Have more than 4 years+ of solid and relevant IT Technical Support
Resume:
PROFILE
Age: **
Birthplace: Philippines
Height: 5’8
Weight: 84kg
Civil Status: Married
CAREER OBJECTIVE:
To be a part of a Company that will improve my skills to contribute to a positive work environment while learning and applying work expectations and to develop my personality, self-esteem and confidence that will lead me to my success in undertaking my future career.
QUALIFICATION:
Have more than 4 years+ of solid and relevant IT Technical Support industry wide experiences ranging from Business Process Outsourcing/Call Center, Consumer Electronics Retail, Small Business Enterprise, Schools and Education Sector, Government Sector and others. I ‘am responsible in supporting end user technologies, including but not limited to Desktop, Printers, Devices, Productivity Software’s, Mobile Device Platforms, Applications, Network, Systems and Endpoint Security Products. I have strong customer or client services background and has a positive outlook on problem solving ensuring the customer satisfaction and whole company runs smoothly.
CONTACT NO: 096********
ADDRESS: Brgy 1, Pasuquin Ilocos Norte
EMAIL: ado5ck@r.postjobfree.com
Technical Support Representative
Alorica Philippines
T-Mobile US Telco
January 24,2017 – August 19, 2018
Computer Shop Manager
GFORTCOM Computer Center
Pasuquin, Ilocos Norte
June, 2005 To December, 2016
OJT - On the Job Training (486 hours)
Avion BPO Corporation
2nd Flr. Jomel 1 Bldg., A. Castro St., Laoag City, Ilocos Norte, Philippines
Virtual Desktop Solution Setup
River Deep Academy
Bacarra, Ilocos Norte
Technical Support
VCM -Voting Counting Machine
Philippines Commission on Election Smart Matic
Ilocos Norte Chapter - Philippines
Technical Support Consultant
Set-up School Computer Facilities
Church of Our Saviour
Pasuquin, Ilocos Norte Philippines
MARK ALLEN ROSALES
EDUCATION
BS Information Technology (BS-IT)
AMA COLLEGE LAOAG CITY PHILIPPINES
June 2013 – April 2016
Thesis: Web Based Information System of Pasuquin Central Elementary School
Main Features: School Online Grading System
SKILLS
WORK EXPERIENCES
FREELANCE TECHNICIAN
PRINTER, COMPUTER AND LAPTOP REPAIR
Ilocos Norte Philippines
March 2020 to Present
Software and Hardware:
Diagnosed and repaired an extensive variety of branded (HP, Dell, Toshiba, Lenovo/IBM, Acer, Apple, Gateway, Asus ROG, TUF Gamming) and custom-built desktop, and laptop computers. Installed and configured software including Operating Systems - Office and Productivity programs, Email clients, Antivirus software, Mobile Device Platforms and others. Additionally, has technical experience in Printers like HP, Canon, Epson both CISS and cartridge activation and Reset, print head replacement.
Provide on-site computer repair services to small and private business.
Diagnosed software issues, installed updates or new software and remove malicious programs.
Consulted with customers regarding technological need as well as technical problems.
Disassembled system on-site to diagnose issues and make selected repairs
Took systems off-site as needed for major repairs/rebuilds.
TECHNICAL SUPPORT ENGINEER
SILICON VALLEY COMPUTER GROUP PHILIPPINES
October 24, 2018–February 13, 2020
Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
Actively update, maintain and monitor all aspects of computer hardware’s and software
Install and configure computer systems and applications for clients
Respond to customer inquiries and assist in troubleshooting and resolving challenges
Act as the initial point of contact for all computer and system related concerns from clients or other employees
Organize and file documentation pertaining to warranties and instructional guides for computer hardware
Troubleshoot systems and work with customers to determine needed hardware or software changes.
Break down systems, remove malfunctioning hardware, and install new parts.
Check system software and data integrity
Perform all repairs with utmost concern for customer privacy
Achievements: 1. Project delivery of various end user technology and Technical Support requirements for Philippines CHED (Commission on Higher Education) and TESDA (Technical Education and Skills Development Authority) Provincial Chapters. 2. Oversee, maintain, monitor and provide support for Robinsons Mall -VenVi group of company’s hardware and software contract and technology needs.
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Processing orders, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Managing a team of junior customer service representatives.
Ensure customer satisfaction and provide professional customer support.
•Assist customers when they have trouble or questions using computer software’s such as Microsoft Office, Adobe software’s and all software’s that are being used in the cyber cafe.
•Provide services such as encoding, printing, downloading and all other operations provided by the cafe.
•Responsible in computer troubleshooting, maintenance and software installation.
•Knowledgeable on popular Online and LAN games and be able to assist customers on how to use it.
•Troubleshoots different kinds of computer programs, hardware’s and software’s.
•Provide excellent customer care.
•Maintain cleanliness and orderliness of the place.
•Keep accurate records of logs and inventories of the shop.
•Time customers of the number of minutes or hours they will use the computer or internet.
•Design and setup cyber cafe network infrastructure, from subscribing to the ISP, network cabling, to installation of modem, access point, switch, server and clients.
•Setup IP camera to monitor operation and provide security to the cyber cafe.
•Diagnose and report connection problem with the ISP provider
•Trained and become familiar with the Business Process Outsourcing\Call Center setup and environment.
•Provided support on the services offered by AVION both voice and non-voice projects including Virtual Assistance, Online Gaming, Data Entry and Chat Support
•Serve as a operation Technical Support to troubleshoot and maintain company's computer system.
•Ensure that all computer equipment’s are running smoothly without any issues on or before and even after the operation
•Install, troubleshoot, maintain and repair equipment including desktop, printers, scanners and other peripherals.
•Implemented and setup Virtual Desktop Solution to River deep Academy using state-of -the-art virtual technology.
•I'm able to setup this solution as per their Technology requirement.
•Setup 1 server and 10 clients, this includes installation of virtual boxes and console management
•Set-up of network, including cabling and internet connection to all the machines.
•Installed required productivity application including Office suite, presentation program and media applications.
•Provided continuous services and maintenance as per the contract.
•Prepares programs, inspects and stages for delivery electronic voting machines in advance of Election Day.
•Performs on-site repair of voting equipment
• Performs basic repairs on electronic vote counting machines when required.
• Assists in the assembly of Voting Precinct Supply sets for distribution to precinct officer.
•Distributes election supplies including, but not limited to, computer paper, copier paper, voter registration cards, envelopes, etc.
• Receives, inventories, and separates all official voting ballots; sorting and verifying them by precinct number, ballot type, and numbering sequences.
•Maintains, repairs and stores election and office equipment, including but not limited to, voting booths, ballot boxes, tables, chairs, light fixtures, handles, hinges.
Setup Technology Requirements for this Primary School
Provision and build Desktop units for Computer literacy use
Provided continues consultancy and first hand customer support
Deployed and Maintained stability of hardware and software use by the students.
TECHNICAL SKILLS
Programming Languages
JavaScript, SQL, HTML, C, C++, SQL, XML
Office and Productivity Suite
MS Office 365, 2019 (Excel, Access, Word, PowerPoint, Publisher)
Operating System
Ubuntu, Windows XP, Windows 7, 8 and 10, Apple MAC OS
Mobile Device Plaforms
IOS, Android and Windows
Hardware and Network Devices
Acer, Dell, HP, Lenovo, ASUS, MacBook, Aztech, Edimax, DLINK Switches and Routers, TPLINK Router/Access Point, PLDT Home Broadband Unit, APC.
Endpoint Security Products
McAfee, Kaspersky, AVAST, ESET and others.
SEMINARS AND TRAINING ATTENDED:
•HP Software Automation Basic – Unified Functional Testing 11.5 Essentials
AMA Computer College of Laoag City
Pacific Building II, Don E Ruiz St. Laoag City, Ilocos Norte, Philippines
•Seminar on Web Development using .Net Framework
AMA Computer College of Laoag City
Pacific Building II, Don E Ruiz St. Laoag City, Ilocos Norte, Philippines
•Seminar on Career Entry Course for Software Developer - JAVA NCIV (TESDA)
AMA Computer College of Laoag City
Pacific Building II, Don E Ruiz St. Laoag City, Ilocos Norte, Philippines
REFERENCES:
Genius L. Fortaleza Jenny Yu
Senior Associate - IT Security Engineer Manager
JP Morgan Singapore Silicon Valley Computer Group
Imee G. Nicolas Marry Ann Umipig
School Director Supervisor T-Mobile
AMA College Laoag Philippines ALORICA, Ilocos Norte Philippines
770-4369 +639*********
Benie Albano
Henry Tapec CEO
Head Technician RiverDeep Academy Philippines
Acer Store San Nicolas 077*-***-****
Ilocos Norte Philippines
I hereby certify that the above information is true and correct to be the best of my knowledge and belief.
Applicant
Mark Allen Rosales
Contact this candidate