System Administrator Tech Support
Resume:
ROGELIO L. OLAEZ JR
Regional Tech Escalation Engineer
EXPERIENCE
Apr 2017
Sep 2024
REGIONAL TECH ESCALATION ENGINEER
Grab Makati City, Philippines
Aug 2015
Feb 2017
PAYMENT SUPPORT EXECUTIVE
Grab Kuala Lumpur, Malaysia
Aug 2014
Jul 2015
POS SYSTEM ENGINEER
CCI Solutions Selangor, Malaysia
Mar 2013
Jul 2014
ERP EXECUTIVE
Focus Point Sdn.Bhd. Kuala Lumpur, Malaysia
Apr 2007
Jan 2013
SYSTEM ADMINISTRATOR IT INSTRUCTOR
DIRECTOR, STUDENT AFFAIRS AND SERVICES
Laguna State Polytechnic University
As a System Administrator
As an IT Instructor
As a Director of Student Affairs & Services
EDUCATION
Present DATA SCIENCE & MACHINE LEARNING WITH AI
Massachussettes Institute of Technology
United States of America
MASTER OF INFORMATION TECHNOLOGY
University of the Philippines
Los Banos, Laguna, Philippines
BACHELOR OF SCIENCE IN INFORMATION
TECHNOLOGY
Laguna State Polytechnic University
Los Banos, Laguna, Philippines
HONORS & AWARDS
********@*****.***
275 Lakeshire Drive, Daly
City, California, USA
94015
Jun 15, 1983
Filipino
SUMMARY
Highly skilled tech support
professional proficient in
customer service and technical
problem-solving, seeking to
leverage expertise in a
challenging tech support
engineer role.
Detail-oriented tech support
engineer with more than 10
years of experience in
troubleshooting and resolving
hardware and software issues
for diverse clients.
SKILLS
LANGUAGES
English Advanced
Tagalog Native
Provided tier 3 technical support for stakeholders improving system uptime by 20% using Gamma, Zendesk, Slack, Maps, Scalyr, Kibana
& Jira
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Resolved complex hardware and software issues for clients, achieving a 95% customer satisfaction rating.
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Developed troubleshooting documentation, which reduced ticket resolution time by 30%.
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Collaborated with cross-functional teams to implement solutions for critical outages, minimizing service interruptions.
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Conducted root cause analysis for recurring technical problems, leading to actionable recommendations and process improvements.
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Dedicated Payment Support Executive with over 2 years of experience in the financial technology sector.
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Expert in resolving payment-related issues efficiently while maintaining a high level of customer satisfaction.
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Strong analytical skills to identify transaction discrepancies and implement effective solutions swiftly.
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Proficient in utilizing multiple payment platforms and tools to enhance user experience and streamline operations.
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Exceptional communication skills to liaise effectively with both customers and technical teams to ensure seamless payment processes.
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Customized and maintained POS systems for retail environments, ensuring high availability and minimal downtime.
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Provided technical support and troubleshooting for hardware and software issues related to POS systems.
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Coordinated with vendors to implement software updates and system upgrades for enhanced performance.
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Trained staff on POS operations and procedures to improve user efficiency and satisfaction.
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Conducted regular system audits and performance evaluations to identify areas for improvement.
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Collaborated with cross-functional teams to integrate POS systems with inventory management software.
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Documented technical procedures and user manuals for POS system operation and maintenance.
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Responded to user inquiries and resolved issues through effective communication and problem-solving skills.
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Led cross-functional teams to implement ERP solutions that improved operational efficiency by 30%
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Managed the migration of legacy systems to modern ERP platforms, reducing processing time by 25%
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Collaborated with stakeholders to define business requirements, ensuring ERP customization met organizational needs
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Conducted training sessions for over 100 staff members on new ERP functionalities, enhancing user adoption rates
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Analyzed system performance metrics and initiated corrective actions that improved data accuracy by 20%
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Developed and maintained documentation for ERP processes, facilitating better understanding and compliance
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Oversaw vendor relationships and negotiated contracts, achieving a 15% cost reduction in ERP software licensing
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Championed continuous process improvement initiatives that led to the successful integration of ERP with CRM systems, further streamlining operations
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Monitored network performance and troubleshooted connectivity issues, minimizing downtime.
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Trained faculty and staff on various IT tools, fostering a tech-savvy campus culture.
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Collaborated with cross-functional teams to deploy new software systems and improve operational efficiency.
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Managed and updated university website content, enhancing user experience and accessibility.
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Developed and documented IT policies and procedures, streamlining support processes and compliance.
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Implemented security protocols and conducted regular system audits to safeguard sensitive data.
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Configured and maintained server infrastructure, ensuring optimal performance for campus-wide applications.
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Provided technical support for over 300 users in a university environment, resolving hardware and software issues.
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Mentored students on IT projects, guiding them in real-world applications of technology.
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Collaborated with faculty to integrate emerging technologies into the existing curriculum.
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Evaluated and improved assessment methods for student performance in IT courses.
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Facilitated study groups and provided one-on-one tutoring to enhance student understanding of complex IT concepts.
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Participated in continuous professional development to stay current with industry trends and technologies.
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Developed and delivered engaging IT curriculum for students ranging from beginner to advanced levels.
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Conducted hands-on workshops on programming languages including Python, Java, and C++.
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Designed and implemented an online learning platform that increased student engagement by 30%.
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Advocated for diversity and inclusion initiatives within the student body, creating programs that celebrated multicultural perspectives and promoted campus-wide awareness.
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Conducted regular assessments of student services and created strategic plans for continuous improvement based on feedback and outcomes.
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Oversaw crisis management protocols and training for student affairs staff, improving response times and support for at-risk students.
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Fostered partnerships with community organizations to provide students with access to additional resources, including internships and career opportunities.
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Implemented data-driven decision-making processes to assess student needs and service effectiveness, resulting in the introduction of new support initiatives.
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Collaborated with academic departments to design and deliver workshops and training sessions, improving student academic performance and satisfaction.
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Managed the budget for student affairs, ensuring efficient allocation of resources and compliance with institutional policies.
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Led a team of professionals to develop and implement student support programs, enhancing student engagement and retention by 25%.
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· CUM LAUDE
· Federated Supreme Student Council Leadership Awardee
· Cybersecurity
· Machine Learning
· Python Programming
· UX/UI Design
· SQL
· Web Design
· Team Management
· Accounts Management
· Problem Solving
· Critical Thinking
· Training
Communication and
Presentation
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· Troubleshoot
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· Supreme Student Council Leadership Awardee
Contact this candidate