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Michael San Diego Ramos

*** *** ** *** ******

10-03-104*-*** Singapore 560419

Mobile

Numbers: +65-81218688

Email: acb0tt@r.postjobfree.com

Job Objectives

To Provide Business Systems to complement and improve current system

To Provide Enterprise Level User and Server Support and Administration

To continue to learn and keep up the with Information Technology

Brief Description of Skills

Desktop Technical Support

Perform diagnosis and resolve problems related to computer hardware and

software for Windows and Macintosh systems; Provide advice and assistance

to users on usage of functional features of software and hardware

peripherals; Provide computer storage maintenance during non production

time; Hardware replacement; Installation, re-installation and upgrades of

software; Creation and restoration of computer system image; Virus and

malware eradication; Massive relocation of computers

Pre and Post Sales Support

Handle client calls and email, Empower users regarding the use and support

of their computers setup appointment for users and service personnel;

Recommend products and services for improvement of current system.

Server Administration

Server backup incremental and full backup; Maintenance of Servers 2k3,2k8,

Mac OS X, Exchange; Server, Web Server, File Server, Print Server and

Citrix and VMware, Lotus Notes server performance. uptime monitoring; Power

monitoring and allocation, replacing failed hardware components; Familiar

with Windows 2003/2008 installation & configuration of Active Directory

domain, DHCP, DNS and VPN for Windows Server; Perform OS hardening and

security administration on the servers; Write scripts to automate

repetitive tasks; Plan and perform system maintenance such as installation

of OS and security patches.

Network Administration

Planning network layout; Tracing network fault; Check for network and data

security breach for wired and wireless connections

Administrative Support

Handling classified data such as username and password; Assist in user

account application; Obtaining quotations of computer accessories, IT

equipment and services; Asset & component inventory tagging for new IT

equipment; Updating of Inventory list (Hardware and Software), Updating

records for incoming and outgoing users

Team Management

Provide up-training and coaching sessions; Organize team building

activities; Manage personnel metrics aligned to business requirements;

Provide appraisal and sanctions according to business requirements; Handle

escalated issues of users and team members

Professional Experience

Company:OPUS IT Services

Client : ST Aviation Services Co. Pte. LTD (SASCO)

Employment Date: March 2012 - Present

Job Position: System Administrator

Responsibilities:

PC Support

New PC, Laptops configuration and setup

Computer migration of customer specific hardware and software

Hardware / peripherals installations

Troubleshooting hardware / peripherals problems

Software Installations

Troubleshooting software problems

Clean virus / Spyware / Malware infected PCs

Network Support

New network setup, Design and Infrastructure

Laying of network lines

Setup for network changes as dock room shifts

Troubleshoot of network problems

Maintaining of firewall

Servers Support

Doing backup for file, AD and SAP servers

Checking backup status.

Restoring from backup when the need arise

Maintain Windows Server2003 R2

Maintain DLP

Printers Support

Setup of new printers

Configuring of printers when shifted around

Troubleshoot printer problems

Customers Support

Setup customers laptops for usage

Troubleshooting Internet problems for customers

Setup printers for customers

Troubleshoot printing problem for customers

Adhoc connection problems that customers have

Local office IT support for FedEx, ANA, Air Canada, Delta and JAL

customers

Vendor Liaison

Getting quotations for IT related products

Getting vendor for printers, pc and networking parts replacement

Point-of-Contact for customers' network team

Point-of-Contact for Lotus Notes vendor

Point-of-Contact for Leased Line, ADSL line between Singtel

Administration

Creating new users account when user joined

Creating folders and giving access rights for the users

Deleting users from systems when user resigned

Increasing disk spaces

Asset checking for PPC, Common and IT cost centres

Disposing of scraped IT equipment

Assigning and amending folder rights

Company: NCS Pte. LTD

Client : Ministry of Education Employment Date: December 2010 - March 2012

Job Position: Technology Assistant

Responsibilities:

Perform 1st level troubleshooting for problems related to

hardware/software and application system.

Setup and installation for hardware and software.

PC cloning, migration, server administration and networking.

Perform administrative support, asset management and routine IT

housekeeping service

Ensure the proper running of IT equipment and systems

Commendation / Achievements: highly commended by MOE HOD-IT and MOE Subject

Head IT

Company: 24/7 Customer Philippines

Client : Time Warner USA Employment Date: March 2008 - March 2010

Position: Level 2 Technical Support Professional

Job description:

Provided up-training and coaching sessions

Handled escalated issues of customers

Handled calls and email for connectivity and email support

Setup appointment for users and service personnel

Suggested products and services upgrade.

Commendation/ Achievements: Achieved highest metric points in Average

Handling Time and Customer Satisfaction

Company: Convergys Philippines Services Corporation

Client : Bellsouth / AT&T USA Employment Date: September 2005 - February

2008

Position: Level 2 Technical Support Job description:

Job description:

Provided up-training and coaching sessions

Handled escalated issues of customers

Handled calls and email for connectivity and email support

Setup appointment for users and service personnel

Suggested products and services upgrade.

Commendation/ Achievements: Achieved highest metric points in Average

Handling Time and Customer Satisfaction and Job Efficiency

Company: West Contact Services

Client : EarthLink USA Employment

Date: August 2004 - June 2008

Last Position Held: Subject Matter Expert,

Job Position/s : Cable Technical, Macintosh, ADSL, Dial-up Technical

Support. Job description:

Provided up-training and coaching sessions

Handled escalated issues of customers

Handled calls and email for connectivity and email support

Setup appointment for users and service personnel

Suggested products and services upgrade.

Company: Client Logic Philippines

Client : Dell Computers USA Employment

Date: November 2002 - July 2004

Last Position Held: IT Coach

Job Position/s: Metric Bay Mentor, Internal Dispatch Manager, Product

Specialist, Technical Support

Job description:

Provided up-training and coaching sessions

Organized team building activities

Managed personnel metrics aligned to business requirements

Provided appraisal and sanctions according to business requirements

Handle escalated issues of users and team members

Suggest products and services upgrade

Commendation and Achievements:

Most awarded Team for Quality and Customer Satisfaction

First to be on the Coach Track Training

Awarded Top Technical Support Agent For the months of February, March

and April

Company :Destiny Cable Inc. Philippines

Employment Date: July 1996 - November 2002

Job Position: Senior Technical Support Engineer

Job description:

Pre and Post Sales Support

Planning network layout

Tracing network fault

Setup Home and business Internet connectivity

Exclusive VIP support

Performed diagnosis and resolved problems related to computer

connectivity

Provided advice and assistance to users on usage of Internet and email

Handling classified data such as username and password

Handled escalated issues of customers

Suggested products and services upgrade

Commendation and Achievements: First to be commended in Customer Service

Satisfaction

CyberNet Information Services Inc. Philippines

Employment Date: May 1995 - Nov 1996

Job Position/s: Pre and Post Sales Support Engineer

Job description:

Setup service demonstration

Planning network layout

Exclusive support for VIP's

Performed diagnosis and resolved problems related to computer

connectivity

Hardware replacement and Installation

Handle calls and email for Internet and Email usage and support

Suggested products and services upgrade

Trainings Conducted

Conducted at: Client Logic Philippines

Dates inclusive 2003 - 2004 (every 2 weeks)

Topics: Sympathy vs. Empathy

What is Spyware

Soft Skills Training

Metric Bay Training

Trainings Conducted

Conducted at: Cardiologist convention Edsa Shangri-La Plaza Philippines

Dates inclusive February 14, 2001

Introduction to Broadband Internet Cardiologist convention at Edsa

Shangri-La Plaza Philippines February 14, 2001

Trainings Conducted

Conducted at: Summer Classes at INC Magsaysay Locale Philippines

Dates inclusive Every Summer from 1992 - 1998

Training and Seminars Attended

Institution/Company: Opus IT

Date of training Match 2012

Topics:

Comptia+ 2002, Security 2008

SAP R/3 Implementation

Institution/Company: NCS

Date of training: December 2011

Topics: Windows 2008 server administration

Macintosh networking

Wireless Networking

Migration Lotus notes to Microsoft Outlook

Mass computer imaging

App-V

PXE boot

System Security Polices.

Institution/Company: NCS

Date of training: June 2011

Topics: Windows 2003 administration

Imaging using Norton Ghost

Lotus Notes Administration

Institution/Company: 24/7 Custom Philippines

Date of training: March 2008

Topics: Neutralize accent training

Time Warner services product training

Institution/Company Convergys Philippines Services Corporation

Date of training: June 2006

Topics: Customer Billing

Installation and Product training for AT&T

Institution/Company: Convergys Philippines Services Corporation

Date of training: September 2005

Topics: American Accent Training

US Time Zone and culture training

Bellsouth Product Training

Institution/Company: West Contact Services

Date of training: August 2004

Topics:

American culture and accent training

EarthLink Product Training

Macintosh Setup for DSL and Cable Internet

Institution/Company: Client Logic

Date of training: inclusive 2002-2004

Topics: American culture, accent and time zone

Dell Technician Certification

Coaching in the Zone

Basic and Advanced Train the trainer

Sony Vaio Technician Certification

Institution/Company: Systems Technological Institute

Date of training: March 1994

Topics :

Computer Literacy Program

Business Systems

Academic Qualifications

Diploma: COBOL Programming with Mainframe CICS

Institution: STI College

Year Completed: 1994

Achievement: Scholar

College Level: Bachelor of Science in Computer Engineering

Institution: Lyceum of the Philippines

Year Completed: 1995

Personal Details

Birth date: October 5,1974

Birthplace: Manila, Philippines

Religion: Church of Christ

Civil Status: Married

Name of Spouse: Joan Gelbas Ramos

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