Engineer Support
Resume:
Arnel A. Rodriguez
**** ***. ****** ***** ******, Guadalupe Nuevo Makati City
Birthdate: December 4, 1976
SSS: 33-3096581-2
TIN: 200-387-494
Mobile: (63-096******** / 092********
Email: **************@*****.*** / **************@*****.***
Professional Experience (from latest to first)
Micro-D International (IT Firm)
FROM June 13, 2018 – to current
11th Floor MDI Corporate Center, BGC Taguig City
L1 Shift Lead / Incident Manager
Reporting to: Arnold Hernandez (Operations Manager)
Job Description
Guide L1 team in handling Severity 1 – 3 incidents (Ticket,-E-mail and escalations)
Complete Service Request tickets for VMWARE/Openstack technical issues.
Continuous monitoring of all VM machine that are under our infra for both VMWARE and Openstack.
Perform tasks using vRops by generating reports such as utilization, diagnostics etc.
Perform tasks using vSphere by creating, delete, backup, take snapshot, change flavors etc.
Preparation of Weekly Operations Report of MPC and present it weekly to our stake holders (Clients).
Ring Central
FROM Mar 14, 2017 – Sept 11, 2017
WCC Building Shaw Blvd., Mandaluyong City
Level 3 VOIP Technical Support
Reporting to: Gellen Villanueva
Job Description
Provide professional end-user support via voice / Chat / Remote access
Responds to end-user problems for setting up their VOIP System
Provide troubleshooting basic to advance, Implementation guidelines, Phone provisioning both soft phone and hard phones and networking configurations.
Escalate cases to the correct escalation teams and if requested by client.
Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.
Reason for Leaving: Health Issue
CSS Corp.,
FROM Mar 14, 2016 to Mar 6, 2017
3rd Flr., Bonifacio Technology Bldg., BGC Taguig
ASUS Technology Support Specialist LV1
Reporting to: Dax Bermejo
Job Description
Provide professional end-user support via voice
Responds to end-user problems based on standard procedures
Provide troubleshooting for all ASUS motherboards, Monitors, Networking device (Routers, Repeaters, USB) etc.,
Escalate cases to the correct escalation teams and if requested by client.
Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
Reason for Leaving: Project END
Altisource
FROM Jan 20, 2015 to Jan 26, 2016
6th Floor E-com Tower B, MOA Pasay City
POS Technical Support Specialist LV1 for Revel Systems
Reporting to: Eric Baniqued
Job Description
Provide professional end-user support via telephone, email
Provide restorative or maintenance actions to resolve database issues
Responds to end-user problems based on standard procedures
Provide troubleshooting for POS related hardware’s such as iPads, Routers, Handheld Scanners. Printers, Scales, Debit / Credit Machines, Digital Boards and Kitchen Displays etc.,
Escalate cases to the correct escalation teams and if requested by client.
Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
Reason for Leaving: Family Issue
Stefanini
FROM Apr 28 2014 to January 9, 2015
5th Flr. 125 LP Leviste St., Salcedo Village, Makati City
IT Helpdesk Analyst for Earnst & Young EMEIA (UK-ROI)
Reporting to: Gabriel Cereno
Job Description
Provide professional end-user support via telephone, email, web chat and via remote tools
Provide restorative or maintenance actions to resolve end-user problems (Active Directory, RSA Tokens, Printers, laptops, Shared Drive access, HR Technology, Finance, SharePoint etc.,)
Responds to end-user problems based on standard procedures
Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately
Reason for Leaving: Probationary END
Condor Solutions RP Inc.,
FROM Feb 18, 2013 to April 2014
5th Flr. Azure Business Ctr. 1197 EDSA Bgry. Katipunan, Muñoz, Quezon City 1105
POS Technical Support Specialist
Reporting to: Joseph Tabunar
Job Description
Voice support for POS Software / Hardware for clients in Canada
Offer Solution and technical Services tailoring to the customers’ needs.
Provide technical support by providing detailed E-mail guidelines.
Provide technical support via remote tools such as Log-me In / TeamViewer / Ammy
Troubleshoot window based known POS Software’s such as Auto-Star, FPOS, BEST and Vectrons
Troubleshoot POS related hardware’s such as Handheld Scanners. Printers, Scales, Debit / Credit Machines, Touch Screens LCD, Vectron Machine’s, Servers, Tills and Workstations
Reason for Leaving: Proximity Issue
iOPEX Technologies
FROM July 6 2012 to Jan 31, 2013
Unit 12b, 12th Flr NET Lima 5th avr cor, 26th street Bonifacio Global City
Excellence in OPEX optimization
AVG Technical Support
Reporting to: Albert Mairina
Job Description
Voice / Live chat support for AVG Customer in the U.S / Canada
Offer Anti-Virus solution and technical Services tailoring to the customers’ needs.
Provide technical support by providing detailed E-mail guidelines.
Provide technical support via phone and via remote tools such as Log-me In / TeamViewer
Full support for Windows / OS X platforms
Escalate / Process tickets to level 2 Supports and to the proper departments which depends on the customer concerns.
Reason for Leaving: Project END
Startek Unlimited Inc., - Cincinnati Bell
FROM May 17, 2011 to June 8, 2012
SM Makati Cyberzone Building Buendia Makati City
A Company that provides High Quality BPO solutions.
Zoomtown LVL1 Tech Support / Fi-opts (Video, Voice & Data) / 611 Phone Repair / Switchboard
Reporting to: Walter Rojas
Job Description
Level 1 Voice / chat support for Cincinnati bell Zoomtown DSL / which we guide customers to basic troubleshooting steps using online / GUI based tools for capped / Wireless and Routed connections
Level 1 Voice / chat support for Fiber optics which we guide customers in basic troubleshooting steps using online / GUI based tools mainly for Video / Voice and Data.
Also provide level 1 Voice / chat support for Cincinnati bell's phone service repair.
Process on-site technician dispatches if needed and we also provisioned their DSL internet connections.
Escalate / Process tickets to level 2 Supports
Provide a high quality service in the tri-state area of Cincinnati
Entertain and transfer corporate calls for Cincinnati bell.
Reason for Leaving: Health Issue
Sykes Asia – Verizon VOIP Implementation Engineer
FROM May 3, 2010 TO May 6, 2011
252 Sen. Gil Puyat Ave Burgundy Corporate
A Company that provides High Quality BPO solutions.
VOIP Implementation Engineer
Reporting to: Erwyn Galvez
Job Description
• Install / Implementation Engineer for VoIP Customers off-shore
• Creates knowledge-base articles to address frequently asked questions
• Handles Layer 4 - 7 of the OSI Layer (UDP and SIP)
• Configuration of SIP Phones and other CPE Devices such as Mediatrix box, Adtran for VoIP
• Configuring / Implementing / Administering / Troubleshooting of networking devices such as Cisco and Juniper routers
• DNS Zone File creation for every unique enterprise or customer
• Manages Broadsoft servers by ensuring that the customer desired phone numbers are on the servers
• Routes and COS verification to ensure that the voice traffic will be routed properly
• Uses Network sniffer software (GeoProbe) and verify if traffic is hitting the Telco’s network (application servers and Session Border Controller)
• Uses Verizon VOIP provisioning system Enterprise Service Activation Platform (ESAP) to setup load balancing or IP based fail-over
• Generate and send daily/weekly/monthly reports to our US Manager
• Responsible for “Pre-Installation Test” by ensuring that the telephone numbers and incoming calls are working properly and hitting the correct network before the desired installation date. (Telephone Numbers such as 911, 411, 800, local and long distance)
Reason for Leaving: Project END
NON-BPO Experience (IT / Technical Related)
Innovaquest
FROM Aug 28 2008 TO Apr 15 2010
Urban Bldg. 405 Ground floor, Bel-Air Makati City
A Company that provide solutions for Doctor’s in the U.S for translating their Medical Transcription
I.T Officer Team Lead
Reporting to: Roschelle Gomez
Job Description
Server administration security, software & policy implementation, configuration and monitoring of DC, ISA Firewall, PDC, FTP, ODBC & SQL in Windows NT, 2000, 2003 and 2008 server family platform.
Handles Server, Workstation, Laptops, monitors, printer’s hardware repair / maintenance (includes Board level Component repair). LAN support for Server and Workstation (IP addr configuration and designation, Network Structured cabling and Configuration for VOIP, LAN Camera, LAN, WLAN, DSL internet and PABX connection modules. Download(s) and upload(s) voice files and designate to workstations for Medical Transcriptionist editing.
Monitor I.T staff performance and daily task assignments.
Implementation of server firewall router for fast and reliable internet security.
Hardware upgrade for outdated workstations for better productivity
Implement monitoring software (Ultra VNC) for workstation to monitor non allowed access of non-work related internet sites.
Maintain a satisfactory quality service for internal clients.
C & E Publishing Inc.
FROM May 31 2007 TO May 28 2008
1672 Quezon Ave., South Triangle
Publishing
Tech Support Staff
Reporting to: Renato Yamat
Job Description
Tech support thru phone and on-site and offsite for both Software / Hardware. Server / Workstation hardware repair (which includes Board level Component repair) for Clone / Branded Desktop units and Laptops, Printers, Monitors and UPS.
Software implementation with installation and configuration for Servers, workstations and POS systems. LAN support (IP addr configuration and designation, VOIP with Network Structured cabling for LAN, WLAN, DSL and PABX connection modules.
Implement monitoring software (Ultra VNC) for workstation to monitor non allowed access of non-work related internet sites.
Maintain a satisfactory quality service for internal clients.
Stratnet Outsoruce for E-telecare Makati
FROM Dec 1 2006 TO April 1 2007
Unit 810 Peninsula Court, 8735 Paseo de Roxas cor. Makati Avenue
I.T outsourcing firm with permanent clients
In-house I.T Engineer
Reporting to: Dante Villanueva
Job Description
Front line Support for all DELL workstations, laptops and Servers, Basic support for all AVAYA phones (IP configuration, Phone activation and hardware problems). 1st Level support for servers and other critical issues related.
Datacare Support Specialist Outsource for HP - Call Management
FROM Mar 1 2005 TO Aug 31 2006
Unit LG29 Cityland Pioneer, 128 Pioneer Street Mandaluyong
I.T outsourcing firm with permanent clients
I.T Specialist (Call management) Project Based
Reporting to: Ramon DY
Job Description
1st level Technical escalation support for clients (inbound and outbound) via phone and handle inquiries for HP products (Servers, routers, racks, tape drives, blade servers, UPS, desktop, Laptops, Printers, Multi-vendor PCs, etc.).
Responsible for dispatching of Service Engineers on-site with clients under project / contract based and unit under HP warranty.
Team lead for Warstila Philippines and Amkor on-going HP project.
Datacare Support Specialist Outsource for Hewlett Packard - SM Supervalue Inc.
FROM Mar 1 2004 TO Mar 1 2005
Unit LG29 Cityland Pioneer, 128 Pioneer Street Mandaluyong
I.T outsourcing firm with permanent clients
In-house Support Engineer – Project Based
Reporting to: Ramon Dy
Job Description
Computer support thru phone and on-site / offsite for both Software and Hardware troubleshooting. Repair w/c includes Board level Component repair for Branded units and multi-vendor workstation / servers, Laptops, Printers, Monitors and UPS. Secondary LAN support for Server and Workstation, Network Structured cabling and System Administration assistance for Ethernet connection modules
Conduct quarterly Preventive maintenance on all units under contract warranty and deployed to different branch locations in manila
N.U Servicon Outsource for Fujitsu - RCBC Project
FROM Feb 17 2003 TO Oct 25 2003
4Th Flr., Fortune Bldg., Pasig Blvd.
I.T outsourcing firm with permanent clients
Tech Support Engineer Team Lead – Project Based
Reporting to: Albert Sanchez
Job Description
Team lead for 7 Technical support staff and submit weekly performance / task report to our project lead.
Computer support thru phone and on-site / offsite for both Software and Hardware troubleshooting. Repair w/c includes Board level Component repair for Branded units and multi-vendor workstation / servers, Laptops, Printers, Monitors and UPS. (IBM, Macintosh, Compaq, Dell, HP etc. & Clone PCs). Secondary LAN support for Server and Workstation. Conduct quarterly Preventive Maintenance on all units under contract warranty
Randomly assigned to different branch location in Luzon.
N.U Servicon Outsource for Fujitsu - Banko Sentral ng Pilipinas Project
FROM Sept 1 2001 TO Feb 7 2003
4Th Flr., Fortune Bldg., Pasig Blvd.
I.T outsourcing firm with permanent clients
In-house Tech Support Engineer – Project Based
Reporting to: Jom Enriquez
Job Description
Computer support thru phone and on-site / off-site for both Software and Hardware troubleshooting. Repair w/c includes Board level Component repair for Branded units and multi-vendor workstation / servers, Laptops, Printers, Monitors and UPS. (IBM, Macintosh, Compaq, Dell, HP etc. & Clone PCs). Secondary LAN support for Server and Workstation, Network Structured cabling and System Admin
Conduct quarterly Preventive maintenance on all units under contract warranty and deployed to different branches for both south and north Luzon
Training Unlimited Inc.,
FROM June 23 2000 TO Apr 31 2001
Batangas Street, Makati City
Training Center for Domestic Helper bound to Hongkong
I.T Assistant
Reporting to: Brenda Bao
Job Description
Computer support for Printers, Monitors, Laptops Software & Hardware Upgrade and Computer Maintenance for both Mac & Clone PC's
Assist in Encoding and Printing of Trainees Performance Report, Report Card, Certifications, Updating of Database for both Domestic Helpers and caregivers.
Accomplishments
Reconstruct existing LAN structure connecting Clone PC’s & MAC PC’s to one network
Create student database using FoxBASE / Update Company’s website.
Pioneer Specialty Building Systems Inc.,
FROM June 5 1995 TO Jan 24 2000
Aurora Blvd., Quezon City
Construction firm that provides high quality walling (Gypsum boards, waterproof/ fire proof)
I.T Associate
Reporting to: Josephine Abueg
Job Description
Novell LAN Database structure design and monitoring/backup.
LAN Structured cabling for workstation and server using RG58
On-site PC support which include software and hardware troubleshooting, PC Repair (Printers, Monitors etc.,) and Assembly
Accounting related task such as encoding and printing of accounting data such as vouchers, payroll, fixed assets, Inventory etc.
Accomplishments
Maintain implemented Inventory software.
Create SSS / Pag-ibig report generator using FoxBASE.
Re-construct payroll system using existing program language
Professional Training
Feb. 6, 2019 AWS Technical Professional (Digital)
Feb. 6, 2019 VMWARE vSphere 6.5 Foundations
Jan. 12, 2019 Microsoft Certified Solutions Associate (Windows Server 2012)
Aug 2 to Oct 15th 2010 VOIP Implementation Training
May 26 & 31 2006 Power / Art to delight customer relation and handling
Apr. 4 & 5 2002 System walker Basic Training
Sept. 14 & 16, 2000 Company 5s, Team building and Visioning Seminar
May 27, 1999 Emc2 COMPAQ & Microsoft Collaboration Conference
Feb. 12 1999 ISTIV Productivity Awareness Program
Jan. 20 & 22 1999 Web Page Design & Development Training.
Apr. 17, 1997 EDINet / SSS EDI Seminar Held At SSS Bldg. Quezon City
Education
College (4 Years Course)
System Technical Institute
Aug 1992 to Nov 1996
* Computer Science
1994-1996 Advance Programming COBOL / Mainframe CICS
1992-1994 Information Technology & Operations
Character Reference
Arnold Hernandez
MPC Operations Manager
Micro-D International
11th flr., MDI Corporate Center, BGC Taguig
******.*********@***.***.**
Dax bermejo
Team Supervisor for ASUS
CSS Corp.,
3rd Flr., Bonifacio Technology Bldg., BGC Taguig
***.*******@*******.*********:*****.*******@**.***
Eric Baniqued
Team Supervisor for REVEL
Altisource
6th floor E-COM Tower B MOA Compound Pasay City
****.********@**********.***
Jasyson Ibasco
On-line Dispatching Processor Supervisor
C & E Publishing Inc.,
1672 South triangle, Quezon Ave.
******.******@**********.***
Gigi Yulo
HR Manager
Condor POS Solutions.
5th Flr. Azure Business Center, 1197 EDSA Brgy.Katipunan, Munoz, Quezon City
(02) 376 5693
****.****@*********.***
Freddie Andaya
President
Data care Systems Corporation
Unit LG29 City land Pioneer, 128 Pioneer Street Mandaluyong
6382993 / 7468919 to 20
*******.******@********.***.**
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