Sales Desktop Support

CURRICULUM VITAE

VIRGILIO BAUTISTA GARCIA Mobile No.(090*-***-****

E-Mail Address: *********@*******.**

B8, L34, Falcon Street,

Camella Woodhills Subdivision

San Pedro, Laguna, 4023 Philippines

Work and Skills Summary:

• 20 years as IT professional, with in-depth experience as software/hardware support specialist, service management support analyst, process improvement specialist and change/issue management specialist.

• Hardware sales & marketing supervision

SKILL PROFICIENCY YEARS OF EXPERIENCE YEAR USED

Deployment Specialist P4-Expert 4 Years 2010/2016/2019-2020 Service Management P3-Advanced 2 Years 2013/2015

Process Improvement P4 - Expert 3 Years 2013-2016

Sales and Marketing of

Computer and peripherals

P4 – Expert 4 Years 2005

Service now Tools

Administration

P3 - Advanced 4 Years 2016

Service Desk Remote

Technology Support

P3 - Advanced 3 Years 2015

Microsoft Office365 P3 - Advanced 7 Years 2010-2020 Recipient

Awarded for HP Mystery Promo (Dec. 1996)

Recipient of Hewlett Packard’s BEST SALES (1st Runner Up) Software Proficiency

MS-Windows 98/XP/Vista/Win7/Win 8/Win 10

MS-Office 97’/2000/2003/XP/2007/2010/2013

MS-Office 365 W/ Cloud Computing

Application Deployment Process Tool (ALTIRIS Console 6.0)/SCCM Mission Control Operation

MDM Console (AirWatch)

Sharepoint 2013

RDP – Remote Desktop Program

HP- Service Management Tool

RemotePC

SNOW (Service Now) Ticketing Tool

Adobe Acrobat

Work Experience

ACCENTURE, INC.

Employment Period: June 27, 2010 to August 03, 2020 Positions Held (based on projects)

• Technical Writer

• PPSM Senior Analyst

• POS - Deployment Specialist/Incident Management

• Remote Desktop Support

• Mobile Device Management Support

• Migration Engineer

• Portal Web Tester

• Mission Control Analyst

• Business Development Analyst

Technical Writer

US-ACN-Global Payments

Project: SD Restructure

June 05, 2016 – July 07, 2017

Duties & Responsibilities:

• Create articles related to the following issues

• Windows Update

• Google Chrome/Apps

• VPN

• Adobe

• Java

• Operating System (OS)

• LMI – Documentation

• Service Desk - Process Improvement

• Articles uploaded in the SP site of the client

• All these articles using by SD-Service Desk L1 & L1.5 and the RTS (Remote Team Support).

• The document will be used also for training purposes for SD team. PPSM Senior Analyst

PDC-ACN-BSS-BRG Services

Project: Weatherford International

September 05, 2016 – May 31, 2017

Duties & Responsibilities:

• Data Analysis (Using Excel and TABLEAU Application)

• Monitor the calculations of all global metrics including (Manila & Ilocos Site)

• Report to OADAM (Outsourcing Account Delivery Manager) if there are metrics review and tools update.

• Provide an update report to OADAM and the client.

• Prepare the slides for the general meeting, slides are updates, issues and concerns from team managers (tower support).

• Collate information and validate metrics on a daily basis

• Facilitate and take minutes of the quarterly STWC General Assembly meeting.

• As necessary, propose system for improvement of report generation as well as improvement in process.

POS - Deployment Specialist/Incident Management

Ross Stores – IM

May 04, 2015 – Jan. 31, 2016

Duties & Responsibilities:

• Configure the POS using JUMP Server (Printer, Scanner)

• Installation of printer / scanner driver (Epson)

• Contact command center if there are any updates during the POS (Replacement) (3rd Party).

• Validate and call the MOD once the register has been authorized by the other team.

• Handling POS Incident Ticketing using SNOW Ticketing Tool Remote Desktop Support

(Arrow Best Buy - J.U.M.P.)

Aug. 2014-To April 30, 2015/Oct. 2011- Jan. 2012

Duties & Responsibilities:

• Provide technical support via remote access

• Install AV and conduct optimization and windows updates for a specific system.

• Prepare daily activity report on system that is optimized and other issues encountered.

• Conduct metrics evaluation based on the project standard operating procedure. Mobile Device Management Support

Arrow-Mobility

Dec. 2013-July 2014

Duties & Responsibilities:

• MDM Implementation (MobiControl / MobileIron / AirWatch)

• MDM solution research and training documents creation.

• Application deployment, testing and validating MDM features and functions.

• Developing of possible service projects involving (IP Devices relates to mobile services)

• Documentation of research on service projects.

• Assigned as asset custodian for all projects devices Migration Engineer

British Gas (BG-Group)

May 2012-June 25 2013

Duties & Responsibilities:

• Create process documentation for scheduling activity for the migration.

• Conduct various testing for the LMI & DUDE Access

• Provide technical support via remote access once the machine have been migrated to win 7

• Assigned as OIC during the time of pilot testing for this project to research a different activity to be used during the live session.

• Assigned as a back-up role for shift supervisor and & ALTIRIS Console Activity.

• Support back up for the activity in the scheduling team using Mission Control

• Submit daily tech lead shift summary report for the distribution of RSA Soft Token for all users. Portal Web Tester (Performance Site)

(ITV-Project)

Jan. 2012-May 2012

Duties & Responsibilities:

• Assigned to test the performance of web portal to be used by the VPC Mac support agents

• Generate daily performance report directly to UK team and discuss the various issues that encounter during the portal testing.

Mission Control Analyst

British Petroleum (B.P. Acrobat Project)

March 21, 2011 – May 30, 2011

Duties & Responsibilities:

• Conduct basic planning and analysis for every area and activity that have been done.

• Provide check and balance of the given task from the supplier of a client.

• Prepare daily and weekly task reports

Business Development Analyst

(Shell Prism Project)

April 15, 2010 – Dec. 31, 2010

Duties & Responsibilities:

• Provide basic planning of vista migration directly to the client

• Interact with the user regarding the status of migration using chat and sending emails.

• Create a daily report for the following list of task in vista migration.

• Provide a presentation report during our global meeting it regards to the issues and concerns when it come to the process of vista migration for every user.

• Communicate directly with shell Business Development Manager (BDM) regarding the status and some problem of the user during the time of migration process TELUS INTERNATIONAL INC.

(Under Dell-CTS Account)

Tech Support L1

Nov.16, 2009-To July 21, 2010

Duties & Responsibilities:

• Assist the customer regarding troubleshooting of computer system.

• Fix the computer system of a client via remote access connection.

• Responsible to assist the customer if there are some parts to be replaced if the system is covered by warranty.

• Offer some hardware peripherals to a specific client if the call have been resolved. APAC Customer Services Inc.

Customer Support Representative

May 23, 2008-Dec. 11,2009

Duties & Responsibilities:

• Taking inbound calls for USA and Canadian customer would like to make a a reservation for a flight, cars and hotel.

• Assist the customer in their account in a bank and request the release of funds to effect the reservation.

• Make some escalation to supervisor regarding the complaints of the customer for reservation made. ASIAN MEDIA DEVELOPMENT GROUP

Trade Alliance Officer

March 1, 2007 to Sept 30, 2007

Duties & Responsibilities:

• Responsible for the overall outcome of the sales and marketing activities in a particular area assigned

(South Luzon Area)

• Supervision and monitoring of the activities of Trade Alliance Representatives who are responsible for the acquisition of partner internet cafés and ensuring that games are installed.

• Compilation and evaluation of daily field reports and on the spot audit of installed games at partner internet cafés.

• Responsible for the overall set up of marketing presentation (product launch, game management) conducted to café associations.

• Responsible for the monitoring of free play in partner cafes and ensuring that merchandising collaterals are installed.

DELL PHILIPPINES, INC.

System Analyst Level 1

December 12, 2005 to July 26, 2006

Duties & Responsibilities:

• Provided technical support, main duties include set up and installation of computer system, configuration of required software as well as trouble shooting

• Assigned on the configuration of laptop via wireless connection/west connectivity

• Assigned to monitor and report on the inventory of the company’s

(Dell Philippines) hardware and peripherals.

• Distribution / Monitoring / Test of AVAYA Equipment (Headset / Amplifier)

• Random Monitoring of servers directly in the Data Center (Backup of files / installation of server updates)

GEMORA ELECTRONICS MARKETING & SERVICES

Technical Sales / Tele Sales Executive

February 23, 2004 – November 15, 2005

Duties & Responsibilities:

• Was responsible for sales generation by promotion of technical service, preventive maintenance and networking services for corporate accounts.

RHINE MARKETING CORPORATION

Marketing Executive/Technical Consultant

April 2001 – September 2002

Duties & Responsibilities:

• Primarily responsible for generating sales and after sales services. Responsibilities include site visit to ascertain client’s hardware and software requirements, preparation of quotation/proposal, and reportorial requirements.

AUTOMATED TECHNOLOGY CENTER

Sales & Service Technician

October 1995 - March 1998

Duties & Responsibilities:

• Generate sales revenue by selling computers and peripherals to corporate and individual clientele

• Conduct sales training – product familiarization to new sales personnel

• Directly supervise and provide technical service to corporate accounts including trouble shooting, PC assembly and installation.

• Basic Consultation Design regarding networking projects in terms of proper materials to use and type of LAN operation systems.

ANADYNE SEMICONDUCTOR, INC.

Sales & Service Technician

October 1994 - August 1995

Duties & Responsibilities:

• Sales & promotion of computers and peripherals

• Provide technical service to corporate accounts like PC assembly and software installation and configuration.

EDUCATIONAL BACKGROUND

Graduated, Electronics Engineering Technology (3 Year Course) TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES

1988 – 2012 - Athlete Scholar (Event: Darts)

High School

Don Mariano Marcos High School

1984 – 1988

PERSONAL INFORMATION

Date of Birth: August 14, 1970

Place of Birth: Quezon City

Civil Status: Married (to Myrna C. Llarenas)

Age: 49 Yrs. Old

Height: 5’6”

Weight: 135 lbs.

Mother Name: Milagros R. Bautista

Father Name: Vicente M. Garcia Sr. (deceased)

In Case Of Emergency

Contact: Ms. Myrna L. Garcia – cell phone no.: 093*-*******

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