Desktop Support Customer Service

Jeffrey Torrijos

C: 587-***-**** • *******.**********@*****.***

Targeting Roles in: IT SUPPORT

A motivated individual and graduate of CDI College’s Computer Support Technician program, keen on applying academic foundation and practical training in a role offering technical support in a help desk environment. Accustomed to providing integral technical support and troubleshooting issues related to hardware and software installation and setup. Extremely adept at providing exceptional customer service support in both technical and hospitality settings. Previous roles included 16 years in the IT field.

AREAS OF EXPERTISE & SKILLS

IT & Computer Systems Support

Routing & Switching

Local Area Networks

Troubleshooting & Repairs

Routing & Wireless Networks

System & Software Installation

Incident Documentation

Customer Service Skills

COMPUTER SKILLS

Routing Protocols

TCP/IP & Subnetting

Troubleshooting Cisco Router 800,3600

Operating Systems

Windows Server 2008-2016

WAN & VPN (HDLC, PPP, Frame-Relay)

Basic Linux, OpenVMS

Hardware Skills

Computer Assembly & Disassembly

Hardware & Software Troubleshooting

Operating System & Application Software Installation

Software Proficiency

Microsoft Office 2016,0365, Team viewer)

Server Knowledge

AD, WDS, DHCP, DNS, FTP

VMware & Hyper V

EDUCATION & TRAINING

Computer Support Technician Completed: April 2018

CDI College, Calgary, Alberta

Coursework Includes: Managing and Maintaining PC’s A1/A2 Network Plus Visio Configuring Window Client Operating System Help Desk and User Support Microsoft Office 2013, 2016, Office 365

Bachelor of Science major in Computer Science 1992- 1996

University of Manila, Manila, Philippines

Coursework Includes: Computing Fundamentals Computer Programming I-IV College Algebra/ Trigonometry

Database Management Systems Data Structures and Algorithms Software Engineering I/II

Data Communications and Networking, I/II Computer Organization, Architecture, and Assembly Thesis

RELATED WORK EXPERIENCE

Desktop Support Analyst June 2019 –June 2020

NSC Global/Client - Golder Associates Ltd Finish Contract

Acts as Tier 2 & 3 (Desktop Support) – Second and Third level support, On site IT support (Golder Calgary Head office) responsible for all variety application and hardware issue.

Responsible for Prairie and North Region Offices/Team viewer Support for Canada region/US region/others.

Responsible for application and hardware installation and troubleshooting/Polycom Video Support

Responsible for Adhere to published SLAs to ensure all tickets are resolved in a timely manner

Responsible for all configuration, installation, and deployment of Windows 10 end-user operating systems.

Team player with a strong customer service mindset, and an ability to work under pressure.

Computer Engineer / IT Support 2018 – May 2019

Regional Recreation Corporation of Wood Buffalo

Acts as Tier 1 – first Help Desk response to support requests from clients, and either resolves

Them, or routes the request to the appropriate Tier 2 or Tier 3 IT staff for resolution.

Experience supporting an enterprise environment in an IT Help Desk Analyst, specifically with Microsoft Office 2007,2010,2016/Office365//Active Directory/Windows 7,8,10

Maintain & support users on Microsoft network/server environments in a virtual desktop

Infrastructure environment/ Maintain & support other proprietary software & hardware.

Gain advanced understanding of all used proprietary software and hardware to properly support all staff and clients in correctly using and utilizing the potential of our software.

Assist network and server administrator in installing, maintaining software, assist network and server administrator in ensuring data integrity and back-ups

Manage swipe card security control systems/ Manage swipe card security control systems.

Assist in managing facility paging system controls/Assist in managing desktop phone and cell phone services.

Assist in managing email and collaboration systems/ Provide daily & detailed updates on trouble tickets/orders.

Provide our staff and clients efficient & courteous service.

Ensure compliance with software and network policies and processes; participate in software

Quality control (SQA) and software process improvement (SPI) activities.

Provide documentation to assist with user support/ Other duties as assigned by the manager

First Lutheran Church – Community Volunteer Income Tax Program 2018-Active

(CVITP), Calgary Alberta - IT Support Volunteer

Thompson Reuters DT and accountant for Efile application support

Mobile Tax Clinic support and Customer service support specialist

Assisting End Users and Client Support

Responsible for security update for Efile Application and other related to IT

Handling Application and Hardware support and managing corporate Norton Antivirus

IT Technician 2011 - 2015

Arabian Business Centre for Recruitment Services, Abu Dhabi, UAE

Supporting Microsoft Active Directory, Experience with a ticketing tool such as Remedy or ServiceNow

Provide one-on-one end-user support and problem resolution via telephone, instant messaging, email and remote desktop access and support for video conferencing.

Recognize, troubleshoot and escalate deeper and more complex issues to Tier 2 Technicians.

Accurately log work orders/IT tickets and resolutions into IT software management system, prioritizing according to severity. Vigilantly maintain of the ticketing process.

Experience supporting an enterprise environment in a IT Help Desk Analyst, specifically with Microsoft Office 2007,2010,2016/Office365//Active Directory/Windows 7,8,10

Experience handling Citrix application/VPN/Mobility devices, phones and IPads/network printer support

Audit IT Asset Management Report, SCCM (System Center Configuration Manager), Remedy system Identification and Tracking of Assets, Preparation of reports and records in the BMC remedy System/monitoring

Remote assistant such as RDP to all local users and remote locations with all technical issues related to hardware, application issue, desktop issue and connectivity issues, Support Mac OS

Maintain local policies, practices, security measures and control documentation

PERSONAL PROFILE

Holding Canadian valid advance driver license

Education

Computer Support Technician in CDI College of Alberta – Calgary (March 2018)

Bachelor of Science Major in Computer Science (March 1996)

University of Manila (Metro Manila, Philippines)

Projects

Golder Associates Ltd windows 10 part of windows 10 Project May 2020

Trainings and Seminars

ServiceNow administration in Golder Associate Ltd September 2019

Remedy version 8 Training in IT ADIA June 2014

SimCorp Support to IT - Service desk - Phase 2 – Training sessions July 2015

Strengths:

Punctual, organized, friendly, knows how to deal with customer, goal oriented and polite.

Contact this candidate