Desktop Support Engineer
Resume:
GLENN ALDRICH CANDELARIA MOULIC
Address: E* M. Almeda St., Sto. Rosario-Silangan, Pateros, Metro Manila Mobile: +639**-***-****
E-mail: *********@*****.***
Age: 29
OBJECTIVE
To be part of an organization with a competitive IT-related work environment, to be able to utilize my skills and knowledge to contribute to the company. I would like to discover as well new learnings and challenges from the organization.
To have the opportunity to make use of IT resources and equipment, as much as possible, for review materials for my certification trainings as part of a career growth as an IT practitioner. EDUCATIONAL BACKGROUND
Pamantasan ng Lungsod ng Pasig
Alkalde Jose St. Kapasigan, Pasig City
Associate in Computer Technology
2006 to 2008
Bachelor of Science in Information Technology
2008 to 2010
WORK HISTORY
I.T. Support Specialist
Go Game PTE. LTD.
From October 17, 2017 to November 21, 2019
Unit 15-02B, Accralaw Tower, 2nd Ave., Corner 30th St. Bonifacio Global City, Taguig City, Philippines, 1634
Duties and Responsibilities
Provides onsite IT support for the PH branch office
Desktop, laptop, printer setup and configuration.
Software installation for local machines.
Active directory account setup for users.
Ensures all PH assigned tickets via Spiceworks are being handled and updated. Make sure all unresolvable tickets are re-assigned and escalated properly to next-tier team
Coordinate with L2 IT support from the MY and SG Offices for Server-level configurations.
Coordinate with different IT vendors for any IT equipment procurement and services.
Inventory of all IT equipment using the GLPI inventory tool.
Management of Weekly and Monthly reports.
MRTG monitoring – Daily monitoring of the ISP bw utilization.
Proximity badge management.
I.T. Administrator
Mega E-Resource Centre Inc.
From June 2017 to August 2017
Unit 2103-2104, Raffles Corporate Centre, Emerald Ave., Ortigas Center, Pasig City Duties and Responsibilities
Timely monitoring of Network Bandwidth status
Onsite Desktop support
Provides remote assistance via Teamviewer for offshore users and Work from home users
Network and VOIP administration
NAGIOS (Server Monitoring tool)
Freepbx (VOIP console)
Zywall Usg50 (Firewall module)
Opendns
VPN configuration
File server management
VNC viewer for user monitoring
Biometrics update
Setting up and configuration of CCTV
Inventory work of IT assets
Communicates with IT counterpart from US for unresolvable issues
Communicates with Vendor counterparts for troubleshooting their banking application - LendingQB
User Email management using AT&T Mail server
Creation of user
Setting up of auto replies
ALIAS management
Mailbox storage monitoring
I.T. Technical Specialist (Service Desk Team)
IBM Philippines
6th Floor, Hanston Square, San Miguel Ave, San Antonio, Pasig City From March 2016 to June 2017
Duties and Responsibilities
Managing Service tickets using Servicenow tool
Service Requests
Incidents
Filtering of Open Incidents to Designated Teams/Groups
Escalation and follow up
Handles calls in regards with first and second level Technology support for onshore / offshore / work-from-home employees. See list below for scope of support:
Windows Server 2008 and 2012 - Active Directory management
Microsoft Exchange Server 2010
Mobile email support
Microsoft Office Products (supports 2007 up to v.2016)
Outlook email support
Lync Server Administration
Virtual desktop monitoring (via Vsphere)
SCCM product deployment/installation
Network-based image deployment
Avaya Tools (communicator, CMS, One X Agent)
Nice Recording
Lotus Notes email
Citrix
File Backup / Restoration
Video Conferencing (Cisco TMS)
Critical level Incidents in coordination with Critical Incident Management Team
Shared drive / Folder remapping
RSA Encryption
Mainframe account support
Switchboard calls
I.T. Specialist
Clinica Manila Pasig
SM Center Pasig, E. Rodriguez Jr. Ave cor. Doña Julia Vargas Ave. Frontera Verde, Ortigas Center, Pasig City From February 2015 to March 2016
Duties and Responsibilities
• Provides desktop, application and network support
• Maintaining of Desktop Antivirus and Access Compliance
• First level troubleshooting and checking of Medical softwares and machines
• Manage email reports concerning I.T. equipment
• Management and Monitoring of Bizbox Hospital Information System
• Daily back-up management of imaging reports
• Daily back-up management / monitoring of SQL database
• Update of Organization’s Website content
• Multimedia projects and presentations for events
• Company Events Photographer (Up to present)
Desktop Support Engineer (Project-based)
Unison Computer Systems, Inc.
120 Eulogio Rodriguez Jr. Ave, Pasig, 1604 Metro Manila from 2010 to February 2015 May 2010 – February 2015
Projects Handled:
• Smart Telecommunications (May – September, 2010) Smart Tower, 6799 Ayala Avenue Makati City, Metro Manila
Desktop Support Engineer
• System Imaging
• Desktop/laptop deployment
• Managing of ticket system
• Local support for hardware concerns
• Local and remote support for system concerns.
• EXL Service, Philippines (September, 2010 - February, 2015) 6/F, One E-com Center, Mall of Asia Complex Pasay City Desktop Support Engineer
• Supervise complaint ticketing system and follow timely resolution of all work orders using Remedy/E-helpline
• Imaging laptops and desktops through network.
• Providing support remotely to end users offsite
• Configuration of emails through handheld devices
• Managing laptop encryption using EPO console.
• Managing desktop movement and deployment.
• Maintain corporate asset inventories.
• System server mounting.
• Update/provide month-end reports.
• Supervise troubleshooting to provide resolutions for a complex customer issues.
• System back-up monitoring / Tape mounting
• Wifi configuration and email setup on client’s handheld device (e.g. Smartphone, Tablet/Phablet, personal laptop)
SKILLS & KNOWLEDGE
Basic – advanced Hardware troubleshooting
Basic network router / switch setup
Photo and video editng
Windows OS Installation (Windows XP / 7 / 8.0 / 8.1 / 10)
Microsoft Server Setup and Installation (Windows Server 2003/2008/2012)
McAffee Encryption
MS Office applications
Lotus Notes
Verint 360
Lync Server Management
Vmware Vsphere Management
RSA Server Management
Microsoft Exchange
Citrix tools
Avaya tools
One X agent
CMS
Communicator
Web Administration
Totalview
Cisco TMS
Bizbox Hospital Management System
FreePBX (Free VOIP management tool)
Zywall USG 50 firewall configuration and monitoring
Basic understanding in ITIL V3 processes
VPN configuration
GLPI
Spiceworks
JIRA Ticketing System
Zendesk Ticketing tool
SEMINARS AND CERTIFICATIONS
Windows Server 2012 Training held at Rivan IT Training Systems February 1 to 4, 2016 w/ Certificate
“DEVELOPING WEB APPLICATION WITH RUBY ON RAILS”
27
th
of January 2010 w/ Certificate
“SYSTEM DEVELOPMENT USING 3 TIER ARCHITECTURE IN .NET” Mr. Arthur I. Dionela
29
th
of September 2009
“JAVA ENTERPRISE EDITION”
Mr. Rene Burce
“FUTURE OF I.T. GRADUATES ABROAD”
Mr. Allen Aguilar
22
th
of August 2009
w/ Certificates
Cisco CCNAv3 Training held at Converge training and I.T. Services January – February 2018
CHARACTER REFERENCES
Donn Baguio
Team Lead
IBM Philippines
Dian Raval
Team Lead, CE Department
Go Game PTE. LTD.
Ian Christopher Tula
Team Lead, Art Department
Go Game PTE. LTD.
Helen Baliuag
Company HR
Clinica Manila Pasig
Contact this candidate