Crystal Apiag
Tamuning
Summary
Certified IT professional with CompTIA A+ certification. Adept at providing comprehensive technical support and maintaining network stability. Experienced in troubleshooting hardware and software issues, resolving technical problems promptly, and delivering exceptional customer service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
ICT Support Analyst
RexTechnologies
12.2024 - Current
- Delivered local and remote desktop support, troubleshooting hardware, software, and application issues using ticketing systems like ServiceNow and ITSM.
- Delivered excellent customer service and communication, ensuring timely issue resolution and maintaining detailed ticket documentation; collaborated with third-party vendors for complex AV issues.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
Court Information Systems Analyst I
Judiciary of Guam
09.2021 - Current
- Provide Tier 1 and 2 technical assistance, supporting hardware and software systems for courtrooms and employees.
- Set up and install equipment, cables, operating systems, and software, ensuring high functionality standards.
- Monitor system operations and detect errors, implementing prompt corrective actions for optimal performance.
- Maintain detailed records of data communication transactions, issues, and solutions using a HelpDesk Ticketing system.
Network Operations Technician
GTA Teleguam
06.2017 - 09.2021
- Troubleshot hardware and software to resolve network issues, maintaining seamless operations.
- Monitored and implemented operational and security procedures, enhancing system maintenance protocols.
- Provided support to local and remote users, efficiently resolving issues and offering user education as necessary.
Network Operations Center Technician
Docomo Pacific
11.2014 - 06.2017
- Monitored network operations and security procedures, ensuring compliance with maintenance protocols.
- Provided technical support to project teams, resolving hardware and software issues and emergencies.
- Maintained and applied expertise in local and wide area networking technologies, supporting both local and remote users.
Technical Support Representative
Docomo Pacific
11.2014 - 06.2017
- Provided Tier 1 IT support and desk-side services to non-technical internal users, facilitating smooth operations and addressing immediate technical needs.
- Conducted comprehensive end-user troubleshooting and desktop support, ensuring all systems operated at peak functionality and reducing downtime.
- Collaborated with supervisors to resolve customer inquiries and technical issues, ensuring client satisfaction and effective communication post-resolution.
Master Control Operator
PBS Guam/KGTF Channel 12
06.2009 - 08.2014
- Ensured compliance with regulations and company standards by monitoring channels, maintaining high-quality control for on-air content.
- Collaborated with engineering teams to enhance audio and video quality during broadcasts, addressing signal issues proactively.
- Evaluated and prepared program schedules for transmission, maintaining broadcast equipment and performing emergency repairs to guarantee uninterrupted service.
Education
High School Diploma -
George Washington High School
01.2010
Electronics Technology Program - undefined
GCC/GDOE Career & Technical Education Program
01.2010
Skills
- Complaint Resolution
- Exceptional Telephone Etiquette
- Technical Support
- Customer Service
- Helpdesk Administration
- Second-Level Support
- Network Performance Monitoring
- Hardware support
Certification
CompTIA A+
Timeline
ICT Support Analyst
RexTechnologies
12.2024 - Current
Court Information Systems Analyst I
Judiciary of Guam
09.2021 - Current
Network Operations Technician
GTA Teleguam
06.2017 - 09.2021
Network Operations Center Technician
Docomo Pacific
11.2014 - 06.2017
Technical Support Representative
Docomo Pacific
11.2014 - 06.2017
Master Control Operator
PBS Guam/KGTF Channel 12
06.2009 - 08.2014
Electronics Technology Program - undefined
GCC/GDOE Career & Technical Education Program
High School Diploma -
George Washington High School
Similar Profiles
Jiro Eryl EchavezJiro Eryl Echavez
Rooms Coordinator at Hilton Guam Resort & SpaRooms Coordinator at Hilton Guam Resort & Spa
Victor TanoVictor Tano
Center Manager at United Service Organizations, USOCenter Manager at United Service Organizations, USO
Lee Brandon CruzLee Brandon Cruz
Plant Operator and Maintenance Worker at Guam Power AuthorityPlant Operator and Maintenance Worker at Guam Power Authority
Neil Christian RasalanNeil Christian Rasalan
Server at Outback SteakhouseServer at Outback Steakhouse
MATTHEW THOMAS DUNNEMATTHEW THOMAS DUNNE
ICT Support analyst at Careys Civil EngineeringICT Support analyst at Careys Civil Engineering