Technical Support Engineer

Anthony C. Roque

Personal Details

Address Block 6 Lot 3 Villa Olympia phase 6 Subdivision San Pedro Laguna

Mobile +63-915-*******

Viber +63-928-*******

Email **********@*****.***

Overview

Professional Memberships and Educational Qualifications

oComputer Technology and System Management

oIT Software/Hardware/Server/Network/Storage/Security/Monitoring

oCisco Certified Network Associate

oDell Certified System Engineer

oEMC Storage Engineer

oITIL V3 Foundation

Summary of skills and experiences

oDiagnose and resolve system hardware, software and Storage, Networking problems

oHandle Cisco installation and configuration base on the client site

oInstallation and maintenance of servers to the client.

oAsset management

oAdministration of client’s infrastructure

oTechnical Support Dell Products

oTechnical Support Cisco products

oTechnical Support Fortinet firewall

oTechnical Support EMC Storage Solution

oTechnical Support Data Domain

oTechnical Support Net App Appliance

oTechnical Support RSA products

oIT Operation Center Analyst

Employment History

Verifone Global Development Center Phils. Inc May 2017 – Present

5th floor South Wing, Estancia, Capitol Commons, Meralco Avenue corner Shaw Boulevard Brgy. Oranbo, Pasig City 1600 T: 632-***-****

Organization: Verifone Global Development Center Phils. Inc

Role: ITOC Analyst

Responsibilities:

oCompletes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.

oActively monitor performance dashboards and event queues

oEnsures events and requests are assessed correctly and that appropriate escalation takes place.

oRecommends strategies and team knowledge Sharing

oPrioritizes and manages Service request backlog

oInvestigates and resolves or escalates events and incidents to the respective Teams Xmatters

oCommunicate incident status to ITOC Manager

oConfiguration of monitoring tools Service now, Splunk, Nagios, Solar winds,

oSupport company programs and ensure adherence to company rules procedures

oEvaluates events and incidents and assesses initial impact and urgency

oInterface with stakeholders and technical resource personnel in a professional manner

oAnalyze and resolve moderately complex technical problems

RSA, the security division of EMC December 2012 – June 2016

43rd floor Philam Life Tower Paseo de Roxas, Makati City

Office Number # 859 4600

Organization: RSA, the Security division of EMC

Role: Technical Support Engineer II

Responsibilities:

oProvide technical support RSA clients Globally

oSetup, install and configure of RSA Products Archer, DLP, and Secure ID

oProvide Troubleshooting, installation, configuration, of RSA products.

oPerforming RSA product trainings Quarterly to ensure product updates

oParticipate weekly and monthly meeting and product collaboration and sharing knowledge in other global teams

oPerform escalation for the engineering team if needed

oPerform quality support to customers to meet satisfactorily

Unisys Philippines August 2009 – October 2012

Level 9 Eton Centris Cyberone, EDSA Corner Quezon Avenue Quezon City

Office Number # 981 7700

Organization: Unisys Philippines local Service Provider

Role: Client Infrastructure Engineer

Responsibilities:

oProvide technical support on-site services of Unisys clients

oSetup, install and configure desktop, laptop, servers, storage

oTechnical Support Cisco Router Nokia and Fortinet firewall

oProvide Installation,Configuration Uploading Base Configuration for Cisco Routers 1800 series and IOS and WAN accelerator

oProvide 24/7 on-site support for EMC storage like Clariion, Celerra, Connectrix, DL SAN, NAS, DATA Domain, VNX series

Micro D International January 2007 – June 2008

6th floor The Peninsula Court 8735 Paseo De Roxas Corner Makati Ave Makati City

Organization: Micro D International DELL Philippines Products Distributors

Role: Technical Support Engineer and Network Support

Responsibilities:

oSupport to MDI clients for the following products: 3Com Switches, wireless symbol extreme switches and Cisco routers

oSupport Dell products such as laptop, desktop, Dell server

oProvides 24/7 support to the client site

Microserve Incorporation, April 2005 - January 2007

8th floor The Peninsula Court 8735 Paseo De Roxas Corner Makati Ave Makati City

Organization: An affiliate of Micro-D International and IT Support and Services firm for products such as DELL, 3Com, & Nortel.

Role: Team Lead Technical Support Engineer

Responsibilities:

oHandle phone support to all Philippine users, both staff and agents

oHandle system access related problems such as password resets on LAN and oracle application.

oCreated tickets, log problem calls to be attended by our field support team

oResponsible for coordinating with external parties and vendors for the actual repair of defective

Units

oMaintained excellent client relation and service based on outstanding managed systems configuration and maintenance problem, troubleshooting, planning and directing upgrades, and testing operations to ensure optimum system functionality.

oIdentify critical needs for the helpdesk center. A Monitored inventory system for hardware and software to help track accountability, repair and value of the equipment

Micro Computer Leader July 2001 – February 2005

7607 Guijo St. San Antonio Village, Makati City 1203

Organization: Micro Computer Leader Service Provider

Role: Technical Support Engineer

Responsibilities:

oDefined and implemented activated data communication projects.

oProvided technical support to the division and safeguard LBNI Nationwide's wireless physical backbone

oTechnical Support for IBM Desktop Laptop Computers

Professional/Technical Training and Literacy

oDell Server 2950 Power Edge

oEMC Clariion Host Integration and Implementation

oEMC Mirror View and SAN Copy Configuration

oEMC VNX series Unified Storage maintenance

oDATA Domain Maintenance support

oNet App Support Engineer

oRSA Security Products

Foreign Base Training

oRSA Data lost Prevention, Deep Dive Training

Sydney, Australia

oRSA Envision Deep Dive Training

Sydney, Australia

oRSA Security Analytics Installation and Configuration Data Warehouse

Sydney, Australia

oEMC Clariion Host Integration and Implementation

Singapore, Singapore

oEMC Mirror View and SAN Copy Configuration and Management Singapore, Singapore

Philippine Base Training

oTrade test for Computer technology April 25 2001

oCCNA Certified March 06 2003

oEffective Business writing August 2005

oDell Certified System Engineer September 2007

oEnglish Proficiency Training for Call Centre December 2008

oUnified Communication Security January 2008

oSolution DATA Centre Solution network May 2008

oI CALL PLDT We Roam February 2008

oVIA Scoop IP Scan March 2008

oMotorola Symbol Wireless Communication April 2008

Personal Qualities

oHighly-organized with eye for details

oExcellent analytical and problem-solving skills

oAbility to work under high pressure and flexibility to meet business demands as they arise

oProactive and a good team player

Contact this candidate