Desktop Support Administrator

Cordero, Maria Lourdes C.

Contact Number: +63-960*******

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

Summary

s10 year experience as System Administrator / Helpdesk /Desktop Support / Technical Support for various MNC

sIntensive knowledge in Active Directory and Exchange Server

sExpertise in Network (Wired or Wireless) Installation, Configuration and Troubleshooting

sKnowledge in Computer Installation of Software Applications Systems and Software Upgrades

sKnowledge in setup and troubleshooting of IT hardware and peripherals

sWith Strong Analytical & Problem-solving skills; Highly Personable with Excellent Comm. Skills

sFast-learner, Willing to Learn New Tasks, Able to Produce on time, Knows What to Prioritize, Flexible and Creative; Can Work Effectively with minimum supervision

Work Experience:

IT ServiceDesk Analyst

Inmarsat Solutions Pte Ltd November 2012 – March 2021

Department: IT Infrastructure and IT Operations

Primary function is to provide technical support to users within ASIAPAC region (Singapore, Hongkong, Indonesia, China, Japan, Australia, New Zealand) through calls and email

Manages Active directory such as account creation, shared drive creation or access restriction, reset password, distribution list, update account details etc

Exchange administrator for creating mailboxes, calendars

Administrator for various applications such as HP ALM, Navision, PULSE

Also handles administration of Webex and provide support on Video conferencing devices and apps

Responsible for creating and troubleshooting Entrust, RSA and Quest tokens used for VPN connection

Build computers and software deployment through SCCM

Also help with Aruba switch wireless configuration for our remotes offices

Responsible for Cisco Phones and mobile phones configurations

Helps with the server maintenance and/or troubleshooting from time to time

Handles projects such as Office move and Domain Migration

Coordinates with vendors and responsible for IT related purchases

Maintains good relation with our local provider and vendors

Logging tickets through ServiceNow

IT Client Service System Admin /Level 2 IT / BES admin/ Helpdesk / Desktop Support / IT Procurement Office

Australia & New Zealand Bank September 2009 – November 2012

Department: Information Technology

As a Level 2 IT Support and System Admin, my primary function is to create system access for new hires

This also include the creation of Dept Shared Folder and granting access to the Dept Share

We are also responsible for doing the backup and ID deletion for the leavers in the bank

As a Helpdesk / Desktop Support, My primary function is to assist internal user with their technical issue in terms of computers, account ID and access.

This include a remote connection using Dameware to users computer to configure and troubleshoot the issue

Manages active Directory entries such as generic mailbox, distribution list, update account details, create department group for folder access and deletion of account.

ASIAPac BES admin, responsible for managing the users in BES for Asia Pacific Region

Responsible for adding new user in BES, providing Enterprise Activation password, Reset the device password, and troubleshoot BB Issue’s for Singapore and AsiaPac Blackberry users.

NICE administrator. This includes creation of NICE ID and Call retrieval

Handles Projects such as Secure Remote Token Refresh, TechRefresh, Leavers, AD Cleanup and BES Clean up

Procurement Officer. Coordinates with vendors and responsible for IT related purchases

BlackBerry Partners Technical Support Associates

Research In Motion Singapore Pte Ltd January 2009 – Sept 2009

Department: Technical Support

Provide exceptional support to external customers and partners through e-mail and phone communication. By collecting, updating, and maintaining customer trouble ticket and resolution information, resolve technical issues relating to the BlackBerry™ through a process of troubleshooting, fact-finding, researching, testing and, where appropriate, escalation.

Responsible for providing highly effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our elite escalation teams utilizing Remedy Action Request Ticket Management Software, Microsoft Outlook and various internal and external knowledge-based systems. The primary functions of this role consist of:

Participating in an inbound priority-based queue to answer telephone and e-mail based inquiries

Collecting information and performing troubleshooting of the BlackBerry product (resolving approximately 95% of all customer inquiries)

Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown

Leveraging both internal and external knowledge resources for assisting customers

Logging issues and customer information into the Remedy ticketing system

Provide level 3 support for all users.

IT Administrator

EPS - HP outsourced to Goldman Sachs June 9, 2008 – December 2008

Department: Information Technology

Responsible for setting up and creating account on the server for new employee (kerberos ID, email, windows account)

Liased with external support company to provide users access to applications for their job functions

Setup telephone for employees within the company, this include PABX programming for Meridian and Nortel phone as well as CISCO programming for IP Phone.

Ensure that all matters relating to the process of information are carried out in a prompt, efficient manner and in accordance with policy and procedure.

Make best use of technology in support of your role, ensuring correct operation and compliance with organizational and legal requirements.

Works effectively as a team member and helps build relationships within it. Actively helps and supports others to achieve team goals.

Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organizational objectives.

Blackberry Helpdesk July 2007 – June 2008

Singtel Mobile Pte Ltd MIBB for Corp Account

Department: Customer Service Dept

Participating in an inbound priority-based queue to answer telephone inquiries mostly from Corporate users and Consumers

Collecting information and performing initial troubleshooting of the BlackBerry product

Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown

Leveraging both internal and external knowledge resources for assisting customers

Logging issues and customer information into the CRM, FRMS ticketing system

Escalating when necessary to our appropriate Escalation teams

Educational Background:

College Adamson University 1999

Bachelor of Science in Electronics

And Communications Engineering

900 San Marcelino St. Ermita Manila

ITIL Basic Certification EXIN Singapore November 2011

Contact this candidate