Open to opportunities

Michael Jo Peñaredonda

IT Service Desk Engineer with MSP experience across 60+ client environments — specializing in Microsoft 365, Active Directory, and Entra ID, with a growing focus on automation and CRM systems.

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Who I Am

About Me

I'm an IT Service Desk Engineer with hands-on experience supporting multi-client MSP environments, specializing in Microsoft 365, Active Directory, Intune, and Entra ID. I have a proven ability to manage diverse client environments, resolve complex technical issues, and handle end-to-end user lifecycle processes.

With experience supporting 60+ client environments across MSP and enterprise settings, I'm now channeling that foundation into the next chapter — expanding into automation, CRM pipelines, and workflow engineering with tools like Go High Level, Zapier, and n8n.

BS in Information Technology graduate with certifications in Microsoft 365, Azure AI Essentials, ITIL, and Fortinet Cybersecurity Fundamentals.

Experience
3+ yrs
Client Environments
60+
Companies
4 roles

Career Path

Work Experience

ConnectOS
IT Service Desk Engineer — Independent Contractor
Feb 2026 – April 2026
MSP
  • Provide IT support across 60+ client environments handling diverse systems, processes, and configurations
  • Resolve a wide range of technical issues via ConnectWise — account access, device management, and system troubleshooting
  • Administer Microsoft 365, Exchange Online, Intune, Entra ID, and Active Directory for user access, security, and device control
  • Perform onboarding/offboarding including account provisioning, license assignment, and access management
  • Troubleshoot network issues (VPN, LAN/Wi-Fi, DNS) across different client infrastructures
  • Monitor and maintain systems using N-central RMM, ScreenConnect, and Azure Virtual Desktop (AVD)
HCL Technologies
ITSD Senior Analyst
October 2024 – December 2025
Enterprise IT
  • Delivered advanced technical support to global users, resolving complex issues across applications, hardware, network connectivity, and virtual environments
  • Managed user accounts and access using Active Directory, including account creation, password resets, and group management
  • Utilized ServiceNow to handle incidents and service requests while ensuring SLA compliance and accurate documentation
  • Provided remote support using tools such as Bomgar, enabling efficient troubleshooting and resolution
  • Performed troubleshooting for VPN, LAN/WAN connectivity, and system access issues
  • Conducted root cause analysis and contributed to process improvements to enhance service efficiency
Telus Digital
Technical Support Specialist
March 2024 – October 2024
Tech Support
  • Resolved complex technical issues for end-users including email (Outlook 365, Thunderbird), VPN, security software, and system performance tools ensuring minimal downtime
  • Executed installations, configurations, password resets, and user profile setups leveraging Bomgar for efficient remote troubleshooting
Concentrix CVG
Technical Support Representative
November 2022 – February 2024
Tech Support
  • Delivered technical support for Fibre Internet and IPTV resolving complex issues with WLAN, LAN, routers, VPN, telephone, and Singnet email ensuring minimal service disruption
  • Managed escalated incidents collaborating with internal teams to expedite resolution and maintain service quality

Tech Stack

Tools & Technologies

M365Microsoft 365
ADActive Directory
AZAzure / Entra ID
ITNIntune MDM
SNServiceNow
CWConnectWise
VMVMware / AVD
RMMN-central RMM
SHFShopify
GHLGo High Level
ZAPZapier
N8Nn8n · Make
GPTChatGPT
CLDClaude AI
CVACanva

My Work

Featured Projects

Automation · Zapier + GHL
Lead Nurture Pipeline

Multi-step Zapier workflows connecting GHL CRM triggers to SMS/email sequences — automating lead follow-up from capture to booking confirmation.

Funnel Building · GHL
Glow Beauty Studio Funnel

Full GHL sales funnel with custom domain via Namecheap, landing page, opt-in forms, and booking workflows — live and converting.

E-commerce · Shopify
Shopify Product Catalog Setup

Bulk product listing, variant config, metafield setup, and app integrations for a Shopify store — optimized for conversion and SEO.

Expertise

Core Skills

🖥️
IT Support & Troubleshooting
Advanced TroubleshootingRemote SupportHardware & PeripheralsApplication SupportITSM & Ticketing
☁️
Cloud & Identity Management
Microsoft 365Azure / Entra IDIntune MDMActive DirectoryExchange OnlineSecurity & Compliance
🌐
Network & Infrastructure
VPNLAN / Wi-Fi / DNSN-central RMMScreenConnectAzure Virtual DesktopCitrix
⚙️
Automation & CRM (Learning)
Go High LevelZapierCRM PipelinesFunnel BuildingShopifyn8n · Make

Certifications

Active Directory and Policy Lab
Introduction to Linux
Learning Virtualization
Learning Microsoft 365
Learning ITIL
IT Service Management Foundations — Problem Management
IT Service Management Foundations — Change Management
Microsoft Azure AI Essentials: Workloads and Machine Learning on Azure
Fortinet Certified Fundamentals in Cybersecurity

Get In Touch

Let's Connect

Open to freelance, full-time, and collaborative opportunities in IT engineering and automation. Based in Taguig, Philippines — available remotely worldwide.

Connect on LinkedIn
michaeljopenaredonda01@gmail.com