Service Engineer

MARK CHRISTIAN M. BAYANI

****-* *. ******* **.,

BrangayKasilawan, Makati City1206

*********@*****.***

M.0908.812.3015

Skills

OBJECTIVE

To be a part of one of the biggest company in terms of IT service /Customer Care Service and to

Excel and to push my capabilities to its fullest. Operating System:

Windows

EXPERIENCE 2003/2008R2/2012R2/X

P/NT/Vista/Windows 7.

SC Johnson ROHQ July 2014 – Nov

2014

SCCM Administrator (Consultant 4 months) JP Rizal, Brgy. Poblacion, Makati City

SCCM 2012 Infrastructure Design and Administration

Server:

SCCM 2012 Primary/Secondary Site Server Build and Refresh

ActiveDirectory,

Deploy Core Software updates and Windows Updates (Desktop Systems and Server Systems)

Exchange

Project planning and infrastructure Server setup (Window Based platform). 2003/2007/2012 Server,

Office 365

Software/Application deployment monitor, verification, report and Database cleanup.

Cloud(Exchange), FTP

Manages Software and Security Distribution (Desktop Systems and Server Systems) Server, Windows

2003/2007/2012 File

Manages and Maintains the Enterprise SCCM Servers

Server,Citrix, Windows

Manages Servers and Desktop Images

2008/R2Terminal

Server/DNS/DHCP,

Coordinates and Manages Change Acceptance testing.

SCCM 2007/2012,

Coordinates and Manages Monthly Security Rollups

Windows SCUP2011,

IIS, WSUS, WDS, MS

Coordinates and Manages Standard Desktop Image Production Release.

SQL 2008R2, ESXi 5,

Leads Remediation Projects (Servers, SCCM Site Servers and Desktop Systems)

VMWare vCenter.

Lead Weekly Meetings with Server Sponsors and Representatives for Timely Testing of Server

Software

Lead Monthly Go / No Go Meetings to develop list of server softwares to be distributed during

monthly server outage window. Programming:

Visual Basic 6,VB

Tracks stats of Software Installs / Generates reports

Scripting, Powershell,

Creates Central Adverts for emergency / critical security hotfix. Dbase.

Collaborates with Desktop Systems, Release Management, Data Center Assets, Desktop

Design and Packaging and Delivery Teams to ensure Software Development, Testing and

Delivery.

Office Application:

Incident Management and Change Management using SNOW.

Microsoft Office

2003/2007/2010 (Word,

Excel, PowerPoint,

System Administrator Consultant July 2013 – July 2014

Outlook), Lotus Notes

Freelance National Capital Reg, Philippines

5/6.5 (E-mail, Database

IT System Consultant

application).

Specialize in Server, Workstation, Laptop installation and/or pre configure.

Operating System, Office Application, Update patch automation using SCCM 2012 server.

Project planning and infrastructure Server setup (Window Based platform).

Work close on budget planning/Procurement (Server and Workstation).

Provide documentation of system setup as per agreement.

Web

Active Directory setup.

Development:HTML,

JavaScript,

DFS setup.

FlashMX/Pro, Swift3D,

NAS and/or SAN.

DreamweaverXP,

Swish3D,

SCCM 2012 setup.

Frontpage2003/XP.

SQL 2008/2012 setup.

Preliminary installation of Exchange Server.

Virtualization Environment (VMware/VirtualBox) (Optional).

Network Device:

Hubs

UTM setup depends on Clients request. (firewall) (Optional).

(DLink/Linksys/Cisco),

Manageable Switch,

Bridge, Router (Cisco

1600/1700).,

System Administrator/Service Desk Manager Nov 2011 – July2013

PowerLine, HPNA

G.E. Antonino Group of Companies, J.Bocobo St., Ermita, Manila City (Home Phone Network

System and Network monitoring and Administer Domain environment.

Alliance), Wi-Fi device

(pcmcia/wifi NIC/wifi

Administer Microsoft Exchange server 2007 and Office 365 (Exchange and Lync) mail

router), Astaro RedBox,

messaging. UTM Firewall Fortinet.

Administer Active Directory, DNS, DHCP and File Server.

Certifications:

Administer Firewall appliance Fortigate Firewall and Astaros Firewall (with VPN to RED BOX)

Perform Back-up of all the servers as per best practice and/or disaster recovery (Native Microsoft Certified

Professional, Linksys

Microsoft Back-up utility) for DRS and HA.

Training (Module 1-2)

Installing/Troubleshooti

OS deployment, Patch management, Inventory Software and Hardware for the entire system via

ng, NIC, Hubs,

SCCM 2012 server.

Switches, Bridge,

Router, Wi-Fi Router,

Create/Manage/Implement Group Security Policy for each Department/employee.

Wi-Fi Device (NIC,

Budget planning and procurement management for the entire office IT Equipment e.g. machines PCMCIA card)

PowerLine,

(Desktops, Laptops, Servers) and equipment (Standalone Printer and/or Network Printer,

HPNA(Home phone

Router, Switch, UPS)

networking alliance)

MS OFFICE 2003

Collaborate with other department to come up with better solution from their day to day task.

Basic-Intermediate

Work closely with the Managing Director for system architecture goals, system development, training for Lotus Notes

5/6.5 Client training

and upgrade.

specialization

Coach/Guide each Servicedesk and Second Level Support. (E-

mail/Database/Access

Works with internal users to triage and to resolve complex problems. control list)

Conduct monthly training per department for new application.

Level-E Subject Matter Expert Sept 2010 – Mar 2011

Accenture, Boni Ave., MandaluyongCity

Attend to 1st and 2nd level support efficient and in timely manner.

Review escalated call/email from service desk.

Meet SLA and FCR as per project required.

Global Service Desk Team Leader April 2008 – May 2010

Asia Halcrow Incorporated, Legaspi Village, Makati City

Coach/Guide each Service Desk Analyst.

Open/Block unnecessary website.

Review all incoming/replied/OLD email and distribute/forward the email according to its

recipient and/or proper group e.g. Local support/3rd Level support.

Perform weekly back up of Service Desk mailbox, and files from file server as needed via

Commvault.

Administering Active Directory new joiner/leaver account, creating Group Policy such as

Files/Folder restriction from File Server and/or File and Printer Sharing.

Budget planning and procurement management for the entire Service Desk and local office in

Manila e.g. machines (Desktop, Laptop) equipment (WiFiaccesspoint, Headset Bluetooth, Stand

alone Printer and/or Network Printer ) .

Generate daily, weekly, monthly report e.g. SLA/FCR/CSAT on each Service desk Analyst and

the entire Service desk team.

Perform bi-weekly meeting for any necessary information that the team should need for their

daily task/operation e.g. scheduled outage, network changes, and how to improved/reinforced the

team performance.

Conduct Performance Review on each Service Desk Analyst every six months.

Submit Monthly report (SLA/FCR/CSAT) and bi-weekly meeting minute report to IT general

manager.

Service Desk Analyst October 2007 – April 2008

Asia Halcrow Incorporated, Legaspi Village, Makati City

Perform first and second level support via telephoning and email.

Account management via Active directory on each employee e.g. Create/Disable account,

Give/Remove permission as user request from each shared folder in the file server.

Creating Secure Group Policy and folder permission policy.

Creating FTP account, Public Folder, Public Calendar, Distribution List.

Configure Mobile email connectivity (Windows base mobile) via OWA (Outlook Web Access).

IT Trainer July 2006 – August 2007

ADB (Asian Development Bank)/RCG-IBM, Ortigas, Pasig City

Train newly hired Helpdesk/Onsite Engineer particularly on bank ADB standard application

such as Windows XP, Microsoft Office Application (Word, Excel, Power Point), LotusNotes

6.5/7 and Hands-On Training on different kind of Hardware such network printer, local printer,

Desktop, and laptop/s.

Second Level Support/Onsite engineer February 2006 – July 2006

ADB (Asian Development Bank)/RCG-IBM, Ortigas, Pasig City

Installation of hardware peripherals? and/or software for the client needs such us Operating

System (Windows 2000/XP), Microsoft Office, Lotus notes 6.5, also coordinate administrator to

push via SMS other software for installation such as Mainframe, Entire connection (Oracle

application), setting up complete PC workstation for new staff.

Troubleshoot PC/Network and Software problem

IT Specialist August 2005 – February 2006

ADB (Asian Development Bank)/RCG-IBM, Ortigas, Pasig City

Incoming/Outgoing call for technical assistance for any bank standards application such as MS

Office Application (MSWord, MS Excel, MS Power Point), Network Printer connection via

Novel and Windows NT environment, Mainframe.

Generate Daily, weekly, and monthly report using Magic Solution – Magic Service Desk

Enterprise, Magic Service Desk Enterprise 7.5 and Information Management (Call Center

Management system 4.01) this include:

I. Service Level Agreement (SLA)

Providing a matrix report on 1st level support to define how fast they answer all

incoming call and/or queue call

Provide detailed report about offered call for daily operation.

II. First Call Resolution (FCR)

Providing wide scale report on type of issue/problem, level of difficulty and

outages on daily operation

Provide report how many close ticket has been done by 1st level.

Update Kbase for new/recurring problem and/or solution

Analyze all call that has been log via Magic Solution for proper subject ID and precise escalation

level.

Update and re-design Local Website for all the equipment inside the bank

Expert in Lotus Notes 5/6.5 client in depth of remote access replication of email and database

application.

IT Field Engineer January2005 – July 2005

ICS (Integrated Computer System), Salcedo Village, Makati City

Answer customer queries via email & phone calls.

Go to the client site if necessary for further assistance such as installation of hardware

peripherals and/or software for the client needs such us Operating System (Windows

NT4.0/Windows 2000/XP), Microsoft Office.

System Engineer June 2004 – November 2004

InterDotNet, Salcedo Village, Makati City

Activating Domain of corporate client.

Activating email account.

Installing/configuring clients router for leased line, modem for DDU (Dedicated Dialup

connection/postpaid) internet connection.

Cabling UTP for local area network (LAN)

Monitoring corporate leased line connection via Whatsup software.

Troubleshooting corporate client e-mail/internet connection.

Making Technical Checklist e.g. daily outage report Ups/DOWNs of Leased

line/DDU/postpaid/pre-paid internet connection, email routing/spamming server.

Authentication username and/or password.

Answer corporate customer queries via email & phone calls.

Walkthrough corporate/individual client How-to configure MS Outlook 9.x/XP/200x

EDUCATION

Computer Science, Bachelor of Science 1996-2000

AMA Computer Learning Center, Quezon City

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