DONNA MARIE CAPLINGER
Daytona Beach,Florida
Summary
Experienced IT professional with over 15 years of experience in technical support and SharePoint administration. Skilled in Microsoft 365 and troubleshooting to maintain smooth system operations. Proven ability to deliver customer-focused IT solutions, and continuously enhance technical skills. Seeking to leverage expertise in a dynamic IT environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
COLLABORATION APPLICATIONS SUPPORT TECHNICIAN / SHAREPOINT ADMINISTRATOR
GHD Pty Ltd
Cebu City
01.2021 - 09.2025
- Delivered global support for SharePoint On-Premises (Intranet), SharePoint Online, MS Teams, Yammer, and Power Platform, enhancing user experience across platforms.
- Performed daily system health checks, diagnostics, and troubleshooting to prevent production issues.
- Resolved incidents and service requests for collaboration applications across multiple regions, ensuring minimal disruption to users.
- Collaborated with OS, Database, and SharePoint Administration teams to ensure optimal system performance.
- Supported Disaster Recovery planning and execution, including DR testing.
- Provided guidance and technical assistance to Global Helpdesk, local Service Delivery teams, and end-users.
- Developed and updated technical documentation for collaboration systems and workflows, improving knowledge retention and accessibility.
- Conducted early watch analysis to proactively identify and resolve potential service-impacting issues.
- Facilitated knowledge sharing through weekly Global Helpdesk training updates and refreshers.
IT HELPDESK ANALYST
GHD Pty Ltd
Cebu City
01.2018 - 01.2021
- Provided technical support for end-users in multiple regions, enhancing user experience and operational efficiency.
- Resolved hardware/software issues and performed installations while supporting domain password resets, contributing to seamless IT operations.
- Coordinated with Network, Systems, and Security teams for escalations and cross-functional issues.
- Achieved timely incident resolution while delivering excellent customer service, fostering positive user satisfaction.
IT HELPDESK ANALYST
ATOS
Cebu City
01.2015 - 01.2017
- Delivered Level 1–2 support for hardware, software, and network issues, facilitating user access and system functionality.
- Diagnosed system issues, installed applications, and conducted maintenance, ensuring optimal performance and reliability.
- Executed password resets and escalated high-priority issues, streamlining resolution processes for urgent technical support.
ASSOCIATE TRAINER
Stream Global Services / Convergys / Concentrix
Cebu City
01.2011 - 01.2014
- Delivered technical and language training for new support representatives, facilitating their transition into roles.
- Conducted refresher sessions and coaching during nesting to reinforce skills and knowledge.
- Monitored trainee performance to ensure achievement of metrics and fostered strong product understanding.
TECHNICAL SUPPORT PROFESSIONAL
Stream Global Services / Convergys / Concentrix
Cebu City
01.2010 - 01.2014
- Delivered technical support to CenturyLink customers, resolving issues to enhance user satisfaction.
- Troubleshot broadband connectivity issues and coordinated onsite technician visits to restore service promptly.
- Executed upselling for speed upgrades, contributing to improved customer experience.
TECHNICAL SUPPORT REPRESENTATIVE
Convergys
Cebu City
01.2010 - 12.2010
- Troubleshot cable and modem issues, resolving customer concerns effectively.
- Handled escalations and coordinated onsite technician visits to ensure timely resolutions.
PRODUCT SUPPORT REPRESENTATIVE
Concentrix – Synnex
Cagayan de Oro City
01.2008 - 01.2010
- Assisted customers in configuring Linksys/Cisco routers to optimize network performance.
- Guided users through advanced settings, range extenders, and firmware updates to enhance device functionality.
- Implemented upselling strategies during remote desktop support sessions to enhance customer satisfaction and increase sales opportunities.
Education
Bachelor of Science - Nursing
Ateneo de Cagayan – Xavier University
Cagayan de Oro City03.2009
Secondary Education -
Philippine Southfield School
Cagayan De Oro City01.2007
Elementary Education -
Philippine Southfield School
Cagayan De Oro City01.2003
Skills
- Technical support and helpdesk (Tier 1–2)
- SharePoint administration
- Microsoft 365 applications
- Azure Active Directory
- Active Directory management
- Group policy configuration
- Collaboration tools expertise
- Windows operating systems
- MacOS support
- Cloud platforms management
- System monitoring and diagnostics
- Technical documentation creation
- User training and coaching
- ITIL framework knowledge
- Incident management strategies
- Effective communication skills
- Network configuration expertise
- Application support services
- Ticket management processes
- Remote desktop support
Certification
- ITIL Certification
- LSI Call Center Agent Finishing Course
- Linksys Communication & Technical Training
- Technical Training Academy (2012)
Core Skills And Technologies
- Technical Support & Helpdesk (Tier 1–2)
- SharePoint Online & SharePoint On-Premises Administration
- Microsoft 365 (Teams, Exchange, OneDrive, Power Platform)
- Entra ID (Azure AD) | Active Directory | Group Policies
- Collaboration Tools: MS Teams, Yammer, Intranet Platforms
- Windows 11, Windows 10, macOS Support
- Cloud Platforms: Azure, AWS, Oracle OCI
- System Monitoring, Diagnostics & Health Checks
- Technical Documentation & Knowledgebase Creation
- Training, Coaching & User Support
- ITIL Framework & Incident Management
Timeline
COLLABORATION APPLICATIONS SUPPORT TECHNICIAN / SHAREPOINT ADMINISTRATOR
GHD Pty Ltd
01.2021 - 09.2025
IT HELPDESK ANALYST
GHD Pty Ltd
01.2018 - 01.2021
IT HELPDESK ANALYST
ATOS
01.2015 - 01.2017
ASSOCIATE TRAINER
Stream Global Services / Convergys / Concentrix
01.2011 - 01.2014
TECHNICAL SUPPORT PROFESSIONAL
Stream Global Services / Convergys / Concentrix
01.2010 - 01.2014
TECHNICAL SUPPORT REPRESENTATIVE
Convergys
01.2010 - 12.2010
PRODUCT SUPPORT REPRESENTATIVE
Concentrix – Synnex
01.2008 - 01.2010
Bachelor of Science - Nursing
Ateneo de Cagayan – Xavier University
Secondary Education -
Philippine Southfield School
Elementary Education -
Philippine Southfield School