Technical Support Active Directory

HENDRYK DAVE C. LIBIRAN

Email: ********************@*****.***

Address: **** **. *********.**** *** Rosario Pasig City

Mobile Number: 091********

Objective:

To be able to contribute to the success and development of the company through the utilization of my knowledge, skills, experience and capabilities.

Educational Background:

Tertiary:

ALDERSGATE COLLEGE

Solano, Nueva Vizcaya

BS Nursing (Undergrad)

2003-2005

SAINT MARY’S UNIVERSITY

Bayombong, Nueva Vizcaya

BS Nursing (Undergrad)

2001-2003

Secondary: IMMACULATE CONCEPCION SCHOOL

Banaue, Ifugao

1996-2001

Primary: San Jose CITY ELEMENTARY SCHOOL

San Jose City, Nueva Ecija

1990-1996

Trainings/Experiences:

Chinatrust Bank

Credit Cards

PB com tower

Makati City

Team lead

April 2006 - Nov 2008

Job description

Coaching

Handling escalation

Making programs and activities to boost teams’ confidence

Reporting individual and teams’ performance daily, weekly and monthly.

One global solution

Antel Global bldg.

Ortigas Pasig City

Time Share

NOVEMBER 2008 – AUGUST 2010

Team Lead

Job description

Quality audits

Coaching

Handling escalations

Distribute reports to appropriate personnel

Create reports to update the company on teams progress

Develop a strategy that team can use to improve and reach clients goal

Monitoring individual performance

Manage a flow day to day operation

Schedules and provide training to team members if needed

Listening to teams feedback and concerns

Create tactics and programs to motivate team members

Hinduja global solution

E Rodriguez Jr ave

Brgy.Ugong Norte Libis

Quezon City

Sony account

Technical Support Representative

September 2010 – march 2011

Job Description

Troubleshooting of smart tv’s

SME – floor walker

Handling Escalation

Sitel Philippines

25th floor Cyber One Bldg

Eastwood ave,Eastwood City

E.Rodriguez Jr. ave

Quezon City

Technical Support Representative L2

May 2011 to may 2013

Dell Xps account

Job description

Provides real-time technical support to agents on production floor.

Handles general questions, complaints and troubleshooting networking related issues on all Microsoft Operating system environments (XP, Vista, and Windows 7).

Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints.

Communicate with customers through telephone.

Resolves customer’s issue according to guidelines established by the company.

Sitel Philippines

25th floor Cyber One Bldg

Eastwood ave,Eastwood City

E.Rodriguez Jr. ave

Quezon City

Billing

Pitney Bowes

Job description

L2 billing analyst

Handling billing inquiries

Handling Escalations

Relaying updates to the team

ARVATO BERTELSMANN

GOOGLE ACCOUNT

BILLING (Billing Specialist)

May 10, 2013 to November 8, 2013

Job description

Back office

Email and chat support

Handling technical and billing inquiries

ATOS INFORMATION TECH INC

Service Desk Specialist

OIC/Service desk Analyst Level 2

November 11 2013 to June 8 2015

Accounts handled in ATOS

Citizen’s Financial Group, Coca – Cola, and MetLife

Job description

Handles escalations from Tier 1 for issues with Outlook 2010, Lync, SharePoint and Airwatch.

Familiar with ADSI, PowerShell, Active directory, CMP portal, Airwatch admin portal,

Provides real time assistance to Tier 1 support.

Mange request and incident tickets to secure the SLA of our team.

Coordinates with software vendors and partners such as Go Mobile and Microsoft to improve team’s knowledgebase.

Attends conference call with the escalation managers for process and technical improvement,

Familiar Active directory

Handles password reset to their Windows credentials and to some business applications

Supports company and personal mobile phone of Coke employees in setting up and troubleshooting Airwatch.(MDM) in multiple platforms Android and iOS

Provides basic troubleshooting to SAP including some of its business applications including mainframes.

Handles request and incident tickets and also deals with misrouted tickets.(Admin task)

Supports Blackberry enterprise activation and troubleshooting.

Supports network connectivity issues for computers, printers, mobile and VPN.

Handles hardware setup for desktop, laptop and printers.

Supports Hardware, software, network and VPN(Juniper) issues to Metlife employees including some of its business unit.

Handles password issue, synchronization issues with different mobile device such as Iphone, Droid and Windows phone.

Engage with network related issues.

Unisys Philippines, ltd

Unilever Account

Service Desk Analyst

June 8 2015 to present

Job Description

Handles Active Directory, Outlook Issues, Software and hardware issues.

Supports Company and personal mobile phone

Supports Hardware, software, network and VPN

Supports network connectivity issues for computers, printers, mobile and VPN Handles password issue, synchronization issues with different mobile device such as Iphone, Droid and Windows phone.Engage with network related issues Handles password reset to their Windows credentials and to some business applications

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