Desktop Support Manager
Resume:
Rufino Gabriel M. Marcellana
*******.**********@*****.***
Binan City, Laguna
linkedin.com/in/marcellana-gabriel
Work Experience
Mar 2018 – Present Senor IT Operations Support
(2 years to Present) Canon Business Service Centre PHL Bonifacio Global City, Taguig City, Philippines
• Achieved 87 ticket above SLA in ServiceNow ticketing system from May to July 2020.
• Controlled user and group access to Citrix and remote desktop machines in Active Directory for 4 domains.
• Expanded RPA virtual machine’s disk space via VMware vCenter, minimizing downtime by less than 1 hour.
• Coached 3 Junior IT Support in troubleshooting Office 365, Defender ATP alerts, remote PC, and shared Folders.
• Communicated the Manila PRTG alerts with resolver team maintaining the operation’s uptime SLA by 95%.
• Initiated the upgrade of attendance fetcher, expediting upload time by 5 minutes to payroll’s FTP server.
• Administered on-premise Exchange 2007 and Google Suite mailboxes blocking 12 phishing attempts in 2019.
• Designed Windows 10 OS deployment for new PC model completing 50-workstation requirement in 2 days.
• Facilitated the client’s inventory and VLAN change request migrating 200 phones to Polycom Call Manager.
• Prioritized IT requirements in client transition onboarding 4 new accounts for Manila-Managed Services in 2019.
• Created proxy service Group Policy in Active Directory for 100 computers passing the data security audit in 2019.
• Drafted Cisco VPN and telephony user guide for 80 remote employees under new client account. Aug 2014 – Mar 2018 IT Specialist
(3 years, 7 months) Vertaccount, Inc. Makati City, Metro Manila, Philippines
• Guided 2 IT Support in a team attaining 100% score for Customer Service survey in 2017.
• Executed Windows Server Update Services (WSUS) patches to Windows 7 computers reducing WannaCry risk.
• Generated IT priorities in Wrike and Sonic Wall Analyzer network report completing 5 ad hoc tasks per week.
• Revised plan and scripted PC backups to internal storage, minimizing the cost in MozyPro by 80% in 2017.
• Maximized Google Suite for mail backups / archives cutting cost in Backupify by $1,260 in 2017.
• Developed 2 survey in JotForm and 3 sets of quiz in Moodle learning platform for Data Processor role.
• Modernized client’s 32bit inventory system to Oracle VirtualBox saving time to setup 3 Windows XP machines.
• Launched Terminal Server in Windows Server 2012 to host QuickBooks earning $720 annual revenue in 2016.
• Activated 2nd RRAS VPN link in Windows Server 2008 and introduced disk encryption to 10 laptops.
• Managed domain names and license subscriptions for 10+ cloud computing services.
• Budgeted the setup for 5 seats and PABX telephony setup for Manila team.
• Completed 20% task in client transition by managing access to QuickBooks, Xero, Google Suite, and LastPass.
• Analyzed SonicWall firewall and revise policies and DHCP scope optimizing 3 internet routes and RRAS VPN links.
• Provisioned 2 Polycom VoIP phone in RingCentral Call Manager for new team leaders in 2015. Apr 2009 - Aug 2014 IT Specialist
(5 years, 4 months) DESCO, Inc. Binan City, Laguna, Philippines
• Integrated Open DNS in network improving the internet efficiency by 80%.
• Supervised mailboxes in Plesk Panel and 10 local numbers in LG Nortel PABX telephony.
• Coordinated with Sales Technical Support group to finish 3 off-site projects.
• Deployed Windows and virus definition updating 70 computers via the eScan Anti-virus SMB tool.
• Resolved desktop related issues in Windows 7, Vista, XP OS supporting 3 sites in Philippines.
• Led project of IT infrastructure migration to new main office within 3-month timeline.
• Deployed Windows XP OS image to 20 computers in 1 day for donation to charity. Education June 2004 – Apr 2008, Completed Proficiency Diploma in Information Technology Jacobo Z. Gonzales Memorial School of Arts and Trades Binan City, Laguna, Philippines
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