IT Engineer

JAN CHRISTOPHER MANLANGIT JANCE

Mailing Address: 185 Lions Road, Mandaluyong City

Email Address: *******@*****.***

Contact Number: 093********

OBJECTIVE

To obtain a position that will help this company and my career grow.

WORK EXPERIENCE

Trend Micro (July 2014 – Present)

Customer Support Engineer

Job Description and Responsibilities:

• Provide technical support to corporate account via email, phone and other electronic

medium.

• Recover irate customers and resolve their technical issues via collaboration with peers

and different departments

• Log cases in CRM (GCC)/PSC

• Reports during NABU time zone on a 8 x 5 shift

• Manage open incidents or cases to resolution

• Develop formal training to his peers, partners and the customers

• Provide technical coaching to his peers

• Manage team-based projects

• Develop specialization on different operating systems and technologies in relation to

Trend Micro products

• Continuously improve and upgrade technical knowledge and skills through training, self-

study and certifications

• Meet business objectives and team targets defined by the management

Thomson Reuters (July 2011 – July 2014)

Internal Technology Services Department – Workplace Front Office Team

Workplace Front Office (Deskside) Engineer

Job Description and Responsibilities

Ensure that tickets are properly categorized, owned, updated, assigned and

resolved as they are logged into Service Manager based on given SLO or SLA.

Establish open communication with Global Service Desk on resolving issues and

other Workplace team in Thomson Reuters.

Comply with existing policies, processes and procedures related to procurement,

deployment, installations, documentations, project management and reporting.

Work on desktop image updates; collaborate on the deployment of TEN domain

images.

Provide working, updated and accurate inventory of hardware deployed and

spares for assigned floor. Provide accurate hostname and user details.

Assist the Workplace Backoffice team and Voice and Network team on certain

activities and projects that require Front Office assistance.

Part of the local blackberry and mobile support. Provide needed documentations

and troubleshooting guidelines to team. Ensure inventory is updated and accurate.

Provide vendor management as needed.

Thomson Reuters (thru Manpower Inc.)

Field Service Engineer (May 2009 – July 2011)

Job Description and Responsibilities:

Primary engineer assigned in handling the Thomson Reuters Domestic Services.

Designated engineer to handle the Thomson Reuters Automated Debt Auction

Processing System (ADAPS).

Designated engineer handling the Thomson Reuters – Bureau of Treasury (BTr)

Registry of Scripless Securities (RoSS) system and network.

Handles and maintains Thomson Reuters RoSS main servers and equipment.

Onsite and remote troubleshooting/support of Thomson Reuters products

(Standard and Domestic).

Field activities (installations, troubleshooting, hardware deliveries and pullout)

Coordination with client/client IT regarding client-sited activities.

Siebel Monitoring for client Service Requests.

WORK – RELATED SKILLS

Knowledge in networking

Knowledge in Cisco routing and switching

Computer and systems handling, troubleshooting and maintenance

Background in handling servers and network device

Background in UNIX operating systems

Background in UNIX shell scripting

Knowledge in Circuitry (integrated circuits)

Some knowledge in Visual Basic Programming

Knowledge in Microsoft Office Applications

CERTIFICATION

Information Technology Infrastructure Library (ITIL) Foundation V3

Date certified: August 2011

TRAININGS

Six Sigma White Belt Training (March 2012)

Thomson Reuters – 20/F Ayala Life-FGU Center, Ayala Avenue, Makati City

Cisco ASA Firewall Management (January 2010)

Trends and Technologies - Trafalgar Plaza, H.V Dela Costa Street, Makati City

Reuters Market Data System (UNIX - based) Training (June 2010)

Thomson Reuters – 18F Tower 1, Enterprise Center, Ayala avenue cor. Paseo de

Roxas, Makati city

OTHER WORK EXPERIENCE

April – June 2008

PUP Information and Communications Technology Center.

(On – the – Job Training)

April – May 2007

Philippine Long Distance Telephone Company (PLDT)

e-Tech Department, IT Group.

(On – the – Job Training)

EDUCATIONAL BACKGROUND

COLLEGE

Polytechnic University of the Philippines - Sta. Mesa, Manila

Bachelor of Science in Computer Engineering

June 2004 – May 2009

PERSONAL INFORMATION

Age: 26

Birth Place: Mandaluyong City, Philippines

Language/s Spoken: Filipino, English

CHARACTER REFERENCE

Available upon request

Contact this candidate