Quezon City Service
Resume:
RICARDO VALDEZ MALANA JR
***-*, **** *, ** Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
CAREER PROFILE
TRANSCOM WORLDWIDE BV ROHQ – March 2013 up to present
Global IT Service Desk – Analyst II (Senior)
Major Role and Task
Back Up Team Lead for Request Management Team
Member of Leadership Team
Member of Escalation Team
Member of Process Management Team
Member of Knowledge Management Team
People Management
• Responsible for all Access Management multiple related requests and projects directed toward
strategic process and other organizational objectives
• Define and Initiate process modules and ensures the success acceptance of the process
o Creates technician and end-user support modules for different Technologies
o Updates support module from non-documented to approved processes
• Maintains continuous alignment of process scope with strategic program objectives and actively
make recommendations to modify the process to enhance effectiveness towards the strategic
intent
• Coach, mentor and lead personnel within the technical team environment
RICARDO VALDEZ MALANA JR
804-D, Road 3, EP Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
• Actively involved on migration activities and projects
• Subject Matter Experts for:
o Email and Collaboration tools (Google Mail, Office365, GMS)
Provide an overall technical assistance for Office 365 users running on
Exchange servers 2003, 2010 and 2013, Gordano Messaging Suite (GMS) and
Google Mail
Set up retention policies, domains and mail flow on the exchange server console
as well as configuring rules in the email system
Administer Blackberry Enterprise Activation request, Active sync, email
forwarding and other administration in O365 such as email account
creation/deletion, password reset, Distribution list, Board Room and External
accounts creation and configuration
o Network Shared Drive, SFTP, ISA Server, Zscaler (web-based proxy) administration and
configuration
o VPN Administration
Creation of Radius account and connection request policies in IAS and;
Provisions tasks for token assignment
o Avaya Aura Conferencing
Manage overall administration (creation/deletion) for regular and VIP accounts
o ADUC Administration and Cleanup
• Arranged staff training and awareness sessions whenever there is new technology or process is
introduced with the team.
• Assist analysts in providing the 1st line support when workloads are high, or where additional
experience is required. POC for Process software installation requests and updates user account
creations, application incidents and all other requests that are within scope.
• Provide a professional technical assistance to end-user in accordance with required standards,
methods and procedures -acting as an escalation point where difficult or controversial calls are
received
Projects Handled
• Google Email Migration
o Setup Amazon Work Station (AWS) and internal machines with cloud migration tool
o Imported O365 users, Distribution Groups including members, Contacts and Resources
to Google Platform and;
o Setup forwarding rules from O365 to Google mail.
• Virtual Private Network (VPN) Migration
o Facilitated user migration from Radius to 2 factor authentication (Crypto)
o Set up IAS policy for VPN users
o Created training materials, Process documents and End-user manuals for administration,
troubleshooting and escalation procedures
• Avaya Aura Conferencing Migration
o Migrated British Telecom (BT) users to Avaya Aura Conferencing (AAC)
o Created training materials, Process documents and End-user manuals for administration,
troubleshooting and escalation procedures
RICARDO VALDEZ MALANA JR
804-D, Road 3, EP Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
• Mass Active Directory User modifications
o Extracted all active users list in AD and sent to Operations support for verification
o Consolidated verified users and created and executed power shell script to run
modification
Global IT Service Desk – Analyst I
Job Description
• Provide a professional technical assistance to end-user support via telephone or remote session
in accordance with required standards, methods and procedures
• Diagnose technical hardware and software issues and provide restorative or maintenance actions
to resolve end-user problems for PCs, laptops, printers, network connections, internet access,
standard and client applications
• Process user account creations (NT, O365, Avaya CMS, Avaya Extension and PBX, Altitude,
eWFM, RTA, eSP and Magic by ICEB), software installation requests and updates, application
incidents and all other requests that is within scope that does not require physical visit to end
users
• Execute maintenance activities according to procedure, report status about the result and
identify and escalate any non-documented or non-standard situations requiring urgent attention
• Real time monitoring of Systems and Network Events and escalation to proper resource
• Maintains daily relationship with IT Organizations and business customers
• Escalates faults/query calls or urgent trouble tickets to other resolving teams and track until
resolved.
STEFANINI IT SOLUTIONS- October 2011 to March 2013
FORD GSD Manila – Service Desk Central Team Ticket Coordinator (TC)
Job Description
• Functioned as shift team lead for UK Central Team.
• Process, analyze and handles over all moderation of tickets escalated to the team and distribute
it to IT support technicians accordingly based on the priority of the ticket.
• Main support for critical and high priority tickets.
• Maintains continuous alignment of process scope with strategic program objectives and make
recommendations to modify the process to enhance effectiveness toward the strategic intent.
• Present periodic dashboard reports; real time ticket SLAs, individual stats of team members
(resolved, processed and escalated tickets)
FORD GSD Manila – Service Desk Central Technician (L2)
Job Description
• Provide a professional technical assistance to end-user support via telephone or remote session
• Process software installation requests, ID creations, application incidents and all other requests
that do not require physical visit to the customer’s machine and will resolve these issues
remotely
• Resolves issues submitted by end users or as escalated by L1 support which requires
administrative access to user’s machine
RICARDO VALDEZ MALANA JR
804-D, Road 3, EP Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
• Respond to end-user problems based on standard procedures and target SLA
ARMED FORCES OF THE PHILIPPINES COMMISSARY AND EXCHANGE SERVICE
June 2007 to 07 Dec 2011
IT Administrator
Job Description
• Diagnose and troubleshoot computer systems
• Configure and install computer systems and networks
• Maintains serviceability of computer units, networks and internet applications
• Maintains and troubleshoot errors incurred in the system
• Responsible for software and application support development and procurement of computer
equipments
EDUCATION
STI Education Center – Ilagan, Isabela
Diploma in Computer and Electronics Technology
S. Y. 2004 – 2007
Isabela National High School
Secondary Education
S. Y. 2000 – 2004
Fort Ramon Magsaysay Elementary School
Primary Education
S. Y. 1994 – 2000
SKILLS
• Excellent computer skills on both hardware and software
• Knowledgeable and works well with Windows Servers, Exchange Servers 2003, 2010 and 2013,
MS Power Shell and GAM scripting and MS office applications and tools and Adobe
applications
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony
System and knowledge of programming languages, including ADSI Scripting, HTML, Visual
Basic
• Process oriented, Highly motivated; fast learner and can work in a multi-tasked working
environment and can work under pressure
CHARACTER REFERENCES
Julius Tondo Ronaldo G Paredes COL JOEL I ENRILE PA
IT Service Desk Team Lead SPOC UK Team Leader (GSC)
(099*-***-**** (0917)506-175 Commander and GM, AFPCES
RICARDO VALDEZ MALANA JR
804-D, Road 3, EP Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
MAJ RENE MICHAEL S BGEN ALFREDO M
Marwin Barrozo
AGUILAR PAF ANDRES AFP
Regional IT Manager
Ac of S Chief of Staff for Commander, AFPPS
Operations, CX3, AFPCES (091*-***-****
RICARDO VALDEZ MALANA JR
804-D, Road 3, EP Village, Camp General Emilio Aguinaldo, Quezon City
********@*****.***
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