Desktop Support Engineer
Resume:
BENJIE RAY TOGONON
**** ****** ****** #***, ********** CA, 91325
********@*****.***
JOB OBJECTIVE
I enjoy working in a fast-paced and highly motivating position where I can assist others while challenging and expanding my knowledge and understanding of the task at hand. I am seeking a position that will utilize my skills and offer the chance for advancement and allow me to gain additional skills and experience.
WORK EXPERIENCE
DESKTOP SUPPORT ENGINEER
Crawford & Company Inc.
2nd Floor, Three Techno Place, Megaworld Blvd., Corner Daytona Avenue
Manduriao Iloilo City, Philippines.
Dec 4, 2017 – March 21, 2023
Job Responsibilities:
Set up computers, IP phones, and printers for workstations and back offices.
Responsible for installing and testing tools and applications on computers.
Work side by side with the network team in setting up and configuring network equipment in our Data Center.
Patching of network cables from network switches to extension ports. Making sure that ports are up on all production floors.
Creating windows images to a bootable USB for re-image purposes.
Assist users with hardware and software issues.
Perform troubleshooting via remote connection or personal visit.
Maintain and upgrade equipment as needed.
Grant printer access to authorized users.
Work with existing vendors to evaluate new technologies.
Respond to ad hoc and urgent requests.
I advise our company admin and facilities staff of all IT-relevant deliveries.
Create and update an inventory for all IT assets and equipment.
I make floor maps of the site to have an overview of workstations and their corresponding port numbers.
Assist users with Citrix and VMware login.
IT OPERATIONS
Smits Inc
IBC GST Building, Quezon St., City Proper, Iloilo City Philippines 5000
January 2017 – March 2017
Job Responsibilities:
Ensures availability of telephone, desktop, and applications (Email, SMS, AD, and AV) being used by Agents, Team Leads, QA, HR, and Support personnel.
Site Troubleshooting and repair of all IT-related HW and SW (desktop, OS, IP Telephony, LAN)
Perform various computer-related problem handling to ensure the smooth day-to-day operation of the facility.
Set up computers including installation of Windows OS and other necessary software in accordance with the company policy.
Ensures all OS, and Anti-virus are up to date.
Ensures all computers are properly backed up and when necessary, restores a system from a backup.
Provides technical documentation if needed.
Install and set up new office equipment (printers, scanners, fax machines, copiers, etc.)
Daily monitoring, maintenance, and administration of all network devices, e.g., Routers, Switches, and Telephony systems.
Troubleshoot, resolve, escalating LAN and WAN performance, connectivity, and related network problems.
Coordinating and assisting in implementing network software and hardware upgrade.
Monitor system performance, and error logs.
IT ADMINISTRATOR
Transcom Asia
Amigo Mall Cor Iznart and Delgado St. 5000
Iloilo City, Philippines.
Nov 3, 1014 - April 11, 2015
Job Responsibilities:
•Support users in the business operation, support team, and the back offices within the Transcom Iloilo site.
•Monitor requests or incident tickets assigned under local I.T. and address them promptly.
•Answer I.T support calls and resolved them remotely if possible, or through I.T. visits if required. Normally troubleshooting client tools, Computer, or Avaya issues.
•Set up computers and Avaya for each station, assigning its extension number and joining it to the domain.
•Patching network cables from Network Switches to extension ports if there is a need for remapping.
•Managing computers and users in Active Directory, making sure computers and users are on the correct OU, and checking if users are in the correct group membership.
•Reset / Unlock the user's account in Active Directory.
•Update computers and test client tools whenever there is an update or new build in SCCM (System Center Configuration Manager).
•Update the network application as required.
•I advise receptionists or facilities staff of all relevant hardware deliveries.
•Maintain the IT Asset Management System ensuring that all assets are recorded and updated/removed when required.
SYSTEMS EXECUTIVE (UBS Helpdesk)
Cognizant
5th and 6th 5th floors, 8/10 Upper Mckinley Building, No. 10 Upper Mckinley
RoadMckinley Town Center, Fort Bonifacio
Taguig City Philippines 1634
June 3, 2013 – February 3, 2014
Job Responsibilities:
•Provide support to UBS (Union Bank of Switzerland) users from their logins, MS Outlook Email, and all software or applications that they are using.
•Accept calls and monitor tickets on the queue and deliver resolution within the SLA time.
•Provide chat support using LYNC and MindAlign.
•Assist users who are outside the UBS office via remote access and help them to connect to their Citrix account using their Smart Card and secured Token.
•Troubleshoot BlackBerry phones if clients are having issues with receiving their emails, if buttons are not working, or if the phone is faulty then I do process a replacement request.
•Reset their virtual machine using VSphere if users are experiencing latency or performance issues with their workstations.
•I also do AD-HOC duties if my supervisor is in a meeting.
SYSTEM ADMINISTRATOR (Salesforce CRM)
Stream Global Makati
12th - 17th Floor, PBCom Tower
6795 Ayala Avenue Corner V.A. Rufino Street
Makati City 1226 Philippines
Feb. 21, 2012 - March 21, 2013
Job Responsibilities:
•Provide support to clients to improve their systems.
•Provide information in response to clients’ queries in Salesforce.
•Verify of features that are being requested by clients are available in the Salesforce edition that they have.
•Workflow creation and assignment rules in Salesforce.
•Customize fields, page layouts, record types, reports, and dashboards in Salesforce.
•Maintain user roles, profiles, security rules, workflow rules, etc.
•Manage user accounts (e.g., New User Creation, User account de-activation, password reset, etc.)
•Follow up and make scheduled callbacks to clients when necessary.
IT SUPPORT EXECUTIVE (Belkin Router Support)
Cybernet Slash-Support (CSS)
5th Floor, Two World Square Bldg., Upper McKinley Road,
McKinley Hill, Fort Bonifacio, Taguig City, 1634 Philippines
Sept 15, 2009 –January 1, 2012
Job Responsibilities:
•Configure Belkin Router and USB Adapter for users.
•Assist users in accessing the GUI of their router for password setup and securing their wireless network.
•Assigning static IP address if users have gaming consoles such as Xbox, PS3, or Wii that they would like to connect to their network.
•Supports LAN connection
•Provide guidance and direction over the telephone to users having difficulties in connection to their wireless network.
MIS (Management Information System)
Micro Insurance
3rd-floor RCBC Savings Bank bldg., Luna St. Lapaz
Iloilo City 5000, Philippines
July 16, 2007 – March 15, 2009
Job Responsibilities:
•Install, configure and upgrade software, using standard business and administrative packages.
•Performing an everyday update on our security software (Norton AV) to all computers.
•Ensuring the network is online before the operation starts.
•Encoding all necessary information related to our clients.
•Responsible for forwarding client files needed by Claim Officer in charge.
•Filing and sorting of documents.
•Perform Ad hoc duties
TECHNICAL SUPPORT REPRESENTATIVE (ISP w/ Qwest Modem)
Teletech
Level 2, Robinsons Metro, Araneta Ave., Singcang
Bacolod City 6100, Philippines
November 05, 2006 – July 16, 2007
Job Responsibilities:
•Provide phone support for Qwest ISP customers.
•Assist users in configuring their modem and in accessing the GUI
•Configure their MS Outlook email to their AOL account.
•Perform line testing for users who lost internet connection.
•Process a technician dispatch if the issue is on the customer’s end.
•Perform a follow-up and make scheduled callbacks to customers when necessary
•As one of the supports, I assist my colleagues with their calls.
EDUCATIONAL QUALIFICATIONS
TERTIARY: Bachelor of Science in Information Technology
St. Paul University of Iloilo
General Luna St., Iloilo City
2002-2006
SECONDARY: Colegio de San Jose
E Lopez Jaena St., Jaro Iloilo City
1998-2002
PRIMARY: Colegio de San Jose
E Lopez Jaena St., Jaro Iloilo City
1992-1998
SKILLS and SOFTWARE KNOWLEDGE
•Salesforce CRM, Service-Now (Ticketing)
•Windows Server 2008 r2
•Windows XP and Windows 7/8, Windows 10
•VMware Workstation 10, Oracle VM Virtual Box, Citrix, VMware Horizon Client, Citrix XenApp
•Basic networking skills including TCP/IP, CISCO CCNA
•Microsoft Office 2003 onwards and other common desktop applications
•MS Exchange, Active Directory, Print Server (creation of users and groups, adding roles, access rights, and restrictions)-Set up LAN connection (Basic Networking)
•Remote control tools such as RDP and TeamViewer, MS Teams
•Awareness of all mainstream mobile technologies particularly in MAC and Android mobiles
CERTIFICATE:
•Salesforce System Administrator (201 Certificate)
•ITIL certificate (V3 Foundation)
TRAININGS:
Comptia A+
ITIL v3 Foundation
ITIL v4
Basic TCP / IP
CISCO
Cyber Security Basic
Data Privacy
CHARACTER REFERENCES:
MANUEL RAMOS
IT Manager
Crawford & Company Inc.
*****.*****@**.******.***
MARY EARL DARYL DUMARAOG
Operations Manager
Transcom Asia
JENNELYN DOMINGO
COGNIZANT
Senior Systems Executive
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