Service Desk It

MELBOURNE Z. CABAHUG

B-* L-** Rizal St. Greenfields ADDAS, phase 2

Bacoor, Cavite

Mobile: 099********

Skype: *************@*****.***

E-mail: *************@*****.***

OBJECTIVE:

To handle a challenging position in the field of technology which provides the opportunity to integrate and apply my technical knowledge and skills and to continuously acquire the training and expertise needed for career advancement.

HIGHLIGHTS OF QUALIFICATION

Bachelor of Science in Information Technology – April 2012

Best in thesis titled: “Online Student Portal of Cavite State University Bacoor Campus” with the highest grade of 93% - now currently active.

WORK EXPERIENCE:

INFOSYS BMP LIMITED

5th Floor, Vector Two Building, Northgate Avenue, Alabang, Muntinlupa City, 1781 Metro Manila

Technical Process Specialist (IT Service Desk II)

SiemensGamesa Account

November 1, 2022 to

Present

Senior Technical Process Executive

(IT Service Desk I)

SiemensGamesa Account

September 16, 2019 to

October 30, 2022

Monitor and troubleshoot all incidents/request that has a corresponding complaint or was escalated until a resolution can be provided

Perform next level of troubleshooting for escalated incidents

Open communication or act as a bridge between the complainant and L2

Act as a Queue Manager and distribute equally all the new incoming tickets and old/ongoing tickets to Service Desk

Escalate the tickets directly to L2 if needed

Assist all valid P1/P2 and VIP tickets or downgrade invalid P1 or P2 concerns and perform all troubleshooting

Open communications and engage in a bridge call with multiple L2 teams as needed to resolve P1/P2 tickets

Handles VIP tickets and perform advance troubleshooting to resolve the issue as soon as possible

Handles Sharepoint site requests using the Sharepoint Admin Center including but not limited to creation or deletion of Sharepoint sites and addition or removal of current users on existing Sharepoint sites

Act as a Service Matter Expert (SME) across Service Desk and assist Service Desk Agent on advance troubleshooting that is needed to resolve the incident/request

Act as a POC for any escalations during shift

Create ticket for every technical incident received on phone, chat and email

Perform technical support for all Siemens and Gamesa devices (Laptop, desktop, phone, tablet, Mac computers, printers, routers, servers) reported thru phone, chat or email by performing remote access if possible.

Fix technical issue and setup account for Siemens and Gamesa SharePoint

Setup email and outlook account for all users using laptop, desktop, phone or tablet

Process replacement for all hardware concerns for all devices

Process escalation for onsite visit if the issue can no longer be fixed thru phone, chat or email

Reset or unlock user account thru Active Directory if the user can’t login on the computer or siemensgamesa application and if the user requested for it

Check mailbox storage for emails used by users in Microsoft Exchange Server and release all installed devices for the account and assist user on how to use Outlook Web Application

Perform troubleshooting for all third-party software used by employees of siemensgamesa if requested

Perform account provisioning for siemensgamesa account onboarding and offboarding of accounts

STEFANINI IT SOLUTIONS

3F IMET BPO Tower 1, Metropolitan Park, Macapagal Blvd., Corner EDSA Ext., Pasay City

Helpdesk Technician I

Acosta Account

April 9, 2018 to

March 29, 2019

Create ticket for every technical incident received on phone, chat and email

Perform technical support for all Acosta and Mosaic devices (Laptop, desktop, phone, tablet, Mac computers, printers, routers, servers) reported thru phone, chat or email by performing remote access if possible.

Fix technical issue and setup account for Acosta and Mosaic SharePoint

Setup email and outlook account for all users using laptop, desktop, phone or tablet

Process replacement for all hardware concerns for all devices

Process escalation for onsite visit if the issue can no longer be fixed thru phone, chat or email

Reset or unlock user account thru Active Directory if the user can’t login on the computer or Acosta/mosaic application and if the user requested for it

Check mailbox storage for emails used by users in Microsoft Exchange Server and release all installed devices for the account and assist user on how to use Outlook Web Application

Perform troubleshooting for all third-party software used by employees of Acosta if requested

D’ CONSULT INTERNATIONAL, INC.

Suite 202, ITC Building 337 Sen. Gil Puyat Ave., Makati City, Philippines 1209

IT Assistant

DCI, Makati

August 3, 2016 to

July 5, 2017

Create Purchase Order for all IT Equipment needed for DCI employees especially for projects sites and create inventory for all IT equipment going in and out of DCI

Perform audit and scheduled computer maintenance for all project site of DCI

Provides onsite technical support to all DCI employees (Sharing of files, creating files restrictions, Installations/uninstallations of applications and printers, network installation)

Setup printer (USB or network printer) installation and connection to different computers within the network thru Onsite or Remote connection

Setup new computers or format current computer for deployment for new or regular employees of DCI company (In house or on site)

Setup computers on conference meeting rooms on different project sites of DCI company for scheduled appointments and events

Answers calls from DCI employees to provide technical assistance thru phone or thru remote connection to fix technical issues and answers emails on a timely manner to fix different request such as User Access Request and Webmail account for new employees, reset computer login password, movement of computers per project, etc.

Fix and check end to end network connection from computers to switch or data panel inside the IT room and provide network cable (RJ45 or RJ11) if needed.

MICROBASE INCORPORATED

3rd and 6/F Casmer Bldg. 195 Salcedo St., Legaspi Vill. Makati City, Philippines

IT Onsite Support Engineer

Rockwell, Makati

May 15, 2015 to

May 14, 2016

Provides onsite technical support to Rockwell employees (Sharing of files, creating files restrictions, Installations/uninstallations of applications and printers)

Setup printer (USB or network printer) installation and connection to different computers within the network thru Onsite or Remote connection

Setup new computers or format current computer for deployment for new or regular employees of Rockwell company

Aid employees on installing projectors or computer peripherals and also provide reservation to computers equipment needed for scheduled meetings and events

Setup computers on conference meeting rooms or inside the powerplant mall on different sites of Rockwell company for scheduled appointments and events

Answers calls from Rockwell employees to provide technical assistance thru phone or thru remote connection to fix technical issues and answers emails on a timely manner to fix different request such as User Access Request and Gmail account for new employees, Reset computer login password, movement of computers per department, etc.

Fix and check end to end network connection from computers to switch or data panel inside the IT room and provide network cable (RJ45 or RJ11) if needed.

SITEL ORTIGAS – MICROSOFT ACCOUNT

21/F Condominium Emerald Avenue Taipan Place, Ortigas Business Center Pasig City

Technical Support Representative

Microsoft Sales Account

July 25, 2012 to January 25, 2013

Provides Technical Support to the customers thru phone and by remotely accessing their computers

Provides Technical Advices to the customers and gives more support options

Sells Premium Services to customers

A Salesman by means of applying suggestive selling using other Microsoft Products

TELETECH ROXAS – TELSTRA ACCOUNT

Bldg. F SM Corporate Offices, SM Central Business Park, Pasay City, Metro Manila

Customer Service Representative

Telstra Account

November 14, 2013 to April 25, 2014

Provides excellent customer service experience to the customer thru chat

Provides knowledge about their account or bills and suggest steps to take to get the best possible outcome

Bar or Unbar phone services and Shape or Unshaped internet services

Sells Premium Services to customers

A Salesman by means of applying suggestive selling using other Telstra Products and Plans

SKILLS:

Computer Literate

Has knowledge in:

Computer Troubleshooting (Software, Hardware and Network)

ADOBE Flash

Visual Basic

PHP

Networking

JQuery

Speaks good English

EDUCATIONAL BACKGROUND:

TERTIARY : Cavite State University - Bacoor

Queen’s Row Central, Bacoor, Cavite

Bachelor of Science in Information Technology

2008-2012

SECONDARY : Queens Row Christian Academy

Queen’s Row Central, Bacoor, Cavite

1st Honorable Mention

March 2007

ELEMENTARY : Queen’s Row Christian Academy

Queen’s Row Central, Bacoor, Cavite

3rd Honorable Mention

April 2003

PERSONAL DATA:

BIRTH DATE : March 25, 1991

STATUS : Single

MOTHER’S NAME : Marilyn Z. Cabahug

FATHER’S NAME : Eduardo C. Cabahug

SPOKEN LANGUAGES : English, Filipino

NATIONALITY : Filipino

RELIGION : Baptist

CHARACTER REFERENCES:

Noel Paguio

Team Lead - Siemensgamesa

Infosys BPM Limited

North Gate, Alabang

Phone: 091********

Raymund Consignado

Team Lead - Acosta

Stefanini IT Solutions

Pasay, Philippines

Phone: 091********

Emilyn Ocampo

It Officer

Design Coordinates Inc.

Sen. Gil Puyat, Makati, Philippines

Phone: 092********, 091********

I hereby certify that all the foregoing information is true and correct.

Melbourne Z. Cabahug

Applicant

Contact this candidate