JEANRHAY G. BERINGUEL
Parma,OH
Summary
IT knowledge in computer networking administration and maintenance. Dedicated and energetic worker with a terrific customer service and a hospitable attitude. Reliable who can effectively work as part of a team. Ability to interact with diverse groups of people. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
11
11
years of professional experience
Work History
PNC Technology Service Desk Analyst Lead 2nd Tier
PNC
05.2024 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Intune support for iOS and Android.
- Apple Mac book support using jamf.
PNC Technology Service Desk Analyst
PNC Bank
05.2016 - 2024
- Serving as first point of contact for, employees seeking Technical assistance over phone, and chat.
- Assists employees with password issues(unlocked/reset).
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Supports software or hardware issue from either branch or corporate offices.
- Documents every call, if unable to resolve issue sends it to second level support team.
- Uses several software or website tools to solve software issues.
- Handles different kind of projects, such as news letter articles for IT department, chat support, and managing incident tickets using ServiceNow.
- As one of senior in our department, point of contact when colleagues need help with procedural or technical issues.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Managed approximately 40 incoming calls, self-service tickets per day.
Cook
Wasabi Steak House
01.2014 - 01.2016
- Train all full time and part time associates at time of hire.
- Prepare the ordered menu for chef.
- Preparing food promptly and courteously.
- Food stocking in the correct area.
- Keep the kitchen tools in the correct area.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
Education
Associates of Information Technology - Networking Software
Cuyahoga Community College
Cleveland, OH06.2016
Skills
- Computer Hardware
- Computer motherboard (Desktop)
- Microsoft: Office365
- Windows 10/11
- MacOS/iOS
- Documentation
- Collaborative Team Player
- LAN and WAN Assessment
- Hardware Troubleshooting
- Responding to Technical Questions
- Employee Computer Support
- Tracking and Documentation
- Microsoft Active Directory
- Resolve Technical Problems
- User Experience
- Remote Technical Support
- Microsoft Windows and Office
- Cisco AnyConnect
- Friendly and Patient
- Wireless Technology
- VPN Configurations
- Mobile Device Management
- Diagnosis and Troubleshooting
- ITIL Knowledge
- Incident Management
- Network Troubleshooting
- Service Level Agreements
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of vendor in the development of resolving system wide issue.
- Documented and resolved high priority ticket which led to saving the company support cost.
- Job promotion for an outstanding performance.
Personal Interests
- Manages a non-profit cultural, social and sports group.
- Organizes sports tournaments/leagues.
- Manages a team volunteers to organize social, tournament, and league events.
- President of a non-profit group called Cleveland Filipino Basketball.
Timeline
PNC Technology Service Desk Analyst Lead 2nd Tier
PNC
05.2024 - Current
PNC Technology Service Desk Analyst
PNC Bank
05.2016 - 2024
Cook
Wasabi Steak House
01.2014 - 01.2016
Associates of Information Technology - Networking Software
Cuyahoga Community College