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 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 Programming languages C++, Java
o Application Development : Android
o Database : MySQL
o Adobe Photo
Jose Loren zo F. Polendey _
Bl oc k 4 L o t 1,
Tulip Street Adelina Homes Cainta
+63 9-273****** ( Mobile )
Polendey . email@example.com
Career Objectiv e
Customer Service oriented
Strong Background in ITIL v3
+ 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:
-Remote Desktop (RDP)
-Cisco Any Connect
-Active Directory 2008 SP1 / Exchange 2010 Server -VIP Access
-Skype for Business Server
-Cisco Unified CM Administrator (CUCM)
-Cisco Unity Connection Administrator (CUCA)
-Desktop Support Tool
-System Center Configuration Management
+ 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
CIVIL STATUS: Single
HEALTH CONDITION: Excellent
HEIGHT: 5’ 11”
WEIGHT: 165 lbs.