Daryl Curilan
Harpenden,United Kingdom
Summary
Versatile Helpdesk Manager and 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. Actively seeking to expand knowledge in Artificial Intelligence and explore its potential to improve IT support and business operations.
Overview
24
24
years of professional experience
Work History
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 - Current
- 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
Executive Assistant
DEXTERS INTERIORS LTD
01.2024 - Current
Helpdesk Manager / Jr Systems Engineer
CENETRIC NETWORK SERVICES
08.2023 - Current
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.
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