****-**** *** ******** ******* San Juan (B.S in Computer Engineering)

Seminars Attended

Meralco Foundation Institute 2003

Basic Electronics

Micro Computer Hardware Fundamentals

Micro Computer Hardware Servicing

Advance Micro Computer Hardware Servicing

Accomplishments

Support Contact Center Growth from (2012) 25 agents in Manila to 1600 in Manila and 400 in Cebu (2020)

Desktop image build and automated deployment across all business units in both locations

Manage Agent Equipment Deployment and Inventory

24x7 Support for Agent Escalations

Budget Management for > 1600: PC, Laptop, Headset, Phone, Tablet and Accessories

Maintenance Management for > 1600: PC, Laptop, Headset, Phone, Tablet and Accessories

Six Sigma Yellow Belt Project Utilize Old Desktops and upgrade for re use 500 Desktops Upgraded to Standard Specs that helped improve user experience and boost productivity

Headed Pandemic Roll Out prepared 800 laptops for non-laptop users in manila and enable work from home for all users

I was part of building the Cebu Temporary Site and Movement to Final Site Hiring training of IT facilitated movement to New permanent site

Technical Skills

Operating System: Windows XP, Windows Vista, Windows 7 Windows 10

Applications: MS Office 97-2007, Symantec Endpoint Protection, Lotus Notes, Landesk, Mc Affee Antivirus,SCCM Office 365 account creation

Others: Basic Networking, Desktop/Laptop hardware and software troubleshooting, Imaging, Active Directory Printer Server and File Server rights

Working Experience

Realpage Inc (October 2012- April 2021)

Team Lead Local Desktop Support (March 2018-Present)

Desktop Support Specialist II (March 2014-March 2018)

Desktop Support Specialist I (October 2012- March 2014)

•End User Support (On site and Off site)

•Troubleshooting of Dell Desktops Avaya phones and Printers

•Avaya Phone Configuration

•Network Patching

•Desktop Setup

•Desktop Imaging Via PXE and SCCM

•McAfee AV Management

•AD Password Reset and Unlock

•Managing Of Ticketing System

•Managing of Assets

•Software Deployment

•Asset Testing and Purchasing

•Manages Tickets for the Philippines

•Level 3 Support For Desktop Related Issues

•Handles Desktop Related Projects from the US (Standardization Deployment and Maintenance)

•New Hire Orientation IT related Topics

•Leads 3 Desktop Support in Manila and 2 in Cebu

•Leads Local and US Projects for Desktop Team in the Philippines

•Oversee SLA for Philippines

•Oversee Asset Deployment and Inventory

Harte-Hanks Inc (October 2011-October 2012)

IT Support Specialist

•On site Production Support

•Troubleshooting of HP and IBM Desktops AVAYA phones and printers

•Hardware replacements of IBM and HP Desktops

•Configure AVAYA phones

•Patching of network for production floor

•Setup of new desktops for production floor

•Testing of Windows Security Patches

•Software Installation

•Reimage of Desktop using GHOST and SCCM

•Problem and Request Ticket monitoring

•Active Directory Management creating of NT Login and email sync

•Microsoft Outlook ID Creation Management via office365

•McAfee Antivirus Management

•Network Cabling

•Remote Support

Diversified Technology Solutions International Inc (January 2011-October 2011)

On Site Engineer for GENPACT

•On Site Production support in GENPACT

•Troubleshooting of DELL Desktops AVAYA phones and RICOH printers

•Hardware replacements of DELL Desktops

•Configure AVAYA phones

•Patching of network for production floor

•Setup of new desktops for production floor

•Testing of Windows Security Patches

•Software Installation

•Reimage of Desktop using GHOST

•Problem and Request Ticket monitoring

Coca-Cola Bottlers Philippines (July 2008 – December 2010)

IT Infra Support Engineer

•Deployment of New and old IT equipments (laptop, desktop printer and phone)

•Inventory Of New and old IT equipments (laptop and desktop)

•Reimage of Desktops and Laptop

•Creating of Image for desktops and laptops

•Testing of new softwares and computer units

•Utimaco Hard disk Encryption Deployment

•Landesk Server Deployment

•Lotus Notes Client Installation, Configuration and Troubleshooting

•Symantec Endpoint Protection Deployment

•Active Directory Management Assistant

•IT Helpdesk Level 3 (Phone/Remote Support: Network, Applications, Hardware, Software)

•Technical Support Level 3 For Makati Site (Network, Applications, Hardware, Software, Imaging, etc)

•Windows Imaging Management and Deployment

•Patch deployment on Servers and Workstations

•Connected and Avamar Backup Deployment

•Project assistant on Plant automation of Maintenance Management

•Configure Infrastructure applications on Workstations

•Configure Workstations

•DHCP Server Management Assistant.

•Issuing of Incident Management Ticket

•SAP Logon Setup and deployment

•Creating of Windows XP Image for desktops and laptops

Dingo Systems Corporation (April 2008 – June 2008)

Service Personnel

•Troubleshoot of Dingo electronic Bingo machines in sites

•Assemble of Dingo electronic Bingo machines

•Assist and teach users in using the machines

Aim Corporate Solutions (July 2007 – March 2008)

Project Engineer for Glaxo Smithkline Makati

•Deployment of new and old IT equipments (laptop, desktop)

•IT equipments Inventory

•Technical Support Level 2 For Makati Site (Network, Applications, Hardware, Software, Imaging, etc)

•Troubleshooting of Desktop and Laptop

•Issuing of Incident Management Ticket

Genex Premium Game Centers (May 2004 – July 2007)

Computer Technician

•Computer Assemble and Troubleshooting

•Shop equipments Inventory

•Customer assistant

•Software and games Installation and testing

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