Technical Support Engineer
Resume:
CYRELL GLENN ARANDA
TECHNICAL SUPPORT ENGINEER
P E R S O N A L
P R O F I L E
I am Technical Support
Engineer providing a first
level of support to the end
user while being resourceful,
flexible and innovative.
University of Makati
Bachelor of Science in
Information Technology
Service Management, 2014
E D U C A T I O N
Block 54 Lot 18 Chico
Street Brgy, Rizal,
Makati City
adf6wy@r.postjobfree.com
/cyrellglennaranda
C O N T A C T
Exceptional communication skills.
Successful working in a team environment, as well as independently.
The ability to work under pressure and multi-task. The ability to follow instructions and deliver quality results.
S K I L L S
Resorts World Manila (TIHGI),
Technical Support Engineer
Monitoring and fair distribution of task via Manage Engine (Ticketing System) in all Technical support on duty,
Answer calls/queries and conduct initial
troubleshooting over the phone or via remote
desktop.
Providing on site support for IT issues that unable to resolve otp and via remote such as hardware
problem/s.
Re-imaging PC with standard applications and
deployment afterwards. Pull out defective IT devices. Installation of necessary applications for each
department that needed for their daily operations. Manual deployment of software patched as
requirements for Operating system.
Conducting password reset of the end user in Active Directory with proper approval of HoD.
Network port tracing and basic port configuration
using Putty.
Avaya phone deployment and configuration.
OCTOBER 09, 2017 - PRESENT
W O R K E X P E R I E N C E
Cognizant Technology Solutions,
Desktop Support Engineer
Receive work tasks through the company’s enterprise ticketing system and respond to assigned tickets and request of medium to high complexity escalated from the helpdesk.
Deploying or re-imaging computer OS from
standardized base image and business unit application profile and setting up computer desktops and printers for production area/locations including Avaya phones and Cisco Tandberg for video conferencing call.
Install support and troubleshoot hardware and
software issues for desktop and laptop including VDI and Citrix tools.
Provides backup support and assistance to the
Network and System administrator as needed.
Responsible for tracking hardware and software
inventory.
Returns defective equipment/parts to maintenance
inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts.
Responsible for escalating the issues to proper team if the issues are out of the scope or the resolution can only be catered by the appropriate team.
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.
Provide assistance to any users including management level and company’s VP for any IT issues/problems
happening on their system Desktop and Laptop.
Working with System Admins for system compliance.
Working with Network Admins for setting up network cabling and patching in Data Center.
APRIL 16, 2016 - JULY 31,2017
W O R K E X P E R I E N C E
ING Bank, MNL
IT Engineer
Perform daily health check on ING systems (i.e. servers, recorded lines, telephones, printers, etc.).
Monitoring of Service Requests and Incidents in
accordance to IT Service Management and ITIL
processes.
Configuration of desktop and desktop application
software through approved service requests and
Install, re-install or removal of desktop application software through approved service requests.
Roll-out (push) latest virus definition files to all desktops/laptops and update standalone machine
with the latest virus definition on a monthly basis. Daily, weekly, and monthly data back-up from file
server and voice recordings.
Assistance on monthly preventive maintenance
provided by vendor.
Unlocking the network port when connected to the
new or other computer as port security is enabled and Coordinating with the Telecommunication teams for
further troubleshooting of the network issues.
Installing software patched as requirements for
Application Systems and Operating systems.
Support business functions for on-site presentations during business hours. This is only for presentations at the customer premises. Standby Support.
Responsible for troubleshooting non-standard
applications and provide knowledge articles, best
practices, troubleshooting FAQs and escalation
procedures for non-standard applications.
Minor and Major physical relocation of PC & IT
peripherals within the same premises.
Data migration during changes in end-user
Desktops/Laptops – installs, move, add, change and Backing up of data prior to PC migration.
JULY 18, 2014 - APRIL 15,2016
W O R K E X P E R I E N C E
A P P L I C A T I O N S A N D S O F T W A R E E X P E R I E N C E P R O F E S S I O N A L T R A I N I N G A T T E N D E D Microsoft Certified Solutions Associate
Course - 20410,20411,20412
Nexus IT Training Center Co.
September 21 - October 26,2019
Christian Edmar Rivera
Technical Support Engineer
Resorts World Manila (TIHGI)
C H A R A C T E R R E F E R E N C E S
King Oliver Buensuceso
Quality Assurance Analyst Sr.
Infor PSSC, Inc.
Roechel C. Gaerlan
Junior Assistant Manager 2
BDO Unibank, Inc.
I hereby certify that the above information is true and correct.
Cyrell Glenn P. Aranda
Hotel
Opera - Property
Management System
ISA Parking Management
System
Teknologika Parking
Management System
MIWA Door Lock System
Vingcard Door Lock System
Technical
Manage Engine (Ticketing
System)
ServiceNow (Ticketing
System
Norton Ghost
Active Directory
File and printer sharing
Uniflow (User Maintenance
Server)
Casino
Dynamic Reporting System
Casino Marketing and
Treasury Systems
Security
Symantec Anti-virus
Network
Cisco Wireless Controller
Administration
Teleadapt (Hotel Connectivity
Solution)
Ruckus Zone Director
Administration
PuTTY
Avaya System Administrator
Contact this candidate