Microsoft Office Support

WILFRED L. CERVANTES

ADDRESS: **** ********* ****** ** **** TX 77450

MOBILE: +1-281-***-****

E-MAIL: ************@*****.***

OBJECTIVES

To be able to use and share what I learned

To enhance my skills and further widen my knowledge

To gain more knowledge and experience

To be a disciplined and responsible professional

HIGHLIGHTS OF QUALIFICATIONS

Hardworking and can deal with challenging tasks confidently

Easily analyze broad and complex issues

Desire to earn more knowledge and new experiences

Willing to handle complicated tasks and situations

Can easily adapt and cope to any situation and environment

Strive to exceed expectations

Can speak and converse with English fluently

Willing to travel

TECHNICAL SKILLS

Information Technology Infrastructure Library v3 Foundation Certified

Knowledgeable in SAP ECC

Good analysis on Desktop, laptop, printer and network issues

Knowledgeable in Computer Hardware / Software Troubleshooting and Networking

Knowledgeable in Handling Wireless Connectivity problem

Knowledgeable in MS Office Applications and 365

Knowledgeable in Windows Operating Systems

Knowledgeable in rebuilding Windows roaming and local profile

Knowledgeable in Wireless Connectivity and configurations including wireless card and router configurations

Network and Local printer configuration and installation

Knowledgeable in mobile device email synchronization and PKI / Secure Email

Basic knowledge on Unix, Windows Active Directory and Exchange Server

Troubleshooting capable on Citrix environment

WORK EXPERIENCE

Superior Group

Desktop and Network Support (Tier 2) October 2015 - Present

Provides Tier 2 support for AT&T employees via phone, chat and email

Mainly uses Tivoli Remote Connect in remotely troubleshooting client computers and systems

Supports common software: Windows 7, Microsoft Office 365, Microsoft Office 2010 / 2013, McAfee Enterprise, etc.

Hewlett Packard Corporation

P&G L2 SAP Specialist October 2013 – June 2015

Provides Level 2 support for escalated issues from Level 1 SAP Specialist

Level 2 Incident Resolution Specialist for the Sales and Distribution module under the Procter & Gamble account (North America region)

Handle technical issues that are related to P&G’s Order Cycle in SAP perspective

Shell Global 2nd Level Support / Remote Desktop Management February 2011 – September 2013

(Desktop Engineer)

Provides Level 2 support for escalated issues from Level 1 Service Desk

Supports Shell employees around the globe

Handles complex issues escalated by Helpdesk

Mainly uses Windows Remote Access and Remote Desktop Connection for remote troubleshooting

Provides phone support for Shell employees with solutions to resolve computer issues from hardware, software, configurations and network

Supports Secure Email /PKI for Outlook and Blackberry

Supports Citrix environment and MOP issues

Handling Vasco/RSA tokens

TELUS International Philippines

Service Desk Analyst (Internal Support) April 2008 – January 2011

Analyze and troubleshoot any computer, printer, network, server and telephony issues for the company

Supports only internal TELUS employees from Canada, India, North America and Philippines

Provides phone support for internal employees with solutions to resolve computer issues from hardware, software, configurations and network

Basic modification of employee access for Windows and some applications

Password resets for a number of Applications

Windows operating system troubleshooting

Analyze switch and server issues

Troubleshoot MS Outlook. Configure and synchronize Blackberry

Uses Active Directory for Windows login password resets

Sitel (Formerly Client Logic Philippines)

Level 1 Technician (DELL Computers, Technical Support Professional) July 2006 – April 2008

Troubleshooting Dell desktop and laptop computers, all-in-one and laser printers and wireless local area network.

Provides phone support for clients with solutions to resolve computer issues from hardware, software and configurations

Give suggestions about hardware specifications and configuration base on customer needs

Provide best customer experience and service quality possible

Provides One Call Resolution to each of the customers Computer problem

Providing the best possible service to customers

Providing instructions to customers regarding Basic Networking

Helping customers about their Wireless connectivity

Supports clients from USA

RCBC (Service Excellence Department)

On the Job Trainee June 2005 - July 2005

EDUCATIONAL BACKGROUND

Tertiary Education DEGREE ON BACHELOR OF SCIENCE IN COMPUTER SCIENCE 2001-2006

AMA Computer University, Makati City

Secondary Education San Beda College, Manila 1997-2001

Primary Education Sta. Mesa Parochial School, Manila 1991-1997

PERSONAL INFORMATION

Date of Birth: October 14, 1985

Civil Status: Single

Nationality: Filipino

Height: 6’1.5 ft

Weight: 185 lbs.

Languages spoken: Filipino, English

Visa Status: Permanent Resident

REFERENCES

(contact information upon request)

Carlo Garcia (Team Leader / Coach, Jasmine Account)

TELUS INTERNATIONAL PHILIPPINES, Araneta Center Cubao, Quezon City

Ronald Somido (Team Lead / Coach, Dell Sitel Ortigas)

SITEL, Ortigas Center, Pasig City

Prof. Prescilla Coligado (Math PhD, AMA Computer College)

AMA Computer College Makati

I hereby certify that all the information contained herein is true and correct to the best of my knowledge.

Wilfred L. Cervantes

Applicant

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