Results-driven for being responsible for managing and maintaining an organization's computer
systems, software, and networks over for 6 years of progressive experience in IT operations, specializing in
processing and system monitoring. Proven ability to manage shift operations and ensure timely execution of
batch jobs with minimal errors. Adept at troubleshooting and process optimization.

I've been working in the BPO industry for more than 10 years as a Technical Support and Service Desk Analyst.

Hi! I’m -----------, a reliable and tech-savvy Virtual Assistant from the Philippines.
I have a strong background in IT Helpdesk and administrative support, with hands-on experience in Windows systems, user account management, data handling, and daily operational support.
I help business owners save time by handling tasks such as:• Email and calendar management• Data entry and document organization• Online research and reporting• Technical and IT-related support• File management using Google Drive and Microsoft tools
I am detail-oriented, easy to communicate with, and can work independently with minimal supervision. I value confidentiality, accuracy, and meeting deadlines.
If you’re looking for a Virtual Assistant who understands both technology and business operations, I’d be happy to help.

More than six years as an IT Service Desk/Helpdesk Analyst and two years in Admin office for a Business Process Outsourcing company.

I have served huge companies like Sutherland, Optum-United Health Care company, Google. I have also served different clients, full time, from Canada and United States.

The following are the tools I have experience with:

Ticketing Systems:
ServiceNow
Freshdesk
JIRA
Connectwise
Autotask PSA
Salesforce CRM

Remote Control Tools:
Connectwise Manage
Datto RMM
Bomgar Helpdesk -BeyondTrust
ScreenConnect
Teamviewer

VPN:
Pulse Secure
Sonicwall
Forticlient
Cisco Anyconnect
Global Protect
OpenVPN Connect

Other relevant tools:
Active Directory
TransferWise
VMWare
Microsoft Office 365
Azure
Microsoft Teams
Microsoft Outlook

Skype for Business
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Trend Micro
LastPass
IT Glue
Brightgauge
Appriver
Scalepad
Meraki
Ubiquity
Citrix
Powershell
Dropbox
FileShare
Sharepoint
OneDrive

Please check my employment history below for a detailed job description. I am looking forward to be a part of your team and contribute to the growth of your company.

Dean Flobert A. Rusiana is a graduate of Bachelor of Science – Information Technology at Cebu Institute of Technology - University. He was a Software Engineering Analyst specializing in PeopleSoft Capability in Accenture, Inc. Philippines. He has 5 years of work experience using Packaged Application: PeopleSoft. During those 5 years, he had worked on four projects, Brookings Institute, Singapore Polytechnic, Marriott and IESE. Two of those projects are Campus Solutions, one was for HCM/HR and the other is Financials. During those times, he was able to hone his skills, both technical and functional, and learn a lot more with the entire task that was assigned to his and with all the trainings that he was able to attend to. He was able to work on creating enhancements, fixing tickets, do retrofitting upgrades and testing for multiple releases.

5 years of experience in the BPO industry, 3 years as a virtual assistant and 9 months working as a Bilingual Arabic English agent. Well known for my bilingual skills, computer literate and fast learner.

IT Support Specialist and Helpdesk Technician with over 6 years of experience providing technical support, MSP support, customer service, and remote IT assistance for clients across the US, Canada, and Australia. Experienced in Microsoft 365 administration, Azure AD / Entra ID, Outlook, Teams, SharePoint, OneDrive, Windows and Mac OS troubleshooting, VPN and firewall configuration, network diagnostics, remote desktop support, ticketing systems, POS support, CCTV/security systems, and hardware/software troubleshooting. Skilled in resolving technical issues independently, managing escalations, creating SOP documentation, and delivering excellent support in fast-paced remote environments.

If you're looking for someone reliable, detail-oriented, and easy to work with—I can help.

I have 3 years of experience in customer and technical support, handling calls, emails, and chats for U.S.-based clients. I’m experienced in CRM systems, troubleshooting technical issues, and managing multiple customers while maintaining high-quality service and accurate documentation.

I don’t just respond to customers—I make sure they feel heard, supported, and taken care of. I’m proactive, organized, and committed to long-term growth with the right team.

I’m also a Christian, and I bring integrity, professionalism, and a strong work ethic into everything I do.

I am a Customer Support Virtual Assistant with 4 years of experience helping SaaS and tech platforms manage high-volume helpdesks while maintaining strong SLA compliance and customer satisfaction.

I specialize in ticket management, escalation handling, billing and refund resolution, CRM documentation, and customer retention support. I manage 80 to 120 daily interactions across email, chat, phone, and ticketing systems with accuracy and structured follow-through.

Tools I use daily include Freshdesk, CRM systems, Google Workspace, Microsoft 365, Slack, Zoom, Asana, Trello, -----------, ChatGPT, Gemini, Copilot, and Grammarly.

I am available for full-time or part-time work and can align with US, UK, or Eastern Timezone schedules. I have a dedicated home office, stable 100 Mbps fiber internet, backup connection, and power support to ensure consistent availability.

I am looking for a long-term role where I can grow with a company and contribute to strong customer experience operations. I value reliability, clear communication, and meeting performance targets consistently.

If you need a structured and dependable Customer Support VA who understands SaaS workflows and escalation management, I am ready to support your team.

I'm a Technical Support Specialist with 4+ years of experience in IT troubleshooting, software configuration, and client-facing communication. I have a proven track record of resolving complex technical issues for diverse clients from diagnosing software defects to configuring systems for smooth deployment.

I thrive in fast-paced environments, work effectively with minimal supervision, and stay curious about new tools and technologies. I'm looking for a role where I can bring this hands-on technical expertise to a team that values clear communication and reliable problem-solving.

I'd welcome the opportunity to discuss how I can contribute feel free to reach out anytime.

I'm a Computer Engineer in the Philippines. I have successfully managed a range of diverse systems and applications and have even simplified complex topics through research.

Here are some of the applications I've supported—though the list is not exhaustive:

Microsoft 365 :
• Active Directory
• Account Setup
• Password reset
• Office 365

Operating Systems :
• Windows XP, 7, 8, 10, 11
• Server 2012, Server 2016, Server 2019
• iOS
• iPadOS
• MacOS
• SteamOS
• Android
• ChromeOS

Programming/Database :
• mySQL DB
• C/C++, C#, Java, Python
• HTML/CSS
• Autohotkey
• Batch Script
• Powershell

Automation :
• Quick Macros
• LibreAutomate
• Autohotkey

Desktop Deployment :
• VMWare
• Thin Server/Client

Remote Desktop/Tools :
• Teamviewer
• Chrome Remote Desktop
• Microsoft RDP
• Anydesk

Technical Support :
• Internet and Cable TV
• Laptop/Desktop
• POS System
• Printer
• CCTV
• Server and Client Configuration
• Router/Modem/Repeater/Mesh Setup
• Mikrotik/Ubiquiti
• IoT

Skillset :
• Innovative
• Thinks outside of the box
• Resourceful
• Independent
• Fast learner
• Accomplish tasks on time
• Technical Support
• Customer Service
• Helpdesk
• Application Support
• Product Support
• SaaS
• IaaS
• PaaS
• Photo Editing ( Photoshop )
• Web Scrape
• Automation/Scripting

Enthusiastically envisioning becoming a valued member of your team, driving the company's growth.

Currently Working as Service Desk Specialist III. With 7 plus years experience in Technical Support and Service Desk. Been exposed with different types of Environment and Tasks. Capable of working under pressure.

With 5+ years of relevant experience in the field of Tech Support/Helpdesk Technician (MSP).

I am a seasoned professional with a strong grasp of technical troubleshooting and user support. I am well-equipped to thrive in a multitasked environment and excel in providing end-to-end user support through various communication channels, including Chat, Email, and Phone calls.

My technical knowledge encompasses:
• Windows Server (Active Directory)
• Microsoft Endpoint Manager/SCCM
• MS Office 365 Admin - Exchange, Azure (Entra), Teams, SharePoint, Defender
Certification: AZ-900 / MS-900 / AZ-104
• Ticketing Tools: ServiceNow, Halo ITSM, FreshService, Jira/Atlassian
• Printer, Network, Mobile, and Computer Devices troubleshooting
• Windows/Mac Operating Systems
• Google Workspace
Certification: Associate Google Workspace Admin | Taking Associate Google Cloud Engineer
• JumpCloud - Core Certified
• AI: Claude, Gemini


I'm committed to delivering top-tier technical support and quick issue resolution. Let's work together to meet your tech support needs.

SKILLS:
(A) Proficient in providing Level 1 Helpdesk support via phone, email, and remote assistance.(B) Expertise in troubleshooting hardware, software, and network issues related to Windows desktops, laptops, printers, and mobile devices.(C) Knowledge of standard helpdesk protocols and ticketing systems to ensure prompt and effective issue resolution.(D) Strong communication skills to interact with end-users.

WORK EXPERIENCE:

IT Support
Ahon Sa Hirap, Inc. | 2021 – 2023
• Provided on-site and remote IT support for 100+ users across multiple departments
• Diagnosed and resolved software, peripheral, and connectivity issues
• Collaborated with cross-functional teams to resolve escalated technical problems
• Ensured compliance with internal procedures and service-level agreements (SLAs)
• Responded to support tickets via phone, email, and internal ticketing systems



EDUCATION HISTORY:

A. BS in Computer Engineering
Saint Anthony's College
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B. Certificate in Teaching
University of Antique
2021