I am a Level 1 Support Technician with a 90% First-Contact Resolution and 95% SLA compliance, providing remote Helpdesk and Technical Support in enterprise environments. I specialize in Microsoft 365 support, Active Directory, Windows and macOS support, network troubleshooting, and user access management.

I resolve issues related to Outlook, Teams, SharePoint, OneDrive, password resets, account lockouts, MFA, Bitlocker, network connectivity, and remote access.

Core Keywords & Expertise:

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory (account lock out, password resets)
• Azure (BitLocker, Temporary Access Pass)
• Hardware issues support
• Cybersecurity awareness, including phishing detection, MFA, and basic security best practices
• macOS Support (Jamf Self Service app configuration, software deployment, troubleshooting)
• VPN Support (GlobalProtect, Cisco AnyConnect)
• Multi-Factor Authentication (Okta, Microsoft Authenticator, RSA)
• Citrix Workspace and Genesys Support
• Ticket Management (ServiceNow, ConnectWise, Synchro, Zendesk & BMC Remedy)
• Confluence (documentation, knowledge base)
• Remote Support (BeyondTrust, AnyDesk, TeamViewer, Quick Assist)
• Slack, Zoom, Google Workspace and support tools

I am available for remote Level 1 Support Technician | IT Helpdesk | IT Support role and long-term contracts.


**IT Helpdesk, Helpdesk Technician, Level 1 Support Technician, Tier 1 IT Support, IT Support, Helpdesk Analyst, Technical support, Customer Support, Chat support, Email support, Phone support, Remote Troubleshooting, Problem solving**

IT Service Desk Engineer | 6+ Years Experience | L1–L2 Remote Support Specialist

I am an experienced IT Service Desk Engineer with over 6 years of hands-on experience supporting global users in MSP and BPO environments. I specialize in delivering fast, reliable, and well-documented technical support across Microsoft 365, Active Directory, and enterprise ticketing systems.

My core expertise includes incident management, user support, and troubleshooting across Windows, macOS, VPNs, and basic networking (DNS, DHCP, TCP/IP). I have strong experience working with tools such as ServiceNow and Jira, handling high-volume ticket queues while maintaining SLA compliance and quality resolution.

I am also comfortable working in cloud and remote environments, including AWS-based systems, virtual desktops, and remote support tools such as RDP, Splashtop, and JAMF.

I am known for:

Clear and professional communication with end users
Fast and accurate troubleshooting under pressure
Strong documentation and knowledge base contributions
Consistent first-contact resolution improvement

I operate with a fully equipped remote setup and stable internet, ensuring dependable performance for any time zone. I am seeking a long-term remote role where I can contribute to a growing IT support team and continue advancing within MSP operations.

I am a reliable Customer Support Specialist with over five years of BPO experience and several years of remote work as a Virtual Assistant handling chat and email support.I specialize in assisting customers with inquiries, technical concerns, billing issues, and account management while maintaining a calm, professional, and empathetic approach. My background includes supporting international customers and following company processes, scripts, and KPIs.While my recent roles focused on chat and email support, I have solid phone support experience from my BPO background, which helped me develop strong communication skills, problem-solving abilities, and confidence in handling different customer situations.I am detail-oriented, dependable, and quick to learn new tools and systems. I take pride in providing excellent customer experiences and being a support team me mber clients can rely on long-term.

Customer Support SpecialistHandled high-volume chat and email inquiriesAssisted customers with technical, billing, and account issuesMaintained accurate documentation and follow-upsEnsured customer satisfaction and timely resolutionLet's Connect:
>Email : hazelrestor@gmail.com
WhatsApp: +639176238543
Microsoft Teams: hazel .restor 1

Computer Literate and Tech Savy

I am a Level 1 Support Technician with a 90% First-Contact Resolution and 95% SLA compliance, providing remote Helpdesk and Technical Support in enterprise environments. I specialize in Microsoft 365 support, Active Directory, Windows and macOS support, network troubleshooting, and user access management.

I resolve issues related to Outlook, Teams, SharePoint, OneDrive, password resets, account lockouts, MFA, Bitlocker, network connectivity, and remote access.

Core Keywords & Expertise:

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory (account lock out, password resets)
• Azure (BitLocker, Temporary Access Pass)
• Hardware issues support
• Cybersecurity awareness, including phishing detection, MFA, and basic security best practices
• macOS Support (Jamf Self Service app configuration, software deployment, troubleshooting)
• VPN Support (GlobalProtect, Cisco AnyConnect)
• Multi-Factor Authentication (Okta, Microsoft Authenticator, RSA)
• Citrix Workspace Support
• Ticket Management (ServiceNow, ConnectWise, Synchro, Zendesk & BMC Remedy)
• Confluence (documentation, knowledge base)
• Remote Support (BeyondTrust, AnyDesk, TeamViewer, Quick Assist)
• Slack, Zoom, Google Workspace and support tools

I am available for remote Level 1 Support Technician | IT Helpdesk | IT Support role and long-term contracts.


**IT Helpdesk, Helpdesk Technician, Level 1 Support Technician, Tier 1 IT Support, IT Support, Helpdesk Analyst, Technical support, Customer Support, Chat support, Email support, Phone support, Remote Troubleshooting, Problem solving**

Greetings! My name is Chero Del Puerto, an IT Support Specialist with over 3 years of experience in IT Operations and Technical Support at BPO Industry.

I help businesses maintain smooth daily operations by resolving technical issues quickly and efficiently. I have hands-on experience supporting remote users through phone, chat, email , and ticketing systems, ensuring minimal downtime and high productivity.

My expertise includes troubleshooting hardware, software, VPN connectivity, and user account issues. I am also experienced in managing Microsoft 365 environments, Active Directory, and providing remote desktop support.

Key Skills:
• IT Technical Support (Remote & Onsite)
• Troubleshooting (Hardware, Software, Network, VPN)
• Microsoft 365 & Active Directory Management
• Ticketing Systems (BMC Service Desk)
• User Account Setup & Permissions
• System Configuration, Re-imaging & Deployment
• IT Asset Management & Documentation
• Customer Support via Chat, Email , and Calls

I am detail-oriented, reliable, and committed to delivering fast and effective solutions while maintaining excellent communication with clients and teams.

I am open to full-time opportunities and ready to contribute to your business success.

Let’s work together to keep your systems running smoothly.

Operating Systems Management: Ubuntu, Red Hat, CentOS, Windows 10/11, Windows Server and macOS

Identity & Access Management: LDAP and Active Directory

Database Administration: MySQL, PostgreSQL, and MS SQL Server

Virtualization & Cloud Management: VMware, Hyper-V, AWS, and Azure

Support through Email , Teams Chat and Calls, Remote through LANDesk RCViewer, Remote Desktop, Team Viewer, and Anydesk

System Manage BMC Helix ticket support and handling services such as Linux, System Device Management, Firewall, and Internet Protocol.

Installation of Ubuntu and Oracle Linux OS via VMWare and Physical iLO

Server System Monitoring application Crowdstrike Firewall and Ivanti LANDesk

Maintenance, Setup, and Troubleshooting of Server, Desktop, Laptop, Printer, Biometric, and POS

System Administration, Network Administration, and Setup (LAN and WLAN)

Manage Domain Controller, AD Forests, Active Directory, Organizational Units, Group
Policy, DNS, DHCP, VPN, and Services Configurations

Knowledge of Microsoft Exchange Server, VMware, and Office 365

Data Back-up and Recovery, Data Entry, Integrity & Control, Data Library & Media
Control

Microsoft Windows Series OS, 2008(R2), 2012(R2), 2016, 2019 and 2022 Server, Linux Server, WINDSS Server, Ubuntu Server, JDA/AS400 Application, Windows NT/Microsoft SQL 2008, Anahaw POS Application

Knowledge of Linux OS, Ubuntu, CentOS, and Oracle

Hardware/Software Troubleshooting, Structured data cabling plan

Basic command scripting automation: PowerShell, Bash, and Putty

Basic Programming (Visual Studio Code, CSS, JS, C++, PHP, HTML, MS Access, MSSQL, MySQL)

Photo Editing (Adobe Photoshop, Corel Draw)

Installation of computer peripherals and programs

Recommends Hardware parts for purchase and repair

Operate CCTV and other peripherals

Managing technical support engineer and handling assigned branches

Setup and Support UPS of Server, Desktop, and POS

Support for PABX IP phone local trunkline telephone

System Implementation and End-User Support


Training and Certification

CCNA - Cisco Certified Network Associate
CompTIA Network+AWS
Certified Cloud Practitioner Course
Network Fundamentals Course
Fortinet Overview Course
Introduction to Cloud Computing
Linux Command Line and Shell Scripting Masterclass
PowerShell Functions Master Class
Advanced WordPress Course for Professionals
Complete Data Science Boot
CampHands-On SQL Server, ManagementStudio, SQL Queries, AzureStudio

I have over 11 years of professional experience in Customer Service, Technical Support, and IT Service Desk roles across BPO and IT environments. This includes more than 4.5 years of hands-on experience in IT Service Desk and Level 2 Technical Support, as well as several years providing customer care and technical assistance through phone, chat, and email support.

I am skilled in managing inbound and outbound communications while handling IT service desk responsibilities such as troubleshooting, ticket management, user support, and system navigation. I consistently deliver reliable and professional service, with strong attention to time management, attendance, and work quality.

I adapt quickly to new tools, processes, and work environments, and I am comfortable working with clients and customers from different cultures and backgrounds. I am a hardworking, detail-oriented professional who takes ownership of tasks and is always willing to learn, improve, and contribute my knowledge and experience to the success of the company I work with.

I am an experienced Application Support Specialist and Technical Support & Onboarding Manager with a strong background in system integrations, customer support, and financial operations.

I specialize in supporting integrations between Procore and Autodesk with accounting platforms such as MYOB, Xero, and QuickBooks Online (QBO). I assist clients with setup, troubleshooting, and ensuring smooth data synchronization across systems.

I also provide technical support via Zoom, phone, and email , delivering clear solutions and excellent customer service. In addition, I have experience supporting a VPN provider, handling connectivity issues, user concerns, and technical troubleshooting.

Beyond technical support, I have a background in banking operations, specifically in collections and billing, where I developed strong attention to detail, problem-solving skills, and the ability to handle sensitive financial information.

I am reliable, detail-oriented, and committed to helping businesses streamline processes and deliver a great user experience.

I am an experienced IT Support Technician with over 6 years of hands-on expertise in remote technical support, cloud syncing, SaaS troubleshooting, and customer service. I’ve worked with international clients, providing live chat, email , and remote desktop support across Windows, macOS, Linux, Android, and iOS platforms.
My background includes resolving VPN, DNS, and cloud syncing issues (Google Drive, OneDrive, Dropbox), managing user accounts in Active Directory and Office 365, and troubleshooting a wide range of SaaS tools. I'm proficient in tools like Zendesk, WHMCS, Stripe, Salesforce, Exchange Admin Center, and VMware.
Key strengths:• Cloud storage troubleshooting & sync conflict resolution
• VPN setup/support (StrongVPN, Speedtest VPN, router configuration)

• SaaS support (O365, Zendesk, WHMCS, TeamViewer, Splashtop)

• Networking: LAN/WAN, firewall (Juniper SRX), router setup

• High-level communication and customer retention skills


I take pride in delivering reliable, friendly, and efficient technical support that builds customer trust and resolves issues qui ckly. I’m seeking part-time opportunities where I can bring value to your tech or support team.

Hey there! I appreciate your visit to my profile.

If you're looking for someone who can turn technical information into compelling, user-friendly content that interests your audience and enables you to achieve measurable results, you're in the right place!

I specialize in healthcare, cybersecurity (with hands-on VPN reviews), and SEO-driven writing, which means I spend hours perfecting my content. I thoroughly research, edit, and proofread so that my work stands out and delivers results.

WHAT I OFFER:

1. VPN HANDS-ON TESTING & REVIEWS - I personally test and review different VPN services, sharing accurate, first-hand insights that readers can actually trust.

***Check out my published work here: https://www.technadu.com/author/cherry /

2. LONG-FORM ARTICLES - Includes accurate citations/references, focusing on medical/healthcare issues (including nutrition - low carb, keto, & carnivore diets), cybersecurity, and VPN technology.

3. ON-PAGE SEO IMPLEMENTATION – I integrate keywords, formatting, and structure based on your SEO strategy to boost content visibility.

4. COPY EDITING & PROOFREADING - Grammatical accuracy is a priority, along with clarity, readability, and consistency with the brand's voice.

5. FACT-CHECKING & DATA VERIFICATION - Comprehensive research to back up every claim.

6. CONTENT MANAGEMENT - My services include everything from ideation and content creation to publication. Tools I use include Google Workspace (Docs, Sheets, Drive), ClickUp (task tracking), and Slack (team collaboration). I also have experience with WordPress for publishing and Canva Pro for creating visuals.

THROUGHOUT MY FREELANCING CAREER, I’VE HANDLED:

1. General article writing
2. Copywriting
3. IELTS essay editing (Academic & General Training modules)
4. AI content editing (Tools: ChatGPT, Frase, Copy.ai, Grammarly, Quillbot, & Rewritify)
5. CMS (WordPress & Squarespace)
6. Amazon product descriptions
7. Content creation for the Amazon Affiliate Program | VPN product affiliate links
8. Blogging
9. Ebooks
10. Social media posts (Instagram, TikTok, & Facebook )

Ready to bring your content to the next level?

I’m just a message away if you’re ready to get started.

Looking forward to working with you!

I am an IT support professional with experience in MSP-style environments, providing remote end-user support, troubleshooting Windows, POS issues, and assisting with Microsoft 365 and VPN connectivity. I strive to be known as a reliable, responsive, and customer-focused technician who takes ownership of issues and delivers timely resolutions.