Desktop Support Engineer
Resume:
Jerome Ramirez Laguesma
*# Makatarungan ST. U.P. Diliman Quezon City
Primary: *****************@*****.***
Back up: ******.********@********.***
Skype: to follow
OBJECTIVES
Obtain a position at a Company where I can maximize my hands on computer hardware and software skills, quality assurance and incident management.
Position as local hardware weather onsite or for dispatch.
IT position I can focus on hands on troubleshooting, program installations and networking.
To secure a position with a well-established organization with a stable environment that will lead to a lasting relationship in the field of IT-Hardware.
To obtain a position that will enable me to use my technical skills, educational background, and ability to work well with people.
EXPERIENCE
Manager, IT Operations Conduent, Inc. June 2018 – Up to the present
Responsible for all IT strategy, development, execution and management activities, supporting secure digital innovation &
Capabilities both internally and externally.
Responsible for day to day delivery of technology services to internal and external clients. Services include incident capture
and resolution; performance monitoring, tuning and auctioning; break-fix resolution; support of operational audits and
Certifications; and other operational administrative functions such as equipment, circuit ordering and associated activities.
Achieves goals through the work of others.
Management responsibilities include performance appraisals, pay reviews, training and development for three or more
Employees.
Requires broad technical expertise and company/industry knowledge. Communicates with key players on operational issues, handles
Accountable for functional, operational and/or program management.
Network Operation Center Team Lead Conduent, Inc. June 2018 – Up to the present
Manages the global function if a 24x7 NOC, providing direct supervision and technical leadership to the team.
Provide supervisory level responsibility managing the day-to-day BAU tasks and activities during a given work shift period, ensuring technical resources are dedicating time to appropriately prioritized work activities.
Monitors and enforces all policies standards and procedures for the NOC.
Utilize tools, internal tracking metrics, and other reports to generate KPI reports for internal use in order to identify operational and process improvement opportunities.
Communicates with key players on operational issues, handles escalations and notifies senior management of high severity and chronic network issues.
Assist management of key NOC initiatives and improvement activities (both technical and administrative).
Maintain data integrity and reporting accuracy by ensuring that all tools are in use, accurate and functioning properly.
Other duties as required.
Network Operation Center Real page, Inc. Jan 2016 – May 28 2018
An OIC or acting Team Lead for 2 Years doing the following:
Remains on the forefront of emerging industry practices and technologies.
Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
Builds respectful relationships with team members; consistently acknowledges and appreciates each member's contributions.
Provides quality customer service above else; ensures an understanding between customer and Secure-24 and helps provide workable solutions.
Keeps track of lessons learned and shares those lessons with team members.
Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24’s values and culture.
A NOC Network Operations Engineer has the responsibility of monitoring and maintaining the network, servers and any telecommunications equipment in the company datacenter. When the system malfunctions, the NOC technician troubleshoots the network, makes repairs and gets the system back up as quickly as possible. This can require the technician to work at all hours of the day, depending on when the network disruption occurs. There are three main roles in the Network Operation Center (NOC).
To ensure maximum possible service availability and performance; to provision customer network services on core equipment and; to provide support services for Engineering and other technical teams.
Provide 24-hour Network Health surveillance and alarm reporting utilizing network monitoring
And surveillance software.
Review and general cleanup of Ticket queue.
Ensure timely resolution to trouble tickets.
Ensure timely follow up with customers via e-mails or phone calls.
Troubleshooting Network issues
Created standard procedures to create consistency and improve support response time.
Supported VMware, VDI, Fusion Nagios, Solar winds, SCOM, Putty, Networker Management,
Assisted in disaster recovery planning, testing, implementation and documentation.
Ensured SLA's are achieved and client expectations are met (or exceeded)
Strong team management and supervisory skills including scheduling, priority setting of tickets.
Implemented security policies, network and host intrusion prevention, security event monitoring, and access control systems to achieve regulatory compliance and industry best practices.
Managed control protocols for LAN / WAN infrastructure.
Ensured proper DNS, IP, Firewall, VPN, and server configuration for customer networks.
Cloud Desktop Support Realpage, Inc. Jan 2015 – Jan 2016
Provide client support and technical issue resolution via phone (Inbound/Outbound).
Focuses on hardware/software issues for PC, Notebook and Smart phones that can be resolved thru phone and remote connection.
Provide training to clients in the use of the system how to login (greystar, outlook Etc.)
Obtain in-depth understanding of OS and application operations related to company offered services.
Performs outbound calls from the user’s that created a ticket using our support website
Associate System Administrator Teletech Customer Management Inc. July 2013 – Sept 2014
Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity. Integrate technical knowledge and business understanding to create superior solutions for Teletech and for customers.
Taking action on requests from IT and Business units for Network and systems access
Ensuring adherence to the 'User Access Management' Policy
Carrying out reporting on non-compliance to the Policy
Administer processes around implementation of NT, Exchange, Kerio and Security Groups and Chat.
Reporting for System Access Reviews as per documented policy.
Advising and educating the business on security standards and policies.
Reviewing and improving Security Administration processes.
Participating in ongoing security reviews and audits and action associated items.
Comprehend the Company’s Network Account’s policies and standard operating procedures as well as follow all regulations to ensure network security.
Provide supporting systems to automate standard processes in order to reduce resistance to adoption.
Performs other related functions as assigned by the Management team
Site Support Technology - Technology Department
1 of 6 Site support technicians responsible for installing, configuring, maintaining and troubleshooting 2500+ Desktop/Laptop Computers, Thin Clients, Avaya/Cisco Hard Phones and HD Audio Visual Equipment/ Tandberg Systems, including Microsoft Windows OS and Office Products, and all other third-party applications within the Teletech Site 24/7.
Respond and resolve trouble tickets raised by all internal departments in a timely and professional manner using the Teletech Service Desk and ServiceNow ticketing systems.
Run reports and re-mediate a Teletech Site’s technical compliance to internal, client, and vendor policies. (Symantec Endpoint Protection, SCCM Client, Windows Update/Patch, PCI DSS, and SOW Compliance)
Proactively recognize technical issues affecting the end-users and recommend an effective solution.
Create, develop and upkeep Teletech Site IT documents. (Standard Operating Procedures and Environment, Workstation Builds, Hardware/ Software Inventory)
Stack and rack network switches, including port and VLAN configurations.
Coordinate with 3rd level technicians regarding support boundaries
Tools: Windows Active Directory (AD), Salesforce
Doing extra project like ticket tagging and ticket assignments following ITIL process to ensure that all of the tickets that are coming in and out are taken care of.
Coauthor a process for IT services following ITIL
Remote Desktop Management Engineer Hewlett-Packard Enterprise Services Philippines Feb 2011-Feb 2013
Apply technical knowledge to operate a technology area (e.g. user profile administration, software deployment management, performance management) or customer group with moderate risk/complexity. Integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
Incident Management: Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.
Escalation Management: identify potential escalations and alert management proactively.
Problem Management: Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance.
Quality: Provide continual improvement recommendations/direction setting advice within work team.
Project Management: Participate in customer and internal projects, including transformation. Lead projects from own responsibility area.
Customer Relationship Management: Balance internal needs with customers and/or internal businesses/end user's needs within defined parameters.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility. Typically advises or sets direction for.
May provide leadership for small customer(s) or provide input for larger customer(s)
Sub-region or region.
Resolution Specialist ( Dell Inc.) Teletech Customer Management Inc. May 2007 – Sept 2010
Provide client support and technical issue resolution via phone (inbound).
Focuses on hardware issues for notebook PC is that can be resolved thru phone and remote connection.
Provide training to clients in the use of the system.
Obtain in-depth understanding of OS and application operations related to company offered services.
Identify and correct or advise, on operational issues in client computer systems.
Other Work Experience:
IT Administrator (Sept 26, 2004 to Feb 2, 2005)
American Logistics Services Company
Salmiya Kuwait
Senior Technician (Feb. 28, 1998 to Dec 20, 2002)
Benson Computers Corp.
118# Naranghita S.T. Anonas Q.C. Philippines
Service crew (June 28, 1997 to Sept 20, 2001)
MCDONALDS FOODS CORP.
Philippines
SKILLS
Incident management.
ITILv3 Certified.
Ability to work on different Windows enterprise tasks such as:
oProfile rebuilding (local and roaming)
oMinor SCCM troubleshooting
oWindows application problems
oSCOM
oCloud Environment
oNagios
oSolar Winds
Experience with Active Directory.
Experience with MS Outlook troubleshooting.
Basic knowledge in Powershell
EDUCATION
Asian college of Science and Technology
2000 BS. Electrical Computer Technology ( Under Grad Lacking 1sem only)
OTHERS
Date of birth: July 12, 1977
Place of birth: Manila City
Marital status: Married
CHARACTER REFERENCE
Alvin Cleofas Email:
*****.*******@********.***
Meljohn Asacta
********@*****.***
Contact this candidate