Service Customer

ALLAN L. CASTAÑEDA

Mobile Number : +63-099*-***-****

E-mail: **************@*****.*** * Notice Period : Immediate

HIGHLIGHTS OF QUALIFICATIONS

** ***** ** *********** ********** in Information Technology

Profound experience in Hardware and Software, POS, Data Center,

Facilities Management and Telecommunication.

Proficient in MS Office, Anti-Virus, Lotus Note, Security and remote desktop tools

Solid understanding of switches, hubs, servers, tape backup\library and patch panels

Solid networking knowledge on LAN, WAN & Wireless.

IT skills in both Windows and Apple environment.

Knowledge in Windows domain and active directory ( Win 2008 / Win 2012 R2 )

Knowledge in remote access software\applications.

Disk Imaging and backup solutions with Ghost, Acronis & Backup Exec.

Good knowledge in setting up printers / scanners / multifunction

Good knowledge in Windows Image Deployment Services (WDS Server)

Break-fix and deployment of laptops, desktops, tablets, mobile & desk phones

installing and downloading appropriate software

Determining software and hardware requirements to provide solutions to problems

Responding to inquiries about software and hardware problems

Implementing computer networks

Repairing and replacing peripheral equipment such as terminals, printers and modems

Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, networking and maintenance

In-depth knowledge and understanding of numerous software, hardware and operating systems

Easily identify and resolve technical issues and concerns.

Able to work under pressure and multi task

PROFESSIONAL EXPERIENCE

NOC / Team Leader / Shift Leader

SMITS (San Miguel IT Solution)

Bell Telecommunication

PHILIPPINES

March 1, 2016 to Present

Created, enhancing and maintaining NOC PORTAL. Intranet-based that specially designed that brings information together in just one page.

Supporting my team manager and ensure that the team manage the incidents effectively and efficiently.

Attending team meeting bi weekly.

Reviewing incident and service requests to address it accordingly.

Strategize with fellow NOC engineers and other engineering teams on complex problems.

Identify gaps and create solutions with Net Ops operation and other groups.

Manage duty schedule.

Monitoring of network elements (switches, routers, Access points)

Submitting daily, Weekly and Monthly Report to the Team Manager

Logging of Network Events and Alerts

Documentation of Logical Network Diagram, Physical Network Diagram Topology, Port Assignment, Rack diagram.

Assisting AD Team with AD Account Issues and IP and MAC Address Reservation

Assist End User Support (PC, laptop troubleshooting and connectivity)

Guest WIFI Creation

Management of break fix and scheduled activities

Firewall and Proxy Coordination

Vendors, partners and contractors management (supervision & assisting)

Preparation of work permits

Service request fulfillment

Incident management

Network cabling management (workstations & LAN rooms)

LAN rooms management

Service Level Escalation (Coordination to Third Party Service Provider, Coordination of returned defective devices)

Escalation, coordination and monitoring of resolution of incidents to third-party service

providers such as telecommunication providers and original equipment manufacturers

including their designated authorized service provider

Troubleshooting, diagnostics and resolution of network issues

Preparation of Activity or Incident Reports

Associate Data Centre Engineer II / NOC / Shift Leader

SingTel (Singapore Telecommunication)

SINGAPORE

October 17, 2011 to July 17, 2015

Provide 1st, 2nd and 3rd level support

Circuit testing and troubleshoot network connectivity (LAN, WAN, Metro-E, E1, Gigawave, MegaPop) (BGP, EIGRP, OSPF, RIP, IPVPN)

Ensure that trouble tickets are regularly updated with meaningful technical analysis.

Perform data centre / computer operations (batch processing, printing reports, tape back up, server reboots, facilities and infrastructure checks in the data centre)

Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party vendors, handling escalation through to resolution through joint investigation with other network operators and contractors

Monitoring of servers, systems & networks on an 24 X 7 basis

Operate, monitor, maintain, and respond to abnormal conditions in facilities systems.

Ensure physical security procedures are followed strictly.

Making maintenance schedule (CRAU\FCU, Water D, FM200, Laser Smoke Detector, PA system, UPS, UPSSB, Battery, Thermal Scanning for UPS, UPSSB and PDU, CCTV, for all customers)

Data submission for Daily, Weekly & Monthly summary report

Assisting, Escorting and Supervising contractor and vendor during maintenance servicing, ADHOC.

Uploading request access by customers.

Negotiating with contractors and other service providers

In-charge in Disaster Recovery related activities and in Preventive Maintenance activities

Helpdesk / Data Centre Operator

NCS PTE LTD (National Computer System) \ Changi General Hospital

SINGAPORE

December 6, 2010 to October 6, 2011

Provide 1st, 2nd and 3rd level support

Working with customers/employees to identify computer problems and advising on the solution

Logging and keeping records of customer/employee queries

Perform day-to-day data centre / computer operations (batch processing, printing reports, systems backup, tape management, server reboots, facilities and infrastructure checks in the data centre)

Pro-actively monitor the data centre systems’ uptime and connectivity to ensure system availability to prevent any down time, and coordinate problem resolution with vendor or second level support groups.

Assisting and helping the administrators during scheduled and escalate the problem properly to appropriate 2nd level support during unscheduled downtime

To log and submit problem management record and assigned to appropriate party

Ensure physical security procedures are followed strictly

Analyze, diagnose and perform face-to-face troubleshooting for end users on any IT related problems

Set up, installation, configuration and provide hands-on troubleshooting on desktops, laptops, printers and IT peripherals

Perform cloning using software’s’ such as Norton Ghost or Acronis

Installing, Configuring, troubleshooting and upgrading of MS Outlook/Lotus Notes Client

Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

1st level support in Active Directory, Citrix, SAP, Trendcare, AEPSS, INTRANET, etc.

IT / Asst. Technical Engineer

Caribou Coffee (Al Sayer Retail Establishment)

Internet City, Dubai UAE

July 27, 2008 to July 31, 2010

Handling, updating and editing prices of POS (Point of Sales Machine IBM and Posiflex) with POSITOUCH software of all outlets

POS system support

Handling incoming call and provide 1st and 2nd level support for all hardware and software issues of desktops and POS.

Provide support via REMOTE using remote desktop tools and VPN /port forwarding

Perform technical support, including troubleshooting of desktops, POS, laptops, printer and networks

Provide helpdesk service to end-user, troubleshooting issues related to hardware, applications, networks and emails

In-charge in CCTV - security camera of all the shops (troubleshooting and installation)

Handling all IT stuff

Purchasing of IT products (Processing Quotation & Invoicing )

VPN, WAN, LAN installation and troubleshooting (Printer Mapping and networking)

Configuring a Network technologies like Cisco devices (switches/Routers)

Perform all support and maintenance functions

Provide troubleshooting in MS Applications

Visit and inspect the equipment once a month or if needed

CERTIFICATIONS/TRAINING

CCNA (CISCO CERTIFIED NETWORK ASSOCIATE)

ITIL (I.T. INFRASTRUCTURE LIBRARY) – VERSION 3 FOUNDATION

CDCP (Certified Data Center Professional)

ITIL I.T. INFRASTRUCTURE LIBRARY - AWARENESS

Achieving Excellence in Customer service Workshop

PROJECT A POSITIVE AND PROFESSIONAL IMAGE

PROVIDE GO-THE-EXTRA-MILE SERVICE

Managing Challenging Customers Workshop

Best Support Employee for the year 2009

(Al Sayer Retail Establishment)

Seminar – PC Software and Hardware Installation with Networking

Held on March 8-9, 2003 at AMA UNIVERSITY Iloilo City

Workshop on secrets of WIN 98, RED HAT LINUX Version 7 and basics of oracle

Held on March 28-30, 2001 at AMA CLC Bldg. Kalibo, Aklan

EDUCATION

Tertiary: AMA Computer Learning Center (Aklan, Philippines)

Course: Computer System Technician

Bachelor Degree: AMA University (Iloilo Campus, Philippines)

Course: Bachelor of Science in Computer Engineering

Contact this candidate