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Engineer Technical Support

Chino, California, United States
August 29, 2017

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Joel G. Francisco

***** ****** ***. *****, ** ***10 Cell: 714-***-****

About Me

Multi-certified Professional (MCP, MCDST, MCITP, MCTS)

Currently a Senior Systems Engineer with over than 15 years of professional IT experience in System Engineering, Data Center operations across Windows, Linux, Mac OSX platforms, Database maintenance, Office 365 Installation/Migration

Involved in Project Management of IT infrastructure from SME to Enterprise level

Skilled in identifying/troubleshooting system & applications across a range of different IT environments

Technical Skills


Operating Systems

Server Roles



HTML, PHP/ASP, CSS, XML, VB Scripts, JavaScript Flash AS, Wordpress, Joomla, Powershell

MS Windows 2000, 2003, 2008, 2012 Server, Win XP, Win 7, Win 8, Win 10, Mac OS, Linux

Active Directory, Failover Cluster Manager, Hyper-V Failover Cluster, Group Policy, WSUS

Microsoft Hyper-V, VMware ESX Server, vSphere & Workstation, Citrix Xen Server, Xenapp

Oracle 10g/9i, MS SQL Server 2012/2008/2005, MSSQL Clustering, MySQL, Cache’

Enterprise Apps



Server Hardware


MS System Center 2012 (SCOM, SCCM, SCVMM), Symantec Endpoint, McAfee SaaS

Symantec Backup Exec, Symantec Netbackup, Veeam Backup, Windows Backup

Cisco Routers/Switches, Meraki, SonicWall, VPN & WLAN Configuration, Netspot, AirMagnet

HP Proliant ML/Blade, IBM xSeries, Dell PowerEdge, Blade, IBM SAN, Tape Drives/Library

Office 365 (Installation, Migration, Management) Sharepoint, Dropbox, Google Apps, Azure

Work History

May 2015 to Present

KR Elixir – Chino, CA

Senior Systems Engineer

Manages information technology and computer systems of the company and outsourced clients – Domain, Active Directory, Group Policy Management, Office 365 Administration & Migration

Leads the team in troubleshooting efforts and escalates or engages others as needed to resolve issues.

Defines and implements health check schedules to ensure that systems & network are working as expected.

Performs routine patching/updates, backups, and system monitoring

Installs, configures, deploys, migrates, troubleshoots and manages:

oWindows Server 2012 R2 Domain Controllers / Active Directory,MS SQL 2008

oMicrosoft Hyper-V, VMware vSphere ESXi 5.x / 6.x & vCenter / MS WSUS / Patch Management

oMicrosoft Azure & Office 365/ Symantec BackupExec & Endpoint Protection, Mcafee Cloud SAAS

May 2013 to May 2015

BlackHorse IT FZE – Dubai, UAE

Information & Technology Manager & Lead Systems Engineer

Manages and handles technical support staff working with multiple clients and handling different levels of SLA. Oversees provisioning of end-user services, including help desk and technical support services.

Develops, implements and manages all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.

Manages the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, telephones, software applications, and peripherals.

Negotiates and administers vendor, partner, outsourcer, and consultant contracts and service agreements.

Handles 3rd level support for all our support tickets which deals with Windows Servers, Office 365, LAN/WAN, Storage & Backup issues

Jan 2010 to May 2013

ITQAN (formerly C4 Advanced Solutions) – Abu Dhabi, UAE

Senior Systems Administrator

Manages the whole system operations of the VIDS Project (Vessel Identification System) for the UAE Coastguard and CICPA (Critical Infrastructure and Coastal Protection Authority).

Responsible for effective provisioning, installation/configuration, smooth system operation, troubleshooting and maintenance of systems, applications, services and backup/restore procedures

Provides overall management, & support of 60 production servers and 100 clients in a Windows/Linux environment, LAN/WAN, and Display walls, radar equipment’s, SID and AIS transponders, etc.

Jan 2006 to Dec 2009 / ATS1Knowledge FZCO – Dubai, UAE

Senior Systems Administrator

Helps in the deployment of IT Systems – Operating Systems, Active Directory Planning and Configuration, Group Policy Management; Mail System

Projects Involved:

Zayed Military Hospital – I.T. Infrastructure Engineer

Installation & Configuration of Microsoft SCOM 2007 & SCCM 2007. Software distribution of Hospital Information System application to client computers. VMware ESX Server Deployment.

Emirates Transport – I.T. Infrastructure Engineer - Microsoft SQL Server 2005 Cluster Configuration

Dubai Outlet Mall – Al Ahli Group – I.T. Infrastructure Engineer

Installation of MS Forefront Client Security & MS Forefront for Exchange

Emirates Identity Authority (EIDA) – I.T. Infrastructure Project Member

EIDA I.T. Infrastructure & Network, Server Design Topology Server Configurations of the following: SCCM 2007, Microsoft ILM 2007 (SSO with Smart card), Microsoft IIS 2003, Microsoft Forefront Client Security, WSUS, Group Policy, Security Templates, Firewall Configuration, Microsoft Forefront Security Suite.

Institute of Applied Technology (IAT) – I.T. Infrastructure Project Member

Windows 2003 Server Installations (Clustered on Mailbox role), Exchange Server 2007 Installation, Hub Transport Role, Client Access Role, Single Copy Cluster (SCC), EDGE Server Role

Sept 2004 to Jan 2006

Lake Washington Communications – Makati City, Philippines

System & Network Administrator

Installs, configures and supports the organization's LAN/WAN system.

Installs, configures and supports the Avaya VOIP, Cisco routers & switches, ADSL router, microwave routers, UPS, network & server racks, PDU’s, etc.

Handles Hardware/Software installations of software and operating system, system backup and restores & overall technical support.

Technologies used: Windows Server 2003, Windows XP, Cisco Switches, Avaya IP Phones

Sept 2002 to Sept 2004

Digital Dimensions, Inc. – Makati City, Philippines

Web Developer / Senior Web Developer

Leads the team in the development and design of the WebHIS (Web-enabled Hospital Information System) WebHIS is composed of five-core modules, which are Patient Administration System, Patient Billing System, Clinical Information System, Inventory Management System and Pharmacy Management System.

Creates system-related documentation relative to user manual, reference and installation guides, on-line help, and release notes. Prepares technical specification documents (e.g. Functional specifications, Design Specifications) and required test documentations.

Deploys WebHIS on Hospitals in Olongapo City, Philippines


Bachelor of Science in Computer Science – University of Perpetual Help Rizal - Las Pinas City, Philippines - 2002


Office 365 Boot Camp (Le Royale Meridian, Dubai, UAE) - November 2012

Windows Server 2012 Boot Camp (Le Royale Meridian, Dubai, UAE) - September 2012

Ciena Carrier Ethernet Associate (CE-A) – (Zayed University, Abu Dhabi, UAE) - June 2012

Cisco CCNA Workshop – Fast Lane (Knowledge Village, Dubai, UAE) ICND1 & ICND2 Training - February 2012

Microsoft – System Center Virtualization Boot Camp (Le Royale Meridian, Dubai, UAE) -December 2011

Ultra Electronics – Diagnostic & Basic Radar Training (Abu Dhabi, UAE) - September 2011

Symantec – (Internet City, Dubai, UAE) Symantec Netbackup on Windows - April 2011

Ultra Electronics- C2DB System Administration (Southampton, United Kingdom) - October 2010

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