Hire the Best Helpdesk Specialists
in the Philippines

Hi, my name is Shiela from the Philippines. I have been in the freelancing business for 10 years. I have years of experience in the technical industries plus as a desktop support analyst. Currently I'm a support account manager handling North American businesses such as Estee Lauder. You can PM me at my Skype: live:shie.llamas Knowledge in Flash Animation, Video Editing, Photoshop, Android Developing, Game Developing (Android, Flash Games), Web Developing (Using Php and Mysql), Html, CSS, jQuery, Digital Electronics, Knowledge in Microsoft Office Project Portfolios: Software and Games Kalamansi Tycoon Details: Strategy game Filipino based adopted from lemonade tycoon, the game is about selling kalamansi juice and earns cash as fast as the player can. The earnings is based on weather condition in the game, places where to sell in the game, juice container capacity and ingredients storage capacity. The player main goal is earn one million pesos for a shortest period of time. Client: U.E Students (University of the East) Contact Info’: rorycon@ymail.com Sungka Game Details: A Filipino tradition based game, derived in Mancala game. A two player game using mancala/Sungka rules. Client: MIT Students (Mapua Institute of Technology Makati) Contact Info’: albert_esguerra@yahoo.com Online Sabong Details: Online sabong, with betting, bank transaction based Yuan (South Korea Currency), and live video feeds of cock fighting features. Only accessible in South Korea using IP whitelisting other countries are not allowed to access. Client: Confidential (Business from Nagasaki Japan) Takbo-Usa Simulator Details: Takbo-Usa uniform design simulator. Texas Based Client: Takbo-Usa Texas Based (Jerry Palma) URL: Username: kansas11 Password: password Website: (For Contact Details) Bubble Gum Tycoon Details: A strategy game selling Bubble gum to kids and earn. Client: gonzogames.com Ben Joseph P. Banta President/Lead Game Designer Email: ben@gonzogames.com Nokia Support Website Details: Provides minor solution for different phone problems. Client: Mapua Institute of Technology Student Cebu Pacific Flight Attendant Scheduling Website Details: Automatically assigned the list of attendant every week in random orders. Features flight attendant profiles, leaves, filing of leaves, approval of leaves for admin. Client: Mapua Institute of Technology Student (Angielyn Gayas)

Knowledgeable with, * Shopify *Freshchat *Helpdesk *Stripe *Fb & Instagram *Service desk * Carousell *Retention support 😊 🌼 Short introduction about Joy 🌼 I've been in the BPO industry for more than 5 years. I've worked as a Customer Service Representative handling billing for cable and internet connection, an online booking account like Expedia and as a Technical Support for Comcast and Microsoft account chat support or voice account. The last company that I have stayed was with American Express handling credit cards as a customer support specialist. I am a person who can always work under pressure, is detail-oriented, a team player, and excels in multitasking. Please check my profile to know more about my experience. If you like what you see, please invite me to apply to your job, and let's connect to see if my skill set matches what you are looking for.

I am a Senior IT Support Engineer, Service Desk Analyst, and Network Specialist with over 15 years of experience providing technical support to businesses, enterprise environments, and Managed Service Providers (MSPs). I specialize in Level 1 and Level 2 technical support, Microsoft 365 administration, Active Directory, Windows Server, Microsoft Exchange, VPN, VDI, networking, and remote desktop support. I have extensive experience troubleshooting hardware, software, user accounts, email, printers, and network connectivity while consistently meeting SLA targets and delivering excellent customer service. I am proficient with industry-standard platforms including ConnectWise Manage, ConnectWise Automate (LabTech), ServiceNow, Remedy, and Amdocs CRM. I am comfortable supporting users through phone, email, chat, and remote sessions, and I take pride in resolving technical issues efficiently while maintaining a positive customer experience. My strengths include problem-solving, communication, attention to detail, and the ability to remain calm under pressure. I quickly adapt to new technologies, work well independently or as part of a team, and am committed to providing reliable, high-quality IT support. If you're looking for a dependable IT professional who can hit the ground running and provide exceptional technical support to your team or clients, I'd be happy to help.

I am Jonalyn, I am a Professional I.T. Helpdesk Technician, Application Support, and System Engineer with extensive customer and technical service experience who is enthusiastic about my work. I've worked with clients professionally from a variety of businesses for over 10 years. I am a dedicated, hard-working, fast learner, loyal, and a team player individual. I strive for a positive workplace but I can also work under pressure. -✅System Engineer -✅Technical Support -✅IT Helpdesk Technician II / MSP Helpdesk Support -✅Admin Support -✅Senior Analyst -✅System Support Analyst I -✅Customer Service -✅40 WPM with 99% accuracy I approach every assigned task as if it were my own, viewing each as an opportunity to acquire new experiences and a stepping stone toward achieving my goals. Simultaneously, I find satisfaction in assisting others on their journeys. Efficiency in multitasking is one of my strengths, and I prioritize time management to meet deadlines effectively. With 11 years of proven experience in roles such as Help Desk Technician and System Engineer, I am well-versed in various customer support capacities. My technical expertise extends to MS Office 365, Azure, Active Directory, VMs, O365 Administration, Servers (including file server, Server Migration, SQL, backup, Remote Desktop, and domain controller), VPN, RDP, RDS, Citrix ShareFile, Dropbox, Cisco VPN, workstation setup, profile and account management, licensing, and more. I possess a solid understanding of computer systems, mobile devices, and other tech products. From basic to complex technical issues, I am adept at diagnosing and resolving problems. Ready to take on new challenges immediately, I am eager to discuss how my skills align with your needs. I look forward to the opportunity to speak with you further. Applications and Tools, websites I use: Jira Service Now Autotask Connectwise NinjaOne Aterra Kaseya Datto RMM VMware Goto Assist Salesforce Citrix Google Docs Microsoft Excel VoIP/Softphone - Avaya Microsoft Outlook Jabber Team Viewer Slack GoToAssist Global protect Cisco anyconnect Lotus Notes Bitdefender Sophos Microsoft Teams Cloudradial Threatlocker Webroot

IT Helpdesk & MSP Support Specialist | Microsoft 365 | ConnectWise | ScreenConnect Hi, I'm Abel! I'm a Top-Rated IT Helpdesk & MSP Support Specialist with 17+ years of hands-on experience supporting businesses, end users, and enterprise IT environments. I help MSPs and businesses reduce ticket backlogs, resolve technical issues efficiently, support end users, and keep IT operations running smoothly. Whether you need ongoing helpdesk coverage, Level 1–2 technical support, Microsoft 365 administration, network troubleshooting, cybersecurity support, remote assistance, or someone who can follow and improve your existing SOPs, I can work as an extension of your IT team with minimal supervision. ### 💻 How I Can Help ✅ Level 1–2 IT Helpdesk & Technical Support ✅ Microsoft 365 Administration & Troubleshooting ✅ Microsoft Entra ID & Active Directory ✅ Exchange Online & Outlook Support ✅ Azure Portal & Cloud Administration ✅ Azure Backup Support ✅ User Onboarding & Offboarding ✅ Account, Password & Access Issues ✅ Windows & Mac Support ✅ Remote Desktop & Endpoint Troubleshooting ✅ RMM Monitoring & Alert Response ✅ Firewall & Network Troubleshooting ✅ SonicWall Firewall Support ✅ Ubiquiti UniFi Network Support ✅ VPN, DNS & Connectivity Troubleshooting ✅ Endpoint Security & Threat Protection ✅ Email Security & Phishing Protection ✅ Dark Web Monitoring & Security Alerts ✅ Backup Monitoring & Disaster Recovery Support ✅ Ticket Management, Escalation & Documentation ✅ IT SOP & Knowledge Base Documentation ✅ End-User & Client Communication ✅ MSP Helpdesk Support ### 🛠️ Tools & Technologies **Microsoft & Cloud:** Microsoft 365 • Azure Portal • Azure Backup • Microsoft Entra ID • Exchange Online • Active Directory • Group Policy • Windows Server • Outlook • DNS **MSP / PSA / RMM / Remote Support:** ConnectWise Manage • ConnectWise Automate • ScreenConnect • NinjaOne • Kaseya • ServiceNow • Jira • BMS • Remote Desktop **Cybersecurity & Email Security:** Huntress • SentinelOne • Avanan • Sophos Central • AppRiver / Zix • Email Threat Protection • Dark Web Monitoring **Firewalls & Networking:** SonicWall • Ubiquiti UniFi • Cisco Meraki • Auvik • Managed Switches • VLANs • VPN • DNS • Firewalls **Backup & Disaster Recovery:** Datto BCDR • Axcient • Azure Backup • Acronis • MSP360 • Backup Radar **Virtualization & Infrastructure:** VMware ESXi • NAS • Windows Server • Managed Switches ### ⭐ Why Work With Me? • **17+ years of professional IT experience** • Experienced working in **MSP and enterprise IT environments** • Strong written and verbal English communication • Excellent customer service and end-user support • Able to explain complex technical issues in simple terms • Comfortable working independently and managing tickets from start to resolution • Experienced with PSA, RMM, remote support, cybersecurity, networking, backup, and documentation platforms • Adaptable to your existing tools, SOPs, workflows, and escalation procedures • Focused on **solving problems and keeping users productive**, not simply closing tickets ### 📜 Certifications ITIL 4 • Google Cybersecurity • ConnectWise • IT Glue • Sophos • Acronis • Cloud Security If you're looking for an experienced IT support professional who can **plug into your existing MSP or IT team and start contributing quickly**, let's discuss how I can help. **Reliable IT Support. Faster Resolutions. Happier Users.**

I've been working in IT-BPO industry since 2007. I've dealt with several companies and clients all across the globe. I've been outstanding in customer service and customer satisfaction as I go above and beyond client's expectations. I've acquired wide variety of technical skills as follows: Skills: Active Directory Windows OS, Mac OS, Windows servers, iOS, Android, Virtual machine, Amazon workspace, VDI Salesforce, Sandbox, Workbench, Dataloader Adobe, MS Office, Azure, ServiceNow Cybersecurity, Firewall classes JAMF, BitLocker, Antivirus Amazon Connect, Customer service, Problem Solving MS Exchange, Outlook, Google Mail Webex, Zoom, MS teams, Google Meet, Slack ITIL, CompTIA MDM, Genesys Troubleshooting knowledge for Microsoft Windows 7 / 10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Webex, etc.) Microsoft Active Directory Users and Groups Management Remote Desktop, LogMeIn, Skype, CMRC, etc. Trainings: a. Corporate Cybersecurity training b. Mac OS Technical troubleshooting training c. CompTIA A+ training d. Windows 10 training e. ITIL v4 Foundation training