Troi Punzal

Experience

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  Gulf Glass Industries LLC Co.

  Sept 2003 - Sept 2010

  System Administrator

  • Provides technical support to 100+ users within the organization with regards to software and hardware related difficulties over the phone, in person or remote desktop connection.• Works with the IT Manager in indoor structured cabling, managing domain Group Policy Objects, Windows Active Directory and Exchange Server.• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.• Assembly, configuration, and maintenance of computers within the network.• Create, change, and delete user accounts per request.• Create and configure e-mail accounts.• Repair and recover from hardware or software failures.• Troubleshooting of computers connected to factory machineries.• Outsourcing and research of IT solutions, computer hardware and services.• Responsible for the inventory of IT Assets (i.e., computers, laptops, printers, monitors) and software licenses (i.e., server CAL, MS Exchange CAL, MS Office).• Develop and test in-house programs as per company requirements.• Provide user training and support prior to installation and launching of developed programs. Show less

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  InterGlobal Ltd.

  Sept 2010 - May 2015

  Technical Support Specialist

  • Perform hands-on fixes at the desktop and server level, including installing and upgrading software, implementing file backups, and configuring systems and applications, and tests fixes to ensure problem has been adequately resolved.• Manage local network and servers and identifies all issues in operational processes and recommend strategies for improvements and maintain all computer hardware and software and ensure compliance to all site requirements.• Supporting the business of critical situations which may involve complex technical hardware or software problems.• Perform quarterly security reviews of user accounts and monitors user activity (e.g., file downloads, internet browsing, e-mail, and telephone usage, etc.).• Ensures that all hardware and telephony services comply to business requirements, that software licensing laws are adhered to, and complete backup of data and systems are regularly tested.• Schedules updates, patching and security of hardware in coordination with the head office and service providers as appropriate.• Procures the necessary equipment or services as required for and by the company. Show less

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  Aetna

  May 2015 - Dec 2017

  Senior Technical Support Specialist

  • Provide an advanced level of troubleshooting support in UAE, Qatar, and South Africa markets by resolving complex technical issues escalated through ServiceNow Helpdesk System. • Coordinate projects by partnering with users to deliver optimum service regarding installation and maintenance of workplace end point technology.• Perform security audit and test critical systems control to ensure compliance and reduce risk. • Coordinate and process application upgrades, security patching, and platform software updates. • Installation, support, and routine maintenance of local and remote data centers.• Liaises with local vendors and review performance index for the provision of services and asset procurement.• Ensure customer business needs are met while adhering to corporate standards, service level agreements and KPIs. Show less

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  Savills Middle East

  Jan 2018 - now

  IT Service Manager

  • Management of IT services across Middle East markets (UAE, Bahrain, Oman, Saudi Arabia, and Egypt) while reporting directly to the IT Operations Director based in the UK Head Office.• Project management by identifying deliverables, proposing timelines, budgeting, supplier negotiation, resource allocation and project execution.• Lead a team of in-house and outsourced service desk analysts and technical support engineers, ensuring effectiveness through regular metrics reporting based on the ITIL standards.• Prepare team development plan and objectives, conduct bi-annual appraisals and performance assessments based on set OLAs and SLAs.• Work cross-functionally with the Finance team for yearly IT budget and quarterly re-forecasting.• Responsible for developing and reviewing the IT Risk Assessment at the regional level including identifying areas where business units should enhance compliance and meet the Group Minimum IT Standards.• Conduct regular site visits in all Middle East offices to closely monitor and improve IT processes and controls as per corporate policies and compliance procedures.• Manage IT suppliers to ensure that change procedures are adhered to, and all routine changes are delivered in a controlled manner.• Perform incident management and problem resolution of escalated IT issues. Show less