It Support Technical
Resume:
VIJAY ANGELO
ABELLO
TECHNOLOGY SUPERVISOR
About Me
With nearly a decade of IT Helpdesk experience spanning from 2014 to 2023, I am a dedicated and customer-focused professional. I excel in resolving technical issues promptly, providing top-notch support, and leveraging my extensive knowledge to ensure seamless IT operations for organizations.
********@*****.***
37 Sitio Rosal Maysilo Malabon City
Technical Troubleshooting
IT Infrastructure
Management Data Security
Vendor Management Network
Management Microsoft 365
Google Workspace Team
Collaboration
Colegio San Agustin - Bacolod
BS Computer
Engineering
2004-2009
San Sebastian College – Recoletos de Cavite
BS Industrial
Engineering
2000-2003
Technology Supervisor
AP Cargo
July 2023 - Present
Strategic IT Oversight: Provided effective
oversight and management of AP Cargo Tech
Support services across multiple departments and
branches, ensuring efficient dispatch and resolution of IT support requests.
Service Request Management: Assigned and
delegated support requests received from the IT
Service Desk and other service request channels to the appropriate team members, optimizing resource
allocation.
Performance Metrics Analysis: Conducted
daily monitoring of IT technical support requests, translating data into performance metrics for
continuous improvement.
Ticket Log Analysis: Analyzed ticket logs to
identify underlying issues and trends, facilitating proactive problem-solving and system enhancement.
Asset Management: Developed and executed asset management policies, procedures, and processes, including asset identification, accountability maintenance, and location tracking. Quality Control: Ensured quality control throughout the lifecycle of company IT assets by implementing robust procedures for tracking and management.
Technology Evaluation: Tested, evaluated, and recommended new technology solutions to enhance operational efficiency.
Training Materials: Created comprehensive training materials related to computer troubleshooting and usage, promoting self-sufficiency among end-users.
Reporting: Presented key asset management data and reports to the ICT manager, facilitating informed decision-making.
Preventive Maintenance: Performed scheduled preventive maintenance on all IT hardware and software, minimizing downtime and optimizing system performance. License Management: Effectively planned license renewals and upgrade procedures for software, hardware, and other IT equipment, ensuring compliance with licensing agreements. Reporting Excellence: Prepared weekly ticket summary reports and submitted weekly, monthly, quarterly, and yearly ticket support summaries, demonstrating a commitment to transparency and accountability. Team Leadership: Coached and managed the productivity and performance of the System and Network staff, fostering growth and development through mentoring and assessment plans. Manpower Management: Oversaw the manpower and planning of the assigned team, including leave and overtime approvals in coordination with the department head. Collaboration: Collaborated with department heads and Human Capital Management (HCM) to address manpower issues and concerns, ensuring a cohesive workforce. Interim Leadership: Supported the Department Manager/Head and performed management duties during their absence or out-of-office periods.
Communication: Effectively communicated management directives, department goals, and sales objectives to team members, fostering alignment with organizational objectives. Adherence to Policies: Ensured strict adherence to company rules, regulations, policies, code of conduct, standard operating procedures, and protocols to maintain compliance and operational integrity. Staff Compliance: Enforced compliance among Tech Support and IT Asset Management staff, ensuring alignment with company policies and standards.
Service Excellence: Demonstrated a commitment to producing quality outputs and meeting service level agreements with internal and external customers, promoting a customer-centric approach. Organizational Values: Embodied the Vision, Mission, and Values of the organization in daily activities and interactions with stakeholders.
Regulatory Adherence: Adhered to regulatory requirements, safety protocols, business continuity measures, and other relevant standards to ensure operational consistency and security. Leadership Excellence: Provided strong leadership and management to the Tech Support and IT Asset Management teams, promoting a culture of accountability, excellence, and continuous improvement. Technology Supervisor
SeidoPro Global Inc 2019
- 2023
Technical Training and Performance Evaluation: Conducted comprehensive training for newly onboarded Technical Support Associates and consistently evaluated their performance to ensure proficiency and quality service delivery.
Tier 1 Technical Support: Played a key role in providing Tier 1 technical support for PCs, systems, applications, and end-users within Operations and Shared Services, ensuring seamless day-to-day operations. Multifaceted Technical Support: Offered technical expertise in managing servers, desktops, laptops, systems, and applications utilized by the organization, with a focus on troubleshooting and problem resolution. Helpdesk Management: Managed helpdesk support for G Suite and Office 365, collaborating with global or regional teams to address issues beyond local support capabilities. Data Integrity and Backup: Orchestrated daily/weekly onsite and offsite backups and meticulously adhered to Data Center Audit Checklist to safeguard data integrity. Network Administration: Assisted in the maintenance of Local Area Network user IDs and shared drive access rights, ensuring smooth network operation, and monitoring LAN, WAN, and VPN performance. Hardware Maintenance: Led the annual preventive maintenance of all hardware components, guaranteeing their longevity and optimal performance.
Infrastructure Management: Proficiently set up, installed, and administered network, server, and workstation infrastructure, collaborating effectively with vendors and service providers to resolve hardware/software-related issues.
Technology Research: Actively researched technological updates and advancements that could impact the company's infrastructure and technology, ensuring proactive adaptation to industry changes. IT Security Awareness: Conducted IT security awareness sessions during New Employee Orientation and HR Appreciation, fostering a culture of cybersecurity within the organization. Communication and Documentation: Prioritized transparent communication by notifying stakeholders of planned maintenance activities and maintained technology-related files following ISMS and cybersecurity provisions. Ensured up-to-date documentation for records and database maintenance. Policy Adherence: Strictly adhered to company policies, systems, and procedures, ensuring the uninterrupted delivery of technology services.
Performance Reporting: Provided comprehensive PMS (Performance Management System) documents and reports, contributing to the continuous improvement of technology services. Professional Development: Actively participated in relevant training and development programs, staying updated with industry trends and technology advancements. Networking: Established valuable networks with MIS and IT practitioners, fostering collaborations and knowledge-sharing.
Industry Liaison: Maintained strategic linkages with institutions engaged in ICT and related technology services, facilitating access to valuable resources and expertise. Personal Growth: Demonstrated commitment to personal and professional growth through self- improvement initiatives and ongoing training and development.
Adherence to Core Values: Consistently exemplified SeidoPro Core Values, serving as a role model for the team.
Meeting Engagement: Actively participated in department and company-wide meetings, contributing to collective decision-making and initiatives.
Proactive Reporting: Recognized and reported identified threats, escalating them to the Technology Manager and/or Technology Head for timely resolution.
MIS Associate
NYK TDG e-Business Corporation (formerly Seidopro Global Inc) 2014 - 2019
Management Information Analysis: Proficiently contributed to the provision of vital management information through statistical analysis, aiding in the development and enhancement of computer- based management information systems to align with identified needs. Technical Support: Offered responsive support and assistance to staff, addressing computer system problems and faults promptly. Collaborated effectively with the IT team when necessary to ensure swift issue resolution.
Promotional Material Delivery: Played a crucial role in delivering promotional and publicity materials to the public, ensuring effective dissemination of information. Data Confidentiality and Protection: Upheld strict confidentiality standards, adhering to data protection and related guidelines when handling sensitive information. Systems Analysis and Improvement: Conducted in-depth analysis of computer systems, identifying areas for enhancement and making recommendations to optimize efficiency. Contributed to the development of data warehouses for complex information storage and provided hardware and software support as needed. Adaptation and Training: Demonstrated flexibility by adhering to existing working practices and procedures while actively participating in relevant training and development activities. Embraced new and alternative systems positively to support continuous improvement efforts. Documentation Associate
NYK TDG e-Business Corporation (formerly Seidopro Global Inc) 2009 - 2014
Document Verification: Diligently verified the completeness of documents received within my assigned Trade and business Unit, ensuring accuracy and compliance with established standards. Rate Application: Applied relevant freight and shipping rates based on booking lists or special rates communicated by principals through various channels, including email. Precise Data Encoding: Executed accurate encoding of Bill of Lading (B/L) information, relying on Delivery Receipts (D/R), Shipping Instructions (S/I), and instructions from principals and clients. Effective Communication: Utilized email and other communication methods to seek clarification and verification for unclear or ambiguous instructions, addressing issues such as garbled document characters, rate disparities, and discrepancies in the supplied information. Quality Assurance: Conducted meticulous cross-checks on processed documents, with particular attention to alpha-numeric characters, freight and shipping rates, and special instructions. Made necessary corrections to rectify discrepancies, ensuring the completeness and accuracy of all information. Final Review: Performed a comprehensive final review of all data contained in the draft Bill of Lading (B/L) prior to submission to principals and relevant parties, upholding the highest standards of accuracy and detail. Packager
Rosario Fasteners Corporation Nov
2003 - Apr 2004
Label Management: Efficiently managed labels sourced from the warehouse, accurately coding them as per instructions and ensuring they are readily available for use in the labelling area. Product Inspection: Demonstrated attention to detail by opening, resealing, and thoroughly inspecting products, promptly addressing any quality issues.
Quality Assurance: Conducted rigorous product inspections, making decisions to either accept, reject, or perform necessary repairs to maintain product integrity. Workplace Organization: Maintained a well-organized and clean work area, promoting efficiency and safety. Collaborative Team Player: Fostered positive relationships with colleagues, contributing to a harmonious and productive work environment through effective communication and teamwork. 2nd Quarterly Top Performer (NTeB)
2014
Incentive for Perfect Attendance
(NTeB) 2009-2012
Certificate of Training, OJT, NEXTEP
Internet Gateway & Business Center
2008
Colegio San Agustin – Bacolod
“President” in Computer Engineering
Society 2008-2009 Colegio San Agustin
Bacolod “Champion” in Othello Boys
2007 Colegio San Agustin Bacolod a
part of 1st CoESSA Quiz Bowl
Engineering Week Celebration 2006
Eugenia Macayaon
Asst. Manager
SEIDOPRO Global Inc
Michael Acab
Security Analyst
Trustwave Philippines Inc
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