• Professional Technical Support Team Leader who is constantly taking courses to stay up on all of the latest changes in technology. Adept at delegating technical support responsibility, working well with telecommuting agents and utilizing technical support data to improve the quality of service. Specializes in computer small and enterprise networking.

• Analytical Technical Support representative adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills.

• Over 15 of successful IT professional experience in technical support and manage network operations.

Network Project: Deployed 1000 desktops & printers. Infrastructure cabling. Implementation of network planning, design and connection. Configuration of IDF (Intermediate Distribution Frames) ROUTER, SWITCHES, MAC, etc.

Managed a tech support team that consistently exceeded company metrics for customer satisfaction.

Helped to develop several support policies that made it easier for each agent to work with any customer who called in.

Arranged regular hands-on training sessions with new technology to make sure that all agents were up to date.

Highlight:

• Dell Proficient troubleshooter LAN expertise, Certified tech expert by several hardware and software manufacturers, Excellent corporate presentation and organization skills, Strong team building abilities, Thrives in hectic work environments, Dedicated to delivering excellent support, Willing to work as many hours each week as necessary, Organized, proactive.

Experience:

01Aug2017 –19Oct2017

EDIC (Emirates Defence Industries Company), Abu Dhabi, U.A.E

IT Help Desk Assistant

• Responsible for networking, design, installation and maintenance services. Supporting users and network administrators over the telephone and by email. Maintain the companies network infrastructure. Installation of Desktop OS and MAC Applications. Creation and deployment of Images using imaging tools (Symantec GHOST). Configuration of Antivirus, update and other desktop programs, Installation of printers and network printers, Scanner and other peripherals. Installation of VoIP Phones. Troubleshooting of common desktop/network related problems. Configuration of Network Ports and VLANs on Edge switches. Configuration of routers and switches. Maintenance and monitoring of Wireless Access points. Management of VoIP servers at Altaif Corporate Office.

2008-2017 Altaif Technical Services, A Mubadala Company Abu Dhabi, U.A.E

IT Help Desk Administrator

• Responsible for networking, design, installation and maintenance services. Supporting users and network administrators over the telephone and by email. Maintain the companies network infrastructure. Installation of Desktop OS and MAC Applications. Creation and deployment of Images using imaging tools (Symantec GHOST). Configuration of Antivirus, update and other desktop programs, Installation of printers and network printers, Scanner and other peripherals. Installation of VoIP Phones. Troubleshooting of common desktop/network related problems. Configuration of Network Ports and VLANs on Edge switches. Configuration of routers and switches. Maintenance and monitoring of Wireless Access points. Management of VoIP servers at Altaif Corporate Office.

2005-2007 Prince Sultan Military College of Health Sciences Dhahran, K.S.A

Senior Computer Technician

,

• Providing IT support for faculty, staff and students, keeping track of and prioritize helpdesk requests, keeping track of IT related documents, support in replacement or upgrade decisions. Supporting and configuring network equipment, and troubleshooting network related issues. Acquisition, installation, configuration, maintenance, and administration of computer resources for the lab network and classes. Assisting staff/faculty with data backup and recovery. Supporting door access control system. Supporting telephone system and fax. Diagnosing problems and repair computers and peripherals equipment.

• Setting up lab for practice exam. Assisting instructors & students with the technology associated with class preparation and online exams. Managing scheduled software and application patches..

2005-2005 King Fahd Military Medical Complex Dhahran, K.S.A

IT Specialist(Helpdesk)

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Troubleshoots problems arising from equipment and system errors. Diagnoses and corrects malfunctions. Organizes and schedules work orders in the Track-IT Help Desk Module. Completes all job logs and report logs to ensure all production executions are successfully processed at the same time update the work order in the Track-It Helpdesk Module. Maintaining an up-to-date Database for fault reporting/resolutions related to Client Hardware, Software including EPABX & DATA equipment, to be used for knowledge sharing, tracking and ad-hoc

reporting. Provides “Help Desk” support facilities to PC end-users, EPABX & DATA equipment, hooked up to the company’s LAN/WAN, and routes any problems that may require further investigation or actions.

2001-2003 Saudi Arabian Airlines, King Khalid Int’l Airport Riyadh, K.S.A

Computer System Engineer

• Install, configure, and support an organization's local area network (LAN), wide area network (WAN), and Internet system or a segment of a network system. Maintain network hardware and software. Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.

• Manage performance of multiple hardware and software platform interface at the most complex level. Manage the acquisition, installation, and maintenance of the organization’s local area, wide area and VOIP networks. Manage LAN/WAN and VOIP performance and security. May supervise other network support and client server specialists and plan, coordinate, and implement network security measures.

• Administer control panel and computer peripherals on monitoring the day-to-day activities which are reflected through the online Saudi Airlines System facility. Provide technical assistance to all computer end-users at the level of my responsibility. Prepare and keep records and books from all accomplished task from the day-to- day operation

2000-2001 Saudi Arabian Airlines, King Khalid Int’l Airport Riyadh, K.S.A

Foreman/Ramp Agent

• Responsible for providing manpower, ground handling equipment’s and operators for arriving and departing. Freighter flights of Saudi Arabian Airlines and other airlines for the dispatch of ULDs (unit load device). Oversees ramp operations for freighter flights of Saudia and other airlines in ULD loading and offloading. Supervises all the ramp operators and porters. Assists the Load Master and Saudia Staff and observes procedures for smooth cargo facility operations Responsible for loading and offloading of aircraft departure and arrival using SITA environments

1999-2000 Saudi Arabian Airlines, King Khalid Int’l Airport Riyadh, K.S.A

Computer Operator/Planner

• Provide technical support to Line Maintenance aircrafts detailed report to LM units. Updates daily Non-Routine Card (NRC) using Technical Information System (T.I.S) Audit Main Logbook and Cabin Logbook. Sends telexes to different Saudi Airlines stations, among them Out of Service, Back in Service aircraft, MEL, Restriction (Install/Removed).

• Issues In-service Checks/Call-outs, P845, P776, through flights and PC17 (RON). Prepares daily reports to the Supervisor, Shift Manager, Station Manager and General Manager Saudi Airlines. Using SITA environments

1997-1999 Saudi Arabian Airlines, King Khalid Int’l Airport Riyadh, K.S.A

Computer Operator

• Provides technical support to ground support equipment (GSE) vehicles and detailed reports to GSE Units. Generates monthly and weekly reports for deadline units, daily reports to the shift supervisor and to motor pool. Updates daily work order using Saudi Airlines System. Issues work order for floor Shop, Workshop, non-motorized Shop and Radiator Shop.

• Send telexes to different stations using TIS System and filing documents. Arranges and checks all job cards, (work orders), updates them accordingly and supervise all the employees in the department. Overall inspection of the quality of the work completed before the vehicle or GSE units are delivered to the customers.

KEY SKILLS AND COMPETENCIES

• Experience as a Team Leader for projects and systems migrations. Excellent customer facing skills. A positive attitude towards customer service and good communication skills. Experience of Windows server 2003, Exchange, windows 8 and 10, MAC, office 2010 and 13. Commercial technical support experience of servers and network infrastructure. Ability to be clear & concise when explaining technical procedures to customers.

Visa Status: Residence Visa

Education: Colegio De Dagupan, Dagupan City, Philippines Bachelor of Science in Computer Science, April, 1997

Earn School, Dagupan City, Philippines

Diploma in Computer Technology/Programming, Dec., 1992

Professional Qualification:

Certified ITIL V3, Reg.no. 237609267, 2010, London, UK

CCNA

Education

Colegio De Dagupan, Dagupan City, Philippines

Bachelor of Science in Computer Science, April, 1997

Earn School, Dagupan City, Philippines

Diploma in Computer Technology/Programming, Dec., 1992

Professional Qualification:

Certified ITIL V3, Reg.no. 237609267, 2010 London, UK

CCNA

Other Qualifications/Training & Seminars Attended

• Configuring high Availability & virtualization, Microsoft Learning, May 01, 2013 Abu Dhabi, U.A.E

• Installing, Configuring & Managing Remote Desktop Service, Microsoft Learning, May 01, 2013 Abu Dhabi, U.A.E

• Planning & Optimizing a TCP/IP Network, Microsoft Learning, Mar 17, 2013 Abu Dhabi, U.A.E

• Configuring AD Certificate Services & identity & Access Solutions, Microsoft Learning, Mar 11, 2013 Abu Dhabi, U.A.E

• Configuring Active Directory Domain Services & Managing Group Policy, Microsoft learning, Mar 05, 2013 Abu Dhabi, U.A.E

• Managing Windows Server 2008 &Configuring Networking Services, Microsoft Learning, Mar 04, 2013 Abu Dhabi, U.A.E

• Configuring Advanced Features for Terminal Services in Windows Server 2008, Microsoft Learning, Feb. 28, 2013 Abu Dhabi, U.A.E

• Configuring Access to Terminal Service Applications in Windows Server 2008, Feb. 28, 2013 Abu Dhabi, U.A.E

• Configuring Terminal Services in Windows Server 2008, Microsoft Learning, Feb. 28, 2013 Abu Dhabi, U.A.E

• Installing and Configuring Windows Server 2008, Microsoft Learning, Feb. 28, 2013 Abu Dhabi, U.A.E

• Configuring wireless Network Connections, Microsoft Learning, Feb. 28, 2013 Abu Dhabi, U.A.E

• Windows 7 Essentials I, II, Microsoft Learning, Feb. 20, 2013 Abu Dhabi, U.A.E

• Installing, Upgrading, and Migrating to Windows 7, Microsoft Learning, Feb. 20, 2013 Abu Dhabi, U.A.E

• Configuring Disk and Device Drivers, Microsoft Learning, Feb. 20, 2013 Abu Dhabi, U.A.E

• Configuring File Access and Printers on Windows 7

Client Computer, Microsoft Learning, Feb. 20, 2013 Abu Dhabi, U.A.E

• Configuring Network Connectivity, Microsoft Learning, Feb. 24, 2013 Abu Dhabi, U.A.E

• What’s New in Microsoft Word 2010, Microsoft Learning, Feb. 19, 2013 Abu Dhabi, U.A.E

• Advanced Skills in Microsoft Outlook 2010, Feb. 20, 2013 Abu Dhabi, U.A.E

• Microsoft Office 365 Boot Camp, Le Royal Meriden Hotel, November 2012 Dubai, U.A.E

• VoIP-Cisco IP Phone Configurations, Alaberah,2012 Abu Dhabi, U.A.E

• Effective Time Management, DynCorp International, 2011 Abu Dhabi, U.A.E

• Environmental Health & Safety Training, Altaif Technical Services, 2011 Abu Dhabi, U.A.E

• Quality Management System,ISO9001:2008, Altaif Technical Services, 2011 Abu Dhabi, U.A.E

• ISO 9001:2008. QMS.IQA: Introduction to Workforce, Altaif, 2010 Abu Dhabi, U.A.E

• QMS ISO 9001:2008 Documentation compliance, Altaif, 2010 Abu Dhabi, U.A.E

• Basic LEAN, Altaif Technical Services, 2010 Abu Dhabi, U.A.E

• ITIL V3, Global Knowledge, 2010, London, UK

• ISO 9001:2008-QMS- IT & Security Quality Objectives Orientation, Altaif, 2009 Abu Dhabi, U.A.E

• Wired Networking, ACE I.T Learning Solutions, 2009 Quezon City, Philippines

• Basic Wireless Networking, ACE I.T Learning Solutions, 2009 Quezon City, Philippines

• Enterprise Wireless Networking, ACE I.T Learning Solutions, 2009 Quezon City, Philippines

• Building a Wireless Hotspot & Ticketing System, ACE I.T Learning Solutions, 2009 Quezon City, Philippines

• Structured Network Cabling, ACE I.T Learning Solutions, 2009 Quezon City, Philippines

• Installing & Administering Windows Exchange Server 2003, ACE I.L.S, 2009 Quezon City, Philippines

• CCNA-Routers and Routings, Computer Networking Career & Training Center, 2008, Manila, Philippines

• Electronics Technician, Electron Technical Center Corp, 2007 Manila, Philippines

• Computer Technician, Compucell, Inc., 2007 Pasay City, Philippines

• Hardware and Software Troubleshooting & Repair, CNCTC, 2005 Manila, Philippines

• NT4.0 Workstation and Server Networking and Administration, CNCTC, 2005 Manila, Philippines

• Basic Internet / HTML, Nova Computer College, 1999 Quezon City, Philippines

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