Service Support
Resume:
MATT ANDREW M. SERRANO
Address: ** ****** ******, ***** ***********, Deparo, Caloocan City 1420
Mobile No.: +63-917-*******
Email: ************@*****.***
PROFESSIONAL PROFILE
I am an IT Professional with over 15 years experience in the IT industry. I spent the last 12 years doing Helpdesk Support, Technical Support Management, MIS Planning and ITIL. I also earned Leadership positions handling IT Technical Support Engineers. I am currently the IT Operations Team Leader at Caspo Incorporated wherein I am in charge of managing a team of 7 Engineers handling issue resolutions for Caspo’s Global Operations which includes Taiwan, UK and here in the Philippines.
My strength lies in Network and Systems Management, Information System Development and Technical Support.
I am now looking for an opportunity wherein I can utilize my acquired knowledge and leadership experience as well as harness new skills and techniques in the field of IT Service to enhance the range of
services and bring success to the organization.
CERTIFICATIONS
• Microsoft Certified Systems Administrator
• Microsoft Certified Desktop Support Technician
• Certified Service Desk Analyst (HDI)
SKILLS & SPECIALIZATION SUMMARY
• Helpdesk Support Administration
• Network and Systems Administration
• Information System Analysis and Development
• Process Improvement
• Data Center Management
TRAININGS ATTENDED
• Service Desk Analyst (HDI)
• Implementing a Microsoft Windows Server 2003 Network Infrastructure: Network Hosts
• Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network
Infrastructure: Network Services
• Managing and Maintaining a Microsoft Windows Server 2003
• Supporting Users Running the Microsoft Windows XP Operating System
• Supporting Users Running Applications on a Microsoft Windows XP Operating System
CAREER HISTORY
CASPO INCORPORATED Apr 2019 to Oct 2019
IT Operations Team Leader
• Responsible for managing a team of 7 IT Technical Support Engineers in which they handle Local IT Support and Helpdesk Support which caters on company’s incoming request, incident and alert monitoring.
• Responsible for handling company’s major incident and escalation and acts as an Incident Manager.
• Responsible for the deployment of new security patches approved by the Compliance Team.
• Part of a team who is responsible for the evaluation of submitted CMR every week on Change Management Meeting.
WEBB FONTAINE GROUP FZ-LLC MANILA Sep 2018 to Mar 2019
Service Desk Supervisor
• Responsible for managing a team of 5 analysts in which they handle company’s incident – evaluation, escalation and monitoring.
• Responsible for handling Client’s major incident and escalation with relates to Webb Fontaine’s Application.
• Responsible for creating and updating the documents especially procedures which will set expectation between Service Desk with the other teams.
• Responsible for the preparation of the monthly reports set by higher management.
TELETECH CUSTOMER CARE MANAGEMENT PHILIPPINES, INC. Aug 2011 to Aug 2018
Supervisor, Helpdesk - Service Desk
• Responsible for managing a team of 9 analysts in which they handle company’s incident– evaluation, escalation and monitoring.
• Responsible of ensuring consistent response to incident resolution to meet the agreed SLAs.
• Responsible for monitoring network for alarms or certain conditions to avoid impact on the network's performance.
• Responsible for the preparation of the IT Operations Agenda and moderator of the Daily Ops Meeting which reviews all major outages, alarms and RFCs.
TRANSCOM WORLDWIDE PHILIPPINES, INC. Jan 2011 to Aug 2011
IT Service Delivery Analyst
• Responsible for handling company’s incident– evaluation, escalation and monitoring.
• Manage DC, DHCP and File/Print Server.
• Responsible for the administration of Active Directory system.
• Responsible for the creation, deletion and modification of user account in Avaya, Nice and Microsoft Exchange.
FIVE9 PHILIPPINES, INC. May 2010 to Dec 2010
Tier II Technical Support Analyst
• Responsible for handling Client’s major incident with relates to Five9 Application.
• Responsible of ensuring consistent response to incident resolution related to the information technology environment of Five9.
• Responsible for assisting Tier 1 Support Engineers for their escalation needs.
• Responsible for resolving Client's Home Agents issues by assisting their technical needs.
ICT MARKETING SERVICES, INC. Aug 2007 to Nov 2009
Tier II Support Administrator
• Responsible for handling company’s major incident – evaluation, escalation and monitoring.
• Responsible of ensuring consistent response to incident resolution, requests and status reporting related to the information technology environment of ICT Group.
• Responsible of ensuring accurate escalation of issues to the Center Administrators or Technology Team.
• Monitor tickets dispatched by Tier I Team.
• Administering Microsoft SharePoint.
Associate Systems Administrator Jan 2006 to Aug 2007
• Responsible for the administration of the company’s enterprise class server infrastructure.
• Manage DC, DHCP and File/Print Server.
• Responsible for the administration of Active Directory system.
• Prepare user profiles and group policy for different user account.
• In-charge with the pre-testing, deployment and support of clients’ customer service applications.
• Provides support for Manila sites consisting 3500+ workstations.
DIVERSIFIED TECHNOLOGY SYSTEMS, INC. Aug 2004 to Jan 2006
On-Site Engineer for ICT Marketing Services, Inc.
• Reports directly to the IT Manager for project schedules and technical implementation.
• Works as Systems Administrator.
• Manage File Server of Manila 2 Site.
• Provides network, application, and remote access support for users consisting of 1000+workstations.
• Deploy production systems application for inbound and outbound programs.
• Responsible in deploying system update to client programs.
• Setup and configure AVAYA digital and IP phone (2420 and 4621).
EXAMINATIONS TAKEN
• Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure
• Managing and Maintaining a Microsoft Windows Server 2003 Environment
• Installing, Configuring, and Administering Microsoft® Windows® XP Professional
• Supporting Users and Troubleshooting Desktop Applications on a Microsoft® Windows® XP
Operating System
• Supporting Users and Troubleshooting a Microsoft® Windows® XP Operating System
• HDI Qualified Help Desk Analyst (HDI)
• Civil Service Commission Career Service Professional Examination
EDUCATION
Bachelor of Science in Electronics and Communication Engineering
Don Bosco Technical College, Mandaluyong City
Graduated, SY 1998 – SY 2003
REFERENCES
Available upon request.
Contact this candidate