Support Service

Dear Sir/Ma’am:

Greetings!

I am writing this letter with high hopes that I would be considered for the position of IT Technical Support Specialist.

For the past fourteen years, I have been engaged in the IT industry with specializations in Web Hosting, Messaging and Support. During these years, I have acquired extensive knowledge in Windows Server, Lotus Notes/Exchange, Office 365 and Online Ticketing tool. Part of my job is to ensure that all the applications that have been requested will be managed within the expected day or time of approval. This, among others, has been the foundation of my career in my chosen industry.

In addition to these, I believe that I have all the qualifications that you seek for, not only because I am a product of commendable institutions, but more importantly, because of my highly satisfactory character and exceptional work ethics. My supervisors would describe me as highly professional and adept in multi-tasking. Above all these, I value honesty and integrity at all times.

The accompanying resume can provide you with sufficient details of my accomplishments and what I have to offer. I would greatly welcome the opportunity to be interviewed by your selection team and I look forward to hearing from you in the near future. Thank you for your time and consideration.

With much appreciation,

Robin William C. Dejan

ROBIN WILLIAM C. DEJAN

Address : 28 1ST Street United Paranaque Subdivision 5

Brgy. San Isidro, Paranaque City 1700

Contact No. : +639**-*******

Email Address : ***********@*****.***

OBJECTIVES

To become an essential member of an organization that provides exceptional service to a wide array of individuals and companies;

To progressively attain career growth while being affiliated to an institution that exhibits professionalism and dynamism; and

To impart my extensive knowledge and skills acquired through comprehensive work experiences and high-quality education to the industry.

WORK EXPERIENCE

March 2018 - Present

End User Technology – Messaging

Project

Carlson Wagonlit Travel

Client

Internal Account

Description

Support Collaboration Operations

Technology

Microsoft Exchange2010/2013, O365, Windows 2008/2010 Server, ServiceNow

Responsibilities

Perform active second level troubleshooting of all Messaging systems in compliance to the Service Level Agreement metric.

Perform the following technical support requirements:

-MS Exchange administration and support

-Support Office 365 (Exchange Online)

-MS Lync administration and support

Support client side Outlook and Calendar issues

Able to perform Messaging tracking on both Exchange (on-prem & Online) & Messaging gateways.

Maintain updates of assigned trouble tickets on active problems or requests in ServiceNow within the shift and reassigning tickets or calls to other analyst as appropriate.

Ensure Incident management, major incident qualification, escalation and notification procedures and processes are followed.

Provide direction and guidance to customers, Analyst, Field IT and L3 support during the trouble-shooting process including but not limited to, remote site equipment problems and issues, installation and testing by giving information on what is happening on the network side.

·

Nov 2015 – Feb 2018

IT Operation Team Lead/Collaboration Specialist - Accenture Philippines

Project

Avanade

Client

Shared Account

Description

24x7 Support Collaboration Operations

Technology

Microsoft Exchange2010/2013, O365, Windows 2008/2010 Server, CRM (ticketing tool)

Responsibilities

Collaboration Specialists are the second tier of Managed Services support. They are primarily responsible for accepting escalations from RREs and working cases of all severities to resolution when possible.

Assumes ownership of escalations from RREs within SLAs.

Proficient in Microsoft Exchange 2010 and 2013

Administering and troubleshooting issue with users in O365

Send report for the status of health in O365

Perform incident and service request in O365

Initiates case communications and provides regular updates to customers per SLAs.

Serves as a first point of contact for client requests via email and phone; creates new cases for requests as needed.

Diagnoses and resolves cases of all Severities.

Performs coaching and mentoring of RREs as needed.

Escalates cases to the next support tier based on Operations goals and procedures.

Participate in the pilot for new accounts as a project team member, subject matter expert or account technical lead.

Participate as a resource (i.e. trainer) in and lead technical trainings for the Messaging & Collaboration technology area

Create and update documentations on team processes, best practice and case studies

Set technical leadership to the team working on an account.

May lead service delivery reviews and day-to-day operation execution for one service ownership or customer

May lead compliance initiatives for a specific ITIL process within the team

Act as a mentor for trainees or resources with less than 1 year experience.

Specific Goals:

Seek technical guidance on cases after 30 minutes without meaningful progress towards resolution.

Escalate cases after 2 hours or 2 consecutive turnovers without meaningful progress towards resolution

May 2014 – Nov 2015

Service Delivery II - Messaging and Collaboration-Microsoft Exchange Administrator and Support, Hewlett-Packard (HP) Philippines

Project

Microsoft Exchange

Client

Shared Account

Description

24x7 Support Exchange

Technology

Microsoft Exchange, Windows 2008/2010 Server, Service Manager

Responsibilities

Lead Account to meet required SLA with the client

Proficient in Microsoft Exchange User Administration, Server Monitoring and Maintenance

Proficient in Microsoft Exchange 2003, 2007, 2010

Knowledgeable in Blackberry 5.0 (Creating an account, Activate Password)

Knowledgeable in Active Directory

Monitoring mail queue, SMTP, Disk Space, and Server Logs

Generates monthly report to be presented to the Client

Basic to intermediate experience in supporting Messaging and Collaboration systems primarily using Microsoft Exchange, Active Directory, Lync Online, Sharepoint, and Mobile messaging (BES, Activsync) applications.

Participate in Messaging server migration and consolidation

Monitoring and troubleshooting mail queue and routing, server availability, SMTP, server tasks, disk space, and server logs

Mail, application and system database maintenance

Monitor server backups, agents, server availability, antivirus, cluster replication

Accept transfer and elevations of incidents, track progress and provide resolution

Participate in the pilot for new accounts as a project team member, subject matter expert or account technical lead.

Participate as a resource (i.e. trainer) in and lead technical trainings for the Messaging & Collaboration technology area

Create and update documentations on team processes, best practice and case studies

Set technical leadership to the team working on an account.

May lead service delivery reviews and day-to-day operation execution for one service ownership or customer

May lead compliance initiatives for a specific ITIL process within the team

Act as a mentor for trainees or resources with less than 1-year experience.

Build strong working relationship and trust with the customers in order to ensure partnership in delivery between employer and the customer.

Be responsive to clients whilst following the principles and procedures of the quality management system

Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit

Participate or lead any service line or site initiative, thereby contributing to development of the organization

Basic to intermediate knowledge on ITIL processes

June 2010 – Nov 2015

Service Delivery II - Messaging and Collaboration - Lotus Notes/Domino and Blackberry Administrator and Support, HP Philippines

Project

Lotus Notes and Blackberry Support

Client

The Coca Cola Company

Description

24x7 support to Domino applications

Technology

Lotus Notes 8, ServiceDesk, OpenView ServiceCenter, Windows Server 2003/2008/2010

Responsibilities

Monitor, restore and maintain Domino, IIS running on Windows 2003/2010.

Monitor, restore and maintain Domino running on Blackberry.

Sync contacts of user in the Blackberry.

Provide technical second/third level support for Lotus Notes and Blackberry users.

Perform Coding for Database Maintenance and Support Database Application in Lotus Notes.

Perform Design Upgrade to the new Application in Lotus Notes.

Create Database Replica to the New Domino Server.

Perform request created by customer for Lotus notes Application

Perform Capacity planning in each server.

Manage a Lotus Notes application for the Global Notes Support team that is used to monitor the status of routine operation tasks performed. The application is available in both Lotus Notes client and web client.

Perform tasks such as server performance monitoring; disk space monitoring; mail routing monitoring; fix corrupt applications, databases and mailboxes by running fixup, updall and compact commands; fix replication issues; check server console logs for issues; manage notes groups on the server NAB (Names and Address Book); setup mail-in databases; create databases using templates; replica creations; setup database ACL.

Identify problems and determine root cause to prevent recurrence of incidents while adhering to the problem management process.

Implement changes to the server while adhering to the change management process to improve server performance and stability.

Present a weekly status report on special projects, problems identified/resolved and changes identified/implemented with the Global IT Notes Team.

Manage and monitor tickets received in HP Service Desk system ensuring incidents are resolved effectively and within specific SLA (Service Level Agreement).

Monitor critical incidents to make sure these are resolved within specific SLA (Service Level Agreement) and with minimum disruption to the client.

November 2009 - May 2010

Application Consultant, Optimum Solutions (Singapore)

Project

Diamond Decommissioning

Client

Philips Electronic, Lorong 1, Toa Payoh, Singapore, 319762

Description

24x7 support to Domino applications

Technology

Lotus Notes R6, VMWare, ServiceDesk

Responsibilities

Migrated Domino Application to a new Server.

Performed Quality Assurance for Lotus Notes Domino Application

Performed Design Upgrade to the new Application.

Created Database Replica to the New Domino Server.

Performed User Acceptance Test for Each Application hosted on the new server,

Provided technical support to the User after Migrating to the new server.

October 2005 - October 2009

Junior IT operation Officer/Project Technical Consultant-Assistant Team Leader, Soluziona Philippines, Inc.

Project

HP Domino-Web hosting, Messaging and Support

Client

Hewlett Packard/Procter & Gamble, Makati, Philippines

Description

24x7 server support to HP/P&G for its Domino applications

Technology

Citrix, Reflection for UNIX and Mainframe, Novell, Windows NT and server, Nortel Networks VPN, Lotus Notes R5 and R6 Environment and Weblogic.

Responsibilities

Monitored, restored and maintained Domino, IIS, DotNet, Jrun,services running on Windows NT/2003, Citrix, VMWare and Weblogic.

Performed QA for domino and JRUN application before deployment to production.

Performed deployment of application in Weblogic.

Performed Quality Assurances for Websites and Portal

Performed dynamo maintenance for B2B application, renewal of SSL certificate.

Resolved incidents related to IIS, Jrun, .NET, Domino web and application servers.

August 2005 - September 2005

Project Technical Consultant, Corporate Information Solutions, Inc.

Project

Common Interface Bus (CIB) Support

Client

Hewlett Packard/Procter & Gamble, Makati, Philippines

Description

24x7 server support to HP/P&G for its CIB applications

Technology

Reflection for UNIX and Mainframe, Novell, Windows NT, Nortel Networks VPN, Lotus Notes R5

Responsibilities

Monitored files form server

Checked the server for maintenance

CERTIFICATIONS AND TECHNICAL SKILLS

IBM Certified Associate System Administrator - Lotus Notes and Domino 8.5

70-341 - Core Solutions of Microsoft Exchange Server 2013

70-290 Managing and Maintaining Windows Server 2003

ITIL v3 Foundation

Microsoft Sharepoint 2010, Configuring

MCSA : Office 365 (70-346 – 05/15/2017and 70-347 – 03/13/2017)

Operating Systems:

Windows XP/Home Vista

Windows Server 2003/2008/2010

Technology:

Lotus Notes, IIS, Unix, Weblogic, BES, Exchange 2007/2010

Service Desk, Citrix, VMware

EDUCATIONAL BACKGROUND

2001 - 2005

LYCEUM OF THE PHILIPPINES

Bachelor of Science in Computer Science

1997 - 2001

ST. JAMES COLLEGE OF PARANAQUE

High School Diploma

SEMINARS AND TRAININGS ATTENDED

September 2013

Sharepoint Internal Training

HP Philippines

April 2012

Building the IBM Lotus Domino 8.5 Infrastructure

IBM GSU Asia Pacific

September 2011

Developing IBM Lotus Domino 8 Applications

IBM GSU Asia Pacific

August 2009

CCNA Bootcamp

Ace-IT Learning Institute

January 2009

ITIL Overview

Soluziona Philippines, Inc.

July 2006

UNIX Scripting

Soluziona Philippines, Inc.

PERSONAL BACKGROUND

Born on October 31, 1984 in Manila, Philippines. Adept in verbal and written communication both in English and Filipino. Proficient in Microsoft Word, Microsoft Excel and Microsoft PowerPoint. Knows how to drive and possesses a non-professional driver’s license. Interests: Playing sports, travelling. Efficient, detail-oriented, highly organized and able to work in a competitive environment. Willing to be learn new ideas.

REFERENCES

Available upon request

ROBIN WILLIAM C. DEJAN

Applicant

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