ORPIADA, JOHN-JOENEL PALENCIA

Lot ** Block * Almond Street Northwood Village, Barangay Sta Lucia Pasig City Philippines1608 Tel # +63-922******* Email: adgqmo@r.postjobfree.com, adgqmo@r.postjobfree.com SUMMARY:

17 years of working experience in the field of Information Technology mainly Project management, Infrastructure, Windows/Linux Server Operating System, Application Support in a Physical and Remote Environments.

Core competence in Installation, Configuration, Performance Tuning, Clustering and Troubleshooting on the following Operating Systems: Windows 2003, 2008/R2, 2012 and other platforms such as Unix/Linux

Experience in end to end project management in the delivery/deployment of medium to large, complex, enterprise systems and experience in the major phases of a software project: analysis, design, testing, implementation planning, installation and training.

Exceptional leadership skills, problem solving abilities, and strong capabilities in planning, project financials management, organizing and progress control.

Good negotiation skills, with the ability to delegate, and the ability to work with all levels of an organization – internal and client.

Worked in a 24 x 7: Highly Available Heterogeneous Production / QA / UAT and Dev environments for Multi-National Companies (MNC). (FIS Global Solutions Philippines, Inc., JP Morgan Chase Bank, TrendMicro and Oversea-Chinese Banking Corporation)

Provide guidance and mentorship to the IT Operations team members growing their technical and professional skillsets and capabilities

Evaluated and streamlined core IT systems for multiple clients. Retired obsolete apps, established scalable platforms supporting business growth and strengthened information security.

Manage and supervise IT professionals (employees and contractors) working in the IT Operations area.

Built and managed talented teams of business analysts, programmers, developers and other specialists. Supervised up to 22 personnel per engagement, coordinating between in-house and client teams and keeping stakeholders informed of progress and milestones.

Work experience in Financial Domain and BPO Business Process Outsourcing

A highly motivated and energetic professional, dedicated to understanding and meeting business unit needs.

Exceptional focus, follow through and coordination skills. Proven ability to develop and manage project schedules and known for working well with cross-functional team to achieve on-time project schedules

Strong Analytical and troubleshooting skills with Excellent Communication and Co-ordination

Provides reports to management and interact with clients/customers and 3rd party vendors

Infrastructure Technology Information Library (ITIL) Certified Practitioner

Experienced working with different CRM applications, ServiceNow and Salesforce

Knowledge in Financial Industry Equities, Fixed Income, Investment Banking and Global Markets.

Ability to handle/manage people in any level

CERTIFICATIONS:

Microsoft Certified IT Professional: Windows 2008 Server Administrator Microsoft Certified Technology Specialist: Windows Server 2008 Network Infrastructure, Configuration Microsoft Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration Microsoft Certified IT Professional: Enterprise Desktop Support Technician Microsoft Certified Technology Specialist: Windows Vista, Configuration Microsoft Certified Desktop Support Technician: MCDST Microsoft Certified Professional: MCP

Microsoft Certification ID: 3621175

EXIN - Information Technology Infrastructure Library ITIL v3 Foundation Registration Number: EXN4453111

Citrix Certified Administrator: CCA - Citrix Xenapp 6.5 Registration Number: CTX547528 Professional Work Experience:

FIS Global Solutions Philippines, Inc.

9th Floor, ECOPLAZA, 2305 Chino Roces Avenue Extension Makati City, Philippines 1231

Technology Services Manager - Application Support Team June 8, 2015 – August 29, 2020

Job Responsibilities:

Provide technical proficiency in production support activities related to these technologies (Incident and Problem Management).

Handles 2nd and 3rd level escalations (Break/Fix incidents and Requests)

Debugging skills to identify root cause (application/code, middleware, database, network etc.) and make necessary changes if changes are in scope of application support team, or else escalate/coordinate with other teams (e.g. Network Operation Centre) and follow-up until resolution.

Demonstrated knowledge of DB query language, data manipulation and data load concepts.

Provides internal training sessions and cross-train other team members in area of product expertise.

Perform other tasks deemed necessary by management in enhancing support performance.

Assess requirements against technical aspects of system such as Meta data structure and application data requirements identify system business rules, and data elements to support system and create/modify resource documentation such as Application’s RunBook and Playbook.

Documents incident resolution and steps taken to resolve incidents (monitoring reports)

Be on 24/7 On-call roster to provide technical support for critical business-related applications.

Deployment and release experience - ensure all packages and code are successfully migrated into the production environment in adherence to Release and Change Management processes.

Monitored project health and status of both BAU and transformation projects

Handled change management process, calling out risks and issues that may potentially impact the project’s timeline.

Provide oversight in managing IT Operations and associated business systems/services to ensure that they meet the service level agreements.

Ensure the IT Operations Business Continuity Plan (“BCP”) is in place and ready to be used in time of need.

Ensure compliance with the laws and regulations.

Ensure continuous development of processes and procedures to support an effective and efficient operations system with due compliance to regulations and laws.

Ensure the security of the information systems, communication lines, and equipment.

Responsible for the development, review, and certification of all back-up and disaster recovery procedures and plans.

Oversee ongoing improvements and the feasibility of system enhancements.

Evaluate overall IT Operations of computing and information technology functions and recommend enhancements.

Interact with company managers on internal and external IT Operations support and services.

Attending ManCom meeting with Operations and pre-client audits for corporate compliance. JPMorgan Chase Bank N.A.

One@Changi City, One Changi Business Park Central 1, Singapore 486036 Application Support Analyst - (Associate)

December 02, 2013 - April 25, 2015

Job Responsibilities:

Support operations, projects, and capability improvement for the entire service lifecycle, including the key functions of:

o Incident Management

o Problem Management

o Event Management

o Risk Management

o Change Management

o Release and Deployment Management

o Knowledge Management

o Capacity Management

o Availability Management

o Information Security Management

Plan and execute Infrastructure projects via change and release management ITSM.

Plan and execute Risk Management projects in collaboration with application development team.

Identifying problems and opportunities and participate in developing solutions.

Participate and own investigation and resolution of complex problems related to supported technologies.

Provide escalated ticket/incident management for LCT supported applications as well as will participate in defect management, issue tracking/trending.

Taking leadership in owning issue resolution and driving them to completion.

Ensuring that incident and problem management processes and procedures are followed and adhered to standards. Ticketing via HP Service Manager (Peregrine)

Communicating to end users, engineers, and operations thru Emails, MS Lync 2010 and Phone/Video conference.

Work with the vendor on any support cases to seek out and test resolutions.

Work with Applications running on Unix/Linux and Windows Environment.

Provide performance /capacity metrics and ad hoc reporting of the same.

Provide technical expertise and share knowledge with team as required.

Be on a 24x7 rotation schedule to provide level 2/3 application support

Eyes on Glass for jobs running on Control-M and Tidal provide L1.5 support for job failures and escalate if necessary.

Monitor the application performance and provide technical support as required.

Ability to learn new products and technologies outside of background experience. Oversea-Chinese Banking Corporation, Singapore (OCBC BANK) OCBC Centre 1, Tampines Singapore

Payroll under - Polaris Pte. Ltd.

Wintel Systems Engineer (Application Team Lead)

June 25, 2012 - November 29, 2013

Support Tasks:

Escalation point of Helpdesk and EMS Monitoring Team for any Windows Servers related issues

Manages services which includes interaction to answer questions, problems and requests and provide support regarding complex system issues for OCBC Global IT using Ticketing system

Resolved in-scope technical incident tickets and service call using HP OpenView service desk (HPOVSD)

Install, Managing Windows OS and Configure RAID setups on IBM Servers, HP Proliant ML, DL and BL Servers, clustering and setting network teaming

Maintain new and existing DMZ, Production, DR, UAT and Development Windows 2000, 2003 and 2008 servers running on IBM xSeries, HP Proliant and virtualized environments

Perform Server Patching

Support for any related issues in Citrix. (Troubleshooting, investigation, root cause analysis, Publishing Applications, Upgrades, Users Rights assignments, server setups and other technical issues related to Citrix.)

Perform root cause analysis, incident reports and solutions on Hardware and Software related issues

Performed BAU and Application Support

Project Management Tasks:

Project Lead for OCBC Island wide branch server OS and Hardware migration. Windows 2003 to Windows 2008 Total of 60 Servers have been migrated.

Project Lead for OneSIBS, Citrix XenApp version 5.0 and 6.5 Farm Installation and Application package deployment. Total of 30 Servers was configured and joined to Citrix Farm.

Working with Application Infrastructure Services (Project Management Team) for new Financial, and Infrastructure Project

Support the Project Manager/Team in planning, status reporting and project methodology.

Participate in designing, implementation and support for the project assigned

Handling Windows AIS Projects, from building of the servers, Hardening, Security review following ITMP and Sign-off.

Assisting vendor for the assigned projects, identify risk and tracking issues.

Create Manual and Documentations.

Esco Audio Visual Pte. Ltd.

119 Genting Lane #05-02 Singapore 349570

IT Engineer

(October 24, 2011 – June 22, 2012)

Support Tasks:

Management of Company’s Regional IT infrastructure and network

Business Development in IT Related Areas

Pre-Sales Engineering Relating to Video Conference Products and Solutions

IT Advisory

Monitors and improves system performance

Upgrades system hardware and software components as required

Assists with system troubleshooting to isolate and diagnose common system problems

Analyses, logs, tracks, and resolves hardware/software matters pertaining to networking, connectivity issues, printers, servers, and applications to meet business needs. Project Management Tasks:

Installation and Configuration of PFSense Firewall VPN Server.

Upgrade PABX Telephony System.

Installation of Windows 2008 FTP Server.

Asset Inventory using Belarc Advisory Software.

Managing RedHat Linux, Samba File Server.

Webvisions Pte. Ltd.

75Science Park Drive, #02-06 Cintech II, Singapore 118255 Associate Technical Support Engineer (Windows/Unix)

(April 4, 2011 – October 21, 2011)

Support Tasks:

To provide second-level technical support and troubleshooting over telephone and e-mail, via the company’s CRM ticketing system

To provide hosting service provisioning and cancellation

To perform investigation and troubleshooting to all the reported issues and make sure that all problems and requests are handled properly and resolved

To escalate problems to senior consultants or managers whenever necessary for resolution.

To perform system administration of all aspects of the company’s servers, both Unix-range and Windows- range servers.

To perform various installations and maintenance works to be done on both company servers and dedicated customers’ servers.

To be responsible for good running of all the servers, including setting up for both virtual (shared) hosting and dedicated hosting.

Trend Micro Incorporated

8th Floor Tower 2, The Rockwell Business Center Ortigas Avenue, Pasig City Philippines. Senior System Engineer

(January 18, 2010 –March 12, 2011)

Support Tasks:

2nd level server management including installation, configuration, maintenance, performance monitoring, fault diagnosis and resolution on Windows 2000/2003/2008 Servers, Exchange Server 2003, and Exchange Server 2007.

Exchange mailbox management

Configuring Exchange policies, migrating Exchange Servers

Part of Exchange migration team from Exchange 2003 to Exchange 2007

Handles inbound and outbound calls for North America clients that uses the following Trend Micro Products:

ScanMail for Lotus Domino 3.0, 5.0 (SMD) for Windows, AIX and OS/400

ScanMail for Microsoft Exchange 8.0, 10.0 (SMEX) for Exchange 2003, 2007 and 2010 (Clustered and Non- Clustered Environments)

Trend Micro Email Encryption 5.3, 5.5

Handles several manager/sales escalation cases that need immediate assistance.

Manage and administer thirty-plus virtual guest server (Windows Servers 2003 and 2008 and Exchange 2003, 2007 and 2010 integrated with Trend Micro Messaging products) hosted in VSphere version 4.1

Works closely with Core/SEG engineers in identifying and resolving the product – related issues and to provide workarounds and solutions to product bugs and new features implementation.

Installation of VMware workstation and VSphere 4.1

Installing Windows 2003/2008 Servers R2, adding server role such as Active Directory, DNS, DHCP, IIS) Creating user accounts and Organization Unit providing user access to file servers.

Installing Microsoft Exchange 2003, 2007 and 2010 Hub transport, Edge and Mailbox role managing email addresses and user accounts.

Setup, installation and Configuration of Microsoft Cluster SCC and CCR (Active Passive node) on Windows 2003 and 2008 Server R2 with Microsoft Exchange 2003 or 2007, hosted on Virtual Machines VSphere.

Setting-up my own Windows laboratory, Windows 2003 and 2008 Server for troubleshooting and case isolation.

Provides technical training to colleagues new hired engineers.

Continuously improve and upgrade technical knowledge and skills through training and certifications.

Meet business objectives and team targets defined by SLAs and Scorecards. Advance Contact Solutions

G/F Asian Plaza Bldg., Sen. Gil Puyat Ave. Salcedo Village, Makati City Philippines. I.T. Technical Support Specialist

(August 21, 2006 – December 31, 2009)

Support Tasks:

Windows 2003 Server Administration (Active Directory, Print server, Fileserver, Application Server).

HP Blade Servers, Administration and Maintenance.

Monitor and Maintains Servers and IT equipment stability including purchases and inventory. Handles allocation and transfer of equipment’s for specific project or change of management.

Administers Sophos Enterprise Console Anti-Virus.

Data backup and disaster recovery and planning Administrator.

Network configuration including WI-FI access, VLAN change, cabling, Patching of PABX and AVAYA VOIP Phones and Call master 5 configurations and installation are part of duties and responsibilities.

Administer the deployment of software and application including testing and evaluation of its integrity and capacity towards the specified hardware, network and security.

Provides technical support in call center accounts on a 24/7 shifting schedule with long hours of work overtime pressure.

Administer every level 2 and 3 escalation coming from IT helpdesk provided with ticket numbers.

Administers specific task/project assign by IT manager and supervisor. Including quarterly computer software maintenance and security update.

Microbase Incorporated

105 Casmer Bldg., Legaspi Village Salcedo Street Makati City Philippines. I.T. Systems Engineer

(August 5, 2002 – August 20, 2006)

Support Tasks:

Administers the stability and use of local area networks (LANs/WANs) downtime.

Administer Novell Netware and other Novell solutions.

Manage the use of system units, servers and IT equipment’s.

Administer data backup automation, disaster recovery, security updates for windows and virus definition updates.

Provides technical support.

Communicates effectively with vendors, external municipal and government agencies, service providers and other entities and ensures that IT objectives are accurately represented in various technical information exchanges.

Facilitates and maintains a productive working relationship with other IT and non-IT groups and departments to identify technology requirements and coordinate technology activities.

Responds to and troubleshoots emergencies including server and system outages, physical infrastructure issues and other equipment issues.

Develops and implements configurations for new equipment and maintains servers. EDUCATION:

University of Makati.

Bachelor of Science in Industrial Technology

1998 – 2002

J.P. Rizal Ext. West Rembo, Makati City Philippines. CHARACTER REFERENCE: Available upon request.

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