Technical Support Engineer
Resume:
Junabelle Gonzales Canonizado
IT SYSTEMS ENGINEER
CAREER SUMMARY
Results-oriented IT Professional and proven technical skills with more than 11 years of work experience. Strong knowledge of technical support in desktop computers and other IT devices. Extensive experience in implementing and supporting Apple and Microsoft products. Hands-on experience in leading all stages of system development, including the process of planning, creating, testing, deployment, and maintenance. Proven technical expertise and demonstrated the ability to achieve targeted goals and excel in challenging situations. Dedicated, diligent, and responsible employee that can formulate appropriate strategies while helping to meet organizational goals. Participates in planning, analyzing, and implementing solutions in support of business objectives.
EDUCATION
Bachelor of Science in Computer Engineering
AMA Computer University
Quezon City, Philippines
May 2002 – Aug 2006
WORK EXPERIENCE
Aldar Academies
Abu Dhabi, United Arab Emirates
September 2014 – present
IT System Engineer
Currently based in The Pearl Academy. Previously supports Aldar Academies Headquarters from November 2017 until May 2018, West Yas Academy from May 2016 until November 2017 and Al Yasmina Academy from September 2014 until May 2016.
Providing daily technical support to staff.
Point of contact for providing technical support for Apple devices to all onsite engineers in 7 schools.
Managing the macOS servers, iMac and iPad devices while ensuring the continuation and enhancements of services.
System administrator for Mobile Device Management (Cisco Meraki), Apple School Manager and VPP for Education accounts.
User account creation in Open Directory (macOS system/server)
Log helpdesk tickets received through email and phone call in Manage Engine Service Desk portal.
Managing the domain controller (users, groups, computers).
Engage user account password reset and support end-users for minor issues.
Ensuring weekly/monthly system data backups are successfully completed.
Maintaining software and hardware inventory up-to-date.
Managing the configuration and adding a new user to the Security Access Machine database (fingerprint/access card).
Installation, configuration, repair, upgrade and troubleshooting of desktop/laptop hardware, projectors, interactive whiteboards, applications and printers/scanners that may arise.
Creating and printing employee ID and access cards for staff.
Created user guide and detailed instructions for end-user on how to use the systems.
Providing basic training for new staff on how to use the school system and applications.
Gulf Computers Concept IT & Consultancy
Abu Dhabi, United Arab Emirates
December 2012 – September 2014
Desktop Support Engineer
Providing daily technical support to the end-users.
Configuration and installation of desktop computers, laptop, iMac, handheld devices, printers, monitors, projectors, interactive whiteboard and other general IT equipment.
Diagnose, analyze, troubleshoot and determine if problems/issues need to be escalated to the proper support teams.
Maintenance of desktop hardware and all related computer systems, networks and applications and ensure that they are functioning properly.
Coordinating with vendors to resolve more in-depth issues.
Maintaining school assets inventory, including hardware and software changes.
Fibrex Construction Group
Abu Dhabi, United Arab Emirates
February 2009 – November 2012
IT Assistant
Providing daily technical support to the end-user for on-site projects including the first and second level of network and desktop troubleshooting.
Created Access Database program for IT inventories to manage the software and hardware lists and ensures information is up-to-date and accurate.
Installations, repairs and preventative maintenance of desktop computers.
Perform system upgrades if necessary including software and hardware related to company department works.
Troubleshooting of computer related issues via the remote desktop connection for off-site users.
Receiving necessary documents, reports, memos, and user’s requests for IT Department.
Assisting in contacting the vendors and service providers of IT equipment & supplies for efficient and effective office operations.
Temporarily worked as a Document Controller, Receptionist, Secretary, Administrator, HR Assistant and PR Assistant.
Microsoft Software Manila Inc.
Makati City, Philippines
September 2007 – September 2008
Computer Graphic Artist
Design, create and prepare 3D graphics and animations of interior houses layout plan and furniture’s according to the given materials using 3D Atelier, Japanese based software owned by the company.
Animate and render designs using tools such as Motion Editor and Paint Shop then exporting it to HTML file.
Coordinate with the quality controller and finish evaluation process following the existing graphics standards as per clients’ approval.
ePLDT Ventus Inc.
Ortigas, Pasig City, Philippines
March 2007 – August 2007
Technical Support
Deliver service and technical support to end-users concerns such as internet connection issues, LAN configuration, modem/line failure, DSL software installation, setup registration walkthrough, Microsoft Outlook email configuration, authentication failure, password reset and login issues.
Provide the necessary information in response to inquiries, concerns, and requests for products and services.
Gather customer information and determine the issue by evaluating and analyzing the issues.
Diagnose and resolve technical hardware and software issues involving internet connectivity and email clients.
Follow standard processes and procedures for identifying issues per client specifications and escalate problems to appropriate support team.
Accurately process and record all transactions using a computer and designated tracking software.
PROFILE
Abu Dhabi, United Arab Emirates
www.linkedin.com/in/jnaelle
*******@*****.***
Valid UAE Driving License
TECHNICAL SKILLS & EXPERTISE
Platforms:
Windows OS (XP, Vista, 7, 8 & 10)
Mac OSX
iOS software
Linux OS
iOS
Software:
Microsoft Office Applications
Office 365
HTML
Active Directory
Engage by DoubleFirst
Manage Engine ServiceDesk
Photoshop
AutoCAD
Open Directory
MacServer
Apple Configurator
Cisco Meraki
Apple School Manager
VMware
Achievements
Implementation of Mobile Device Management Policies and Enrollment Procedures.
Initiated and implemented the device management of Apple devices.
Created the internal default homepage.
Pioneered the IT setup and configuration of the new schools pre-opening (West Yas Academy and Al Mamoura Academy).
Projects
Al Mamoura Academy File Server
(January 2018)
Apple MacMini was set up as a file server and configured the Open Directory for iMacs to be joined to the domain.
Caching Servers
(July 2017 – August 2017)
Setup and configure the Apple Mac Mini as caching servers that will be used for iPads to minimize the use of internet bandwidth when installing applications.
Al Yasmina Academy File Server
(April 2015)
Setup and configured the Apple MacMini as a file server and configured the Open Directory for iMacs to be joined to the domain.
Internal Homepage
(August 2014)
Created the Aldar Academies centralized internal homepage where teachers can access all the available resources within the school.
Parents Portal Website
Modified the Aldar Academies Parent’s portal website.
CERTIFICATIONS
AutoCAD 2007 with Color Rendering Level I & II
Microcadd Technologies Co. Inc.
Certificate No.: 38199
December 2006
ORGANIZATIONS
PIITA
Philippine International Information Technology Alliance Member
PERSONAL INFORMATION
Date of Birth: April 5, 1985
Nationality: Filipino
Gender: Female
Marital Status: Single
Language: English
Tagalog (Native)
REFERENCE
Available upon request
Contact this candidate