Manager Engineer
Resume:
Richard B. Tionghoy
P*G B* L*B Santan St. Greenwoods Executive Village Cainta, Rizal (1900)
Mobile No: 091*-******* Landline No: (02)695-9702
Email Address: acr8jk@r.postjobfree.com or acr8jk@r.postjobfree.com
Working Experience
Sr. Team Leader – Information Technology Global Service Desk
January27, 2014 – Present
Tata Consultancy Services
Attend and prepare presentation for the weekly and monthly business review meeting with stakeholders, presenting past and current performances. Present new process idea that will help improve current system flow.
Coordination meeting with internal support groups and vendors via video/voice conference and discuss improvement in channeling request/issues.
Conduct audit on incident/request tickets to be presented during internal audit meeting.
Directly monitoring of process flow conducted by Team Lead, SME and service desk analyst for their respective performance such as productivity, quality audit, training and attendance. Publish the scorecard based on the agreed corporate progression in line with the vision, goals and needs by the operation in achieving customers agreed service level agreement.
Participate internal management meeting discussing the concern and feedback about services provided that includes brainstorming thru technical matters or processes.
Monitoring of weekly and monthly performance and ensure met and exceed Service Level Agreements (SLA), which comprises the response and resolution rate, time to resolve, First Call of Resolution, Reduction of tickets hops, Abandoned rates, Reduction of Age tickets, customers satisfaction level and other more which within the contract.
Manage escalation from Top Management, IT Demand Managers and Stakeholders to ensure properly communicated with support groups/vendors and Subject Matter Experts (SME).
Acts as single point of contact for every end-users (particularly Top Management) by converting the issue or request into technical manner to understand by support team or providing significant update from support group into user understandable terminology.
Gathered vital information from user before proceeding on technical assessment by using probing questions with the mean of voice, chat or email.
Escalated incident or request on appropriate support group for fast resolution.
Provide account for new user, providing temporary password, move into correct organization unit in Active Directory, check display name, SMTP, contact detail, auto provision into exchange server, add/remove in distribution list or personal address list and update user profile.
Installation of software such as SAP component, IBM Mainframe, MS Office (2003, 2007 and 2010) Adobe (reader or flash player), browser upgrade (Chrome, Mozilla, and Internet Explorer), Rightfax Capitaris, local/network printer driver, VPN software (VDI Quick and Manual Connect), Add-in and plug-ins for browser, CISCO soft phone and toolkit,
Configuring outlook mailbox, share mailbox, public folders, calendar, and creation of back up PST, repairing OST, re-profile, remove plug-ins, shared and configured mailboxes and calendars.
Troubleshooting IT related issue by remote user’s computer using remote desktop, dameware, VNC.
Pushing installer using the Run Advertise Program and SCCM, re-installation of this software over the computer and add into the system server.
Accept tier 2 role by assisting VIP issue or request, handling resolution priority 1 or 2 issue, manage to follow up on the support team or vendor, updates the Regional Account Manager (RAM) or Stakeholders in time we have a must issue, update the announcement board if necessary and cascade to all service desk.
Working with EPO server and check all the relative machine.
Technical Support Engineer - Tier 2 Specialist
February 2012 – December 23, 2013
Hewlett-Packard Ltd. Philippines
Acts as single point of contact for every end-user by converting the issue or request into technical manner to understand by support team or providing significant update from support group into user understandable terminology.
Gathered vital information from user before proceeding on technical assessment by using probing questions with the mean of voice, chat or email.
Escalated incident or request on appropriate support group for fast resolution.
Provide account for new user, providing temporary password, move into correct organization unit in Active Directory, check display name, SMTP, contact detail, auto provision into exchange server, add/remove in distribution list or personal address list and update user profile.
Installation of software such as SAP component, IBM Mainframe, MS Office (2003, 2007 and 2010) Adobe (reader or flash player), browser upgrade (Chrome, Mozilla, and Internet Explorer), Rightfax Capitaris, local/network printer driver, VPN software (VDI Quick and Manual Connect), Add-in and plug-ins for browser, CISCO soft phone and toolkit,
Configuring outlook mailbox, share mailbox, public folders, calendar, and creation of back up PST, repairing OST, re-profile, remove plug-ins, shared and configured mailboxes and calendars.
Troubleshooting IT related issue by remote user’s computer using remote desktop, dameware, VNC.
Pushing installer using the Run Advertise Program and SCCM, re-installation of this software over the computer and add into the system server.
Accept tier 2 role by assisting VIP issue or request, handling resolution priority 1 or 2 issue, manage to follow up on the support team or vendor, updates the Regional Account Manager (RAM) or Stakeholders in time we have a must issue, update the announcement board if necessary and cascade to all service desk.
Working with EPO server and check all the relative machine.
Sr. Servicedesk Specialist
May 2010 - January 2012
Maersk Global Services Ltd.
Conduct initial assessment analysis on reported request or incident by probing question, completing the detail information or screenshot before escalating to support group for fast resolution.
Provide user guide for simple configuration of outlook, or self service request such as password reset for particular support website.
Re-installation and upgrade of software such as SAP component, IBM Mainframe, MS Office (2003, 2007 and 2010) Adobe (reader or flash player), browser upgrade (Chrome, Mozilla, and Internet Explorer), Rightfax Capitaris, local/network printer driver, VPN software (VDI Quick and Manual Connect), Add-in and plug-ins for browser, CISCO soft phone and toolkit,
Configuring outlook mailbox, share mailbox, public folders, calendar, and creation of back up PST, repairing OST, re-profile, remove plug-ins, shared and configured mailboxes and calendars.
Troubleshooting IT related issue by remote user’s computer using remote desktop, Dameware, VNC.
Pushing installer using the Run Advertise Program and SCCM, re-installation of this software over the computer and add into the system server.
Accept tier 2 role by assisting VIP issue or request, handling resolution priority 1 or 2 issue, manage to follow up on the support team or vendor, updates the Regional Account Manager (RAM) or Stakeholders in time we have a must issue, update the announcement board if necessary and cascade to all service desk.
Provide account for new user, providing temporary password, move into correct organization unit in Active Directory, check display name, SMTP, contact detail, auto provision into exchange server, add/remove in distribution list or personal address list and update user profile.
Produce daily reports for management such as Ageing Report Analysis, Resolution Reports Analysis, and Reported Source Report.
Technical Support Engineer (Field Technical Engineer)
March 2007 – August 2009
Chase Technology Corporation
Conduct on-site support for field analysis for Point Of Sale Machine, Parking Machine, and type of printer machine such as barcode printer, POS printer, dot matrix, ink jet printer and barcode scanner, POS scanner, POS software, inventory software and parking system.
Provided over all implementation of POS machine and parking machine.
Provided on-site system update for POS software (retail, food, parking and hotel system)
Provide infrastructure services local area network.
Support through phone, or remote session for software troubleshooting.
Visual FoxPro and SQL Server 2005 configuration and troubleshooting.
Database management support under sequel and dbase IV.
Conduct time to time preventive maintenance for software and hardware checking peripherals.
Update users for hardware malfunction and recommend upgrades or replacement.
Conduct training for new users, how to use base on the manual.
Present software request by clients, testing and simulate the finished product.
EDP- Personnel (Data Controller and Technical Support Engineer)
June 2002 – February 2007
Credit Solutions Finance Resources and Investment Corp
Managing sets of databases users account and credentials, encoding, updating, database back-up, together with are technical support for dot matrix or ink jet printers, desktop computers, networking, antivirus, photocopying machine and facsimile. I also a junior programming handling FoxPro and Dbase IV, and Visual Basics.
Provided new system application for lending industry and Security of data and back-up.
Network all computers and equipment. Provide a reliable, updated information for our customers using the develop software. Provide easy access for my co-employee and alleviate manual functions.
EDUCATIONAL BACKGROUND
CSME
ITIL v3 Foundation – ITSM Cert. # 100577690
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Master of Science in Engineering major in Computer Engineering
36 units
CITY COLLEGE OF MANILA
BS Computer Engineering
CHARACTER REFERENCE:
Name
Company/Position
Contact Number
Timothy Bolton
DAMCO/Stakeholders
Venkatarishnan Natarajan
DAMCO/IT Regional Manager (APAC)
Akhil Jain
Service Delivery Manager/Tata Consultancy Services
Nervel Regalado
Confidential/Account Manager
Contact this candidate