ELMER CASINILLO, MCSA, ITIL

BS Computer Engineering

Contact Number : +974-********

email : adgfzp@r.postjobfree.com

WORK EXPERIENCE SUMMARY:

Company

Job Tile

Period

1.1. QATAR FOUNDATION

Senior Service Desk Engineer

March 2013 to August 2020

2. RASGAS COMPANY LTD.

IT Support Engineer

November 2007 to February 2013

3. AWS DISTRIBUTION PHILS. CORP.

Area Manager

October 2002 to October 2006

4. GENTEC TECHNOLOGY CORPORATION

Technical Support Engineer

July 1999 to September 2002

DETAILED WORK EXPERIENCE:

1. SENIOR SERVICE DESK ENGINEER

QATAR FOUNDATION

through Qatar Computer Services sponsorship

Qatar Science and Technology Park, Education City, Doha, Qatar

March 2013 to August 2020

Duties and Responsibilities:

Provide 1st level technical assistance and support for incoming queries and issues via email, phone or walk-in users related to computer systems, software, and hardware.

Respond to queries either by email, in person or over the phone.

Log and process incidents and service tickets

Escalate incidents and service requests to the next level for more complex problems and outages.

Provide basic training computer users for processes and other special cases.

Install, modify, and repair computer hardware and software.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Maintains the security policies based on IT Governance standard

Maintains confidentiality of any sensitive information or data in any medium

Follow up with customers to ensure issue has been resolved.

Technical Skills:

IT Service Management System processing (HPSM)

Active Directory Management (Account creation, modifications, etc.)

Email Management through MS Exchange Server Management (Email creation, modifications, etc.)

Manage O365 user accounts

Manage user accounts and licenses through Azure Portal cloud

Manage email filtering and analysis through Exchange Online

Suspicious email analysis through Symantec Cloud or Microsoft Office 365 cloud

File and Folder Management and Access (Access grating, modifications, etc.)

Printer Server Configuration and Management

Hardware troubleshooting (Computers, printers and other network devices)

Software installation, updates and troubleshooting

Handheld devices support

2. IT SUPPORT ENGINEER

RASGAS COMPANY LTD.

through Qatar Computer Services sponsorship

Ras Laffan Industrial City, Qatar

November 2007 to February 2013

Duties and Responsibilities:

Receive & handle IT Support requests via email, phone, and in person

Identify, isolate, troubleshoot, and resolve IT issues

Assist in implementing and educating users in best practices

Install, deploy, and maintain IT Hardware and Software systems

Provision & maintain user accounts

Update and create internal and customer facing documentation

Assist in implementing and enforcing council IT policy and best practices

Stays abreast of advances in technology

Coordinates timely repair of equipment covered under 3rd party maintenance agreements

Recognize and escalate high-level issues as appropriate

Perform preventative maintenance on IT systems as directed

Technical Skills:

IT Service Management System processing (ITCCC)

IT Helpdesk / End user technical support

Ghost imaging and troubleshooting

Computer Assembling and hardware troubleshooting

Supporting printer related issues (Network printer and Print server)

Managing and Maintaining Physical / and Logical Devices

Antivirus Installation, configuration and troubleshooting

Installing and maintaining Wireless networks

Configuring routers and Switches

3. AREA MANAGER

AWS DISTRIBUTION PHILS. CORP.

345 M.J. Cuenco Ave. corner L. Tudtud St.

Mabolo, Cebu City, Philippines

October 2002 to October 2006

AWS Distribution Phils. Corp. is an exclusive distributor of various Structured Cabling Products bearing the brand name BELDEN, HUBBELL, KRONE, AVAYA/SYSTIMAX, ALANTEK, AMP, Fluke (Microtest), etc.

Nature of work:

Officer in Charge (OIC) of the whole operations of the branch.

Technical Head

oCoordinates with the End-user and the System Integrator (Contractor) for proper implementation of the Structured Cabling Project.

oProvides guidelines to the System Integrator on standard and proper products for the project.

oProvides recommendations to End-user for the realization of the project.

oFacilitates trainings for System Integrators and partners.

Management Responsibilities

oManages assets and liabilities of the company.

oMonitors company’s profitability.

oManages proper collections and deposits.

oAttends the employee’s concerns.

oMaintains good working environment.

Sales and Marketing Responsibilities

oMakes the major decision for the each product’s stocks and price.

oSets-up regular product updates for the clients and partners.

oProcures products other than ours.

oAttends the regular business meetings.

oTakes care of the clients’ concerns.

Maintains good and constant communication with the company’s owner.

4. TECHNICAL SUPPORT ENGINEER

Gentec Technology Corporation

Mandaluyong City, Philippines

July 1999 to September 2002

Gentec Technology Corp. is a telecommunication & IT distributor of various international companies in the U.S.A. (ADC, JCT, etc.), Canada (Marconi), Sweden (Avitec), New Zealand (Digitech), Radcom test equipments and other companies in Europe and Australia.

Duties and Responsibilities:

Site Surveying

Planning and site analysis

Installation of the Equipment

Testing and Commissioning

Maintenance and troubleshooting of the installed equipments

Documentation

Network and Systems Administration

Research and Development

Technical Skills:

PC installation and troubleshooting both hardware and software (Microsoft OS only).

Configuring various equipments using the Hyperterminal like switches, routers, modems, multiplexers and other communication equipments

Setup network switches including its basic configuration like port assignments, transmission types, etc.

Setup routers with its basic configuration (routing protocol, bandwidth rate, IP and Subnet Mask assignments, etc).

Setup multiplexers as backbone running in different technologies like SDH, ATM, SONET, Radio, E1, T1, E3, T3, etc.

Troubleshoot network connectivity using PING, IPCONFIG, TRACEROUTE, ARP, etc.

LAN termination and cabling (Copper only)

Network tracing and monitoring using special equipments like Network Analyzer, Network Connectivity Tracer, Tone Tracer, etc.

INTERNATIONAL CERTIFICATIONS:

1.Microsoft® Certified Solutions Associate (MCSA)

Certification Number : F136-0983

Achievement Date : December 25, 2014

Certification/Version : Windows Server 2012

2.Microsoft Certified Professional

Certification Number : F077-7812

Achievement Date : November 27, 2014

Certification/Version : Microsoft Certified

3.ITIL® Operational Support and Analysis Certificate (ITIL OSA)

Certification Number : 4900782.20281636

Achievement Date : May 31, 2014

Certification/Version : ITIL Version 3

4.ITIL® Foundation Certificate in IT Service Management (ITIL Foundation)

Certification Number : 4900782.20215587

Achievement Date : November 17, 2013

Certification/Version : ITIL Version

EDUCATIONAL BACKGROUND :

5-year College Degree Achieved:

Bachelor of Science in Computer Engineering

from 1994 to1999

University of San Carlos – Technological Center

Nasipit, Talamban, Cebu City, Philippines

PERSONAL INFORMATION:

Birth Date : March 29, 1977

Birth Place : San Andres, Manila, Philippines

Home Address: Basak, San Juan, Southern Leyte, Philippines

Nationality : Filipino (Philippines)

Status : Married

Height : 5’ 5’’

Weigh t : 65 kls.

Passport No. : P3278210B

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