PROFILE

With ** years of combined IT

Infrastructure Operations Support

and BPO with IT-enabled service

experiences specialized in computer

hardware, software and network.

Has keen on learning, result and goal-

oriented. Willing to be trained and

has more hands-on experience on

chosen field.

Seeking any IT positions where I can

apply my knowledge and skills

earned from past work experiences

to cope up with new, and emerging

technologies.

CONTACT

+63-915-***-****

admfaa@r.postjobfree.com

https://www.linkedin.com/in/al

vin-miraflor/

Blk 8 Lot 5 Sammar 1 Luzon Ave.

Brgy. Old Balara Quezon City,

Metro Manila 1119 Philippines

ALVIN S.

MIRAFLOR

WORK EXPERIENCE

Service Desk Analyst

MicroSourcing Philippines, Inc.

December 2020 – May 2021

Client: Roundpoint Mortgage Servicing Corporation; A Freedom Mortgage Subsidiary

Became a part of the Mortgage company’s IT Infrastructure Support Team and served internal, external and executive employees with their applications, access and credential issues. Able to follow ITIL Workflow and practices to actively respond to all kinds of incidents, change and requests. Manages O365 mailboxes and Sharepoint, maintains VPN and remote connectivity issues and resolve all requests and incidents in timely manner. Coordination with next level of support; work together to resolve client issues in no time.

Senior Service Desk Analyst

Allegis Global Solutions Philippines Corporation

January 2019 – December 2020

Clients: ATI Physical Therapy; Carefirst BlueCross BlueShield Responsible for endorsing incident and request tickets to its designated supporting workgroup. Handles password resets for internal and executive employees, virtual desktop support and management, and other application issues in line with ITIL standard procedures and SLAs. Include provision and delegation of access to NT, SharePoint and other applications. Report clients work site outages to Network Operations Center team.

Tier 2 Technical Support Representative

Reimage Philippines, Inc.

January 2017 – January 2019

In-house account. Second level of support, resolving customer computer issues remotely using remote tools such as LogMeIn Rescue and GoToAssist. Communicates to customers primarily through outbound calls and chats. Able to manage, work and resolve a high volume of remote sessions simultaneously.

.

PERSONAL CHARACTERISTICS

• Effective verbal and written

English communication skills

• Can work under pressure in a

fast-paced environment

• Friendly, courteous, and service

oriented

• Customer service oriented

• Self-motivated

• Can work with minimum

supervision

• Flexible

• Easily adapts process

• Team player, Poise People Skills

• Good problem-solving skills

• Driven with can-do attitude

…..

REFERENCES

Willie V. Rivera

IT Operations Sr. Associate

Accenture, Inc.

Mobile: +63-918-***-****

Mark Raymond de Lara

Supervisor - TeleTech Holdings, Inc.

Helpdesk mobile: (+63 905) 808-

4317

Work: +632-***-****

Ringo Bautista

Chief Executive

PragManila Solutions, Inc.

Mobile: +63-998-***-****

Work: +632-***-**** to 85 /

+632-***-****)

Mohammad Yasser Dilabakun

Technical Operations Team Leader

Reimage Philippines, Inc.

Mobile: +63-917-***-****

Louie Dulay

Senior Service Delivery Manager

Allegis Global Solutions Phils. Corp.

Mobile: +63-999-***-****

Technical Helpdesk Support Specialist

PragManila Solutions, Inc.

August 2016 – December 2016

Client: AngloInfo Limited – The Global Expat Network Responsible for doing replication, analysis, tracking and testing of product issues. Reports and escalates product issues to both front end and backend developers. Tasks include setting up new users, configuring computer systems, diagnosing and repairing various hardware/software faults, and solving technical problems via CRM and Helpdesk tool.

IT Helpdesk – Service Desk Associate

TeleTech Holdings, Inc.

August 2015 – February 2016

Clients: American Red Cross, BestBuy, Hyundai, Intuit, SuperMedia, Weight Watchers, Other Corporate-affiliate Companies. Responsible for handling inbound calls, live chat and logging web- based emails/tickets into ticketing system. Provides First Call Resolution for all technical and system issues. Administering conference bridges during major outages. This includes documenting progress of resolving the issue and results of testing the fixes. Also, includes noting callers who have joined the bridge, their location and their job function. Remote Desktop Support Specialist

Accenture, Inc.

June 2011 – June 2015

Client: BestBuy; Geek Squad (Americas & Canada)

Performs IT technical service delivery role including support of desktops and networks remotely. Able to manage, work and handle multiple remote sessions at a time. Implements IT solutions on both hardware and software to users in the program. Responsible in using hardware and software tools, including installation, configuration, upgrade, maintenance and support of these systems.

EDUCATION

Associate’s Degree – Diploma in Software Development AMA Computer Learning Center

October 2008 - May 2011 (2 years)

TECHNICAL SKILLS & EXPERIENCES

• Computer Hardware and Software proficiency skills and experience

• Networking skills - TCP/IP, DHCP, DNS, LAN/WLAN, FTP, HTTP/S, UDP, SSH, RDP, POP3, IMAP, SMTP, OSI Layer, Subnetting

.

Aubrey Ann Palor

Service Desk Team Leader

MicroSourcing Philippines, Inc.

Mobile: +63-998-***-****

• Network Peripherals Setup & Troubleshooting experience – Routers, Hubs, AP, Switches, Mesh Routers, Network printers & network drives mapping

• Knowledge in programming languages – C++, C#, HTML, XML, CSS, JavaScript, PHP, MySQL, Python, Go

• Basic scripting language experience – Windows Powershell

• Windows OS Management experience – Windows XP,

Vista, 7, 8.1, Windows 10

• Basic OS setup, navigation and troubleshooting skills – MacOS X, Ubuntu Linux

• Experience with Microsoft Office 2007 – Office 365

• VPN hands-on experience – OpenVPN, PuTTy, Cisco AnyConnect, GlobalProtect

• Experience in Remote Desktop programs – LogMeIn Rescue, Cisco WebEx, VNC, GoToAssist, AnyDesk, TeamViewer, Microsoft Windows Remote Desktop (mstsc), Hyper-V, CMRC, WVD, Microsoft Teams Remote

• Experience in Ticketing System Tools – ServiceNow, Kayako Desktop, SugarCRM, FreshDesk, JIRA

(Familiarity)

• Intermediate skill in Virtualization Tools – VMWare, Oracle VirtualBox, Hyper-V

• Windows Server (Basics) - Active Directory DS, Hyper-V, SCCM, DHCP, DNS, Remote Access, Remote Desktop Services

• Azure AD/Active Directory – Add, Modify, Delete users, distribution lists, security groups, policies

• Disk Imaging, Migration & Recovery skills

• VoIP – Avaya, CounterPath SIP, Kayako Desktop VoiP, Nice InContact, Five9.

• Mobile device OS support and troubleshooting skills – Android, Apple iOS

• Citrix/VDI/VMWare Management

• O365 Management – Access Delegation, Mailbox

• SharePoint Management – Add, Modify, Delete contents

• Has experience and understanding of ITIL process

Contact this candidate