Martin Magpantay
Chicago,United States
Summary
Seasoned IT professional with 4 years of diverse, technical, customer-facing experience, a well-rounded educational background, industry certifications, and more to come. I come equipped with a natural technical curiosity and prowess cultivated in the fast-paced, and highly collaborative environment of a Managed Services Provider (MSP). My strength lies in my combined curiosity and interpersonal skills resulting in my proven ability to translate technical knowledge to problem resolutions and satisfied end-users in my previous internal IT support roles and service in the US Army National Guard as a communications equipment specialist.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Help at Home
09.2022 - Current
- Responded to escalated technical issues from Level 1 support team, utilizing ServiceNow, ConnectWise Control, MS Teams, 8x8, and SharePoint to collaborate and troubleshoot issues of varying scope in a geographically spread multi-site organization with hybrid onsite and cloud IT infrastructure
- Monitored for and responded to outages and other high-priority high impact incidents
- Learned and translated issues within the company's IT infrastructure to an end-user base with a wide geographical and cultural scope while working with and through language barriers not only to resolve technical issues but also to inform and improve the end-users' overall experience
- Provided hands-on and remote support to team members of all levels from staff working in the field in customer's homes to executive officers and managers working overseas/remotely for issues with hardware, software, and network infrastructure, including desktops, laptops, printers, routers, and servers
- Collaborated with Cybersecurity, Networking, Infrastructure/Cloud, and specific Application development teams to deploy, maintain, and support IT solutions that align with business objectives and regulatory requirements
- Established and created documentation for IT processes and troubleshooting steps
- Trained new members of the IT Service Desk Level 1, Level 2, and Access Management on Service Desk processes
- Azure/O365/Active Directory administration and support across transitional stages (hybrid environments) and cloud migration
- Proficient in Microsoft Autopilot/Intune/Azure workstation deployments and troubleshooting
- Microsoft Exchange/Outlook, OneDrive, SharePoint, and the Office Suite administration and troubleshooting
- Administration and support of VoIP and communication applications including 8x8, Teams, Zoom, RingCentral, and Citrix
- Resolved issues with common remote work technologies such as RDP, Microsoft Azure Virtual Desktop, and Citrix Cloud.
Signal Support Systems Specialist
Army National Guard
03.2020 - Current
- Handles installation, maintenance, and troubleshooting of military communications equipment such as desktops, laptops, tablets, GPS, radios, and encryption devices
- Trains team members on organization's established equipment operation and troubleshooting procedures
- Provides technical assistance on various computing and communication systems to internal and external users.
IT Operations Analyst
Ascend Technologies
12.2021 - 09.2022
- Manage and respond to tickets using ServiceNow suite
- Provide onsite and remote technical support to clients
- Microsoft 365 Administration and troubleshooting
- Handles onboarding and offboarding of end-users across a wide variety of client technical environments and applications
- Provides tier 1-2 technical support
- Collaborate with peers, clients, and account managers on projects
- Determine processes and create documentation
- Handles Microsoft Intune remote workstation setup
- Administration and troubleshooting of Microsoft Exchange.
Network Operations Center Engineer
Stratosphere Networks, LLC
05.2021 - 12.2021
- Provide day to day support to over 60 clients each with a unique operational environment and structure
- Assist clients over the phone, remote desktop connection, and/or email
- Manage and respond to tickets using ConnectWise suite
- Provide onsite technical support to clients.
Help Desk Technician
Pace Systems, Inc.
03.2021 - 05.2021
- Maintains and troubleshoots computers, networks, label printers, EPIC, Office365, and Citrix Workspace software involved in the COVID-19 Saliva Testing and Vaccination program at University of Illinois Chicago across 8 different sites with a total of 27 active stations
- Responds to queries on the phone, via email, or in person
- Writes and edits training manuals and knowledgebase
- Trains end-users on the operation of equipment and software
- Keeps a regularly updated inventory of devices in use within the program
Communication Assistant
Stellar Philippines
01.2015 - 07.2019
- Provided real-time captions for over 50 phone calls a day by listening to and repeating caller speech with 100% accuracy using speech recognition software such as Dragon NaturallySpeaking
- Continuously trained listening skills in conjunction with enunciation and pronunciation exercises to maintain captioning speed and accuracy standards
- Ensured security and confidentiality of client's sensitive information
- Monitored and resolved technical issues on operations equipment and software.
Education
B.S., Cloud Computing -
Western Governors University
12.2024
Some College (No Degree) - Computer Information Systems
Mt. San Jacinto College
Some College (No Degree) - Computer Science
University of The Philippines
Skills
- Active Directory
- Microsoft 365
- Microsoft Azure
- Microsoft Exchange
- ServiceNow
- SharePoint
- ConnectWise
- ConnectWise Manage
- Technical Support
- Customer Service
- Remote Desktop
- Remote Troubleshooting
Certification
- CompTIA A+ ce Certification, CompTIA, 2021, 02/2025
- CompTIA Network+ ce Certification, CompTIA, 2021, 02/2025
- CompTIA IT Operations Specialist - CIOS Stackable Certification, CompTIA, 2021, 02/2025
- CompTIA Security+ ce Certification, CompTIA, 02/2022, 02/2025
- CompTIA Secure Infrastructure Specialist - CSIS Stackable Certification, CompTIA, 02/2022, 02/2025
Timeline
Senior Support Engineer
Help at Home
09.2022 - Current
IT Operations Analyst
Ascend Technologies
12.2021 - 09.2022
Network Operations Center Engineer
Stratosphere Networks, LLC
05.2021 - 12.2021
Help Desk Technician
Pace Systems, Inc.
03.2021 - 05.2021
Signal Support Systems Specialist
Army National Guard
03.2020 - Current
Communication Assistant
Stellar Philippines
01.2015 - 07.2019
B.S., Cloud Computing -
Western Governors University
Some College (No Degree) - Computer Information Systems
Mt. San Jacinto College
Some College (No Degree) - Computer Science
University of The Philippines