Customer Service Manager
Resume:
Charles Ali-Asuquo Isuekpe
*** **.****** ******. ***. Rosario
Pateros 1620,Metro Manila
Mobile No: +639*********
***********@*****.*** *******.*******@**.***
OBJECTIVE
A result oriented IT service professional looking t o secure a challenging role within
your organization where i can efficiently utilize over 5 years of ITSM experience,I posses a
solid understanding in ITI L,very good fundamentals on Citrix,Vmware,Remote Desktop
M anagement,SAP Basis Administration and numerous IT fields while also an advocate of
continuous service and process improvement coupled with the drive and tenacity to accomplish
any given task or initiative with the goal of making an impact and difference within the
organization .
PERSONAL I N FORMAT ION
• 30th January,1986.
E D UCAT ION
B.Sc. M ul timedia Arts and Science
M apua Institute of Technology
Intramuros,Manila.
Diploma in PC Operations,
Ha rdware Servicing & MS Office P roficiency
National Institute of Information Technolgy ( N.I.I.T )
Port Harcourt,Rivers State
Nigeria
Interpersonal and Other Related Technical Skills:
• Excellent oral and writ ten communication skills
• Well versed with Microsoft Office apllications,like Word,Excel & Outlook
• Ability to prioritize tasks, work independently,dealing with multiple assignments
u nder minimum supervision,also the r ight chemistry to work as a Team player.
• Experience & knowledge of Win XP, Win Vista, Windows 7, MS Office 2003 – 2013,
Network Topologies. Etc
• A Solid understanding of IT Service Operations like Request
F ufilment,Incident,Problem management and Change Management
• Experienced in desktop hardware t roubleshooting & diagnosis and in supporting end
users with their various daily PC usage and problems
T rainings and Certifications Attained:
UNIX / Linux Basic Fundamentals
MS Windows XP & Windows 7 Enterprise
C itrix Access Management Console Set-Up and Configuration Support
Citrix XenCenter Version 5.6.0
V Mware View Administrator & Support Services
P roblem Solving and Decision Making
Communication and Customer Satisfaction
ITI L v3 Foundation Certified Professional
WORK EXPER I E NCES
H ewlett-Packa rd Asia Pacific, H P Ente rp rise Services
22 Upper McKinley Road,Two World Square,
McKinley Hill CyberparkFort Bonifacio, Taguig City 1634
SAP Basis Engineer
M arch 01, 2012 – Till Present
Handling Work orders,Service Calls,Incident Managment, Change Management
SAP Basis Administration ( configuration, maintenance,monitoring and t rouble
shooting)
Monitoring and management of SAP system landscape and project support like
I ndex Rebuild / Table Space Extension
I mplementation and documentation of work procedures, standards and methods
Exposure to installation, technical,securi tyadministration, upgrade and
monitoring of SAP ECC, B I, Solution Manager and Oracle 10g, DB2 on Unix or
M ainframe
Exposure to Operating Systems, like Windows Server,HP-Unix,Linux and databases like
O racle,SQL e.t.c
Hewlett-Packa rd Asia Pacific, H P Ente rp rise Services
22 Upper McKinley Road,Two World Square,
McKinley Hill CyberparkFort Bonifacio, Taguig City 1634
Remote Desktop M anagement / V D I Admin
March 01,2011 - March,01 2012
Responsibilities as an RD M
I ncident Management
Service Request Fulfillments / Service Request Management / Access Management
D uty Manager / Single Point of Contact for High Priority Cases (Rotational)
Responsible for deployment of updates and software applications via Application Self-Service
M anager or manual if required.
PC / Desktop Support, Microsoft exchange issues and configuration, Network printer support,
VPN Connectivity Issues, Microsoft Office Support.
Monitoring of escalated incidents, Queues, network outages and coordination of high priority
cases with Network / Server teams and various application support platforms. (Back up
I ncident Life Cycle Coordinator)
Responsible for company IT monitoring and upholding security policies (inclusive of hardware,
software, network, users access, etc)
DSAT Callbacks for Invalidation of dissatisfied user survey and complaints.
Handled t raining session for New Hires / Analyst on customer service and Call handling
techniques or as required.
Responsibilities as a Cit rix / V M wa re V D I Admin:
Regular Monitoring of the utilization rate of each desktop and of the Xen servers
M aintenance of Problematic Virtual Machines (Troubleshooting e.g. Login and Applications
I ssues experienced by Users including Deleting and Re-creation of Corrupt VM Desktops not
repairable)
Symantec Endpoint Protection daily Maintenance and VM/Xen Server Performance check
Training of L1 Analyst on VDI Changes and on basic t roubleshooting processes
Startek I nte rnational Limited,
SM Cyberzone 1,Bel-Air,Makati City.
Level I I Tech Support April,2009 – February,2011
R esponsibilities:
• Handled DSL,Fiberoptics & Telephone services escalations ( CincinnatiBell )
• Handled customer complaints and escalations
• Conducted training session of new hires,mentoring and new process alignments
• Advanced Technical support for DSLInternet Connection Issues.
( Ascot Offshore Nigeria L imited )
F ormerly known as W ilbros Nigeria Limited
O il ConstructionCompany
C hoba Road,Rivers State Port-Ha rcourt
Position Held: PC Technician / Onsite EUS May,2005 – Oct,2007
Responsibilities:
• Handled Onsite hardware and software t rainings on Operating
systems,Windows configurations,Office applications,Software deployments and
Symantec Virus Def updates and regular Scan.
• Oversee day to day office operations,application problems, i ncluding
configurations,and support/troubleshoot network / LAN problems
• Supported employees in Microsoft Windows XP,Microsoft Office 2000/2003,
Lotus Notes 6.54, help on general m icrosoft office applications issues.
REFERENCE :
I shmael D. Dagaman
SAP Service Delivery Consultant
*******.*******@**.***
Hewlett-Packard Company
M r.Gie Cervanez
Service Delivery Manager
ITO Service Delivery Management
HP Enterprise Services
M r Bobby D ionido
Senior Cit rix System Administrator
A DP Philippines
Contact this candidate