Surabaya *** Raya Garden Condominiums

Km. ** West Service Road, Merville, Parañaque City

+639********* adkdpf@r.postjobfree.com

PAOLO GARCIA CERIN

Education

College (2003-2008)

University of Santo Tomas (UST)

Bachelor of Science in Electronics and Communications Engineering (ECE) Philippine Regulation Commission (PRC)

Registered Electronics Engineer (ECE #42544) – Board Passer (Oct 2008) Working Experience:

Company: Dell Technologies (EMC Computer Systems Philippines Inc.) Job Title: Field Service Engineer 2

Customer Service

Global Services

Duration: August 2018 – November 2020

Job Title: Specialist, Customer Engineer

Customer Service

Global Services

Duration: October 2017 – August 2018

Job Title: Customer Service Engineer

Customer Support Services

Maintenance & Support Services

Duration: May 2014 – October 2017

Job Title: Associate Customer Service Engineer

Customer Support Services

Maintenance & Support Services

Duration: May 2012 – May 2014

• Perform installations of EMC hardware and software, pro-active maintenance activities according to established procedures and follow proper escalation procedures.

• Perform hardware part replacements that includes timely and accurate submission of all associated documentation as well as part return.

• Handle Service Request (SR) and provides assurance of complete customer satisfaction at the assigned accounts by adherence of prompt onsite arrival time, technical expertise, knowledge of customer environment, professionalism and periodic site visits.

• Adheres to product specific guidelines, procedures, and best practices. Diagnose system malfunctions to isolate problems to EMC, other OEM vendors or software and develop appropriate plans. Perform proactive and reactive maintenance and hardware Field Change Orders (FCO) according to established procedures. Company: Hewlett-Packard Asia Pacific Limited

Job Title: Technology Consultant I

Decision Support

Application Management Group

Duration: August 2010 – May 2012

• Monitor end-to-end processing of numerous applications and perform planning by applying

expertise in IT industry-standard practices (ITIL), SourceOne (S1) applications, UNIX, Oracle and Informatica.

• Part of the Global OPS NALA team that mainly support and monitor Asia daily processing for

G1 Critical Measures (MDO AAIJK/JP/GC, ISIS JP, WWMD and MAP) and G1 Key Measure (BCST JP) which is essential to P&G’s management reporting and business analysis.

• The team complies with established ISO20000 and ISO27001 processes and the set internal processes for the entire Global Operations Team like Rapid Escalation Process, Maintenance of KEDBs and Virtual Boards, etc.

• Serves as the Internal Service Review (ISR) SPOC from Global Operations Team to Cube Team (July 2011). Primary concern is to establish the best working relationship/practices with counterpart teams.

• Serves as the Global Operations Problem Management Process Owner (November 2011). As part of the ITIL process, proper deployment of the PM process should be met and exercised.

Company: IBM Philippines

Job Title: System Service Representative (SSR)

Maintenance and Technical Support-Integrated Technology Delivery Global Technology Services

Duration: December 2008 – August 2010

• Contributed to IBM’s revenue by identifying business opportunities and closing maintenance contracts.

• Provided Account Management services to different IBM clients

• Conducted Account Review meetings/Operations Review Meetings to different IBM clients.

• Served as Project Lead to different IBM Implementation projects Trainings Attended

Attended with IBM Philippines:

• Linux Power User – May 2009

• Linux System Administration 1 – May 2009

• IBM N Series Storage Administration - July 2009

• Introduction to Information Technology Infrastructure Library (ITIL) – December 2009

• Introduction to i5, i Series and AS/400 for New Users – June 2010 System Operator Workshop for System i – June 2010

• Advanced System Operator for System i – June 2010 Attended with HP Asia-Pacific Ltd.:

• HP UNIX Fundamentals – November 2010

• Introduction to SQL Training – September 2011

• ITIL v3 Foundations Class – October 2011

• Effective Email Writing – November 2011

• Business Email Writing – February 2012

Attended with EMC Computer Systems Philippines Inc./Dell Technologies:

• Global Services Associate Program (GSAP) Boot Camp – Hopkinton, Massachusetts, USA – May-July 2012

Tailored OS Bootcamp

Managing Customer Relations

Symmetrix Installation and Maintenance

Celerra NS Series Installation and Maintenance

Tailored VCE Vblock

Connectrix Installation and Maintenance

CLARiiON Installation and Maintenance

Information Storage and Management v2

• VNX Unified Storage Installation and Maintenance – EMC Education Services, Changi City, Singapore – April 8-12, 2013

• Avamar Management, Installation and Configuration – EMC Education Services, Changi City, Singapore – September 9-13, 2013

• Data Domain System Administration – Online ILT – October 13-16, 2014

• Troubleshooting Storage Area Networks – EMC Education Services, Changi City, Singapore – November 11-17, 2014

• Virtual Escalation Management Training – Online ILT– March 18-19, 2015

• VxBlock Systems Deployment and Implementation - Online ILT – October 26-27,2018

• Customer Service Foundations – Online ILT – December 20, 2018

• VMware vSphere: Install, Configure, Manage [6.7] – Specialist, Customer Engineer Certifications

• LPI – 1 Certified

Linux Professional Institute Certified – Level 1 (LPI000193299) December 18, 2009

• CSME ITIL Foundation Certificate

ITIL v3 Foundation Certificate (Candidate Number: 100323822) October 21, 2011

• EMC Proven Professional – Information Storage and Management EMCISA – Information Storage Associate Version 2

June 8, 2012

• EMC Proven Professional – Specialist

Platform Engineer, VNX Specialist 7.0

June 28, 2013

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