Senior Service Desk, ITIL certified

ALLAN LATTAO BALDOZA

Blk * Lot ** Cindy Street Phase 5, Palmera Homes Novaliches, Quezon City 1117

Mobile No: +63-906-*******

Email Address: ***************@*****.***

WORK EXPERIENCE

Feb 2014 – Present Australia and New Zealand Banking Group Ltd.

Senior Service Desk Analyst

ITIL V3 Certified

Trained for Microsoft Powershell 3 and 4

Versed with HTML, CSS and Javascript

Green Six Sigma Certified (internal certification training)

Project Supervisor for the Continuous Improvement Project for Problem Analysis which improves the Service Desk Metric Calibration.

Office365 and Exchange Administration

Awardee of Take Charge and Excel which is a companywide award

First Point of contact for ANZ Employees that requires technical assistance.

Point of Contact for IBM Hardware incident scrubbing

Point of Contact for Onsite Support deployment.

Resolving/Closing of incident and service request ticket within the Service Level Agreement period.

UAC checking and provisioning for Exchange Console

Member of the Swat Team for problem analysis projects which improves the Configuration Manager and Incident Areas for Service Desk Manager

Team Member of the EUS Knowledge Document Rework Project

Supporting and resolving incidents related to Network connectivity, VPN Services, File Services, Print Services and virtual meeting.

Aug 2013 – December 2013 Temic Inc. (Continental Automotive Philippines, Inc)

Service Desk Consultant

Lotus Notes and Workspace incident and request support

First Point of contact for Temic Employees that requires technical assistance.

Performs password resets and account unlocks using Active Directory and SAP

UAC checking and provisioning for Lotus Notes Console

Point of contact for Onsite Support deployment.

Resolving/Closing of incident and service request ticket within the Service Level Agreement period.

April 2009 – June 2013 ATOS Information Technology Inc. (Formerly Siemens IT Solutions and Services, Inc)

Level 2Technical Support Specialist – Nokia Siemens Networks

2nd Level Support for NSN Employees that requires technical assistance (Phone/Email/Ticket).

POC for incident and request Web Portal Tickets

Team OIC for Team Mylene

Performs password resets and account unlocking using Active Directory.

Point of contact for Onsite Support deployment.

Supporting and resolving incidents related to Network connectivity, VPN Services, File Services, Print Services and virtual meetings via WebEx.

Resolving/Closing of incident and service request ticket within the Service Level Agreement period.

July 2008 – April 2009 TeleTech Customer Care Management Philippines, Inc.

Technical Support Representative Level 1 – Charter High Speed Internet

Providing Technical Assistance for internet connectivity issues for Charter Customers.

Supporting and resolving technical related issues of network devices (modem, router, hub, and switch).

Providing assistance in Charter E-mail set-up using local mail clients.

Assisting in online account registration/setup as well as up-selling of Charter products, services and Charter-provided software.

November 2006 – June 2008 Telus International Philippines

Dell Senior Technical Support Representative – Dell Desktop and Printer Support

Providing Technical Assistance for Dell Desktop and Printer Installation.

Providing Assistance in Operating System Reinstallation, Driver Installation, BIOS Updates, Wireless and LAN printer set-up.

Team Outbound Resolutions Specialist which is responsible for resolving/troubleshooting team callback tickets

Providing Technical Assistance for Telus Internet Provided Services.

CERTIFICATION

2016 ITIL Foundation Certificate in IT Service Management

2011 Meralco Foundation Inc.

CCNA Routing and Switching Fundamentals

EDUCATION

2017 - Present Polytechnic University of the Philippines

Bachelor of Science in Information Technology

2000 – 2006 Polytechnic University of the Philippines

Bachelor of Science in Civil Engineering

1996 – 2000 Taytay National High School

Secondary level of education

1990 – 1996 Kapalaran Elementary School

Primary level of education

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