Regional IT Support Lead and Helpdesk Specialist

Curriculum Vitae

PEDRO SEVILLA SAGUN

Happy Valley st., Red-V, Lucena City, Quezon, Philippines

Mobile: +639*********

E-mail: *******@***********.*** or ***********@*****.***

Regional Lead III

Technical Support Services Department 2/ ICT Operations

Networld Capital Ventures, Inc.

156 Jupiter st., Bel-Air Village

Makati City 1209

Philippines

CebuanaLhuillier Pawnshop Lucena

Merchan st., Lucena City

Office - Base

Duties and Responsibilities

1.Responsible in providing assistance (Helpdesk/Desktop support – remotely or onsite) to clients experiencing problems with regards to hardware, software, network connections, Security alarms, CCTV, POS and other IT related concerns.

2.Computer hardware, software status monitoring, email configuration, troubleshooting, LAN (TCP/IP) configuration, broadband and networking.

3.Installation of new PC, Laptop, peripherals, software, Operating System installation, configuration, administering and update virus definitions.

4.Evaluate computer hardware problems, recommend if for replacement and update tickets for closure using Zendesk and iTicket (company-owned ticketing system).

5.Coordinate complaints of clients, hardware inventory, consolidate and send report to head office Technical Support Manager.

6.Close tickets after applying solutions on reported problem and incidents reports from client using Zendesk and iTicket (company-owned ticketing system).

7.Create procedure or documentation on solutions made and resolutions to problem encountered on all IT related concerns using a standard documentation template.

8.Assist and help clients remotely using Manage Engine, Quick Assist, RDC and MSRA especially workstations joined to Domain under Windows 10 and 11 environment.

9.Assist and monitor task/projects of other Technical Support Specialist within the region handled.

10.Monitor all network connections of branches within the region and report to Network Management Division if there are problems for proper TelCo escalation.

11.Remotely update in-house system or program of branches.

12.SQL configuration, data restoration and extraction.

13.Often suggests solutions to problems on on-going roll-out projects and creates documentation drafts for co-Technical Support Specialist reference.

14.Creating flows using Power automate integrated to Office365, MS Teams and sharepoint.

Educational Background:

Manuel S. Enverga University Foundation

Site, Lucena City, Quezon, Philippines

Bachelor of Science in Computer Engineering

Graduated – March 27, 2013

STI COLLEGE TARLAC

F. Tañedost., Tarlac City, Philippines

Computer Programming in Business Systems

Graduated - April 1996

Saint Louis High School - Balatoc

High School Department

Virac, Itogon, Benguet, Philippines

April 1991-92

Pilot School

Saint Louis - Balatoc Elementary School

Balatoc, Itogon, Benguet, Philippines

March 1985-86

Skills:

1. PC Troubleshooting, Installation, Networking – TCP/IP Configuration and email configuration.

2. Project Deployment and Monitoring

3. Diagnose, troubleshoot and repair of Security alarm systems.

4. CCTV installation, configuration and troubleshooting

5. Excellent knowledge in Windows 10, 11 and Office 365 applications

6. Excellent knowledge in Remote assitance (PC Anywhere, Remote Desktop connection, MSRA, Quick Assist and Manage Engine.)

7. Installing, configuring & administering Windows 10, 11, Sophos and other applications

8. Analytical skills

9. Customer service oriented

10. Driving

Formal Training Attended:

1.Basic Supervisory Skills Workshop

May 06 to 07, 2015

PJLCC – Antipolo City, Philippines

2.Interaction Skills for Success

May 05, 2015

PJLCC – Antipolo City, Philippines

3.Basic Client Service Training of Supervisors

April 30, 2015

PJLCC – Antipolo City, Philippines

4.Train the Trainers Program

August 28-29, 2014 – PJL Corporate Centre, Makati City

5.Image PLUS

July 5, 2012

PJLCC - Antipolo City, Philippines

6.COMPTIA A+

July 25-27, 2011

Pasig City, Philippines

7.Corporate Writing and Grammar Mastery Workshop

September 23-24, 2010

PJLCC - Antipolo City, Philippines

8.Principle-based personal mastery for enhanced performance and team effectiveness.

October 5-6, 2007

PJLCC - Antipolo City, Philippines

9.Internal Customer Service Workshop

June 28-29, 2002

City Garden, Makati City, Philippines

Personal Data:

Birth Place: :Balatoc, Itogon, Benguet, Philippines

Birthday : March 15, 1975

Provincial Address : Baracbac, Mangatarem, Pangasinan, Philippines

Gender : Male

Age : 42

Height : 5’8”

Weight : 183 lbs.

Civil Status : Married

Religion : Catholic

Citizenship : Filipino

Language : Filipino / English

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