IT Technical Support Analyst

REYNALDO LANDICHO TORRES JR.

Block ** Lot **, Rosario Complex

San Pedro City, Laguna

Philippines, 4023

Mobile No.: +639*********

Email Address: ***********@*****.***

SUMMARY OF QUALIFICATIONS

Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone and onsite support.

Years of experience with PC operating systems including Windows 7 and Windows 10.

Experience with supporting MS office suite (including Outlook).

Experience with ITIL best practices.

WORK EXPERIENCE

Optum Global Solutions Philippines Inc. – (September 3, 2018 up to the present)

Vector 3 Building, Northgate Cyberzone, Muntinlupa City

Site Lead (Interim) - Remote Client Operations

Lead a team with a minimum of 10 technical analysts belonging to two sites in day-to-day functions such as directing, planning, supervising and evaluating the work of each assigned staff.

Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

Ensures professional and courteous customer support services are delivered in order to promote positive relationship with both end users and customers.

Ensures adequate manpower coverage including making decisions regarding scheduling changes.

Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.

Develop staff by assessing leadership competencies thru training and career planning.

Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.

Optum Global Solutions Philippines Inc. – (December 1, 2014 to August 31, 2018)

Science Hub Tower 1, McKinley Hill Cyberpark, Fort Bonifacio, Taguig City

Senior Technical Support Analyst - Remote Client Operations

Provides exceptional Level 2 IT service delivery to a large number of consultants and management support staffs.

Resolves trouble tickets as received from the Help Desk System and respond via phone, chat, e-mail, or remote desktop connection in a timely manner.

Provides hardware and software provisioning for new/existing users

Troubleshoots enterprise applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.

Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.

Provides support for lifecycle/job function hardware upgrades.

Manages/maintains hardware inventory and documentation (e.g., asset management tools, LAM, hot swap inventory)

Ensures proper implementation of security requirements for hardware/software and data (e.g., system access, encryption requirements)

Adheres to applicable service/support standards/requirements (e.g. Policies/Procedures, SLAs)

Refers major hardware or software problems or defective products to vendors for service.

UnitedHealth Group – (October 29, 2012 to November 28, 2014)

Science Hub Tower 1, McKinley Hill Cyberpark, Fort Bonifacio, Taguig City

Associate Technical Support Analyst - Helpdesk

Manages resolution of inbound technical calls quickly, professionally and efficiently in a Call Center environment.

Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering level 1 and 2 solutions over the phone.

Troubleshoots corporate applications with the use of a scripted Knowledge Base and assign issues to the appropriate support group.

Follows all escalation procedures according to service level agreement.

Familiar with working in a 24x7x365 high volume call center environment.

Provides an accurate record of each call in an incident management tracking tool.

Follows policies and procedures regarding call handle time, documentation, and posted on and off phone time.

ZENITH (Jollibee Foods Corporation) – (May 24, 2012 to October 28, 2012)

Carmelray Industrial Park, Canlubang, Laguna

Junior IT Support / Service Desk

Responsible with LAN/WAN setup and maintenance.

In charge of software/hardware setup and repair.

Acts and provides Level 1 Helpdesk Support.

ECCA Computer and Electronics Repair – (June 13, 2011 to February 18, 2012)

Main Road, Pacita Complex, San Pedro, Laguna

Computer Repair Technician

Responsible with hardware and software repairs and troubleshooting.

Performs computer and laptop maintenance and setup.

Digital Paradise Inc. (Netopia Internet Café) - (February 22, 2008 to April 15, 2011)

Julia Vargas, Ortigas Center, Pasig City, Philippines

Computer Technician

In charge of PC troubleshooting (Hardware & Software repairs and assembly).

Maintains and updates all server and workstations’ programs and applications.

Responsible with LAN/Internet setup, maintenance and integration.

PLDT INFOTEACH Outreach Program (November 7, 2009 to November 28, 2009) and

(January 9, 2010 to January 30, 2010)

Netopia Internet Cafe, Starmall Alabang, Philippines

Trainer

Teaching the course to both teachers and students alike in a clear and simple manner.

Evaluating the outcome of each course and its participants.

NRM.Net Internet Café (May 13, 2000 to December 31, 2007)

Rosario Complex, San Pedro, Laguna, Philippines

Proprietor / Computer Technician

Responsible in setting up hardware and software for both server and workstation computers.

In charge of Local Area Network/Internet installation and maintenance.

Bangkal Barangay Council (January 15, 2001 to March 25, 2002)

Barangay Bangkal, Makati City, Philippines

Computer Technician

Responsible in hardware and software installation, repair and maintenance.

In charge of local area network setup, troubleshooting and repair.

EDUCATIONAL BACKGROUND

Bachelor of Science in Computer Science (Graduated May 28, 2001) - STI College of Computer Science, Carmona, Cavite City, Philippines

TRAININGS AND SEMINARS ATTENDED

“MA1 : The Introduction to Values Based Leadership”, SM Aura Convention Center, BGC, Taguig City (January 28 – 30, 2019)

“ITIL FOUNDATION WORKSHOP”, Edupro, UnitedHealth Group, Science Hub Tower 1, McKinley Hill Cyberpark, Fort Bonifacio, Taguig City (July 20-22, 2016)

“Six Sigma-White Belt Trained”, UnitedHealth Group, Science Hub Tower 1, McKinley Hill Cyberpark, Fort Bonifacio, Taguig City (November 2013)

“Windows NT”, GENETIC Computer School, Makati City, Philippines (March 1, 2002)

“Microcomputer Hardware Servicing”, MERALCO Foundation Institute, Pasig City, Philippines (December 3, 2001 - December 18, 2001)

“Internet working with Windows TCP/IP”, MERALCO Foundation Institute, Pasig City, Philippines (November 19, 2001 - December 7, 2001)

“Network Technology”, MERALCO Foundation Institute, Pasig City, Philippines

(October 22, 2001 - November 15, 2001)

“Computer Hardware Power”, Knowledge Workers Foundation, Makati City, Philippines (October 27, 2001)

PERSONAL PROFILE

Age : 43 years old

Sex : Male

Date of Birth : May 26, 1975

Place of Birth : Quezon City

Citizenship : Filipino

Civil Status : Married

Height : 5’9”

Weight : 230 lbs.

Religion : Born Again Christian

Spouse : Jacqueline M. Torres

Children : Nathan Rey M. Torres

Naomi Reign M. Torres

CHARACTER REFERENCES

Ms. Jacqueline R. Lagat

Guidance Counselor

Meridian School, Quezon City, Philippines

Cellphone No.: 091********

Ms. Jocelyn R. Lagat

Computer Teacher

Makati Hope Christian School

2312 Pasong Tamo Ext. Makati City, Philippines

Tel. No.: (02) 8182851

Ms. Mina B. Salamat

Asst. Dept. Manager

Land Bank of the Philippines Personnel Department

23/f Land Bank Plaza 1598 M.H. del Pilar Corner Dr. J Quintos St.

Malate Manila, Philippines

Tel. No.: (02) 4057171

I hereby certify that the above statements are correct and true to the best of my knowledge.

REYNALDO L. TORRES JR.

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