Customer Service Technical Support

ALDIN PRICONES MAPUSAO

#** ** ****** **. ***** Fairview Park Homes,

Brgy. Pasong Putik Quezon City 1118

Email address: **********@*****.***

Mobile no: +63-923*******

TECHNICAL SKILLS:

Microsoft Certified Professional - Server Virtualization with Windows Server Hyper-V and System Center

Has background in Server 2003, 2008 and 2012, Configuration, Administration and Installation of DNS, Active Directory (AD), Distributed File System (DFS), Group Policy Object (GPO) and, DHCP.

Proficient in Application program, Securities and Installation of Microsoft Windows Client and Server such as (XP, Windows 7, Windows 8, Server 2003, 2008 and 2012).

Has background in network configuration and troubleshooting (BIG IP F5 Load Balancer, Juniper Firewall Network, and Cisco Linksys Manageable Switch).

Have an intensive knowledge in workstation support both hardware and software issues.

Senior IT Specialist - March 2013 up to Present

Global B2B Consultancy Inc.

29th Floor Robinsons Summit Center 6783 Ayala Avenue Makati City

Responsibilities for IT Infrastructure

Monitor network activities and devices thru Cacti Graph and Orion Solarwinds.

Check and resolve alerts and issues for Cisco and Linksys Switches.

Setting up new user’s accounts and profiles and dealing with password issues on Active Directory.

Perform daily backup for Server System and weekly backup for Network devices.

Installing and configuring computer hardware operating systems and applications.

Ensuring the smooth running of computer systems and ensuring users get maximum benefits from them.

Handle Server Systems – Windows Server 2003, 2008, 2012 R2, Hyper V Manager and VM Ware Workstation.

Providing support, including procedural documentation.

Working continuously on a task until completion (or referral to third parties, if appropriate);

Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers);

Testing and evaluating new technology / supporting the roll-out of new applications.

Coordinate with vendor for hardware and software IT requirements.

Escalation of Internet issues on both local and International ISP providers.

Responsibilities for (PS) Production Support Back Office and Reference Websites

Handling Tickets acknowledge and provide first level support if not resolve assign to second level support/designated team to check.

Access Production Server for IIS Manager URL binding, IIS services service restart

Provide support thru skype and call if needed call IT developer for escalation of issue

Provide first level support like restarting Odds Update Console Back Office

Check PS tickets acknowledge, update and assign to involved support.

Do follow up every Monday and update the ticket case.

Generate report for morning shift like deadlock, and server daily usage for night shift

Send update and pending tickets every shift ends.

Create accounts i.e. rb88.com, sbobet.com for clients websites.

Update PS Document process and guidelines with Superior supervision

Technical Support Specialist

December 2009 to February 2013 - Don Bosco Communications and Information Technology Institute

736 Gen. Kalentong St. Pagasa Mandaluyong City Tel#: 5318081

Responsibilities:

Maintain high level of customer service and give resolution at the first attempt.

Perform general technical support functions, including physical installation, assembly,

Configuration and maintenance, troubleshooting and repair of computer systems, related

Peripherals and various types of IT equipment.

Troubleshoot and repair board level electronic devices such as monitors and power supply

Conduct general checkup and preventive maintenance on all computers including general

Cleaning, virus removal, and checkup of system and peripherals as scheduled.

Maintain up to-date knowledge and understanding on computer boards, computer interfacing

Techniques, electronics components, chips etc.

Coordinate with outsourced computer repair service providers as necessary.

Document and submit reports to the superior.

Voice and Workstation Engineer

July 2007 to November 2009 Accenture Incorporated

Cybergate Tower II Robinson s Pioneer Boni Mandaluyong City Tel. #: 8405604

Responsibilities:

As a Voice Quality Auditor we validate the calls between the agent and the customer to

maintain the stable connection and avoid the quality issues encountered.

andles problems and troubleshooting of AVAYA phone, Amplifiers and other devices.

Troubleshoot and complete forms, logs, and problem reports in order to identify and report

problems for analysis and correction. - Assists in performing workstation/printer installations, upgrades, preventive maintenance, back-ups, and other related tasks/initiatives.

Performs in troubleshooting functions involving workstation operating systems, applications,

utilities, tools and related workstation services.

Installs, configures and upgrades operating systems and software, using standard business and

administrative packages, computers network infrastructure and peripherals

Makes hardware and software acquisition recommendations including helping users access

needs and providing justification for equipment and services.

Provides instruction or written documentation where required.

Technical Support Specialist – Customer Care Department

October 2006 – April 2007

Tridel Technologies Incorporated (An: ISO 9001:2000 Certified Company)

7th flr. Hanston Bldg Emerald Ave. Ortigas Center, Pasig City Tel. #: 636.8050, 217.1928

Responsibilities:

Resolve customers’ technical queries and concerns by providing real time support accurately for Internet customers through phone and email.

Have knowledge in operating network equipment such as ADSL and dial-up modems, routers, firewalls, proxy servers.

Educational Background:

Tertiary 2002 – 2004

Diploma in Electronics Technology (Major in Electronics Computer)

Philippine Science and Technology College

10th Avenue Grace Park, Caloocan City Tel. # 361-7070

Character References:

Mr. Melvin Gante

System Administrator - Microsourcing Ortigas Pasig

Mobile no: 091********

Mr. Ivan Agustin

IT Head - Don Bosco CITI Mandaluyong

Mobile no: 091********

Mr. Federico Pagador

IT Instructor - DCTI Quezon City

IT Specialist - Expert Global Solutions EGS

Mobile no: 090********

I hereby certify that the above information is true correct to the best of my knowledge and belief.

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