Technical Support Engineer
Resume:
KARL GALE CARDONA
Address: Blk *, Lot * Galatia St North Olympus, Fairview, Quezon City
Email Address: **************@*****.***
Contact Details: +63-997-***-****
Degree: Bachelor of Science in Information Technology
University of the East 2002-2008
Industries: Information Technology
WORK EXPERIENCES
IT Executive
Freeman Pte. Ltd. Jan 2017 – June 209
-Provide daily IT end users support and server administration & maintenance.
-Configure/Manage/Troubleshoot the inter-network connectivity, Fortinet firewall, Cisco manage switch and VPN.
-Installation & Configuration of Window OS:2003/2008/2012/Vista/7/8.x/10
-Maintenance of computer hardware and software inventory
-Liaise with external vendors/service providers.
-Perform daily managing of server hardware and system software including patching and upgrades.
-Perform basic server administration and manage file and directory permissions, adding/deleting users.
-Manage and implement system change requests and participate in after office- hour support.
Systems Engineer March 2015 – January 2017
Wipro Inc. Singapore (NUS IT Care Project)
-Perform daily monitoring, troubleshooting and support of servers in Data Centre.
-Perform daily managing of server hardware and system software including patching and upgrades.
-Perform basic server administration and manage file and directory permissions, adding/deleting users.
-Manage and implement system change requests and participate in after office- hour support.
-Manage and troubleshoot end user connectivity such as IM, Lync for IM.
-Support Staff requires assistance with Symantec VIP Access such as registration and de-registration of their AD account to on the Symantec VIP Manager.
-Understand and troubleshoot mail flow from Gateway servers.
-Manage and troubleshoot Edge transport servers.
IT Technical Support Specialist April 2012 – March 2015
Techcom Solutions Pte. Ltd. Singapore (NUS IT Care Project)
-Provide IT Technical support for NUS Staff, Students and Guest.
-Assign cases to Dispatch if issue cannot be resolve via remote connection via phone which involves hardware issues, virus removal and Operating Systems re-installations.
-Troubleshoot and resolve basic network and server access problems for end-users, when possible from the Help Desk.
-Handled processes and procedures in line with NUS IT Care standards in managing all IT problems encountered by NUS employees.
-Maintained high customer satisfaction in terms of service dedication & delivery
IT Servicedesk (End User Support) June 2009 – Feb 2012
Atos Company former Siemens IT Solutions & Services
(Nokia Siemens Network Account)
-Acted as a 1st & 2nd Level technical support
-Provide IT Technical support via phone support for Nokia Siemens Networks employees in Globally specifically in Asia Pacific and Middle East Region.
-Supports computer software related issues of clients and tend to fix the problems over the phone and if the problem cannot be solved over the phone escalate the issue to On-site Engineer available in client location.
-Handles software incidents like Microsoft Office, and numerous compary use applications (e.g.: WebEx, Cisco VPN, Citrix, Adobe Suite and other applications use by employees) for easy access and troubleshooting we use remote access connection to fix the problem more faster.
Technical Support Representative (End User Support) April 2008 – June 2009
Siemens IT Solutions & Services (Toshiba Account)
-Responsible for the technical support of various Toshiba clients specifically Windows XP platforms and Windows Vista.
-Install and manage operating systems, antivirus on desktops and laptops.
-Troubleshoot computer network issues and if requires hardware repair escalate to parts and sevices team.
-Prepare technical documentation need by the on-site Engineers.
-Appointed as team OIC and prepares end of day report for ticket transaction of the team.
-Acted as time keeper and checked on colleagues attendance, which include brake adherence and report to the Reporting Analyst if there is a discrepancy with the time system.
Field Onsite Technician (End User Support) Feb 2007 – March 2008
PC Med Malate, Manila
-Provide on-site technical support to clients.
-Set up full computer system for clients and install Operating System.
-Provide assistance on clients request for data back up.
-Install and configure wireless access points.
-Format and reinstall Operating System for PC Med client computers.
-Manage preventive maintenance of School Laboratory Computers and individual clients of the Company.
TERTIARY EDUCATION
Bachelor of Science in Information Technology Jun 2002 – Dec 2008
University of the East, Philippines
TECHNICAL SKILLS
Operating Systems: Windows 2000/XP/7/8/8.1/10, Windows 2003/2012 Server, MAC OSx Leopard to Mojave, Linux
Applications: Exchange Server 2010, Juniper Network Client, MS Office, OpenOffice.org 2.2, Adobe Photoshop CS6 Office 365, PowerShell, HTML
Ticketing Tool: BMC Remedy, Siebel, Clarify
System: Symantec VIP Management System
Networks: Microsoft Active Directory, TCP/IP, Ethernet, Local Area Networks, Network Troubleshooting, Cisco, Ubiquity, Fortinet Firewall
Devices: Desktop, Laptop (MAC & Windows), Blackberry
SPECIAL TRAININGS ATTENDED
ITIL® V3 Foundation Review Course
Lean
PERSONAL INFORMATION
Born on April 30, 1983
Speak/write English and Filipino
Nationality: Filipino
REFERENCES
Available upon request
Contact this candidate