Desktop Support Engineer

MARK LOUIE O. PAHANEL

+639**-***-**** • *********@*****.*** • Provincial: #37 Bayanan, Bacoor, Cavite • Current 2128 TSR2 Room 405 Urdaneta Street Guadalupe Nuevo Makati City

IT Professional Experience

December 2005 to present (15 years)

15 years IT Technical / Remote Desktop and Server Support / SCCM / Windows OS support from XP to Windows 10 / Windows server OS 2008, 2008 R2 / Windows Server 2012, 2012 R2 / Windows Server Core 2016 and Windows 2016 Servers / Microsoft Office 365 / Active Directory, Group Policy and PowerShell.

Career Employment History

Maersk Supply Services: 10th floor KMC Solutions Rockwell Sheridan Bldg. Sheridan St. Shaw BLVD

May 6, 2019 – November 5, 2019

Position IT Specialist – System Center Configuration Manager

Manage patching cycle for Onshore and Offshore Sites supporting clients and server

Manage SCCM Task Sequence deployment, OS upgrade and troubleshooting.

Manage Endpoint Protection configuration.

Manage software deployment via Application and Package method.

Provide L2 SCCM / OS remote support, (Ticketing Base)

Provide operating system troubleshooting for Microsoft patch issues.

Provide Software Center troubleshooting for users.

May 6, 2019 – November 5, 2019

Accenture, Inc.: 22nd Floor, Gateway Tower 2, Cubao, Quezon City

Project Assigned: AICPA

August 1, 2018 – May 5, 2019

IT Operations Analyst

Manage patching cycle for UK and US Sites

oDownload and create deployment package every 2nd Tuesday of the month for patching cycle.

oConfigure and deploy application and packages needed per site

oPerform monthly maintenance inactive clients, discovery, superseded, expired patch, SCCM back up and WSUS cleanup.

oProvide patching report and other deployments.

Manage SCCM upgrade Site servers and client upgrade, perform GPO push client upgrade.

Manage Endpoint Protection configuration.

Remediate SCCM Clients and Patch installation issues for Windows Clients and Servers.

Provide L2 OS remote support, (Ticketing Base)

Provide any assistance in Active Directory access settings.

Provide Microsoft Office and Oracle troubleshooting assistance.

Perform additional task from Team Leads.

Accenture, Inc.: 15th Floor, Ebloc 2, V. Padriga Street, Cebu Asia IT Park, Cebu City

Project Assigned: CIO – IS – CEM Ops

Duration: Jan 24, 2017 – July 31, 2018 (1 yr. and 6 months)

IT Operations Analyst

SCCM Operations

Complete Task for Patch Calendar every Month starting at 2nd Tuesday.

oConfigure Standard Collection for Production and Non-Production

oConfigure Make Up Collection for Production and Non-Production

oSet Maintenance Window for Standard and Make up Patching for Production and Non-Production

oSend Communication to clients in a weekly basis

oWSUS Clean-up

oCollection Clean up and Package Clean up

Complete Be Secure Priority List. This are lists of CIO servers with missing patches vulnerable to malware, broken clients, vulnerability ageing, and firewall issues.

Remediate SCCM Clients and Patch installation issues for Window OS (Windows 2008, Windows 2008 R2, Windows 2012 and Windows 2012 R2, Windows 2016 and Windows Core Server 2016)

Patching of Site Servers

Daily monitoring of incident and change request needed by the Application Team.

Migrate clients to new version of SCCM.

Perform additional task from Team Leads

Accenture, Inc.

15th Floor, Ebloc 2, V. Padriga Street, Cebu Asia IT Park, Cebu City

Project Assigned: ARROW, COCAMO June 16, 2013 – Jan 24, 2016

IT Operations Analyst

DEPUTY OF COVERT OPS

Shift Supervisor

Responsible for the Units Delivery. Includes ensuring that all agents on the shift meet delivery of minimum of SLA per hour on a daily basis, and all units meet the CSAT and quality also on a daily basis.

Manage turn time and queue volumes across agents.

Ensuring the targets to be met on a daily basis.

Ensuring proper discipline on floor.

Conducting different feedback sessions, including regular performance feedback, for the agents (One on Ones and Team Meetings) and keeping management informed about the same.

Adhere to the shift duty rosters.

Follow up on production issues and ensuring timely resolution.

Maintain daily attendance for their respective shifts.

Coordinate shift handoffs to ensure smooth transition between teams driven to completion.

CONFIGURATION MANAGEMENT COORDINATOR / CHANGE MANAGEMENT COORDINATOR

Ensure that project CI’ (Configurable Items) and CM Tools are updated base from the CM Plan requirements and criteria.

Ensure that CM Audit are conducted as plan

Ensure that all configurable items and change requests should recorded and baseline.

Creates and maintains the Change Management Plan for the project or the support group.

Ensures that the PCR is being implemented by the project or the support group.

Creates and maintains the Change Control Log for the project.

Reviews the status of change requests daily.

Verifies the completion of changes and attach the approval of the baseline document in the change request.

Accenture INC.

25th Floor Cyber Gate Tower II Pioneer, Mandaluyong

Project Assigned: ARROW, JUMP August 21, 2012 - June 15, 2013

IT Operations Analyst

Brief Description of Roles

REDO ESCALATION - Perform quality audit for completed machines that was sent back by store because the machines still have issue that was not fixed. Rework and fixed those problems that was sent back by store.

CONFIDENTIAL INFORMAT (CI) – Handles communication requests of Store Agent priorities.

QUALITY COP (QC) - Perform random quality audit for completed machines and calibration machines of SKU and ADR/BB agents. And Help fix problematic machines sent to the Escalation channel by ADR/BB agents.

ESCALATION - Perform advance troubleshooting in machines to help other agent and fix the machine problem, includes malware removals, OS troubleshooting, Windows updates install, AV/AS installation and precinct request indicated on the service. Which another agent can’t fix.

PEOPLE PLUS TECH INC.

Unit 2214 Cityland Herrera Tower, Rufino Corner Valero St. Salcedo Village, Makati City.

Project Assigned: Accenture Philippines Manila Delivery Center

25th Flr Robinson Cybergate Tower 2 Building Mandaluyong City.

Desktop Support Engineer – Redo Escalation-Quality Control August 6, 2007 – August 20, 2012

Perform Advance Operating system, Software Repair and Installations on customers Computers by troubleshooting via remote service tools and programs.

Removal of Virus, Trojan, Malware, Adaware and other any type of malicious software.

Escalating and provide solution for future use, Undertake analysis, diagnostics and resolution to client problems.

Provide 100% Quality First Time Fix

Provide all process training and coaching for new hired agents

Undertake analysis, diagnostics and resolution to client problems.

Log troubleshoot and track problems.

Perform special assignments as required.

Work effectively in a team environment and help others where needed

CTLINK SYSTEMS INC.

4th Floor 109 Maripola Building, Perea St. Legazpi Village Makati City

February 1, 2007 – July 2007

In House Engineer – Support / Assembly Engineer - Production

INTERHOUSE SOUTH CORPORATION

Mezzanine 4, South Center Tower 2206 Market Street Madrigal Business Park Alabang Muntinlupa City

September 20, 2006 – January 31, 2007

I.T. Staff

VALUE POINT INC.,

EDSA Extension, Pasay City

March 2005 – June 2006

MIS Staff

EDUCATION

AMA COMPUTER LEARNING CENTER – BACOOR, Cavite

COMPUTER SYSTEM DESIGN AND PROGRAMMING, 2002

TESDA LAS-PINAS, Las Pinas city

COMPUTER TECHNICIAN, 2000

SEMINARS AND TRAINING

ITIL v3.0 Certified February 2015

Administering System Center Configuration Manager and Intune February 6 – 10, 2017

SKILLS

Proficient on virus removal Malware, Trojans Adaware, Virus, Phishing, Backdoor Viruses.

Proficient in Operating Systems like Windows 95/98, Windows 2000, Windows XP Pro, Windows Vista, Windows 7, Windows 8, 8.1 and Windows 10. Microsoft Office 2000, Microsoft office 2003, 2007, 2010, 2013 small business and professional, Mac OS, DOS Environment and Network Troubleshooting.

Proficient in Windows Server 2008, 2008 R2, Windows 2012, 2012 R2, Knowledgeable in Windows Server 2016 and Windows Core, Knowledgeable in Power Shell, Active Directory, VMWare and Intigua Console.

CHARACTER REFERENCE

Raquel B. Diongzon Mark Anthony Mendoza Anthony Chua

IT Operations Team Lead IT Operations Team Lead IT Lead

Security Team CIO – Intigua Maersk Supply Services

Cyber Gate Tower 3 Cyber Gate Tower 3 Rockwell Sheridan BLDG.

Mandaluyong City Mandaluyong City Mandaluyong City

+639**-***-**** +639**-***-**** +639**-***-****

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