Experience

• 

  New simulator center of the philippines inc

  Jan 2007 - Nov 2012

  It officer / training technical specialist

  Technologies:Hardware: Server, Desktop, Laptop, Printer, MFP, Cisco and Linksys Router and switchesSoftware: Windows Server 2003 R2 Active Directory and Exchange, RDP, Microsoft Office Applications 2007/2010 (Word, Excel, Powerpoint and Outlook) Polaris Bridge Simulator, K-Sim Engine Simulator, Transas ECDIS Navi Sailor 5000 Simulator Job Description:  Detailed Technical Representative for preventive and corrective maintenance on all hardware from Computers to Network Peripherals and UPS for all of the company’s branches.  Troubleshooting computer and printer issues, mapping and installation (hardware, software and applications on Ship Simulators and Administrative computers)  Installation of software’s (operating system and applications on both Ship simulators and Administrative computers) and peripherals for new computer units.  Installation of new computer workstations and printers on the company’s domain and server Basic Active Directory Administration (Windows Server SBS 2003 R2) which include user profile and computer administration, Printer Installation and File Sharing Configure Microsoft Outlook accounts on User Workstation’s Basic network troubleshooting by LAN connection and Router configuration. Provisioning and Installation of Lan / Network Cables for the companies new sites and branches Show less

• 

  Nityo infotech services

  Dec 2012 - Dec 2014

  It service desk analyst at computer sciences corporation sdn bhd malaysia

  Working under Computer Sciences Corporation CSC now known as DXC TechnologyAccounts: AON Hewitt US, Canada and India Support Rio Tinto Asia, EMEA and Australia Support EBAY Paypal Global SupportTechnologies:Hardware: Desktop, Laptop, Printer, MFP, Avaya VOIP phoneSoftware: Windows Server 2003 & 2008 Active Directory and Exchange, SCCM, Citrix, VPN Juniper Network Connect, Bomgar, RDP, Blackberry BES, OCS, Lync, RSA Admin Console, Symantec VIP Access Console, Lync Server Console, Mobile Iron Admin Console, Service Now RTTMS, BMC Remedy and HP OVSD Ticketing systemsJob Description:  Single point of contact for phone calls and emails regarding IT issues and queries.  Receiving, logging and managing service request and incident calls via telephone and email 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile phones, Laptops, Desktops and Printers. Troubleshoot basic network issues such as WIFI and Lan cable connections. Escalate unresolved calls to the infrastructure support team.  Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.  Basic Active Directory administration. Password reset, Enable and Disable AD accounts. Configure Memberships, Organizational Unit's and Group's of AD accounts, Distribution List’s and Mailboxes. Coordinating with Incident Management Teams for Severity 1 and 2 tickets. Show less

• 

  Cgi

  May 2015 - Aug 2015

  Au it service desk analyst

  Clients: TransGrid Energy Integral Energy Hydro Tazmania Lumo EnergyTechnologies:Hardware: Desktop, Laptop, Printer, MFP, CISCO VOIP phoneSoftware: Windows Server 2003 & 2008 Active Directory and Exchange, SCCM, Citrix, VPN Juniper Network Connect, RSA Admin Console, YubiKey, Mi-Token, Cisco AnyConnect, Service Now, BMC Remedy 7.6 and 7.1Job Description:  1st line support - Troubleshooting of IT related problems from in-house software to hardware, such as Mobile phones, Laptops, Desktops and Printers. Troubleshoot basic network issues such as WIFI and Cable connections. Escalate unresolved calls to the Infrastructure Support Teams  To process Service Requests sent through emails and from the ticketing system - All types of access requests ( Network Folders, Mailbox, Calendar and Admin rights )- Creation of AD Network profiles, Security Groups, Shared mailboxes, Bookable resources, Calendars and Distribution Lists- Deployment of Software’s through Active Directory SCCM and Manual Installation’s Take ownership of user cases and follow up the status on behalf of the user and communicate progress in a timely manner.  Basic Active Directory and Exchange Administration. Password reset, Enable and Disable Network accounts. Configure Memberships, Organizational Unit's and Security Group's of Network accounts, Distribution List’s, Mailboxes, Calendars and Bookable resources Coordinating possible Severity 1 and 2 cases with Service Delivery Managers Show less

• 

  Icon plc

  Aug 2015 - now

  -Perform weekly 1 on 1 with team members to discuss technical concerns, ticket management, Individual performance-Conducts interview for potential EUS member candidates along with the IT Manager-Ticket management and performance monitoring and reporting. Ticket Volume, Trends, CSAT, SLA through data generated from Servicenow Dashboards.-Oversee Hardware tracking, preparedness and readiness on a quarterly basis-Lead team projects in APAC Region, Project Management. Office build, office closure, and IT upgrades-Contributes to process and support improvements through creation of Knowledge Articles for EUS and Global ServiceDesk team-Onsite IT Support for Manila. Responsible for supporting IT Hardware deployments, IT hardware related issues, and supports other Core IT teams in implementing new technologies, upgrades and break fixes. Show less -Manila, Philippines End User / Local IT Support Engineer-Sydney, Australia End User / Local IT Support Engineer-Auckland, New Zealand / Local IT Support Engineer-IT Helpdesk Level II SupportTechnologies: Microsoft Server 2008, 2012 Active Directory, Exchange Management Console, Microsoft office suite Windows 7, 8 and 10 Safecom printing solution Uniprint via Citrix Environment Citrix, Citrix Director HP Device Manager for Thin Clients Cisco Any Connect Mobility Client "VPN" Cisco Jabber SCCM/MECM Altiris Deployment Solution Altiris Notification Server Symantec VIP Manager Webex Conferencing tool Servicenow-2nd Line support for End User IT issues Troubleshooting of computer issues, Laptop, Desktop, Thin Client/Citrix MyDesk Access issues, permissions, hardware and software, basic network, Printing-Attend to IT Service Requests Access requests, Software installation, hardware replacements and upgrades-Work with Network Team to manage office network infrastructure "physical support" LAN and Wifi access points-Work with Datacentre team to manage office package servers and print servers "physical support"-In charge of office Server rooms Make sure UPS' working and in healthy condition AC units are set to the correct temperature to avoid overheating of devices-Prepares IT Equipment for New Staff and conduct IT Inductions/Orientation Laptop imaging using Symantec Altiris and Microsoft SCCM/MECM, Desk setup, Account preparation -Manages Site printing solutions for both Windows and Citrix environment Safecom, Uniprint Ricoh RC Gate, Print Servers-Works with the printer and printing solution vendors Fix issues, firmware upgrades, purchases, and service-Works with IT Vendors for hardware and software purchases-Process monthly invoices, payments for services, and purchases Show less

  • Team Lead, IT Operations

    Mar 2023 - now

  • IT Support Engineer III/Team Lead

    Apr 2022 - Mar 2023

  • IT Support Engineer II

    Mar 2016 - Mar 2022

  • IT Service Delivery Tech I

    Aug 2015 - Mar 2016