Kelly James Irigan
Manila,Philippines
Summary
I’m a dedicated IT Technical Support Specialist with several years of hands-on experience in troubleshooting, system maintenance, and end-user support across a wide range of IT environments. I’ve built a solid reputation for resolving hardware, software, and basic network issues efficiently—with a strong focus on minimizing downtime and ensuring seamless user experiences. Over the years, I've supported diverse teams, maintained IT systems, and provided dependable help desk solutions that keep businesses running smoothly.
Overview
10
10
years of professional experience
2
2
Certification
Work History
Technician
BTAM (advance operation and maintenance)
Jeddah, Saudi Arabia
11.2022 - Current
- Provided technical support to airline staff, ensuring uninterrupted operations in ticketing, check-in, and flight scheduling systems.
- Troubleshot and resolved connectivity issues in airport terminals to maintain operational efficiency.
- Installed and configured airline-specific software across workstations and devices, enhancing user performance.
- Diagnosed and repaired hardware malfunctions, reducing downtime in customer service kiosks and staff equipment.
- Installed and configured aviation-specific software across devices, such as handheld use for scanning baggage tags, enhancing user efficiency.
- Conducted preventative maintenance on computer workstation and printers used for check-in and boarding gates.
- Use a remote application such as Remote Desktop and VNC to monitor and assist airline staff in assigning flight information displays.
Technical support
Healthway Medical Inc.
Makati City, Philippines
01.2017 - 10.2022
- Initiated remote sessions to diagnose and resolve customer issues efficiently.
- Escalated unresolved issues to senior engineers whilst maintaining regular communication with affected customers.
- Performed root cause analysis on recurring problems, preventing future occurrences.
- Enhanced customer satisfaction with effective and timely resolutions of tech-related matters.
- Conducted routine system checks to prevent potential disruptions or malfunctions from occurring.
- Managed multiple calls simultaneously, ensuring optimal customer service delivery.
- Troubleshoot operating systems, hardware and software problems to identify root causes.
- Delivered complete set-up assistance for networking systems, IP phone equipment and related IT gear.
- Used ticketing system to track support tickets and document actions.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Created and removed user accounts in Active Directory
- Manage and Diagnose Lan/Wan networks
Computer technician
Gizmo Etc. Accesswhere, Inc.
Tandag, Surigao Del Sur, Philippines
04.2015 - 10.2015
- Created back-up files for retrieval during potential system failures.
- Installed anti-virus programmes, enhanced computer safety measures.
- Installed new hardware, improved system performance.
- Set up and installed new hardware and software systems to customer requirements.
- Maintained scanners, printers, and other computer peripheral equipment.
- Assemble/disassemble and repair printers, computers, laptops, etc..
- Reformatted computer and installed new operating systems
Education
Bachelor of Science - Information Technology
Surigao Del Sur State University
Philippines /2011 - /2015
Skills
- IT support expertise
- Tech-Savvy mindset
- Certified in cisco systems
- Network configuration
- Application installation
- Hardware Maintenance
- Interpersonal communication
- IT infrastructure understanding
Languages
English
Advanced
Arabic
Beginner
Certification
- Cisco Certified Network Associate (CCNA) Credential ID: CSCO14571108
- Computer Hardware Servicing NCII, Passed 2013
Timeline
Technician
BTAM (advance operation and maintenance)
11.2022 - Current
Technical support
Healthway Medical Inc.
01.2017 - 10.2022
Computer technician
Gizmo Etc. Accesswhere, Inc.
04.2015 - 10.2015
Bachelor of Science - Information Technology
Surigao Del Sur State University
/2011 - /2015
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