Engineer Support

c

WORK EXPERIENCE

ATOS INFORMATION TECHNOLOGY INC.

Systems Engineer – SCCM (May 2019 – present)

Implements and provides operational support for Microsoft System Center suite

(SCCM, SCOM).

Build, distribute and troubleshoot package distributions and advertisements.

Implements and provides operational support for virtualized and physical Windows servers.

Proposes and implements system enhancements (updates and upgrades) subject to MNK design approval

Manages patching and updates on all associated systems.

Manages the load configuration of the servers and makes recommendations for purchase or upgrades.

Perform installation, upgrading, monitoring, testing, and servicing of associated technology systems.

Participate in general I/S troubleshooting and issue resolution where required. Help Desk Support (Aug 2019 – present)

Troubleshoots hardware, software, and network problems via phone support.

Uses technical resource and knowledge of information systems to ensure resolution.

Identifies, isolates, and investigates user questions.

Briefs customers and management on the status of resolution efforts

Coordinates and forwards issues by appropriate escalation procedures and personnel.

ACCENTURE INC.

SCCM Administrator (August 2015 – May 2019)

Performs packaging of SCCM and application testing in collaboration with the client.

Implementation, administration and configuration of SCCM Enterprise environment.

Experience with desktop deployment automation architecture, design/migration and troubleshooting.

Contribute to development and ongoing improvement of industry best practices and standards for deploying enterprise desktop technologies.

Knowledge of the Windows registry, interaction of drivers within the OS, and unattended/silent installs of Windows operating systems.

Deployment, installation and administration of Microsoft Office products.

Evaluate emerging technologies to ensure technical solutions are compatible with the company's business needs and strategic objectives.

Provide technical expertise, guidance and strategic recommendations to other IT groups.

Functional working and debugging knowledge of Microsoft Windows operating systems.

Investigate, analyze and resolve technical issues and actively pursue mechanisms for preventing, or automating the response to reoccurrences. ACCENTURE INC.

Level 3 Support Engineer (August 2015 –May 2019)

Responsible in handling high impacting workstation related incidents.

Responsible in troubleshooting assigned incidents and providing resolution based on agreed targets. Performs troubleshooting functions involving: Workstation, Application and/or Operating Systems.

Responsible in providing timely and accurate update and information on assigned incidents and service request.

Responsible for timely escalation of incidents which cannot be resolved on time or would need vendor/third party support.

Coordinates with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary. Ensures that all escalation information is accurate and periodically updated.

PROFILE

I am a graduate of Bachelor of Science

in Computer Science, a dedicated and self-

motivated person with the knowledge and

skills that can contribute to your company’s

success. I am a fast learner with passion to

do things for the improvement of my work.

I’m a person of great interest to knowledge

and open to new ideas.

CORE COMPETENCIES

Knowledge in SCCM Administration,

Windows Systems, Flexnet, SEP,

Incident Management

Adobe Photoshop

Knowledge on scripting, MS Visual

Studio 2013

Capable of software installations and

troubleshooting.

Responds well in fast – paced, high –

pressured environment.

Excellent interpersonal

communication skills (English and

Filipino)

CERTIFICATION

ITILV3 CERTIFIED ( 2015)

MARY ROXANNE SUMERA STA ANA

95 J. Estomata St., Sumilang, Pasig City

Contact No : 094********

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

• Resolve service outages and/or in provisioning new services.

• Carry out equipment acceptance testing and system integration testing

Ensures the security of deployed workstations are in accordance with standards and best practices (e.g., standards implementation/configuration hardening, secure access control, patch updates, etc.)

Works with Global SCCM Team in the deployment of patches and software/package distribution.

Responsible in providing inputs during root cause analysis.

Responsible in reviewing technical root cause analysis report.

Responsible in providing solutions (options) on determined root cause/s of problems.

Ensures that action items based on the agreed solution are completed.

Responsible in project management of initiatives related to IT Infrastructure.

May be tasked to coordinate or be a member of various continuous improvement initiatives of the organization.

Performs assigned activities or tasks which are aligned to the set objectives by the management.

ACCENTURE INC.

IT Operations Junior Team Lead (Nov 2013 – Aug 2015)

Ensures that IT Services are delivered based on agreed OLA targets.

Escalation point for issues raised related to the IT services delivered by the IT Operations Teams in the cluster.

Ensures that proper escalation of issues is performed, accurate information is provided in a timely manner, and that all interested parties are informed on the status of the activities.

Provides input to problem management activities such as root cause analysis, solution formulation and planning.

Reviews implementation plans for infrastructure changes or releases to ensure that these are accurate and comply with the organization’s configuration and security standard.

Performs other assigned activities or tasks which are aligned to the set objectives by the management.

ACCENTURE INC.

IT Operations Support Engineer (Oct 2011 – Nov 2013)

Responsible in troubleshooting basic end-user issues related to workstation, server, network, voice, assets and mobile.

Responsible in processing service request related to endpoints such as but not limited to:

Workstation installations, movement, upgrades, back-up, monitoring, and related workstation tasks based on agreed targets.

Application of break-fix analysis on workstation operating systems, applications, utilities, Internet/Intranet tools, and related workstation services.

Performing/assisting with the troubleshooting on managed active directory and other related services.

Performing/assisting with the network/connectivity related tasks, and preventive maintenance

Proactive monitoring of voice systems to ensure maximum availability and optimal operation of office phone systems including phone handsets, MDF/ IDF wiring, VoIP systems and voice circuits.

Responsible in coordinating workstation hardware related issues to vendor.

Responsible in providing timely and accurate update and information on assigned incidents and service request.

Responsible on the timely escalation of incidents which cannot be resolved on time or would need vendor/third party support.

Coordinates with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary. Ensures that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process.

PERSONAL INFORMATION

Age : 28

Sex : Female

Date of Birth : August 28, 1990

Place of Birth : Pasig City

Nationality : Filipino

EDUCATIONAL BACKGROUND

TERTIARY:

Pamantasan ng Lungsod ng Pasig

Kapasigan, Pasig City

Bachelor of Science in Computer Science

2007-2011

SECONDARY:

Rizal High School

Caniogan, Pasig

2003 - 2007

PRIMARY:

La Immaculada Concepcion School

Bambang, Pasig City

1998 - 2003

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