Manager Support
Resume:
Michelle C. Adriano
**************@*****.***
Imus Cavite
OBJECTIVE:
A fulfilling job dealing with computer/computer application in a growing organization where member’s potentials and skills are continuously developed.
EDUCATIONAL BACKGROUND:
-BS Computer Engineering
1997-2002
Pamantasan ng Lungsod ng Maynila
Intramuros, Manila
-Tondo High School
1993-1997
-Manuel L. Quezon Elementary School
1987-1993
WORK EXPERIENCES:
SENIOR APPLICATION SUPPORT
Application Support Specialist
DHL Information Services (Asia Pacific) Sdn Bhd
3509 & 3511, Jalan Teknokrat 5, 63000 Cyberjaya, Selangor, Malaysia
May 1, 2010 – December 30, 2018
Provides Level 2 support for DHL colleagues globally, specifically DHL Express users
Deploys map, (Base, Clone, and Change Request maps) WM packages and configurations in both QA and Production environments using Cross Vista (XV) application.
Handles production and UAT issues on Webmethods Integration Servers, GXS Application Integration, and connectivity (FTP/SFTP, Axway API Gateway – Web Services Broker).
Performs Disaster Recovery switch
Monitors Integration Servers via Veritas Cluster and restarts when necessary
Coordinates to different teams for faster resolution of production issue
Participates in on-call support during weekdays and weekends for US shift.
Trains new colleague related to DHL Express support tasks
Monitoring/fixing Pre-production and Production environments if needed.
Leads migration of servers
Act as acting manager when needed.
INTEGRATION ENGINEER II
GXS Software Development Philippines Inc (Now Opentext)
36 Floor RCBC Tower 2 Ayala, Makati City
February 27, 2006 – April 2010
Deployment of EDI maps on Pre-production and Production environment
Setup and update client Trading Partners using Application Integrator and Enterprise on Pre-production and Production environment
Deployment of custom solutions scripts on Pre-production and Production environment
Setup Pre-production and Production environment
Installation of EDI plug-in/standards on Pre-production and Production environment
Manages space allocation on Pre-production and Production environment
Monitors EDI processes on Pre-production environment
Investigate and Troubleshoot EDI translation error/failures
Interacts with clients and project manager for special setups or request.
Coordinates with Map Analysts, Requirements team and Software Engineers to guarantee that the setup and configurations in Pre-production and Production are aligned to the requirements of client
Interacts with management and technical application teams both internal and external to define project specifications, time-lines and deliverables through attendance at client meetings for ongoing and prospective projects
Internal QA of Implementation team
Performing other duties in assistance to the support team for specific setup issues or concerns
Learn new processes, application tools and information for continuous improvement and increase EDI efficiency
JUNIOR SYSTEM ADMINISTRATOR
Tri-Isys Internet (Inter-Island Information Systems, Inc.)
Evernew Bldg., Escolta cor. Nueva St. Binondo Manila
November 1, 2005 – February 17, 2006
Handle Abuse Concerns, Linux Web Server, Linux FTP Server, Linux Email Server and Linux DNS Server.
Focused on Webhosting concerns.
Monitors bandwidth traffic
Responds to questions (Helpdesk Department) regarding Internet and E-mail related problems.
SYSTEM SUPPORT
Tri-Isys Internet (Inter-Island Information Systems, Inc.)
Evernew Bldg., Escolta cor. Nueva St. Binondo Manila
December 1, 2004 – October 31, 2005
Responsibilities:
Monitoring and Maintenance of Servers
Software Installation: Installs needed operating systems / software
Sets up of server: Assembly and troubleshooting of hardware.
Respond to questions (Helpdesk Department) regarding Internet and E-mail related problems.
Handle Abuse Concerns, Linux Web Server, Linux FTP Server, Linux Email Server and Linux DNS Server.
SENIOR HELPDESK SUPPORT REPRESENTATIVE
Tri-Isys Internet (Inter-Island Information Systems, Inc.)
Evernew Bldg., Escolta cor. Nueva St. Binondo Manila
December 2003 – November 30, 2004
Implement all Memo's in the Helpdesk Department.
Participate in the preparation of manual of procedures and documentation for helpdesk use.
Monitor of Junior / Senior Helpdesk Officers on their telephone conversations.
Develop workshops to share knowledge with colleagues.
Monitor strictly the network for early signs of trouble and report it to the Manager and/or System Administrator.
Ensure timely escalation of problems by documenting actions taken.
Reports directly to the Manager for feedback coming from Junior Helpdesk Officers and Senior Helpdesk Officers, i.e. staffing, scheduling, technical problems or any concern in the helpdesk department.
Address 3rd escalation of problem coming from clients in the helpdesk department.
Conduct periodic Personnel Evaluation and Counseling of all subordinates.
Report network status. Prepare operational reports (MRTG)
Reports urgent problems to the system administrator immediately.
JUNIOR HELPDESK SUPPORT REPRESENTATIVE
Tri-Isys Internet (Inter-Island Information Systems, Inc.)
Evernew Bldg., Escolta cor. Nueva St. Binondo Manila
April 2003 – Nov 2003
Respond to questions from clients related to dial-up connection and other Internet related problems, over the phone.
Provide technical assistance to clients on almost technical detail regarding the use of Internet (e.g. creation of dial-up, usage check, configurations and set-up of email).
Address 2nd escalation of problems coming from clients in the Helpdesk Department.
Report urgent problems to Helpdesk Supervisors.
Provide feedback to Helpdesk Supervisors.
Strictly follow telephone protocol of the Helpdesk Department.
Maintain professional work attitude in dispensing duties and responsibilities.
Solid understanding and strict compliance with Company Rules and Regulations.
Solid understanding and strict compliance with House Rules of Helpdesk Department.
2nd escalation of problems coming from clients in the Helpdesk Department
TECHNICAL SUPPORT
Tri-Isys Internet (Inter-Island Information Systems, Inc.)
Evernew Bldg., Escolta cor. Nueva St. Binondo Manila
May 6, 2002 – April 2003
Provides feedback to the professional staff.
Copies consulting materials. Photo copies pages from manuals or handouts as needed.
Software Installation: Format hard disk. Installs needed operating system / Software to workstation.
Sets up of computers: Assembly and troubles shooting of hardware.
Provides technical assistance to clients. Respond to questions from customers related to dialup and network computer use, by email and over the phone.
Help customer set up their computer for browsing; configure the network protocols and email.
Routes consulting traffic. If the client needs to speak to a senior technical support, direct the client to senior, if available, or tell them the approximate wait time and record information.
Logs and tracks request for assistance to in the database.
Helps customers resolve logon and passwords problems
Ensures timely escalation of problems by documenting actions taken.
Participates in the preparation of procedure manuals and documentation for technical support use.
Tracts user problem trends; make recommendations for improvements to the network system and create reports based on information provided from the trends.
Assists in the resolution of user and support issues to ensure positive impact on customer satisfaction.
OTHER WORK EXPERIENCE
Ever Gotesco Cinema
Sales Staff(April – June 2001)
Main functions are in retail area. Prepares daily stock’s inventory and customer service. Assist customers with their needs and request, and maintain store cleanliness.
INTERNSHIP:
-AVID Sales Corporation/AVID Sony Shop MIS -Technical Support
1000 J. Bocobo St. Ermita Manila Nov 6, 2001 to Jan 30, 2002
SKILLS:
Software / Hardware Installation and Configuration
Linux System & Network Administration
Advance Microsoft Operating Systems and network configuration.
Electronic Data Interchange (X12, IDOC, EDIFACT)/AI
Webmethods
AS2 Cyclone
SQL
Enterprise
EDI Maps Implementation
Customer Service
Internet Connection Troubleshooting
PC assembly and troubleshooting
OS / SOFTWARES USED:
Windows
Software AG
Redhat linux /Mandrake/Mandriva
Tradeguide Citrix/OpenText
Vantive Ticketing System
Service Now
MAC OS
Microsoft Office
Microsoft Visio
TRAINING:
Q-Linux 101 Installation and Configuration
6/F Athenaeum Bldg. 160 L.P. Leviste St. Salcedo Village,Makati
March 31- April 4, 2003
SQL Fundamentals
October 2007
36thFlr. Tower II RCBC Plaza Makati
Linux Fundamentals
September 2007
36thFlr.Tower II RCBC Plaza Makati
Application Integrator Training
January 2007
36th Flr. Tower II RCBC Plaza Makati
7 Habits of Highly Effective People
September 2006
RCBC Plaza
Advance Speech 2006
Conoscenza Inc.’s
AI Training
April 2006
RCBC Plaza
Enterprise Training
March 2006
RCBC Plaza
ITIL
May 2014
DHL Malaysia
Oracle Training
DHL Malaysia
PERSONAL INFORMATION:
Born in Manila on October 13, 1980, stands 5’1” and weighs 70 kls; can work effectively under pressure and with various types of people; proficient in oral and written communication; patient, responsible, fast learner and highly diligent.
CHARACTER REFERENCES:
Jamilani Echipare
Astec, Singapore
Product Support Engr
Amil Lopez
HP Singapore
IT Consultant
Contact this candidate