IT Helpdesk Support, IT Technician, Technical Support

VILLA ** HAAMAD BIN AAMIR ST. AL HILAL WEST, DOHA, QATAR

PHONE +974-****-****

********@*****.***

CHRISTIAN M. EMADEN

I've had 5 years of experience in the Middle East providing thorough and skillful IT Helpdesk Support to the IT Helpdesk team, staffs, faculties, students in one of Biggest Medicine College and Research Institute in Qatar.

These experiences had culturally enhanced my communication skills and vastly contributed to my personal and career growth. With its diverse environment, adaptation and flexibility have been my core strength in the work environment.

In addition to this, my willingness to learn, motivation, excellent interpersonal skills, professionalism, and positive outlook will be my guide towards in achieving your company's high working goals and standards.

WORK EXPERIENCE

E-Pro Solutions

(Deployed in)

Weill Cornell Medicine of Qatar June 6, 2014 – April 17, 2019

IT Helpdesk Support

Summary:

Provide Technical assistance and support for incoming queries and issues related to computer systems all over the college.

Essential Duties And Responsibilities:

Attend all request/tasks in terms of desktop, laptop, printers/copiers and network issues.

Respond to queries either in person or over the phone.

Escalate tickets with dependencies to respective Client Administrator (ex: resetting end users passwords, configuration needed in Network Connections, etc.)

Carry out duties in relation to maintaining, installing, servicing computer and computer-related software and hardware as directed.

Works with vendors to resolved technical issues as required.

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

Install and configure new PC/Mac hardware and software on desktops, laptops and peripherals such as phone, printers, external drives and other related software.

Diagnose/Troubleshoot and resolve Microsoft windows/Mac hardware and software problems.

Interacts with members of the System Administration, Network Services, Communication Services and Audio Visual teams to troubleshoot and resolve system-level problems.

Receives, unpack and deliver new IT machines and goods; re-stocks items as necessary; label shelves.

Develop, prepare and test and deploy hardware/hard drive images and be capable of supporting users in a virtual desktop environment.

Regularly perform preventive maintenance and tracking for all IT asset.

Clearly communicate technical concepts to non-technical users.

Power Mac Center Inc. November 3, 2011 – April 15, 2014

Mac Engineer

Summary:

Handle repair and maintain the highest standard of technical service to clients in accordance with the agreed Apple service Excellence performance level, while at the same time preserving Company interests.

Essential Duties And Responsibilities:

Perform diagnostic and hardware repair on each walk-in product assigned to him, within prescribed TAT (Turn-Around Time).

Conduct thorough quality checking/testing on all repaired units prior to its release to clients.

Properly accomplish necessary written technical reports and ensure that all mandatory job details on the system, e.g. GSX, FileMaker, are accurate, complete and up-to-date.

Know and apply the Apple warranty guidelines and procedures, including ACPP (Apple Care Protection Plan).

Keep an orderly and clean workbench/area, comply with ESD requirements, and ensure that customers’ products are stored in safe, secured and accessible location.

Keep abreast of the newest Apple products, technical bulletins and repair procedures, and cascade/share such to his fellow service engineers.

Seek assistance on complex technical issues and/or repairs through existing escalation channel, and subsequently apply the approved technical measure.

Support the Customer Service Group in matters pertaining to customer complaints arising from his work, and in walk-in and phone-in technical inquiries from time to time.

Comply with all existing service policies, procedures and house rules, particularly on maintaining confidentiality on all Apple information and data.

Techtrends Corporation (Kodak Distributor) February 5, 2010 – May 13, 2011

IT Staff/Admin Assistant

Summary:

Provides technical assistance and training to customers by performing the following duties.

Essential Duties And Responsibilities:

Provides client support and technical issue resolution via E-Mail, phone and other electronic medium.

Performs general clerical duties to include but not limited to: photocopying, faxing, mailing, and filing.

Obtains general understanding of OS and application operations related to company offered services.

Demonstrates company products and advises clients on how to use these products.

Installs and configures computer hardware operating systems and applications.

Answers inquiries of staff/clients through a series of actions, either face to face or over the telephone.

Troubleshoots system and network problems (diagnose and solves hardware/software faults; replace parts as required).

Tests and evaluates new technology.

Conducts electrical safety checks on computer equipment.

Ateneo De Manila University April 2008-May 2008

MIS Office

On The Job Training

IT Helpdesk

- Network Assistant

-Technical Support

Ateneo Psychology Department

Data Encoder

Part – Time

CERTIFICATIONS

Apple Product Professional

Apple Certified Macintosh Technician

TECHNICAL SKILLS

Mac OS, Mac Applications, Macbook and Mac Desktop Troubleshooting

Skills include PC troubleshooting, Networking (LAN)

Computer Software Installation and Set-up, MS Office Application

Knowledgeable in Adobe Photoshop and Creating Animation

Knowledgeable in SAP, Visual Basic, HTML, PHP and SQL programming

Familiar with the concepts of JAVA and object-oriented programming

QUALIFICATIONS

Hardworking and Trustworthy

Proactive and goal oriented, positive attitude, quality-conscious

Works well when under pressure and willing to learn

Excellent attention to details and decision making

Believes in the concept of team effort in the work environment

TRAININGS/SEMINARS ATTENDED

STEP ONE (Summer Training Enrichment Program ON Employment): Graphics and Animation, Project Management, Personality Dev’t, Customer Relations Management, Communication Skills Dev’t, Office Management and Team Building

Adamson University April 2008 – May 2008

Basic Adobe Photoshop and Adobe Flash

Adamson University February 13, 2009

SEO 101

Adamson University February 21, 2009

GIS (Graphical Information System): Back End of the Google Earth

Adamson University March 7, 2009

PHP Roadshow 2009

Adamson University March 8, 2009

EDUCATION

2005-2009 Adamson University Ermita, Manila

Bachelor of Science in Computer Science

Thesis: WOW (World of Words) – a computer network based Word Factory game

Responsible in the networking aspects of the game for the multiplayer mode

EXTRA CURRICULAR ACTIVITIES:

ACOMSS Member (2005 - 2009)

HOBBIES

Basketball and playing chess, watching movies

Contact this candidate