Current Employment Status:
Hired Full Time on Feb 23, 2026

Jann

L3 IT Support Engineer & Cloud Administrator

Verified

mark as hired

Overview

Looking for full-time work (8 hours/day)

at $7.57/hour ($1,454.56/month)

Bachelors degree

Last Active

April 29th, 2026 (10 days ago)

Member Since

July 14th, 2025

Profile Description

I am an IT Helpdesk and Technical Support Specialist with 9 years of experience providing frontline and SME-level support for hardware, software, and connectivity issues. I’ve worked in fast-paced support environments, assisting end users and clients while ensuring issues are resolved efficiently and clearly.
As a Subject Matter Expert (SME), I handle complex and escalated tickets, support PSA-based workflows, follow SLAs, and document solutions to improve resolution time and service quality. I collaborate with internal teams, assist with process improvements, and help ensure consistent support standards.
I am known for being reliable, detail-oriented, and patient, with strong communication skills and a customer-first approach. I adapt quickly to new systems and continuously work on improving my technical skills.

Top Skills

Customer Support » Technical Support

Experience: 5 - 10 years

I am an experienced Technical Support Specialist providing remote assistance to clients and users with day-to-day technical concerns. My background includes supporting hardware, software, and network-related issues, with a focus on delivering fast, friendly, and clear resolutions — even to non-technical users. I specialize in helping businesses maintain smooth operations by: • Troubleshooting desktop/laptop issues (Windows 10/11) • Providing remote support via tools like TeamViewer, RDP or other remote tools • Resolving email problems (Outlook, Gmail, Office 365) • Assisting with VPN, printer, and basic network issues • Performing password resets and account unlocks via Active Directory • Using ticketing platforms like ServiceNow to manage, resolve, and report on IT incidents • Generating basic reports for incident tracking and SLA compliance • Supporting users through chat, email, or helpdesk systems with excellent customer service

Office and Administration » Microsoft Word

Experience: 5 - 10 years

Customer Support » Helpdesk Support

Experience: 2 - 5 years

I am a dedicated Helpdesk Support Specialist with hands-on experience in providing first-level technical support to end-users in a remote or office-based setup. I handle IT-related concerns efficiently, offering clear and timely solutions to ensure minimal downtime and maximum productivity. ⸻ ????‍???? Responsibilities: • Responded to support requests via ticketing systems (e.g. ServiceNow) • Provided basic to advanced troubleshooting for desktops, laptops, and mobile devices • Performed password resets, account unlocks, and login troubleshooting (via Active Directory) • Assisted with email setup and issues (Outlook, Gmail, Office 365) • Diagnosed basic network issues (Wi-Fi, Lan, VPN) and printer problems • Created and maintained documentation and internal knowledge base articles • Generated daily/weekly reports to track ticket volume and SLA performance (in ServiceNow) • Delivered support with a strong emphasis on customer service, professionalism, and clarity ⸻ ????️ Tools & Technologies: • ServiceNow, ServiceCloud (ticketing platforms) • Active Directory (basic user support) • TeamViewer, LogMeIn, RDP, Teams, Skype (remote tools) • Microsoft Office 365, Outlook, Windows 10/11 • Skype, Zoom, MS Teams, Discord (communication tools)

Other Skills

Office and Administration » Microsoft Excel

Experience: 5 - 10 years

Office and Administration » Microsoft Power Point

Experience: 5 - 10 years

Cloud Services » Azure » Security - Azure Active Directory

Experience: 2 - 5 years

As part of my IT Service Desk role, I used Active Directory primarily for resolving user login issues. My responsibilities included: • Performing password resets and account unlocks • Assisting with user authentication errors • Verifying and updating basic account details • Coordinating with higher-level support for account provisioning and group access issues I consistently delivered fast, user-friendly support to employees experiencing access problems, ensuring minimal downtime and maintaining security protocols.

Software » Databases » ServiceNow

Experience: 2 - 5 years

I have hands-on experience using ServiceNow as a core ticketing and ITSM platform. I used it daily for managing and resolving service desk tickets, tracking incidents, and ensuring timely resolution of technical issues. My responsibilities included: • Logging, updating, and resolving IT service tickets • Categorizing and prioritizing incidents based on SLA • Communicating with end users via ticket updates • Escalating issues to Tier 2/3 support when needed • Generating and customizing ServiceNow reports to analyze ticket trends, SLA compliance, and agent productivity

Marketing » CRM » Salesforce

Experience: 2 - 5 years

Office and Administration » Data Entry

Experience: 5 - 10 years

Office and Administration » Email Management

Experience: 5 - 10 years

Design » Graphic Design » Canva

Experience: 2 - 5 years

Basic Information

Age: 32

Gender: Male

Website: Sign Up with Pro Account to View

Address: San Rafael, Bulacan

Tests Taken: None

Government ID: Sign Up with Pro Account to View

“I can find little blocks of time to focus so we can scale this business.”

Clearman Lawyers

SEE MORE REAL RESULTS

“He's been absolutely superb!”

- Ed Currer

see more real results

BENCHMARKS

Loading Time: Base Classes	0.0007
Controller Execution Time ( Jobseekers / Info )	0.0286
Total Execution Time	0.0299

GET DATA

No GET data exists

MEMORY USAGE

1,640,128 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/info/4316972

CLASS/METHOD

jobseekers/info

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 29 (0.0174 seconds) (Show)

0.0004	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0012	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '4316972' LIMIT 1
0.0029	SELECT * FROM `jobseeker_meta` WHERE `jobseeker_id` = '4316972'
0.0009	SELECT `j`., `jj`. FROM `jobseekers` `j` INNER JOIN `jobseekers_jobdata` `jj` ON `j`.`jobseeker_id` = `jj`.`jobseeker_id` WHERE `j`.`jobseeker_id` = '4316972'
0.0002	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` IS NULL
0.0003	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '4316972' AND `is_private` = 1
0.0007	`SELECT * FROM employment WHERE jobseeker_id = '4316972' AND hired > -1`
0.0003	`SELECT employers.contact_name, ec.employer_id, ec.jobseekers_id, ec.is_jobseeker_reply, ec.employer_date, ec.employer_comment, ec.lastmodified FROM employers LEFT JOIN employer_comment ec on employers.employer_id = ec.employer_id WHERE ec.jobseekers_id = '4316972' AND employers.deactivate = 0 ORDER BY employer_comment_id DESC`
0.0002	`SELECT * FROM skill_categories ORDER BY cat_order ASC`
0.0004	`SELECT * FROM skill_subcategories ORDER BY subcategory ASC`
0.0002	`SELECT * FROM jobseekers_jobdata WHERE jobseeker_id = 4316972 LIMIT 1`
0.0005	`SELECT * FROM jobseekers_skills WHERE jobseeker_id = 4316972 LIMIT 1`
0.0006	`SELECT * FROM jobseekers j, jobseekers_jobdata jj,jobseekers_skills js WHERE j.jobseeker_id = '4316972' AND j.jobseeker_id = jj.jobseeker_id AND jj.jobseeker_id = js.jobseeker_id`
0.0003	`SELECT *, DATEDIFF('2026-05-09',rebill_date) duration_rebill FROM employers WHERE employer_id = ''`
0.0002	`SELECT * FROM employer_comment WHERE employer_id = ''`
0.0007	SELECT `facebook`, `manual_fb_score` FROM `jobseekers_trust` WHERE `jobseeker_id` = '4316972'
0.0023	SELECT * FROM `skills_categories` WHERE `is_approved` = 1 ORDER BY `name`
0.0023	SELECT `jsct`., `jsct`.`id` as `jsct_id`, `sct`. FROM `jobseekers_skills_categories` `jsct` LEFT JOIN `skills_categories` `sct` ON `sct`.`id` = `jsct`.`skill_category_id` WHERE `sct`.`is_approved` = 1 AND `jsct`.`jobseeker_id` = '4316972' ORDER BY `jsct`.`rate` DESC
0.0004	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` = '4316972'
0.0003	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0003	SELECT * FROM `testimonial_videos` WHERE `placement` = 1 OR `placement` = 0 ORDER BY RAND()
0.0003	SELECT * FROM `testimonial_videos` WHERE `placement` = 2 OR `placement` = 0 ORDER BY RAND()
0.0002	`select * from teasers`
0.0003	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT * FROM notes WHERE employer_id = '0'`

HTTP HEADERS (Show)

SESSION DATA (Show)

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csrf-token	e8a40c8b5168f148237bb93b5b2865df

CONFIG VARIABLES (Show)

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enable_profiler
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uri_protocol	PATH_INFO
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csrf_token_name	csrf_test_name
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csrf_regenerate	1
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time_reference	local
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salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
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twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
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meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
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SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.132
HTTP_DNT

Jann

L3 IT Support Engineer & Cloud Administrator

Overview

Profile Description

Top Skills

Customer Support » Technical Support

Office and Administration » Microsoft Word

Customer Support » Helpdesk Support

Other Skills

Office and Administration » Microsoft Excel

Office and Administration » Microsoft Power Point

Cloud Services » Azure » Security - Azure Active Directory

Software » Databases » ServiceNow

Marketing » CRM » Salesforce

Office and Administration » Data Entry

Office and Administration » Email Management

Design » Graphic Design » Canva

Office and Administration » Microsoft Outlook

Office and Administration » Microsoft 365

Professional Services » Forex Trading » Technical Analysis

Office and Administration » Tech-Savvy

Basic Information