Roland Dela Cruz

*** ******** **** ********* ********** Rizal, 1940

Manila, National Capital Region, Philippines

+63-927******* adnn2f@r.postjobfree.com

Education

Technological Institute of the Philippines

Bachelor's/College Degree in Engineering (Computer/Telecommunication)

Major in Telecommunication

Work Experience

Majorel

Senior Service Desk Analyst

January 2020 to Present

*Specialization IT/Computer - Network/System/Database Admin

*Single Point of Contact for IT Support, Incident and Service Request Management

*Manages email and calls from VCP\End users and System Analyst.

*Manages and monitor shared mailbox and help analyze email content

*Assisting Management with new updated and process changes based on ITIL Foundation process.

Service Desk Agent in Support role in Microsoft Exchange. AD Password Reset, Account, Group Creation\ Deletion, MS 356 Configuration and DL\ Shared Mailbox creation and Support, Service Now, Remedy, Citrix and Remote Desktop support roles and ITIL based Incident management. Bomgar remote support. RSA\VPN\Cisco any Connect and Fortinet, Okta Application Support. Cisco IP Desk phone\ Soft Phone Application support. WebEx Application support. BitLocker Set Up\Recovery\ Reset. Major Incident Management team. Genesys Pure Cloud end user Support

Genesys Telecommunications.

October 2019 to December 2019

Senior Technical Engineer

PureCloud Support Administrator

Telephony/ Architecture

Administer Edge and Amazon server for Genesys and Client end

AVAYA Administration and Configuration

Troubleshoot and Investigate Pure Cloud Technical Issue with Industry Standard Application SUMO, Loglion and Wireshark

Provide resolution to Client Issue with Pure Cloud and provide Root Cause Analysis on the Incident.

Unisys Inc. Philippines

August 2018 to October 2019

Senior Service Desk Analyst \ BAXTER

*Specialization IT/Computer - Network/System/Database Admin

*Single Point of Contact for IT Support, Incident and Service Request Management

*Manages email and calls from VCP\End users and System Analyst.

*Manages and monitor shared mailbox and help analyze email content

*Assisting Management with new updated and process changes based on ITIL Foundation process.

Service Desk Agent in Support role in Microsoft Exchange. AD Password Reset, Account, Group Creation\ Deletion, MS 356 Configuration and DL\ Shared Mailbox creation and Support, Service Now, Remedy, Citrix and Remote Desktop support roles and ITIL based Incident management. LMI remote support. RSA\VPN\Cisco any Connect and Zscaler, Okta Application Support. Cisco IP Desk phone\ Soft Phone Application support. WebEx Application support. MobileIron mobile application Android and OIS Mobile device support. BitLocker Set Up\Recovery\ Reset. Major Incident Management team. Genesys Pure Cloud end user Support

*Update Knowledge Based Tool and SharePoint and Coordinate with Vendors\ Clients with updates and process changes

*Monitor Everyday business process

Service Desk Analyst Level 2\ AXA Financial

*Pioneered Start up Campaign with AXA Financial

*Specialization IT/Computer - Network/System/Database Admin

*Single Point of Contact for IT Support, Incident and Service Request Management

*Manages email and calls from VCP\End users and System Analyst.

*Manages and monitor shared mailbox and help analyze email content

*Assisting Management with new updated and process changes based on ITIL Foundation process.

Service Desk Agent in Support role in Microsoft Exchange. AD Password Reset, Account Creation\ Deletion, MS 356 Configuration and DL creation and Support, Service Now, Citrix and Remote Desktop support roles and ITIL based Incident management. LMI remote support. Cisco IP Desk phone support. Airwatch\Intune mobile application Android and OIS Mobile device support. BitLocker Set Up\Recovery\ Reset. Major Incident Management team. Genesys Pure Cloud end user Support

*Update Knowledge Based Tool and SharePoint and Coordinate with Vendors\ Clients with updates and process changes.

*Monitor Everyday business process

ATOS Information Technology Inc. Philippines

Nov 2016 – May 2018

Service Desk Analyst Level 2 \ XIM Midrange

*Pioneered Start up Campaign with XIM Midrange.

*Specialization IT/Computer - Network/System/Database Admin

*Single Point of Contact for IT Support, Incident and Service Request Management

*Server and Application Management.

*Manages email and calls from VCP\End users and System Analyst.

*Manages and monitor shared mailbox and help analyze email content

*Assisting Management with new updated and process changes based on ITIL Foundation process.

*Special Projects.

NYBC Blood Center Operations

Senior Service Desk Analyst

*Pioneered Start Up Campaign for NYBC Service Desk Support.

*Training Service Desk Agent in Support role in Microsoft Exchange. AD Password Reset, Account Creation\ Deletion, MS 356 Configuration and DL creation and Support, Service Now\ Remedy, Citrix and Remote Desktop support roles and ITIL based Incident management. LMI remote support. Airwatch mobile application Android and OIS Mobile device support. BitLocker Set Up\Recovery\ Reset. Major Incident Management team. Network Support team. CIC Admin Management and Genesys Pure Cloud end user Support.

*Update Knowledge Based Tool and SharePoint and Coordinate with Vendors\ Clients with updates and process changes.

*Monitor Everyday business process

RingCentral Acquire Asia Pacific

Senior Technical Engineer/ POC

Apr 2014 - Mar 2016

*Provide a much higher level of support as a senior technical support.

*Provide support for new agents as floorwalker

*Take charge of the team in the absence of our supervisor

*Take in supervisor calls

*Provide a much higher technical support for RingCentral customers

*Special Projects

-Trouble shooting tree creation and process implementation

-Helped in Launching pioneering queue for UK based service

Sr. Technical Support Representative/ Escalation

*Assist Local IT and End in Hardware Provisioning/IP Phones /Software Provisioning. Configuration VOIP and SIP settings.

* Provide assistance with IVR set up, configure call routing as per Customer requirement, Initial Product set up for Contact Centers, Desktop and Mobile Applications Support/ Network Connectivity and Repair/ CRM Integration Outlook, Salesforce, Zen desk, Oracle, Google etc. NICE Incontact telephony support. Cisco, Polycom and other IP Desk phone support. Webex Application support. Okta Application support.

*Assisting Local IT Administrators with Compatibility Issues/ Product Implementations and Set up of Product functionality thru Phone Inbound and Outbound, Web Chat, Email and Remote access using Sales Force Case Mgmt. tool, in a customer service organization.

Convergys

Nov 2011 - Apr 2014

Hewlett Packard \ Virgin Mobile Australia

Level 2 Technical Support Representative

Devbay Support

*Manage a new hire team of 10-15 persons for two different waves\batches

*Assist new hire in their calls to ensure resolution

*Coach new hire to improve their competency in taking calls and product knowledge

*Audit new hire calls to analyze their strengths and weakness and create an action plan to improve agent’s skills

*Train new hire about the product, services and process

*Able to endorse 90% of trainees to tenured teams

*Send daily, weekly and monthly attendance to managers

* Send daily, weekly and monthly attendance to workforce management

*Send daily, weekly and monthly updated stats of my team

*Participate in weekly meetings with clients, account director, managers and team leads

*Participate in special projects

- Trouble shooting tree creation and process creation

-Helped create action plan with management in process utilization

Technical Support Representative

*Provide Hardware/Desktop Repair, Software Compatibility Issues, Connectivity Issues and Security Support for Hewlett Packard Desktops and recommend products and services appropriate for the customer’s needs.

* Technical Support / Customer Representative/Sales/Escalations

*Subject Matter Expert and Development Bay Coach for Virgin Mobile Australia

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