
January 1, 2023 - January 1, 2025Bachelor of Science in Computer Engineering at Lyceum of the Philippines University, Philippines
January 1, 2017 - January 1, 2021Qualifications
Industry Experience
Healthcare, Telecommunications, Retail, Transportation & Logistics, Software & Internet, Professional Services, Travel & Hospitality, Education, Other
Skills
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