Service Engineer

VINCENT E. ESPIRITU

ADDRESS: International City, Dubai

MOBILE: +971*********

EMAIL: *******.********@*****.***

Employment History

Jumbo Force (Jumbo Manpower Services)

IT Support Engineer

Responsible for day to day support of hardware, software and network related issues of 300+ Dubai South HQ employees in Jebel Ali.

•Performing desktop installation, basic cabling, network monitoring, and troubleshooting of the network and systems of Dubai South.

•Managing the Anti-Virus system for Desktop and Laptops through Apex One Trend Micro Security client.

•Office 365 administration, troubleshooting and management.

•Mailbox administration through Exchange Admin Center.

•Assists with warehouse functions to include asset tagging, inventory management, asset disposal, parts inventory and working with Asset Management team

•Performs admin tasks, such as new joiner/ leaver process, user management, documentation, communication messages to users

•Active Directory account creation via ManageEngine tool.

•Assist in the development of user documentation and training materials

Abbott Rapid Diagnostics

October 2016 – September 2019

Global Service Desk Analyst Tier 1

The Global Service Desk (GSD) delivers front-line support for various IT processes and services to meet the specific and unique needs of our business entities.

Support is provided to update or install software, improve or correct Windows/Mac functionality, identify and correct email anomalies, monitor, and correct account login issues, provide Active Directory support for HR requests, reporting to identify trending issues and prevent these issues from spreading, various levels of application support and escalations, and strive to provide excellent customer service to our user-base as the first point of contact for incidents and requests.

Specific duties include, but are not limited to the following:

•Answer incoming calls and emails, tracks all information using ServiceNow console, uses a knowledge base tool along with the expertise to resolve tier 1 requests in a timely fashion.

•Escalate unresolved problem/issues/requests to our tier 2 and other support teams when necessary.

•Add/Modify/Removal of mailbox and email distribution list access

•Shared drive access management and troubleshooting

•Printer management and troubleshooting

•Password reset assistance for most of the tools used by Abbott including LDAP enabled application.

•Providing access to Microsoft Intune (MDM) platform to end users and troubleshoot related issues.

•Adding employees in security group membership for various function and application.

•Performing remote scan using Symantec Endpoint Protection Manager on computers and servers if detected by a possible virus threat.

•Citrix XenApp and XenDesktop administration.

•Symantec Endpoint Protection Management

Atos Information Technology Inc. (Formerly Siemens IT Solutions)

Incident Management Coordinator August 2014 – September 2016

Responsible for ensuring that all incidents and requests reported by end users are positively resolved in a timely manner.

•Monitors ticket flow and functional escalation (within internal lines of service as well as to external service providers), of duplicate incidents and major incidents ensuring that all incidents are accepted, processed and resolved within the pre-assigned SLA according to impact and priority

•Ensures ticket response thresholds are met throughout the entire Incident Management lifecycle

•Assigns workload to service desk internal staff and coordinates external lines of service if required

•Exercise processes and methods to ensure that service expectation thresholds are met to include taking ownership and working to complete aging tickets, documenting information as needed, escalating concerns, or performing the ticket closure procedures

•Proactively initiates escalation process - triggered by SLA parameters

•Escalates account or service desk process failures to continuous improvement team

•Initiates hierarchical escalation process

IT Service Desk Level 2 August 2011 – August 2014

Responsible for assisting Atos employees worldwide through phone email and chat.Addresses and resolves incidents and requests in a timely manner.As SME, I am providing technical guidance to other service desk to resolve incidents that are beyond the scope of their ability or responsibility with knowledgeand experience listed below:

Strong knowledge in Windows Operating system and Microsoft Applications

Email Exchange configuration

User account management including password reset

Shared storage management

Knowledge in using remote access software such as VNC and RDP

Working knowledge with Active Directory

Knowledge in Microsoft Exchange Server

Knowledge in supporting mobile devices such as IPod, Blackberry, and other smartphones.

Understands networking principles.

Incident Management experience – Managing incidents including business expectations and communication

Managing aged tickets submitted by Atos employees globally through call, email and chat.

Teleperformance Philippines. Inc. May 2007 – July 2010

Technical SupportRepresentativeforTelecoms company in the US and Australia(Verizon US/ Telstra BigPondAustralia).

Provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.We ensure quality and accuracy in all phone and ticket transactions. Properly escalates issues that are irresolvable and not available on the knowledge base.

Diagnose and resolves technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.

Working with customers/employees to identify computer problems and advising on the solution.

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Helps the team with action plans that would achieve the target in AHT (Average Handle Time).

Working with field engineers to visit customers that needs onsite assistance

CERTIFICATION:

ITIL® Foundation Certificate in IT Service Management

Certification Authority: PEOPLECERT

Certificate Number: GR750248277VE

Certificate URL: https://goo.gl/bU4SVm

EDUCATION

Manpower Advanced Studying in Technical Training Center Inc.

Computer Technician (6 months’ vocational course)

Interface Computer College

2-year Computer Technician course

Colegio de San PascualBaylon

Secondary Education

CHARACTER REFERENCE

AVAILABLE UPON REQUEST

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