Daryl Curilan
Harpenden,United Kingdom
Summary
Experienced Helpdesk Manager and Jr Systems Engineer with a proven track record in managing global teams and resolving complex technical challenges. Skilled in strategic planning, process improvement, and fostering strong organizational relationships to achieve business goals. Adept at implementing innovative solutions and enhancing productivity in fast-paced IT environments.
Overview
24
24
years of professional experience
Work History
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
- 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
Timeline
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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