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IT Service Desk Analyst

Brgy. Concepcion Dos, NCR, Philippines
September 03, 2019

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To build a strong and stable career in the IT industry that will challenge me and allow me to use my

education, skills and past experiences in a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement & maximize my potentials by learning on all ways possible. Technical Skills

• Background Knowledge from Professional career

o Active Directory 2008 R2

o ServiceNow

o Cisco Unified Communications Manager Administrator o Cisco Unity Connection Administrator

o Exchange Admin Center

o Outlook Web App

o Windows Server 2008 R2

o File and Print Server

o Citrix Receiver

o VPN (Cisco)

o VIP Manager

o Mobile phones Support

o MS Office Applications, Internet applications

o Enterprise Vault

• Background Knowledge from Degree and Internship

o Web Development : HTML, JavaScript, Java, PHP, CSS o Cisco Routing & Switches

o Programming languages C++, Java

o Application Development : Android

o Database : MySQL

o Adobe Photo

o Excel

Jose Loren zo F. Polendey _

Bl oc k 4 L o t 1,

Tulip Street Adelina Homes Cainta

+63 9-273****** ( Mobile )

Polendey .

Career Objectiv e

Soft Skills

Customer Service oriented

Strong Background in ITIL v3


OSI Layer

IPv4 Subnetting


+ Top Performer Award Issued by the Harbour IT (Canon) August 2018 – Employee of the Month

November 2018 – Employee of the Month

January 2019 – Employee of the Month

February 2019 – Employee of the Month

April 2019 – Employee of the Month

+ CCNA R&S: Introduction to Networks Certificate Issued by Cisco

+ CCNA v3 Routing and Switching Bootcamp Certificate Issued by Nexus

+ CCNA R&S: Routing and Switching Essentials Certificate Issued by Cisco Professional Experience

Canon Business Service Centre (May, 2018 – June 2019) Service Desk Engineer L1-L2

Citrix Delivery Services Console via Citrix XenApp Server

-Publish all Citrix applications

-Shadowing / Send Message

-Reset / Logoff / Disconnect

-Check Server / User details

-Resolved the block process for Citrix slowness / freezing issue

-Rebuild users’ profile from all the Citrix servers Windows Server 2008 R2 - Active Directory 2008 R2

- Creation of new user account

-Modify/Disable/Delete Existing user

-Password Reset / Unlock

-Shared drive / Group Policy / Group permission -File and Print

Exchange Server 2010 SP1

-Creation of email account for new user

-Sharing of mailbox / Calendar / DL access

-Deletion of user’s mailbox when the account is disabled/deleted. TOOLS we used:

-Citrix Receiver

-Remote Desktop (RDP)

-Cisco Any Connect

-Active Directory 2008 SP1 / Exchange 2010 Server -VIP Access

-Citrix Director


-Service Now

-Skype for Business Server

-Cisco Unified CM Administrator (CUCM)

-Cisco Unity Connection Administrator (CUCA)

-Desktop Support Tool

-System Center Configuration Management

Support Role:

+ Performed L1 and L2 support. First point of contact for various Australian clients. (Canon) + Provided IT support to VIP users.

+ Log, Classify, and Diagnose issues until it is Resolved + Handling issues/requests via phone or emails.

+ Provided support for desktop publishing applications via Citrix environment such as MS Office2013, IE, Adobe, Exchange (Email),

+ Assist users in publishing Citrix applications.

+ Troubleshoot any Citrix issues (disconnected sessions / slowness / frozen).

+ Troubleshoot printer issues

+ Documentation of Incidents and requests in Service now system.

+ Mobile phones and Cisco telephony support.

+ User account administration.

+ Responsible for day to day desktop hardware/software support for Australian users.

+ Diagnose LAN/WAN issues

+ Assisted users on setting up Dual screens on WYZE thin client

+ Resolved the blocked process for Citrix slowness/freezing issue

+ Rebuilding / renaming of users’ profile (Windows and Citrix servers).

+ Escalate and interact with L3 support team for any outage issues and follow up accordingly until case closure.

+ Processed the requests raised by the users (new user account creation/deletion, mailbox/DL creation, shared drive access, business applications, etc)

+ Provided support for users’ laptops/desktops/monitors, Wyze VDI terminals, Faxes, Copiers, Network Printers, Mobile phones

+ Follow- up Open incidents and update the ticketing system until it is resolved.

+ Troubleshooting the servers in case of failures.

+ Logged tickets reported via calls, emails and requests to ITSM ticketing system. EDUCATION

- Bachelor of Computer Science with Specialization in Software Engineering FEU Institute of Technology - Manila


AGE: 22 years old

BIRTHDATE: October 19, 1996

BIRTHPLACE: Marikina City


SEX: Male


HEIGHT: 5’ 11”

WEIGHT: 165 lbs.

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