IT Enthusiast IT Analyst Service Desk Desktop Support Engineer

ADAM CASEY RAMOS PASTRANA IT PROFESSIONAL

PERSONAL SUMMARY:

Highly motivated IT Professional with 8 years of experience in providing comprehensive technical support to end-users, expert at resolving hardware, network issues and utilizing advanced resolution procedures. Adept at managing technical support operations and process improvement with a history of implementing new procedures and technologies.

HIGHLIGHTS:

Team Leadership ITIL Service Management Vendor Relations Testing & Troubleshooting Preventive Maintenance Problem Diagnosis Highly Analytical User Training and Support Quick Learner Can-Do-Attitude

CAREER SUMMARY:

March 19, 2015 – Present - Material Planner/IT Technical Support Al Yamama Company Saudi Aramco Oil & Gas

Outline: Reporting directly to the Project Manager and dealing with Engineers for material request. Implemented a workflow process for all material request for all maintenance ticket, materials inside/outside projects at Saudi Aramco, operation materials forecasting and maintains computer network/peripheral.

Coordinate operation, engineering and purchasing to meet customer’s satisfaction.

Schedule material supply to meet the agreed SLA of all maintenance tickets and inside/outside projects deadline.

Day-to-day order management and tracking material delivery from suppliers.

Follow up suppliers and procurement team to avoid material shortages that affect operation.

Monitor and forecast all operation materials and identify all areas of improvements

Implement all process to meet Saudi Aramco standard and continuous improvement initiatives

Achievements: Effectively delivered 1500 request per year and reduced material handling cost. Resolved existing procedure flaws and achieved a near-perfect work attendance record for 2 years.

July 1, 2012 – March 15, 2015 - Desktop Support Engineer Phil-Data Business Systems PMFTC Inc.

Outline: Providing extensive technical support at Mindanao of 8 branches sales offices. Leading the team consists of 6 local support in 8 district.

Install, upgrade, support and troubleshoot Windows OS Image, authorized applications, hardware and software.

Responsible 2nd level support for windows-based application, mobile phone, remote access and email support

Work together with local, regional/global IT support, IT Vendors/Suppliers teams for the resolution of incident to provide quality and timely support services.

Trained end users on the utilization of newly deployed software packages and new technologies system operation.

Mass desktop upgrade using PXE, OSDT and SCCM 2012 configuration.

Take Lead & Subject Matter Expert (SME) for the solution of IT related issue & company process to solve the incident.

Documenting case studies and relevant IT processes and procedures, and adding to the knowledge base of the organization

Achievements: Successfully completed major systems update within a tight deadline and earned a promotion to lead 6 members of the region.

July 1, 2009 – June 30, 2012 - On-Site Engineer / IT Consultant Global Quest Consulting Group Philip Morris International

Outline: First OSE assigned to support Mindanao 7 Sales branches.

Monitoring of Philip Morris Philippines Depot and Distributor Sites.

Handling client phone inquiries as well as resolving problems through phone, E-mail, chat, and provide on-site troubleshooting.

Resolves those incidents/service requests within agreed SLA.

Network reporting, documenting issues, coordinate network activities with OBS, provide design & implement network infrastructure.

Responsible for end-user training (new system/hardware deployed, etc.)

Acheivements: Met deadlines consistently in all major deployments. Featured OSE in 2011 released magazine of the company.

August 2008 – June 2009 - Lecturer/Hardware and Software Coordinator Informatics Computer Institute, CDO

Outline: Full-time lecturer handling day and night classes for professionals wants to learn computer operation.

Introduced students to computer software and hardware.

Operated and maintained computer hardware and purchased new software.

Taught five courses per semester (Computer Basics, PC Hardware, Networking, HTML, Adobe Flash/Photoshop)

Recommended the Institute manager to purchase training equipment.

Achievements: Prepared new advanced study materials for undergraduate students and implemented new teaching device.

PROFICIENCIES:

Platforms: Windows 7/8/10/2012 R2, Linux (Slackware/Kali/Ubuntu)

Process Flows: ServiceNow (SNOW), SD4, CMDB (Asset Management), ITIL process

Software: VMware,Hyper-V, AntiVirus, PC Tools Firewall Plus, SharePoint, Wireshark, MSSQL, SAP, Photoshop

Freelance: PPC & CPA ADS, HTML5, CSS3, Internet Marketing, SEO, Web Crawler, Photoshop, Bootstrap

Services: Active Directory, SCCM 2012, OSI, DNS, TCP/IP, SMTP, FTP, HTTP, LDAP, Routing and Switching, Subnetting Cabling, Cacti, MDM

PREVIOUS CAREER HISTORY:

January 2008-March2008 - Technician and Salesman PC Trice Computer System, CDO (Branch)

November 2007-February 2008 - Computer Technician Open Source Computer System, CDO (Main Branch)

ACADEMIC QUALIFICATIONS:

2004 - 2008 - Mindanao Polytechnic State College - Bachelor of Science in Information Technology

Major in Computer System and Networking Stream

2000 - 2004 - Liceo de Cagayan University - Secondary

CERTIFICATION:

Cisco Certified Networking Associate (CCNA) – JUNE 13, 2008

SEMINARS:

Effective Leadership - Saudi Aramco, Al-Midra Tower Building

Advance Leadership - Saudi Aramco, Al-Midra Tower Building

Soft Skill Training, ITIL and IS Security Training – PMFTC Inc.

INTEREST

Stock Trades, Investments, Skill Improvement, Technology, Motorcycles

REFERENCE:

Available upon request

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