Managing IT support functions both for Technical and hardware

*************@*****.*** +63-920*******

**th F, Serenity Tower, GS Salamanca St., Poblacion

Makati City

Jimmy C. Gabriel

Accomplishments

More than 13 years in the IT industry in the area of Managing IT support functions both for Technical, Desktop/Hardware, Software, Network, Implementation, Project Management, Customer Services, Cisco Unified Communication (VOiP), Data Center and End-user Support

More than 11 years in the managing of the day-to-day IT support

Office build-out that’s includes Network Design, Security Camera, Door Access, Network Management, Structured Cabling and Data Center Infrastructure. Cooling and Power Management Solution

Vendor sourcing and negotiations

Strong Relationship with Different Vendors both external & internal

Office moves and start-up

Implementing strategic IT initiatives that improve business functionality with positive impacts on the cost savings

Developed, researched and recommended IT solutions for the Company

Coaching & Mentoring of the Team Members

Identity, research, evaluate, recommend and support hardware & network related tools and technologies and best practices

Professional Experience

DSM Manila LLC

A shared services subsidiary of one of the world’s leading law firms White & Case LLP.

Technology Manager January 2008 – Present

Project Highlights

Strong IT Management support role and customer service both external and internal

Vendor Sourcing and Negotiation for all IT Equipment, Telecommunications and Facilities related needs and request

Negotiate pricing and SLA’s

Strong Relationship with Different Vendors both external & internal

Office build-out that’s includes Structured Cabling and Data Center Infrastructure. Cooling and Power Management Solution and build-out Project Management

Office Moves

Strong Experience in hardware and software troubleshooting

Office Network Design, Audio Visual and Video Conference Set-up

Technology Infrastructures and configuration and set-up including the Security Camera, Door Access and Network Management

Managing the local IT Team for Manila Office

Prepare IT budget for the year for Manila Office

Duties and Responsibilities

Managed the day-to-day IT support of Manila Office

Working with the Global IT to provide leadership of the Support Services function, set targets and goals for improvement based from the ITIL processes and Management tool

Dealing with different vendors for the Manila Office IT requirements

Contract Reviews to all IT related Vendors

Working in conjunction with the Service Delivery to devise and implement continuous improvement process for the Support Services function and problem management process and appropriate metrics and reporting

Promote and support attitude and behavior in keeping with IT Guiding Principles and best practice standards

Managing escalated user queries from the Service Desk and users; assisting users with hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, blackberry or any mobile devices, printers and other hardware

Manage and maintain equipment inventory records: PC/Laptops, Blackberry, telephones, monitors, printers and other peripherals

Providing support to network and Telecoms issues, desktops, notebooks systems, hardware, and customer related services. Also provides support to printers, Multi-Functional Devices (MFDs), and Blackberry and Smart Phones including configurations and troubleshooting

Maintain and deploy PCs based on the current company’s standard image and deployment method.

Maintain documentation and procedures

Manage and maintain all aspects of the new employee life cycle which include: AD account creation, blackberry, SecureID, mobile phone and Safeboot account set-up

Work closely with the users to help specify requirements and monitor service standards

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Evaluate and conduct Performance Appraisal to the Team. Determine staff salary adjustments if needed

Empower and motivate staff by sharing information, knowledge and skills

Take ownership of user problems and be proactive when dealing with user issues

Assists in the recommendation of Technology plans and in the development of local Manila Office Technology budget

Participate on global/regional/office project teams as requested by the management

Responsible for recommending and procuring new PCs or any hardware

Travel with other offices in Asia to support the local offices, if needed

Evergreen Shipping Agency Philippines Corporation

Assistant Manager

October 2002 – January 2008

Project Highlights

Vendor sourcing and negotiation

Identify cost savings initiative

Assisted Budget Preparation & Review for IT Infrastructure

Hardware & Software Troubleshooting

Servers and Network Administration

Implementing and Deploying of Online System to the Manila Office that are currently being used by all the Office Globally

Developing and enhancing the HR Payroll & Timekeeping System

Desktop Management & Email System

Duties and Responsibilities

Manage the day-to-day IT support of Manila Office including the branch office (Cebu, Manila-Pier)

Acts as central point-of-contact for vendors for all IT related matters and telecommunication

Purchasing and recommending of IT equipment for the office

Overall administration and configuration of mission-critical productions, development servers including, patch management and optimization of server and network resources.

Responsible for all IT matters like programming for HR payroll and timekeeping system, hardware and software end user support

Support for network equipment switches, routers and firewalls

Installation, configuration and troubleshooting of PC’s hardware, software and networks.

Performing regular maintenance on PC equipment such as desktops and notebook computers, printers, monitors and peripheral hardware. Scanning computer for viruses.

Providing support to desktops, notebooks systems, hardware, and customer related services. Also provides support to printers and Multi-Functional Devices (MFDs) including configurations and troubleshooting

Travel to local Office (Cebu, Pier Manila Office) for IT related support and issues

Insular Life Assurance Co. LTD

Documentation Assistant November 2001 – April 2002

Duties and Responsibilities

Provide system support in implementing new section’s filing system

Support, coordinate users regarding problem to the new develop section filing system

Updating, validating, scanned, encoding and reviewing policyholders to the new section’s filing system

Awards & Achievements

Service Awardee for Community

DSM Manila LLC for CORE Values

February 2008

Service Awardee for Service Excellence

DSM Manila LLC for CORE Values

February 2009

Five Years of Excellent Service Award

DSM Manila LLC

August 2012

Chairman – Employee Relations Board

DSM Manila LLC

2009 – 2012

Chairman – White & Case Damayan Sa Manila Foundation (Corporate Social Responsibility)

DSM Manila LLC

2010 - Present

Education

Bachelor of Science in Computer Science – AMA Computer College, Biñan Laguna 2002 – 2006

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