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Engineer Support

Location:
Quezon City, Philippines
Posted:
June 22, 2019

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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: ac9nyx@r.postjobfree.com / ac9nyx@r.postjobfree.com

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

092********

ac9nyx@r.postjobfree.com

Dax bermejo

Team Supervisor for ASUS

CSS Corp.,

3rd Flr., Bonifacio Technology Bldg., BGC Taguig

099******** / 090********

ac9nyx@r.postjobfree.com:ac9nyx@r.postjobfree.com

Eric Baniqued

Team Supervisor for REVEL

Altisource

6th floor E-COM Tower B MOA Compound Pasay City

094********

ac9nyx@r.postjobfree.com

Jasyson Ibasco

On-line Dispatching Processor Supervisor

C & E Publishing Inc.,

1672 South triangle, Quezon Ave.

094********

ac9nyx@r.postjobfree.com

Gigi Yulo

HR Manager

Condor POS Solutions.

5th Flr. Azure Business Center, 1197 EDSA Brgy.Katipunan, Munoz, Quezon City

(02) 376 5693

ac9nyx@r.postjobfree.com

Freddie Andaya

President

Data care Systems Corporation

Unit LG29 City land Pioneer, 128 Pioneer Street Mandaluyong

6382993 / 7468919 to 20

ac9nyx@r.postjobfree.com



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