ALVIN PAGKALINAWAN

*** ******* ** ***** *****, San Jose, CA 95111 408-***-****

actayn@r.postjobfree.com

OBJECTIVE: To obtain an exciting and challenging position as a Desktop Support Administrator

EXPERIENCE:

VMware, Inc. Palo Alto, CA

Desktop Support Engineer 2009 – Present

Lead successful projects with coordinating moves

Ensure Incident Management requests are responded to and closed within defined SLAs

Able to setup and configure ESX servers

Experience with VMware products such as VSphere Client 5.x, VMware Workstation, and Fusion

Provided support for users ranging from individual contributors to the VP level

Proficient with Apple Mac OSX and Microsoft Windows XP, Windows 7, and Windows 8.1

Support experience within an AD and Exchange 2013 environment

Responsible for day to day client issues regarding hardware, software and mobile devices

Experience with Microsoft Applications including Microsoft Office 2013 and Lync

Help users troubleshoot Microsoft Outlook email and calendar issues for Windows and Mac

Responsible for troubleshooting vpn issues with Juniper

Responsible for computer setup and configuration for new hires

Support users with McAfee Anti-Virus and Encryption software issues

Experience with imaging software such as Symantec Ghost

Provided support for Dell, Apple, Lenovo, and HP systems

Experience with ServiceNow/HelpNow as the ticketing tool

Frank, Rimerman +Co., LLP San Jose, CA

Server and PC Administrator July 2007 – March 2009

Provided support for the San Jose office location

Responsible for generating full backups for Exchange 2007 mail servers and other data servers using Symantec Backup Exec version 11d and version 12

Responsible for creating user accounts for new hires through Active Directory and Exchange 2007 console

Provided support for remote users via Live Meeting, Remote Assistance, and various remote software

Supported users with mobile devices such as Blackberry and Microsoft Mobile Sync

Responsible for creating and updating pc and laptop images using Symantec Ghost

Supported HP and IBM laptops and desktops

Used helpdesk ticketing software called Adventnet ServiceDesk

Managed software and hardware needs for server and client machines

Used McAfee Anti-virus Small Business Edition for server and client protections

Software support included Office 2003/2007, Cisco VPN and VOIP phones, Adobe Acrobat, Prosystems Tax, etc.

LSI Logic Milpitas, CA

Desktop Support Engineer May 2001 – July 2007

Responsible for supporting over 300 users across the campus

Provide support in troubleshooting, diagnosing, installation and configuration of hardware and software for desktop and laptop systems for employees in the Active Directory environment

Create, maintain and standardize windows OS images using Norton Ghost

Perform troubleshooting of network connectivity, via wired and wireless communications

Help support remote users via vpn, RDP, Netmeeting and VNC connections

Knowledge of SCSI, IDE, SATA hard drives

Provide support for network printer configuration and maintenance

Track all tickets through Remedy and provided the worklog and the solution for the problem

Provide users assistance of Microsoft Outlook Exchange clients

Assist users connecting to POP mail accounts using Outlook and Netscape email clients

Diagnose and troubleshoot Microsoft Operating systems including Windows XP, Windows 2000 professional, Microsoft Office 2003 products, and Norton anti-virus program

Provide internet support for Microsoft Internet Explorer, Netscape and Mozilla browsers

C-Cube Microsystems (Acquired by LSI Logic) Milpitas, CA

Systems Administrator (Lead) May 2000 – July 2007

Responsible for supporting over 300 users througout the campus

Reported directly to Desktop Manager to give updates on projects and building issues

Responsible for creating Windows, Novell, Unix, Email, VPN, Phone and Voicemail accounts for new employees

Created and maintained Windows image templates using PQDI

Duties also included to diagnose and troubleshoot PC and UNIX desktop clients

Provided technical support for remote users via VNC

Provided excellent customer service and fixed issues within SLA

Wheel Works San Jose, CA

Network Administrator Nov. 1999 - May 2000

Main responsibility was to maintain network connectivity between all stores

Provided support for over 500 users locally and remotely

Assisted users having problems with Win95, 98, NT, Office97, Email, remote dial-in, and other in-house software

Performed software upgrades when necessary

Generated good backups on a daily basis via ArcServe

Installed, configured, & maintained Netware 3.12, 4.11 and 5 servers

First Franklin Financial Corp. San Jose, CA

Network Administrator Dec. 1997 - Aug. 1999

Responsible for supporting remote & local end users with hardware & software problems

Responsible for setting up new employees with phone extensions & voicemail

Created windows user accounts and e-mail address through MS-Exchange

Duties also include documenting all troubled tickets via Clientele

Provided excellent customer service and fixed issues within SLA

Performed backups, installed and/or upgraded software on 95/NT machines, and resolved printer issues remotely and locally

EDUCATION:

VMware VCP 5 Certified July 2015

ITIL V3 Certified Oct. 2013

Sun Microsystems Fremont, CA

Certified Sun Solaris 8 System Administrator 2002

Novell Networks

Certified Novell Administrator for Netware 4.11 1998

San Jose City College San Jose, CA

Associates of Science Degree in Electronics 1994

Evergreen Valley College San Jose, CA

General Education 1990-1991

Cogswell Polytechnical School Cupertino, CA

General Education 1987-1988

REFERENCES: Available upon request

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