Engineer Technician

MARY CLAUDY V. KABIR

San Lorenzo Village, Puan, Davao City Philippines

+63-917******* ******.******@*****.***

SUMMARY

•Over 10 years of extensive experience in the field of IT

•Strong background in computer hardware and software and network products

•A graduate of BS Electronics and Communications Engineering with 3 year experience as mainboard technician for smart mobile devices.

SKILLS

•Advanced skills in computer hardware and software troubleshooting

•Extensive knowledge on Windows Servers and Microsoft applications

•Highly knowledgeable in networking products like routers, switches, VoIP phones, etc.

•Excellent customer service skills

•Professional communication skills include fluency in English

CERTIFICATIONS

•CCNA (Cisco Certified Network Associate) 2009-2012

•Apple Certified Macintosh Technician 2008-2009

•Certified Electronics and Communications Engineer (Philippines) 2002-2016

PROFESSIONAL EXPERIENCES

NOC Technician June 2019- March 2020

•Outsourced employee of IT&C (https://www.itnc.com.au), a Managed Service Provider in Australia.

•Managed, troubleshoot and resolved proactive tickets involving connectivity issues, backups, CPU and memory performances of servers, workstations and network devices within the SLA.

•Managed patching for servers and workstations.

•Created reports on server utilization and other key metrics generated from the Solarwinds RMM.

•Deployed Sophos Endpoint Security and Control to workstations and servers

•Managed Service Desk and NOC boards in Connectwise ticketing system, and assigned tickets to technicians.

•Provided direct customer support when required.

Service Desk Technician June 2015- June 2019

Outsourced employee of Computing Intelligence (later merged with Fourier Technologies https://www.fourier.com.au), a Managed Service Provider in Australia.

Provided level 1 and 2 remote assistance to clients of the company

Investigated and resolved clients concerns over the phone and email

Created and managed users accounts in Active Directory

Setup and managed users’ accounts in Microsoft Exchange and Office 365

Performed basic troubleshooting on Windows servers

Resolved clients’ networking issues, including VPN, VoIP phones and remote desktop connection

Deployed domain-joined workstations and setup user’s profile.

Ensured proper running of backups (ShadowProtect/StorageCraft, Cloudberry, Crashplan, Veeam and Datto)

Performed preventive maintenance on workstations by scanning for any virus/malwares and disk cleanup

Setup spam filtering like Reflexion, Mailguard or SpamTitan

Utilized the following tools to perform daily tasks:

-Connectwise Manage for ticketing system

-LogMeIn,Kaseya, Teamviewer, Labtech Screenconnect and Solarwinds NCentral for remote management

-Lastpass for SSO (Single Sign On)

-IT Glue for documentation.

System Support Engineer Nov 2013 - Oct 2014

Synnex-Concentrix Corp. Davao City, Philippines

Employed as System Support Engineer for Broadview Networks (USA)

Configured VoIP desk and wireless phones, Polycom conference phones, door buzzers and OHP (Overhead Paging) integrated with VoIP phones

Installed Broadview softwares on clients’ workstations

Resolved technical issues of clients phones

Coordinated with field technicians in activating clients’ phone lines

Escalated account related issues to Project Managers

Operations Specialist Sep 2010 - Mar 2013

NCS Pte. Ltd Singapore

•Deployed as first line of technical support to government primary school

•Managed user accounts in (Windows Server 2003/2008) Active Directory

•Performed cloning of laboratory workstations and joined them to domain

•Configured PCs for software installations and patches of ePO McAfee, BigFix, and App-V

•Fixed hardware and software issues of laboratory workstations and staff PCs

•Escalated technical and network issues beyond level 1 support to Roving Engineer

•Provided training to school staff on the proper use of AV and IT devices

•Liaised with 3rd party vendors for school purchased IT equipment

•Ensured proper running of all IT equipment

•Performed inventory of IT equipment

IT / Network Administrator Dec 2009 - Jun 2010

Callbox Inc. Davao City, Philippines

•Ensured smooth operation of the call center

•Managed user accounts, permissions, emails and anti-virus

•Implemented system backup and restore protocol

•Installed Linux (Fedora, Ubuntu or CentOS) and Windows OS for each workstation and setup virtual desktop for some agents

•Monitored and maintained server operations

•Configured VoIP phones

•Provided technical assistance to agents’ issues with their workstations, quality/routing of calls and files sharing

•Troubleshoot and repaired defective workstations

Product / Network Specialist Feb 2008 - Mar 2009 Microwarehouse Inc. Davao City, Philippines

•Configured and installed 3Com switches, Linksys and Cisco SOHO products

•Managed the overall technical aspects of the company’s line of products (Apple, Palm, HP iPAQ, 3Com, Linksys and Cisco)

•Analyzed and resolved hardware and software defects of Apple products

•Handled Palm Treo and HP iPAQ PDAs (Personal Digital Assistants) and processed the replacement of units under warranty

•Provided technical assistance through phone, chat and/or field assistance

•Submitted weekly summary report for all Apple products handled under warranty

•Coordinated with the Head Office in Singapore for the replacement of defective Apple products

•Maintained proper running of all devices and network connectivity of the Branch office.

Mainboard Repair Technician Sep 2004 - Sep 2007 HTC Corporation Taoyuan, Taiwan

•Supervised and trained new repair technicians to handle different main board defects

•Supported day to day operations of production line through close-in monitoring of main board related defects and gave feedback to supervisors for immediate countermeasures

•Identified, analyzed and resolved the electrical/electronic, mechanical, functional and OS related problems of PDA phones (eg. Palm One, Treo, HTC), as detected from Pre-Test, Run-in Test, Final Test (camera, audio and IR), RF Test Stations (Bluetooth, WLAN, GSM, UMTS, CDMA/WCDMA) and Calibration/Specification Testing Machines

•Monitored and analyzed the cause of recursive defective ICs and BGA (Ball Grid Array) components

•Troubleshoot and repaired defective main boards using schematic diagrams, high links, electronic devices (oscilloscope and multi-tester) and RF testing machines

•Performed failure analysis on ICs and BGA (Ball Grid Array) components on defective mainboards

•Handled software testing and updates to PDA, based on different versions of Windows and mobile software

•Encoded reports for all mainboards repaired each day

EDUCATIONAL BACKGROUND

Ateneo de Davao University Jun 1997 – Mar 2002

Bachelor's Degree in Electronics and Communications Engineering

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