Summary
Overview
Work History
Education
Skills
Timeline
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Edrian Kabigting

New York,NY

Summary

Qualified Advanced Technical Support Specialist with 5 years of helpdesk and customer service experience. Provides comprehensive IT support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

6
6
years of professional experience

Work History

IT Analyst CTS

JetBlue Airways
04.2021 - Current
  • Managed and documented incidents and request tickets using (ITSM) ServiceNow, leveraging internal resources like knowledge base articles and runbook for efficient resolution
  • Collaborated with internal IT departments and business partners on projects, including Airport Gate Move and station opening, Kiosk Machine Updates and deployment
  • CTS Bar: Provided technical support on Win10 and Microsoft environment for software applications and hardware including workstations, laptops, mobile devices, kiosks & printers
  • Oversee on-site walkthrough, maintenance and proactively resolving issues with JetBlue's proprietary airport IT equipment (Thin Clients, Desktops, Display Screens)
  • Manage Mobile and Tablet profiles, settings & applications through MDM (AirWatch) or deploy configurations with the use of Apple Provisional Units (APUs)
  • Service desk support: remote and on call assistance to our onsite and offsite locations; troubleshooting through the use of remote applications.

Helpdesk Tech / Support

SUNY Downstate Medical Center
08.2019 - 06.2020
  • Documented and Managed service tickets through (ITSM) footprints
  • Assisted on-call phone support from our multiple on and offsite and offices
  • Tech station bar: Provided in-person technical support and troubleshooting assistance to users during tech bar sessions, resolving a wide range of hardware and software issues
  • Usage of remote tools such as SCCM, RDP, Bomgar, Zoom, TeamViewer and MS
  • Team view sharing
  • Managed onboarding processes by creating new accounts, setting up access and permissions, and configuring mailboxes
  • Migrated desktop computers to a current WIN O.S and ensured data recovery and backup
  • Maintenance of WOW carts including upgrades, replacements, and repairs to its components.

Intern (IT Support)

New York-Presbyterian Brooklyn Methodist Hospital
07.2018 - 12.2018
  • Managed Incidents and Request tickets through (ITSM) Remedy
  • Proficient in performing basic Active Directory tasks, including password resets and user account extensions
  • Utilized Clonezilla to simultaneously image large batches of computers and laptops to support new hardware rollouts and refreshes
  • Physical troubleshooting of hardware devices such as desktops, laptops, and printers
  • Performed desk moves and desk setups with proper cable management
  • Provided technical support to our staffs on the floor and offices.

Education

Bachelor of Technology: Computer Systems - Networking and security

New York City College of Technology
Brooklyn, New York

Skills

  • Windows OS 11,10,7 and MacOS
  • Active Directory
  • Microsoft Office 0365 suite applications
  • Remote applications (Bomgar, Zoom, MS Teams, TeamViewer, Citrix, Windows SCCM & RDP)
  • Microsoft Azure (AD, MFA's, Privileged Identity management)
  • Telephony system: Avaya and VoIP
  • Airport Applications (Sabre, Vidtronix, Trax)
  • IT Troubleshooting

Timeline

IT Analyst CTS

JetBlue Airways
04.2021 - Current

Helpdesk Tech / Support

SUNY Downstate Medical Center
08.2019 - 06.2020

Intern (IT Support)

New York-Presbyterian Brooklyn Methodist Hospital
07.2018 - 12.2018

Bachelor of Technology: Computer Systems - Networking and security

New York City College of Technology

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Edrian Kabigting