Desktop Support Engineer
Resume:
Jonas Gramaliel Gamo Concepcion
*** * ******* ******, ****** Taguig City
**************@*****.***
OBJECTIVE:
To work in a position where I can practice my knowledge and skills and to contribute to the establishment’s services.
Professional Background
Company Name: Phil-Data Business Systems Inc. –
Address: King's Court Building 2 1231, Chino Roces Ave, Legazpi Village, Makati, Metro Manila, Philippines
Date: July 2016 to Present
IT ENGINEER (COGNIZANT Project)
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to 2nd level or 3rd level in accordance to Service Desk processes
Manage service request, software installation, new computer setups, upgrades, etc.
Maintain ownership of user’s issue and service ensuring that they receive resolution within reasonable time frame. (Responsible to all hardware and application support, queries, issues and problems and take ownership in the monitoring, operating, managing, in the completion and delivery of issue resolution (and take ownership in the completion of delivery and issue resolution).
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Install authorized software to laptops and desktops
Ensuring security and upgrades are applied and kept up to date on desktops and laptops
Antivirus installation to all desktops and laptops
Fault-finding to laptops and desktops
Reporting faults and maintaining logs on servers, desktops, and laptops
Completing internal user moves including phones
Patching of network and phones
Basic Network troubleshooting.
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
Remote Support Engineer
Install Software
Remote support engineers assist clients and customers in installing software. They follow directions to correctly set up software for clients.
Solve Technical Issues
When customers experience technical issues, they communicate their problems to remote support engineers, who then find solutions to the queries.
Provide Customer Service
Working with clients and customers, remote support engineers provide excellent customer service. They communicate effectively and listen attentively to customers’ concerns.
Advise Customers on Software Management
When troubleshooting software errors, remote support engineers advise customers on maintaining and managing their software. They offer tips and advice to avoid facing technical issues.
Work with Engineering Teams
Remote support engineers also work with engineering teams to design and implement improvements to software and tools.
Service Desk Dispatcher (BANGKO SENTRAL ng PILIPINAS Project)
Act as the single point of contact to the customer for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources on the Company dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
Enter all work as service tickets into Helpdesk Ticketing System
Onsite Support Engineer (BANGKO SENTRAL ng PILIPINAS Project)
Lotus Notes Configuration and troubleshooting
Filezilla and FTP Utility Installation and Setup (Konica Minolta/Fuji Xerox)
Printer Hardware Troubleshooting and printer sharing setup (Laser, Inkjet)
VPN Configuration and troubleshooting (Checkpoint Mobile)
Computer hardware and software installation and troubleshooting
Basic Network Settings
Assisting end user for proper use of application
Providing assistance thru ticketing system
AS400 Setup and Troubleshooting
Install, Configure and Troubleshooting of internal application
Meeting SLA requirements
Asset management and preventive maintenance in regional and main branch
Company Name: Trans Asia Construction Development Company
Address: Unit 505 - 506 MSA Prime Center Building, Madrigal Business Park II, Muntinlupa, Metro Manila
Position: IT Staff
Date: August 13, 2015 – July 2016
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems and networks;
Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
Replacing parts as required;
Providing support, including procedural documentation and relevant reports;
Following diagrams and written instructions to repair a fault or set up a system;
Supporting the roll-out of new applications;
Setting up new users' accounts and profiles and dealing with password issues;
Working continuously on a task until completion (or referral to third parties, if appropriate);
Rapidly establishing a good working relationship with customers and other professionals, such as software developers;
Testing and evaluating new technology;
Conducting electrical safety checks on computer equipment.
Company Name: SPi Global
Address: SPi Global - SPi Dr, Parañaque, 1704 Metro Manila
Date: July 21, 2013 to August 12, 2015
Position: Content Editor
Perform administrative tasks (receiving tasks from clients and input those tasks into spreadsheets for processing)
Prepares data (conversion from word and pdf files to xml/sgml files) for publishing products in print and online/platform.
Examines the articles/files/production materials and applies various methods of content processing— mark-up language checking, pre-editing, proofreading, and issue correction—in constant adherence to the productivity and accuracy standards set by the division and the clients.
Maintains/updates client databases, as well as preventing/ correcting content errors.
Meet client specifications and fabrication operations quality standards on given projects.
Analyses and ensures completeness/validity of errors in documents raised by clients.
Ensure that documents are published online, on time and of good quality through using a monitoring/tracking tool.
ON-THE-JOB-TRAINING:
Fujitsu Philippines Inc. November 2011
Quality Compliance Office
Making some Graphic design like wallpaper and logo.
Editing Web Sites and portal.
Educational Background:
University of the East (2008 - 2012)
Bachelor of Science in Information Technology
2219 Claro M. Recto Avenue, Sampaloc, Manila
Skills and Competencies:
Computer Programming
- C ++
- Java Script
- VB.net
-C #
-Net Beans
-SGML
Database
- SQL
MS ACCESS
Image Editing/ Graphic Designing
- Adobe Photoshop CS 5
Computer Basics and Fundamentals
PC Troubleshooting
PC Assembly
Web Development
- HTML programming
- PHP
PROJECT ACCOMPLISHED:
LAN-Based Library System for Lady Mediatrix Institute
A complete computerize system that will allow the students, faculties and staffs to easily search, borrow, reserve and return book and to provide fast and accurate system in order to improve the operation in school’s library.
AFFLIATIONS AND ORGANIZATION:
2008– 2012 Computer Students’ Society (COMSSO) – Member
AWARD AND RECOGNITION:
Program Evaluation Passer in Information Technology
Outstanding Performance in IT Service Desk
Desktop Support Engineer of the Quarter
SEMINARS ATTENDED:
JUPITER (Junior Philippine ITE Researcher)
Database Management IBM Certification
Certified Safety Officer 1
Character References:
Edjayne Visico
Service Delivery Officer/ PHIL-Data
Leonil Formelleza
Supervisor/ Cognizant
Donald Aboga
IT Manager/ Cognizant
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