Technical Operation Engineer

Jerome Carbonell Ferrer

**** ******** ***, *******, ******* Bulacan

Mobile Number: +639*********

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

Experienced:

Experienced Technical Operations Engineer with 9 years of expertise managing and maintaining technical infrastructure for optimal performance and reliability. Skilled in implementing and monitoring systems for efficient troubleshooting and collaborating with cross-functional teams to design and deploy new technology solutions. Provides technical guidance and support, including training and documentation, to internal teams.

Directory Service & O365 Support Engineer

Company Name: Pactera Technology International Limited Date Employed: Sep 2015 – January 2023

Position: Technical Operation Engineer

Employment Duration 5 yrs

Location: Caobao road, Shanghai, China

MS Office 365 Cloud- Exchange Online / MS Office 365 Cloud- Exchange Online / Azure / Exchange Server / Iaas / Saas / GPO Exchange Server / Iaas / Saas / GPO

- Performed cross platform audits of Active Directory (AD) objects and user permissions.

- Managed User Accounts on WindowsNT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access). Software deployment.

- Developed organizational units in Active Directory (AD) and managed user security with group policies.

-Managing : AD,GPO, DHCP, DNS, SMTP, SCCM, EAC on O365.

- Created and maintained email addresses and distribution lists in MS Exchange.

- Compiled data to assist technical writers with IT new hire manuals and prepared data to report to testers for system enhancements.

- Troubleshooting and configuring MS Office 365 system,

- Communicate with staff or clients through a series of actions, either email or over the telephone to help troubleshoot or resolve exchange online related issues;

- Responding within agreed time limits to call-outs;

- Working continuously on a task until completion (schedules follow up to monitor customers issue);

- Prioritizing and managing many open cases at one time;

- Supports and above average understanding of Mail Flow, Active Directory, PowerShell, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration,

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Technical Support Engineer

Company Name: Microsoft China

Dates Employed: Apr 2015 – Sep 2015

Employment Duration 6 Mnths

Location: Dongchuan, Shanghai

MS Office 365 - Exchange Online / Exchange Server- Technical Support Engineer - Microsoft

- Supports Exchange Online

- Troubleshooting and configuring MS Office 365 (Exchange Online) systems and applications;

- Communicate with staff or clients through a series of actions, either email or over the telephone to help troubleshoot or resolve exchange online related issues;

- Responding within agreed time limits to call-outs;

- Working continuously on a task until completion (schedules follow up to monitor customers issue);

- Prioritizing and managing many open cases at one time;

- Supports and above average understanding of Mail Flow, Active Directory, Powershell scripting, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration. MOTION GLOBAL

Zhabei District, Shanghai, China

Nov 2013 – June 2014

MERCHANDISING COORDINATOR/ CUSTOMER SERVICE REPRESENTATIVE PRIMARY RESPONSIBILITIES (Merchandising Coordinator)

Data searching on supplier online databases, company official websites, competitor websites, as well as PDF/ Excel documents given to Motion Global from suppliers/ distributors.

Obtain photos for all products and edit them in Photoshop/Light room when necessary.

Ensure all the information (including Model number, color, pricing, etc.) and photos are accurate.

Updating Website content

Support Merchandising Manager and Website Content Team Leader. MOTION GLOBAL

Zhabei District, Shanghai, China

Aug 2011 - Nov 2013

CUSTOMER SERVICE REPRESENTATIVE (Night Shift)

PRIMARY RESPONSIBILITIES (CUSTOMER SERVICE REPRESENTATIVE)

Resolve customer complaints via phone, email, mail, or social media.

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling or request for callbacks.

Cancel or upgrade accounts.

Assist with placement of orders, refunds, or exchanges. Advise on company information.

Take payment information and other pertinent information such as addresses and phone numbers.

Place or cancel orders.

Answer questions about warranties or terms of sale.

Act as the company gatekeeper. - Suggest solutions when a product malfunctions.

Handle product recalls.

Attempt to persuade customer to reconsider cancellation.

Inform customer of deals and promotions.

Sell products and services.

Utilize computer technology to handle high call volumes.

Work with customer service manager to ensure proper customer service is being delivered.

Close out or open call records.

Compile reports on overall customer satisfaction. TELEPERFORMANCE

Pasig City, National Capital Region (Manila), Philippines Jun 2008 - Jul 2011

TECH SUPPORT/ ESCALATION/ DISPATCH REPRESENTATIVE

(VERIZON DSL)

Tier 2 Dsl, Technical Support

Installation and maintenance of Internet equipment, including routers/switches and network cabling.

Dispatch Team/Autodialer

Point of Contact, Subject matter expert

Responsible for scheduling on-site technicians, contacting various offices to conform to client's availability and rescheduling.

Retention, Technical Support

Solve technical and account issues to ensure customer satisfaction. Contacting maintenance control offices near the customer's location for testing and maintenance.. TELEPERFORMANCE

Pasig City, National Capital Region (Manila), Philippines Jul 2006 - Jun 2008

TECHNICAL SUPPORT REPRESENTATIVE

PRIMARY RESPONSIBILITIES (VERIZON HSI ACCOUNT)

Receive calls from Consumers

Provide Technical support/solution to internet connection of subscribers such as signal problem and hardware connections.

Assisting clients with PC, Email, Browser, DHCP and TCP/IP configurations.

Assisting clients with wireless connections.

Schedule clients for connection maintenance.

Provides technical support to customers regarding equipment.

Communicates with customer on the phone or via written correspondence to provide information and assistance on product use, hardware or software problems.

Checks mail, fax and email to provide customer assistance.

Operates computer/on-line guidelines for the purpose of responding to customer inquiries on function or replacement of defective parts.

Resolves customer issues on the first call/contact whenever possible without having to transfer caller.

SITEL PHILIPPINES

Pasig City, National Capital Region (Manila), Philippines Oct 2005 - Jul 2006

TECHNICAL SUPPORT REPRESENTATIVE

PRIMARY RESPONSIBILITIES (T-MOBILE ACCOUNT)

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

Diagnose and resolve mobile issues involving internet connectivity and more. - Follow standard processes and procedures.

Identify and escalate priority issues per Client specifications.

Redirect problems to appropriate resource.

Accurately process and record call transactions using a computer and designated tracking software. - Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

Organize ideas and communicate oral messages appropriate to listeners and situations.

Follow up and make scheduled call backs to customers where necessary.

Stay current with system information, changes and updates. Education:

AMA Computer College

Caloocan City, National Capital Region (Manila), Philippines Bachelor in Science (Computer Engineering)

Jun 2000 - Oct 2005

AMA Computer Learning Center

Associate Degree (Computer System and Network Technology) Caloocan City, National Capital Region (Manila), Philippines Jun 2003 - May 2005

Skills & Qualifications:

Computer Literate:

- Microsoft Office

- Computer Networking

- PC Assembly/ Disassembly

- Computer Hardware Configuration

- System Software Configuration

- Excellent verbal and written communication skills

.

Can work well under pressure as part of a team

Responsible, efficient, and flexible

Talented in problem solving and office system design

Safely operates and maneuvers a construction equipment.

Plumbing

Residential construction

Demolition

Exceptional problem solver

Blueprint reading

Strong communication skills

Excellent driving record

JEROME CARBONELL FERRER

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