Cheyne Rosales
San Francisco,CA
Summary
Experienced IT Support Engineer with over 10 years in technical support for enterprise and MSP environments. Specializes in troubleshooting hardware, software, and network issues, achieving high first-call resolution rates. Skilled in Windows administration, Active Directory basic knowledge, Office 365, VPN, and endpoint security. Focused on minimizing downtime and enhancing end-user productivity through proactive support and process optimization.
Overview
13
13
years of professional experience
Work History
Technical Support Engineer
Concentrix PH
Quezon City, Metro Manila Philippines
04.2015 - 10.2025
- Diagnosed software and hardware issues efficiently for various devices.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Oversaw daily performance of computer systems.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Resolved complex technical problems through root cause analysis techniques.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Maintained knowledge base articles for common technical inquiries and solutions.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Enhanced system security measures to protect against unauthorized access and data breaches.
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Recommended system enhancements and upgrades to support evolving business needs.
- Assisted users with password resets and account lockout resolutions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Monitored ticketing system queues for incoming requests from customers.
- Provided technical assistance to users via phone and chat support.
- Provided remote assistance to end-users when needed.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Technical Support Engineer
IBM PH
Quezon City, Metro Manila, Philippines
05.2012 - 11.2014
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Diagnosed software and hardware issues efficiently for various devices.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Evaluated software or hardware to recommend improvements or upgrades.
Education
Diploma in Computer And Electronics Technology - Information Technology
Systems Technology Institute
Philippines10-2003
Skills
- Troubleshooting diagnostics
- Hardware troubleshooting
- Remote desktop support
- Software deployment
- System configuration
- Hardware upgrades
- Ticket management
- Issue research
- Client relationship management
- Hardware installation
Accomplishments
- TOP PERFORMER FOR 2ND QUARTER OF 2016
- TOP PERFORMER FOR THE FISCAL YEAR OF CONCENTRIX 2016
- TOP PERFORMER FOR 4TH QUARTER OF 2017
- TOP PERFORMER FOR 1ST QUARTER OF 2018
- TOP PERFORMER FOR 2ND QUARTER OF 2024
Timeline
Technical Support Engineer
Concentrix PH
04.2015 - 10.2025
Technical Support Engineer
IBM PH
05.2012 - 11.2014
Diploma in Computer And Electronics Technology - Information Technology
Systems Technology Institute