IT Support Help Desk

SILVERIO M. GUILLERMO

**** ****** ***. ********* *** Toronto, On M3M1J6

Mobile No.: +1-647-***-****

E-mail: ******@*****.***

OBJECTIVE:

To obtain a challenging and professionally rewarding position that will expand and utilize my IT technical skills, computer know-how and experiences while providing services and contributing towards the goal and mission of the company or organization.

CAPABILITIES & TECHNICAL SKILLS:

Understanding and working experience of LAN and WAN internetworking devices: Functions of internetworking, Linking and troubleshooting devices (Routers, Switches, Wireless AP and Gateways. Configuring routing IP addresses and subnetting.)

Working experience and knowledge with SolarWinds IT Monitoring and Management Application Software - Network Performance Monitor (NPM) and Network Configuration Manager (NCM) products.

Experienced Technical Support Engineer including experience with installation, service and administration of small to medium multi-server environment.

Working experience and knowledge of Windows Server platform (2003, 2008 R2, 2012 R2), Installation and configuration of services such as: Windows Active Directory, Group Policies, File and Print Services, DNS and DHCP FTP and Email Server roles.

Working experience and knowledge with IT troubleshooting (PC hardware/software, browsers, etc.)

Understanding of network protocols and network topologies – TCP/IP, DSL and Cable, ICMP, SMTP, FTP, HTTP, SNMP, Syslog and Traps, SSH, VPN, ISDN, T1, etc.

Working experience and knowledge with the installation and configuration of Microsoft Lync 2010 Instant Messaging server, Microsoft Hyper-V and Citrix XenServer virtualization environment.

Understanding of VMware vSphere Data Center Virtualization o Install, configure, and troubleshoot VMware ESXi 5.0/5.5/6.0 and vSphere environment with VirtualCenter (vCenter) management that runs on both Windows and Linux Virtual Appliance

o Build, configure and deploy VMs and templates

o VM snapshots and VM file backups

o VM memory and CPU controls

o Experience in iSCSI, VMFS and NFS DataStore

o Hands on experience on standard and distributed vSwitch o Perform hosts and storage vMotion

Understanding of many Operating Systems (Legacy Windows OS, XP, Vista, Windows 7, Windows 2003, Windows 2008 and 2008 R2 Server, Linux – Ubuntu).

Working experienced with Cisco - Linksys SOHO networking product setup and configurations, ATEN – ALTUSEN and IOGEAR products (Linksys wired and wireless routers, print servers, network attached storage devices, wireless access points, wireless networking adapters, networking hubs and switches, matrix KVM switches and Over the Net KVMs).

Knowledge with Microsoft Office programs (MS Outlook, MS Word, MS Excel, PowerPoint and Visio).

Hard working and persevere individual. Able to work alone or as member of team to accomplish goals.

Attentive to details and have the ability to multi-task multiple projects.

Experienced in a 24/7/365 work schedule environment.

Ability to learn and adapt new technologies and to solve problems utilizing various resources. EMPLOYMENT HISTORY:

Sykes Asia Inc.

3rd Floor K-Pointe Bldg. 23 Gilmore St. corner Aurora Blvd. New Manila Quezon City, Metro Manila, Philippines

March 2015 to July 2015

Job Description:

AT&T BVOIP Tier 2 Support Helpdesk (March 2015 to July 2015)

Actively diagnose and troubleshoot VOIP related technical issues for AT&T Business US-based customers.

Proactively monitor customer’s CPEs Network utilizing network monitoring tools.

Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.

Escalate or handoff tickets to appropriate group or center.

Utilize tools available – manuals, web-based documentations and tools, and lab. Synnex-Concentrix Inc. (Formerly Link2Support Inc.) 4thFLR. Techno Plaza Two Bldg. Eastwood City, Libis, Quezon City, Metro Manila, Philippines February 2013 to November 2014

Job Description:

Server and Application Engineer - SolarWinds (February 2013 – November 2014)

Respond to and/or initiate SolarWinds Application (NPM and NCM) technical troubleshooting sessions with customers – via phone, email and remote session.

Interact with customers at all levels, demonstrated ability to communicate with both the very basic users to the technically advanced users (Network Administrators, System Administrators).

Manage and work with support tickets per industry best practices utilizing existing CRM systems.

Effectively communicate technical information to both technical and non-technical customers.

Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines.

Contribute to our Knowledgebase (author and edit knowledge base articles).

Maintain working lab systems to facilitate reproduction of customer issues.

Reports to Technical Support Manager and performed other related duties as appropriate and required.

Stellar Philippines Incorporated

24thFLR. MDC 100 Bldg. E. Rodriguez Jr. Ave. corner Eastwood Ave. Libis, Quezon City Metro Manila, Philippines

March 2011 to November 2012

Job Description:

IT Technical Support Engineer (August 2011 – November 2012)

Managed and monitored all running virtual servers from Microsoft Hyper-V and Citrix XenServer virtualization host.

Managed multi domain Windows Active Directory infrastructure including user account management, groups, group policies and OU structures.

Managed daily and weekly backups of all infrastructure servers (physical and virtual Servers) using HDPS (CommCell).

Managed, deploy anti-virus clients and oversee McAfee ePO server and Symantec Endpoint Protection Manager Server operation.

Performed and document system operations, create work instruction manuals regarding system installation, configurations, troubleshooting and root cause analysis for any outages and issues.

Worked with team of Support, Systems and Network Engineers to maintain uptime, consistency and performance.

Participated in IT project activities (migration of IT infrastructure or providing IT services with the company’s partners and subsidiaries).

Technical Support Staff (March 2011 – August 2011)

Performed delegated basic server activities – AD account management, creation of group policies, providing file and print access permissions.

Performed day to day IT activities and task to support business operations.

Provided PC desktop, application installation and network troubleshooting.

Assist with Systems and Network Engineers to fix any critical IT issues that may disrupt business operations.

Synnex-Concentrix Inc. (Formerly Link2Support Inc.) 5thFLR. Techno Plaza One Bldg. Eastwood City, Libis, Quezon City, Metro Manila, Philippines November 22, 2004 to March 14, 2011

Job Description:

Level 2 - Senior Technical Support Specialist (January 2010 – March 2011)

Provides 2nd Level Technical Support on Satellite internet service from Wildbue and DISH Network Satellite TV over the phone.

Troubleshoots Broadband connectivity issues regarding DISH HDTV SDTV receivers for home entertainment and TV everywhere through DISH remote access. Level 2 - Senior Technical Support Specialist (June 2009 – January 2010)

Provides 2nd Level Technical Support assistance concerning Broadband and VOIP Linksys Products for WAN and Internet connection. Supported wired and wireless A/B/G/N VOIP Routers, Switches, Print Servers and other special adapters for Linksys Service Providers.

Troubleshoot DSL and Cable internet connectivity with Linksys Products over the phone. (wired, wireless routers and VOIP networking products)

Senior Technical Support Specialist (April 2009 – June 2009)

Provides Technical support assistance for Perimeter e-security customers regarding e-mail client configuration i.e. (Microsoft Outlook Express, Outlook 2003, Windows Mail, Thunderbird, Mac Mail, etc).

Manage and maintain e-mail accounts for NET Address customers. Senior Technical Support Specialist (March 2008 – April 2009)

Provides Technical Support concerning IOGEAR / ATEN / ALTUSEN Enterprise Products – Multi port KVM switches; matrix KVMs; IP-based KVMs or KVM over the net and power over the net products, video splitters and extenders.

Provides ATEN/IOGEAR Technical Support and IOGEAR Pre-sales Support through voice, e-mail and chat support.

One of the assigned Point Persons for IOGEAR Team - Supervises, assists and addresses agents’ concern regarding IOGEAR technical issues that they encounter during a call.

Manages and monitor agents' aux breaks through CMS monitoring.

Point of Escalation - Processes escalation request, call back request, RMA request and other requests concerning IOGEAR and ATEN devices to IOGEAR Design Team. Technical Support Specialist (March 2006 – February 2008)

Provides Technical Support concerning IOGear products – IOGear KVM switches; Bluetooth devices; Hard Drives(IDE and SATA); Memory Card Readers; Network Storage and Print Servers; Computer Peripherals(USB, FireWire, wireless keyboards and mice); and other IOGEAR Devices.

Provides technical assistance to customers through chat and e-mail support through ticketing system

(IOGEAR web forms).

Provides technical support for North American clients through voice support. Technical Support Representative (November 2004 – March 2006)

Specializes in the field of LAN, WAN and Wireless Area Networking (802.11 a/b/g/n technologies).

Provides first level technical support installation and troubleshooting regarding DSL and Cable internet connection using Linksys Products (wired and wireless networking devices – Linksys routers, switches, network adapters and hubs) through voice support. TRAINING/SEMINARS:

CCNA Cisco 1: Networking Fundamentals CCNA Cisco 2: Routers and Routing Basics Cisco Networking Academy Cisco Networking Academy

Mapua Institute of Technology Mapua Institute of Technology Makati Campus, Philippines Makati Campus, Philippines ATEN/ALTUSEN Product Support Training Cisco - Linksys Network Product Training IO-Gear Product Support Training Computer and Networking Essentials IO-Gear Pre-Sales Support Training Synnex-Concentrix Inc. Synnex-Concentrix Inc.

Pneumatics Technology and Principles Hard Disk Drive Manufacturing SMC Pneumatics Philippines. Hitachi Inc.

Calamba, Laguna Philippines Binan, Laguna Philippines November 6, 2002 November 5, 2002

EDUCATION:

College Bachelor of Science in Computer Engineering, 1998-2003 College of Engineering, Mariano Marcos State University, Batac City, Ilocos Norte Philippines

Secondary San Nicolas National High School, 1994-1998 San Nicolas, Ilocos Norte Philippines

Elementary Filipinas Elementary School, 1988-1994

San Nicolas, Ilocos Norte Philippines

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