Customer Service Desk
Resume:
Jonel Pareja
Personal Background
Address
**** ******* **.********* ** V6J3Z4
Phone #
Please contact me via Viber and Whatsapp both phone number is 639********* and Vancouver phone #
*************@*****.***
Employment History
Wipro Technology
April 2021 – November 2021
Process Specialist / Senior RDS / Lead Shift Role
Trane Technology U.S. account.
Supervised global service desk daily operations that composed of 35 to 40 agents. English, Spanish, and Mandarin language (Manila team), French language (Bucharest team).
Provides support to service desk agents regarding with the Trane technology process & troubleshooting.
Monitoring queues and call volumes via CMS/Avaya, AHT and attendance.
Authorize or approve outbound calls lunch, and breaks. Proposed major P1/P2 incident.
Makes agents lunch and break schedules every change of shifting schedules.
Reviews majorP1/P2 incident and regular tickets if it is properly categorize, assigned & if it’s for FCR or dispatch.
Reviews tickets response/resolutio n SLA breach / routing categories.
Conducts coordination between Trane IT Management & agents regarding new policies/process, & notifications,
Recommend, update and create new process in knowledge base in Service now.
Conducts trainings to new L1 agents about general troubleshooting, Trane technology process & communications.
Technology handle and support are Service now, Citrix, Office365, Azure AD and MFA, Active Directory, Oracle applications, Windows OS, TeamViewer, Trane machines, printers and specialized applications.
Conducts huddle /meetings and coaching to agents. Attend meetings and makes daily reports.
Cognizant Technology Solutions
September 2020 - January 2021
Sr. Systems Engineer/ Sr. Service Desk/ SME Supervisor Role
BHP Australian account.
Supervised global service desk daily operations. Composed of 90 to 100 agents. English and Spanish team.
Provides IT general knowledge and assistance to service desk regarding with BHP process and troubleshooting.
CMS/Avaya calls monitoring, AHT and ticket queues, and re-assigning incidents tickets and task tickets to service desk within the team if needed.
Authorize or approve outbound call, lunch, and breaks.
Tools used are Service Now, Logmein remote, RDP, Config Manager, Microsoft 365, Citrix, Terminal Server, AD/D security group, FTP (file sharing), SCCM, SAP, Cisco VPN, network printers, Dell hardware computers, Azure AD
Monitoring, BHP asset monitoring, all BHP related specialize applications.
Conducts huddle/meeting and coaching to level 1 agents. Attend meetings and makes daily reports.
EM APTA
March 2018– May 2018
IT Systems Engineer
RIM Architecture US account.
MS 2008 R2 Main Server to MS 2016 Main Server migration. DNS, ADDS, DHCP Migration. MS 2008 R2 File Server DFS to MS 2016 File Server migration. MS 2008 R2 Main server setup and MS 2016 Main server setup. Dell Scale Server Virtualization and storage. Sophos ver. 9 and 9.5 UTM Firewall hardware and software appliance. GPO, Active Directory, Office 365 cloud base. Test Server Simulation and escalation.
PPD Philippines
January 2017 – October 2017
Desktop Engineer /SCCM System Administrator / Win Server 2012 AD & GPO Admin
Pharmaceutical Product and Development (US Medical and Drug Research Based Company).
Technology handles SCCM 2012 Server, software packaging, QA & deployment, WSUS, VMWare ESXi, Office365, Cisco Webex & Annyconnect, Citrix VDI Xenapp, Citrix Director monitoring, SolarWinds Orion, Cherwell incident management, WinServer 2012 GPO & AD, Powershell, AutoIT,Admin Studio, Install Shield, Forcepoint, Cherwell, KMS licensing server, TeamViewer.
Provides L4 escalation advanced troubleshooting, implements advanced solutions for PPD approved applications, OS imaging issues, desktop utilities, and patch management solutions.
Conducts and attend project & regular meetings.
Trend Micro Inc.
January 2016 – April 2016
Senior Systems Engineer
Provides engineering/technical analysis, troubleshooting of medium and enterprise business OfficeScan 10.0 to 11.0 Web server and client end point, performs test simulation.
Server environment are Windows Server 2003 to 2012, IIS 8 Server, Apache Server, Exchange Server 2010/2013,
Virtual server environment VMware Workstation 5.0-12, VMware Sphere 5.5-6.0. Setting up IIS/Apache Web Server.
Malware handling using OfficeScan, TrendMicro tools ATTK, CDT logs, and log readings, batch scripting.
Company Training are Network troubleshooting, Windows 2008/2012 Server, MS Exchange 2010/2013 Server, MS IIS 6.0/8.0 Web Server, Virtualization VMware Workstation/VSphere. Malware handling/troubleshooting.
EG LNG – Marathon Petroleum May 2006 – April 2013
IT Specialist – DCS Infrastructure - Server Administrator
Shareholdings Marathon Oil, SONAGAS (National Gas Company), Mitsui & Marubeni Corporation in Malabo Equatorial Guinea West Africa. 11 weeks & 3 weeks rotation.
Member of EGLNG DCS LAN Infrastructure, EGLNG Infrastructure, EGLNG Deskside Application.
Overall EGNLG IT Lead, Critical Infrastructure Network System Admin, App Server Admin & Project Management
Critical Infrastructure DCS LAN system administration, planning, setup implementation, maintenance of MS platform Win2003 /2008 DNS Server, DHCP Servers, AD, Exchange Server 2003/2007,, SCCM 2007 Server patching & software deployment, VCM/ECM Server (VMWare Enterprise Configuration Manager), VSphere ESX, Symantec Anti-virus server, Symantec Back-up Server, Solarwinds monitoring, PI Server (Process Information), Baytek LIMS Chem Lab Server, SmartPlant Server, Turbine & power plant servers, Tape back-ups, Oracle & SQL dbase functional troubleshooting.
Performs & making sure the metrics are being met in DCS LAN Compliance daily, weekly reports and yearly audit.
EGLNG Infrastructure, Plant Operations LAN and Business LAN support, HP & Dell hardware servers advance
troubleshooting. CISCO platform LAN switches and routers setup, configuration, troubleshooting, and upgrades. Nokia Voyager UTM firewall, HP/Canon Network Print server maintenance. Monitoring and maintenance of M DF and telecoms rooms, cabinet switches/routers, server racks, patch panels, cablings.
Project Management: Planning, setups, implementation and maintenance.
Application server and client upgrades. Physical Server upgrades. Physical client hardware upgrades. Windows client upgrades, vendor coordination.
Software Packaging IT Ptoduct Catalog, Deskside Application supports, HP computers & software asset inventories,
SCCM push client updates, EGLNG Sharepoint Administration, SMS Dashborad RNadmin, BMC Remedy, SAP All in One Business Suite (ERP), PI client, AUTOCAD, MicroStation, Aspen HySiS Suite, ETAP, Baytek LIMS client,.Ordering of IT materials, and supervised, train, mentoring local IT Africans. Scheduling of different task of IT locals.
Attends EGLNG IT Management meetings, EG LNG IT Meetings, Safety Meetings, overall IT All hands meetings, vendor video/ phone conference meeting, projects meetings and company all hands meetings.
SM Supermarket
August 2005 –December 2005
Technical Specialist – Network & System Supervisor & Project Management (Supervisor Role)
Member of IT Development & Office Automation specializing network, server systems & application server.
Administration of Windows NT, 2000, 2003 Server, MS Exchange 2000 & 2003, APC servers. Maintenance & monitoring of MDF. Device handles Cisco /3COM switches, routers, IBM server.
Project Management: Plan, execute, and finalize projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants to deliver projects according plan. Projects: Restructuring physical network infrastructure including documents, WLAN POS, PVT, CCTV, network bandwidth upgrades, server backups, POS network maintenance and monitoring.
Supervised and performs research, upgrades, make procedures, performs onsite observation and supports involving network & system infrastructure in every SM Supermarket branches.
Conducts and attends management meetings, IT meetings, vendor meetings, and seminars.
Link2Support
April 2002 - November 2003
Technical Support (Customer Service)
Provides troubleshooting resolutions to Cisco Linksys customer’s thru inbound phone calls.
Devices are Wired/Wireless Routers, Hubs, Switch, Bridge, WLAN card, LAN cards, KVM and etc.
Configuring advanced troubleshooting such as routers, switches, security firewall, administration, and setups.
Lyceum of the Philippines
B.S. Electronics and Communications Engineering
1996 - 2002
Training Course/Seminars
Training Center
AWS Certified Cloud Practitioner 2020
Digital Cloud Training (Udemy)
AZ-900 Azure MS Azure Fundamentals 2020
Udemy
VSphere 7.0 Upgrade Demos, Changes & New Features
Udemy
VMWare VSphere 6.7 Professional VCP
Udemy
Windows Server 2019 AD,GPO,RServer Access
Udemy
Windows 2016 Server
PPD ( Company Training)
SCCM R2 2012 Server
PPD ( Company Training)
VMWare ESXi Vsphere
TrendMicro ( Company Training)
Windows 2012 Server
TrendMicro ( Company Training)
I.T.I.L. ver. 3
Rivan Training Center
ICND2/CCNA2
TrendsNet
Implementing & Managing Exchange Server 2003
New Horizon
Implementing Windows 2003 Network Infra.
New Horizon Makati City
Managing & Maintaining MS Windows Server 2003
New Horizon Makati City
Linux Network Administration
Meralco Foundation
Windows 2000 Server Administration
CNCTC
Network Technology
FEU - East Asia College
PC Troubleshooting, Assembly and Repair
FEU-East Asia College
Skills
Software Used
Language
Administering Windows servers and clients, SharePoint 2007, Symantec Antivirus Server, Symantec Backup server,
TrendMicro server, Sophos UTM
Application Servers, MS Exchange servers VMWare ECM server
Cisco platform switch & router
Nokia Voyager UTM firewall,3COM,Allied Telesis switch & Wifi
Driving a vehicle
Windows Platform 2k to 2012 Servers/Client/Exc hange Server/SCCM 2012/WSUS/M DT,Powershell
VMware Sphere ESXi
Forcepoint; Citrix; MS Office 365 platform
VCM/ECM (Virtual/Enterprise Configuration Management)
OTRS,OPEMKMS,CRM /ERP SAP All in
One, Solarwinds, Bluecoat, Cherwell, BMC Remedy, Salesforce, Servicenow.
Baytek LIMS Server, Emerson PI server
IIS,Apache.
Service Now, BMC, Salesforce, Cherwell
Tagalog or Filipino
English
Research capability, continuous IT development, customer service oriented, can work in minimal supervision & works well under pressure, team leader, can supervised, projects; detail oriented, open minded.
Academic Qualifications
Personal Qualifications
Contact this candidate