Technical Support Engineer
Resume:
Rodel De Leon Bulagao
#** ******* **. ******* ********, Brgy. San Isidro
Paranaque City, Philippines 1700
*******@*****.***/*************@*****.***
OBJECTIVE
To utilize my knowledge as well as my professional experience in developing the company I’m working with.
PROFESSIONAL EXPERIENCE
MIS Net Inc.
Technical Support Engineer February 21, 2017 – Present
GENERAL FUNCTIONS
First Level Support for ToolsGroup Globally.
SPECIFIC FUNCTIONS
Providing 24/7 support to all clients globally via OTRS ticketing system and email.
Maintaining Active Directory accounts of users.
Monitoring Hardware health and performing pro-active maintenance for Virtual Machine servers.
1st Level Support in troubleshooting software related problems.
Performs troubleshooting via Skype, Team Viewer, Zoom and other video communications.
Record and keep track of issues status and ensuring all clients are kept up to date.
Escalates concerns and issues as necessary to the next level.
Coordinating issues to other support via Skype.
Updates the OTRS ticketing system accurately, daily and regularly detailing specifics.
Accomplishes required reports.
Saudi Aramco
Customer Support Engineer October 31, 2010 – July 15, 2016
Arabic Computer Systems Ltd.
GENERAL FUNCTIONS
Provide support to business applications for customer raised issues. Diagnose, reproduce and resolve issues within the Customer Services Department and customer interaction involving online, telephone and face to face interaction.
SPECIFIC FUNCTIONS
Supporting computers in offshore and onshore rigs, offshore flat forms and barges.
On-site Technical Support and Second Level support in troubleshooting PC related problems of users that includes LAN, Printers, Barcode Sticker Printer and other medical equipments.
Contacts the customer(s) assigned to him for service calls in advance to determine scope of problem and attempt resolution via telephone; otherwise, on-site resolution.
Performs diagnostic isolation, replacement and repair of software computer related problems.
Recommends and/or applies necessary changes to the system, software upgrades, installation or upgrade of patch files, installation or removal of device drivers and re-configuration of software set-up.
Installs licensed operating systems, standard office applications, anti-virus software, email application, SAP and other software as needed.
Setting up computers to projectors and computer to televisions on events such as meetings/training/seminars.
Record and keep track of issues status and ensuring all clients are kept up to date.
Updates the Remedy ticketing system accurately, daily and regularly detailing specifics of his assignments and other pertinent reports as may be required.
Providing 24 hour support as on-call support.
Pursues self-developmental undertakings and activities such as seminars, technical and product briefings; maximizes use of available reading materials and study guides to improve skills. Cascades information from training seminars and briefings accordingly.
St. Luke’s Medical Center
Technical Support Engineer October 19, 2009 – October 18, 2010
Systemantech Inc.
GENERAL FUNCTIONS
In-house technical support in resolving computer related problems.
SPECIFIC FUNCTIONS
On-site Technical Support and Second Level support in troubleshooting PC related problems of users that include LAN, Printers, Health Card Readers and medical equipments.
Contacts the customer(s) assigned to him for service calls in advance to determine scope of problem and attempt resolution via telephone; otherwise, checks for parts required to enable on-site resolution.
Performs diagnostic isolation, replacement and repair of computer related problems including pull out and delivery of units to effect resolution.
Recommends and/or applies necessary changes to the system, which includes among others, hardware and software upgrades, installation or upgrade of patch files, installation or removal of device drivers and re-configuration of hardware or software set-up.
Installs licensed operating systems, standard office applications, anti-virus software, email application, SAP and other software as needed.
Escalates concerns and issues as necessary to his supervisor and client.
Updates the Helpdesk ticketing system accurately, daily and regularly detailing specifics of his assignments and other pertinent reports as may be required.
Accomplishes required reports.
Pursues self-developmental undertakings and activities such as seminars, technical and product briefings; maximizes use of available reading materials and study guides to improve skills. Cascades information from training seminars and briefings accordingly.
Al Futtaim Carillion LLC
IT Support Engineer October 15, 2008 – February 2, 2009
GENERAL FUNCTIONS
Desktop Support Engineer
SPECIFIC FUNCTIONS
Windows XP installation using cloning image.
Security Patches, Service Packs and Anti-virus updating.
Monitoring Hardware health and performing pro-active maintenance for various Compaq, HP and Toshiba and mostly IBM hardware models.
Handling day-to-day software and hardware problems.
PC, Laptop and Printer troubleshooting.
1st Level Support in resolving local area network issues for customers.
Updates the Touch Paper log accurately, daily and regularly detailing specifics of his assignments and other pertinent reports as may be required.
Escalate all problems to the next level and / or senior management based on agreed escalation process.
Continually improve the provision of production services through benchmarking and the adoption of best practices.
Aboitiz Transport Systems Corporation
Data Center Administrator November 02, 2006 – April 15, 2008
GENERAL FUNCTIONS
System Administrator
SPECIFIC FUNCTIONS
Installation and Administration of Windows 2000 Server with Active Directory.
Implement RAID Storage Systems.
Maintaining WSUS and Anti-virus Server.
Monitoring Hardware health and performing pro-active maintenance for various Compaq, HP and Dell hardware models.
System Administration & Server Troubleshooting in WIN NT 4.0 / 2000 / 2003.
2nd Level Support in resolving issues for customers.
Handling day-to-day system and application problems.
Deploying Windows and Anti-virus System update to Workstations and Servers nationwide.
Maintaining user’s Windows login account by giving them the correct privilege and access.
Escalate all problems to the next level and / or senior management based on agreed escalation process.
Provide a quality production service delivery through ongoing process improvement and setting the strategic direction.
AMI Semiconductor Philippines
ICS Helpdesk Assistant May 8, 2006 – July 31, 2006
TEAMS Inc. May 17, 2005 – October 15, 2005
GENERAL FUNCTIONS
Act as a Junior System Administrator.
SPECIFIC FUNCTIONS
Maintains PC inventory and Centennial Discovery Inventory Software.
Maintaining NT accounts, Lotus Notes accounts and other accounts of users.
1st Level Support in troubleshooting PC related and LAN problems.
Performs basic PABX troubleshooting.
Recommends and/or applies necessary changes to the system, which includes among others, hardware and software upgrades, installation or upgrade of patch files, installation or removal of device drivers and re-configuration of hardware or software set-up.
Installs licensed operating systems, standard office applications, anti-virus software, Lotus Notes, SAP and other software as needed by user.
Escalates concerns and issues as necessary to his supervisor and client.
Updates the Footprints accurately, daily and regularly detailing specifics of his assignments and other pertinent reports as may be required.
Accomplishes required reports.
Performs other functions as may be required by the position.
Scanwell Graphics Corporation
Computer Maintenance Engineer September 6, 1999 – January 24, 2005
GENERAL FUNCTIONS
In-house technical support for resolving Personal Computer and Macintosh related problems.
SPECIFIC FUNCTIONS
Installation of Operating System, application and Desktop Publishing Software such as PageMaker, Freehand, Photoshop, Illustrator, Corel and Quark Xpress
Troubleshooting PC and Macintosh hardware and software problems
Installation of external drives and peripherals
Network setup, installation, cabling and termination, specifically Ethernet
Internet and E-mail dial-up connection setup
Color calibration of printers and monitors
Maintenance of Laser Plotter, Image Setter, Film Processor, Drum and Flat Scanner, Large Format Printers, Thermal Proofed Printers.
EDUCATIONAL BACKGROUND
College : Adamson University - 1994-1999
Bachelor of Science in Computer Engineering
Ermita, Manila, Philippines
Secondary : Parañaque Municipal High School - 1990-1994
Sucat, Parañaque City, Philippines
Primary : Parañaque Elementary School Central - 1984-1990
San Dionisio, Parañaque City, Philippines
CERTIFICATION
Microsoft Certified Technology Specialist (MCTS) Windows Vista Configuration: Completed January 19, 2011
PERSONAL INFORMATION
Address : #33 Leonardo St. Vitalez Compound, Brgy. San Isidro, Parañaque City, Philippines
Email : *******@*****.***
Birthday : October 28, 1977
Place of Birth : San Dionisio, Parañaque City, Philippines
Gender : Male
Height : 165 cm.
Weight : 140 lbs.
REFERENCES
Available upon request.
Contact this candidate