Engineer Support
Resume:
Exceptionally capable IT Support Specialist with *5+ years practice troubleshooting complex
end user issues. Provided in depth technical support to clients at a Tier 2 level, solving 99.3% of issues without escalating to Tier 3 support. Enthusiastically seeking to bring vast repertoire of both hardware and software knowledge to a challenging position at a growing technical support team.
Experience
2013 05 –
Present
IT Senior Field Engineer
Emirates Airline, Dubai UAE
Key Qualifications & Responsibilities
Maintained 700+ corporate computers and peripherals, including all configuring and monitoring. Following company standard policies and security.
Supported 200+ end users during OS migration from XP – Win7 – Win10 with efficient data transfer and seamless profile configuration.
Quickly solved 10+ customer issues and request daily with 96% success rate.
Manages the configuration, deployment, and administration of voice and Networking systems including routers, switches, AP, IP phones (Alcatel, Cisco, Avaya) and softphones.
Deployment, configuration and support for airport devices and ticketing system such as DMACS, BPP, BTP and manifest printers.
Wrote user requirements into technical specifications and provide training on Print Management System which save printing cost up to 30%. Key Achievements:
Rolled out and lead laptop replacement project for emirates executive staff and medical team. Able to complete the task prior to the given deadline.
Received appreciation for taking part of replacing 4800+ ageing desktops computers. 2011 04 –
2013 05
IT System Engineer
YK Almoayyed Trading, Dubai UAE
Key Qualifications & Responsibilities
Maintaining, configuring and support 50+ IT devices for two regional offices in Dubai.
Integrating digital solutions/products and applying it to client’s office automation requirements by providing training and technical writing.
Maintaining and supervising after sales support to meet agreed SLA. Sold 20+ FSMA contracts and renewals each year.
Tier 3 support and coordinating with vendor (OKI middle east) to implement product updates and technical training.
Key Achievements:
Completed 10+ OKI products and solutions certifications and able to apply to boost product sales.
2007 08 –
2011 03
IT System Analyst
Gulf Commercial Group, Dubai UAE
Key Qualifications & Responsibilities
Tier 3 support for escalating and coordinating Kyocera Products and solutions to GCG clients. Created 30+ technical writing and training kits.
Lead cross functional project teams, client meetings, demos and seminars. Supervised IT support team, and service engineers.
Maintaining, configuring and support 20+ IT devices in GCG Service Centres. Key Achievements:
Lead and implement Managed Print Service projects to DIFC, The Executive Council, KPMG, and Masdar City, which give total project cost of $250K to GCG. Mark Anthony Paculan
IT Specialist / Analyst
Personal Info
Phone
********@*****.***
linkedin.com/in/mark-anthony-
paculan-3b49277a
facebook.com/mark.paculan.10
Skills
System Administration
(SCCM & SCOM)
Network Administration
(TCP, VoIP, WAN, LAN)
Cloud Services - Azure
Product Analysis &
Integration
IT Software Management
(HPSD, HPSM, Service Now)
Troubleshooting
Windows Environment
Other Platform
Interpersonal & Customer
Service Skills
Communication & Technical
Writing Skills
Increase customer satisfaction by providing cost effective remote support. 2004 08 –
2007 05
IT System Engineer
National Trading Centre LLC, Dubai UAE
Key Qualifications & Responsibilities
Performed analysis and design including documentation, recommendation, and problem solving for Canon office automation products and solutions.
Implemented wide range of printing solutions for some key customers such as SAMA Dubai, JT Metro and Al Tayer motors.
Managed and support IT devices for NTC Dubai office. Key Achievements:
Able to implement variable printing projects with minimum supervision. 2003 06 –
2004 07
College Professor
Mapua Institute of Technology, Manila Phil.
Key Qualifications & Responsibilities
Motivate engineering students to their selected fields by teaching various technical subjects such as structured programming, microprocessors, logic circuits, computer system, software engineering and computer networks. Key Achievements:
Speaker for technical seminar “Network management and disaster recovery management system.
2001 11 –
2003 05
Network Analyst
Hitachi Global Storage Tech. Sta. Rosa, Phil.
Key Qualifications & Responsibilities
Administered and support entire networking facilities and server infrastructure of entire HGST office and manufacturing areas. A wide variety IT systems and appliance brands being supported and configured such as CISCO, 3COM, IBM, HP, DELL and other 3rd party items.
Education
1996
2001
B.S. Computer Engineering
Mapua Institute of Technology, Manila Phil.
Vice president of 2001 graduating class, organizing fields activity.
Member of Philippines Computer Engineers Society Certificates and Trainings
Technical/Professional:
Azure and cloud based technology (ongoing).
Various product certification across Kyocera, Canon, OKI, Ricoh, and Samsung office automation products and solution.
Soft skills:
Conflict Resolution for Service Excellence
Data Privacy and implementation.
Others:
Conduct Photography workshops to almost 300+ individuals. Mark Anthony Paculan
IT Specialist / Analyst
Reference
Cruz Cardozo
Line Manager
****.*******@********.***
Chandana Rodrigo
Line Manager
********.*******@********.***
Jepp Justiniano
Colleague
*******.**********@********.***
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