Daryl Curilan
Harpenden,United Kingdom
Summary
Versatile Junior Systems Engineer with a strong track record in leading global IT support teams and resolving complex technical issues. Skilled in strategic planning, process improvement, and cultivating strong cross-functional relationships to drive business success. Known for implementing innovative solutions that enhance operational efficiency in fast-paced environments. Also working part-time as an Executive Assistant, demonstrating excellent organizational, communication, and multitasking abilities.
Overview
25
25
years of professional experience
Work History
Jr Systems Engineer
CORPORATE TECHNOLOGIES LLC
05.2025 - Current
- Cenetric Network Services has been acquired by Corporate Technologies, LLC.
- Troubleshoot and resolve complex Tier 3 technical issues, including software and network challenges.
- Create and maintain documentation, training materials, and workflows to enhance team efficiency.
- Conduct uptraining for the Helpdesk team
- Analyzed user feedback to identify areas for improvement in the help desk system.
- Worked closely with the Kansas City management team to develop strategies for improving customer service levels.
- Reviewed support cases for technical and troubleshooting accuracy, and identified needed process improvements.
- Streamlined processes and documentation to keep the department organized, and operations running smoothly.
- Acted as a Subject Matter Expert (SME), offering guidance on complex issues, and serving as a resource for team members.
- Create a user and device onboarding process for clients.
- Conduct quarterly technical business reviews for clients.
Executive Assistant
DEXTERS INTERIORS LTD
01.2024 - Current
- Developed comprehensive documentation outlining efficient processes for tracking and recording CIS, tax, and National Insurance payments.
- Maintained organized records for both contractor and employee payroll, ensuring compliance with deadlines and accurate tracking of all incoming and outgoing payments.
- Monitored incoming emails and provided timely responses to inquiries.
- Assisted in developing office administration policies and procedures.
- Developed efficient filing systems for quick information retrieval.
- Organized and managed a complex calendar of appointments, meetings, and travel arrangements for the executive team.
- Served as the onsite IT support, overseeing the maintenance, updates, and performance of office computers to ensure smooth daily operations.
- Managed and organized office documentation, ensuring all files were consistently synced and securely backed up.
- Designed, developed, and managed the company website (dexters.ltd), ensuring it remained up-to-date, functional, and aligned with brand objectives.
Helpdesk Manager / Jr Systems Engineer
CENETRIC NETWORK SERVICES
08.2023 - 06.2025
- Manage daily operations of the helpdesk (four from the Philippines, and three from the U.S.), ensuring tickets are resolved promptly and effectively.
- Troubleshoot and resolve complex Tier 3 technical issues, including software and network challenges.
- Create and maintain documentation, training materials, and workflows to enhance team efficiency.
- Conducted performance reviews of all personnel working at the help desk.
- Trained new staff on help desk policies and procedures.
- Analyzed user feedback to identify areas for improvement in the help desk system.
- Worked closely with senior management to develop strategies for improving customer service levels.
- Reviewed support cases for technical and troubleshooting accuracy, and identified needed process improvements.
- Streamlined processes and documentation to keep the department organized and operations running smoothly.
- Acted as a Subject Matter Expert (SME), offering guidance on complex issues, and serving as a resource for team members.
Helpdesk Manager / Systems Support Technician II
CENETRIC NETWORK SERVICES
11.2022 - 08.2023
- Managed daily operations of the helpdesk (four from the Philippines and three from the U.S.), ensuring tickets are resolved promptly and effectively.
- Troubleshoot and resolve complex Tier 2 technical issues.
- Subject matter expert.
- Provided training and onboarding support to new Helpdesk hires, ensuring seamless integration into the team.
Helpdesk Technician
CENETRIC NETWORK SERVICES
05.2021 - 11.2022
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved helpdesk tickets and managed inbound calls to ensure timely issue resolution.
- Provided training and onboarding support to new Helpdesk hires, ensuring seamless integration into the team.
- Resolved network connectivity issues.
- Identified recurring technical issues and provided solutions to prevent future incidents.
- Acted as a Subject Matter Expert (SME), offering guidance on complex issues, and serving as a resource for team members.
Microsoft 365 Consumer Support
UPWORK: Microsoft Amplify
04.2020 - 03.2021
- Provided technical support to Microsoft Windows and M365 users.
Information Services Technician
GHD PTY LTD
01.2018 - 03.2021
- Provided remote IT Helpdesk support to employees from Australia, New Zealand, the UAE, the UK, the US/CA, and the Philippines.
Recruitment Assistant
FREELANCER
12.2017 - 10.2018
- Assisted the recruiter with sourcing and hiring candidates for specialized technical positions.
- Utilized applicant tracking systems to manage candidate profiles.
- Sourced potential candidates through online channels, such as professional networks and resume databases.
- Conducted initial phone screenings with prospective candidates.
Technical Helpdesk Analyst
OPTUM
09.2016 - 12.2017
- Provided remote IT helpdesk support to UnitedHealth Group employees and contractors.
Technical Helpdesk Associate
ATOS
02.2015 - 09.2016
- Provided remote IT Helpdesk support to Johnson & Johnson employees and contractors.
Level 2 Technical Support Representative
CONVERGYS
11.2011 - 01.2015
- Provided Level 2 technical support for Microsoft Windows and Office (in warranty and premium Microsoft subscribers).
Level 2 Technical Support Representative
CONVERGYS
12.2009 - 11.2011
- Provided Level 2 technical support to Time Warner Cable Internet service subscribers.
Technical Support Representative
TeleTech Holdings
04.2007 - 10.2009
- Provided technical support to AT&T Internet subscribers.
Part Time Computer Instructor
JH Cerilles State College
11.2005 - 03.2007
- Taught the following subjects: Computer Fundamentals, IT Skills, Operating Systems, Database Management Systems, Computer Networking, and File Organization.
Technical Support Representative
Sykes Asia
09.2004 - 08.2005
- Provided technical support to AT&T Internet subscribers
On The Job Training
Mactan Cebu International Airport
04.2001 - 06.2001
- Public Information Attendant for International and Domestic Departure and Arrival Areas.
Education
Bachelor of Science - Computer Studies Specializing in Airline Operation
Philippine State College of Aeronautics
Cebu, Philippines04-2003
Skills
- Calendar management
- Process documentation
- Office administration
- Data organization
- Attention to detail
- Adaptability
- Meeting planning
- Presentation development
- Spreadsheet tracking
- Resourceful
- File organization
- Administrative support
- Process improvements
- Email management
- Executive support
- Travel arrangements
- Scheduling
- Advanced MS Office suite
- Information confidentiality
- Help desk management
- Technical troubleshooting
- Team coaching
- Process improvement
- Performance evaluation
- User training
- Policy implementation
- Policy and procedure development
- Staff management
- Team leadership
- Staff training and development
- Performance management
- Employee onboarding
- User feedback analysis
- Customer service
- Network troubleshooting
- Team collaboration
- Conflict resolution
- Effective communication
- Time management
- Analytical thinking
- Subject matter expertise
- Performance evaluations
- Workforce management
- Staff development
- Operations management
- Complex problem-solving
- Problem solving
- Team training
- Coaching and mentoring
- Documentation creation
- Change management
- Task delegation
- Web development
Timeline
Jr Systems Engineer
CORPORATE TECHNOLOGIES LLC
05.2025 - Current
Executive Assistant
DEXTERS INTERIORS LTD
01.2024 - Current
Helpdesk Manager / Jr Systems Engineer
CENETRIC NETWORK SERVICES
08.2023 - 06.2025
Helpdesk Manager / Systems Support Technician II
CENETRIC NETWORK SERVICES
11.2022 - 08.2023
Helpdesk Technician
CENETRIC NETWORK SERVICES
05.2021 - 11.2022
Microsoft 365 Consumer Support
UPWORK: Microsoft Amplify
04.2020 - 03.2021
Information Services Technician
GHD PTY LTD
01.2018 - 03.2021
Recruitment Assistant
FREELANCER
12.2017 - 10.2018
Technical Helpdesk Analyst
OPTUM
09.2016 - 12.2017
Technical Helpdesk Associate
ATOS
02.2015 - 09.2016
Level 2 Technical Support Representative
CONVERGYS
11.2011 - 01.2015
Level 2 Technical Support Representative
CONVERGYS
12.2009 - 11.2011
Technical Support Representative
TeleTech Holdings
04.2007 - 10.2009
Part Time Computer Instructor
JH Cerilles State College
11.2005 - 03.2007
Technical Support Representative
Sykes Asia
09.2004 - 08.2005
On The Job Training
Mactan Cebu International Airport
04.2001 - 06.2001
Bachelor of Science - Computer Studies Specializing in Airline Operation
Philippine State College of Aeronautics
References
References available upon request.