Technical Support Microsoft Office
Resume:
EUGENE BELARMINO PAGUNSAN
Work Experience
I*s Business Solution May 2015 – Up to present
12F BPI Buendia Center
IT Helpdesk
Project for IBM & BPI
Provide assistance for incoming call from BPI Head office & BPI Branches
Answer user’s inquiry over the phone and transfer support time concern to computer operators also, conduct outbound call.
Create ticket using Maximo DB tools and forward to 2nd level or application support for assistance. Conduct call & conference with support team for critical issues.
Monitor branch connection status and create ticket for checking report internet provider for onsite visit and join testing for router issue.
Conduct 1st level support to assist user also, response to incoming emails using Lotus Notes with TAT (turn around time) of 2hrs.
Conduct remote on user’s PC using Tivoli for FCR (First call resolution) and create tickets escalate to 2nd level support depending on the concern.
CURO TEKNIKA Nov. 2012 – April 2015
6flr. Smart Tower 1 Ayala Avenue, Makati City
IT Helpdesk
Assist all SMART Communication employee’s concern
Conduct Remote assistance & Remote desktop for installation 3rd party application life iTunes, Adobe reader etc. as well as smart application for work related also, response to email either inquiry or technical concern.
PC Cleanup if client want to purchase the unit depending on the warranty, Setup unit if client’s laptop/PC is already arrive and Reimage Operating System if not able to thru troubleshooting also, joining PC/Laptop to domain.
Troubleshoot Wi-Fi if not able to connect and configure Wi-Fi access.
Installation of Network & Local printer as well as troubleshooting.
Resetting & unlocking user’s account if client forgot the domain password and unlock if they not able to login.
Escalate hardware concern to other group for checking if the hardware is defective.
Provide guides and configure email on device.
INFOCOM TECHNOLOGIES Nov. 2009 – Dec. 2011
6th floor Citimotors Building Corner Pasong Tamo
Chino Roses, Makati City
Technical Support Representative
Handling DSL account Supporting client's concerns and complaints regarding technical concern verifying connection problems such as slowdown, intermittent connection, browsing problems and connection problems. Verifying connection with the use of the modem like zyxelP600, Alcatel, Dare Global, Nokia, Conducting remote testing over the phone.
Handling Telephone Repair, create report due to no dial tone from the telephone and forward for line testing when line was not resolve within 24hrs we requested for a technician visit for actual testing.
Products and services provide inquiry of company products how to avail and any promos and freebies, and also create service order for the new application
Billing concern provides billing adjustment due to non-service, provide breakdown of charges, and also process reconnection of service.
Skills
Knowledge in Computer Repairs, Hardware Installation and Software Installation, Maintaining Computer in good Condition.
Troubleshooting, Cabling, Networking, Router Configuration
Efficient knowledge in Windows 98/98se /Windows2000, Windows XP Windows7, Windows Vista/Win7, Mac OS, Email Support as well as Microsoft Office Program such as (Word, Excel, and PowerPoint, Microsoft Outlook)
Course
Diploma in Computer & Electronic Technology
Education
MFI Foundation, Incorporated
MFI Building, Ortigas Avenue, City of Pasig, Philippines
Introduction to Oracle 9I: SQL
Dates attended: Aug 27-Oct 10, 2010
System Technology Institute
Boy & Zeny Bldg. Old National Hi- way San Antonio,
San Pedro Laguna
Dates attended: From 2005 – 2007
Pedro E. Diaz High School
Alabang
Dates attended: From Date – 1997-2001
Delegate Angel Salazar Memorial School
San Jose Antique
Dates attended: From 1991 – 1997
References
JC Cabada Team Lead
12F BPI Buendia Center
I hereby certify that above information is true and correct to the best of my knowledge.
Eugene B. Pagunsan
Applicant
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