Daniel Edpan (ITIL V4)

Experience

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  Cebu Mitsumi, Inc.

  Apr 1997 - Feb 1998

  Production Engineer

  • Recommended and executed quality improvements for production and product quality.• Met aggressive production and safety goals while minimizing equipment downtime.• Successfully managed production activities so all orders were shipped on time.• Managed documentation of and training on production procedures and work instructions for newly hired Line Leaders and production operators on their respective duties and responsibilities in accordance to ISO 9002, ISO 14000 and 5S Working Standards. Show less

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  Acer Incorporated (Hsinchu, Taiwan)

  May 1998 - Feb 2001

  Production Line Leader

  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.• Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.• Drove daily production activities with effective communication and leadership.• Performed chip-level testing, troubleshooting & repair of computer system mainboards and peripherals.

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  PC Best Buy Est. ( Dammam, Saudi Arabia)

  Nov 2001 - Feb 2003

  Computer Hardware & Network Technician

  • Performed desktop computers assembly, troubleshooting and repair.• Provided high-level customer care, one-on-one training and after-sales technical support.• Local Area Network installation, configuration and maintenance.

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  SABIC / Al Suwaidi (Jubail, Saudi Arabia)

  Jul 2003 - Jun 2004

  IT Helpdesk Technical Support

  • Provided extensive 1st & 2nd level desktop technical support to more than 500 end-users/workstations at the SABIC (Saudi Basic Industries Corporation) Eastern Province Headquarters and its affiliates in Jubail Industrial City and Dammam area.• Utilized Remedy Action Request System for Trouble Ticket management.• Identified and solved technical issues with a variety of diagnostic tools.• Performed remote client troubleshooting and provided technical support on a 24/7 on-call service. Show less

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  Al Yusr Townsend & Bottum Co. (Jubail, Saudi Arabia)

  Oct 2004 - Sept 2006

  IT Technician II

  • Provided 1st & 2nd level technical support to more than 300 users within the corporate office and on-site project offices in a construction and petrochemical industrial environment. • Performed system administration and managed Active Directories.• LAN/WAN installation, configuration and maintenance.• Monitor, manage, troubleshoot and restore service to terminal service clients with authorized access to network.• Performed daily & weekly backup of server data. • Managed hardware asset inventory and periodic systems maintenance. Show less

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  Sanmina-SCI Systems Singapore Pte. Ltd.

  Sept 2006 - Feb 2008

  Engineering Assistant - Test Engineering Dept.

  • Provided technical support to all Philips Medical Wintel-based Functional & System Level Testers.• Assisted Test Engineers during test software upgrades, procedure revision and verification of test results, test-bed setup and update spare parts inventory.• Trained the operators on proper testing procedures per the test operation manual.

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  Real U Pte. Ltd.

  Feb 2008 - Feb 2013

  IT Assistant

  • Provided technical support to more than 60 users in a computer game development environment.• Responsible for hardware testing, system upgrades, server & workstation rollouts and OS hardening.• Microsoft Exchange Server mail client configuration and Active Directory administration.• LAN installation, configuration and maintenance.• Maintained Cisco VoIP telephone system.• Collaborated with vendors/suppliers for hardware and software support, purchases and RMAs.• Performed regular file server backups and audio-visual room setup and maintenance.• Managed hardware assets inventory and performs periodic systems maintenance.• Reports directly to the IT Director and performed ad hoc duties as instructed. Show less

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  WATG Singapore Inc.

  May 2013 - Oct 2017

  PC Support Specialist

  • Provided technical support to more than 80 users in a US-based architectural consultancy firm.• Installed and troubleshoot Windows OS and authorized desktop applications.• Coordinated and executed preventive maintenance and remedial repairs on servers, desktops, laptops, networking equipment and audio/video systems.• Managed domain Active Directory and MS Exchange email system.• Maintained ShoreTel VoIP phone system • Performed Windows 10 and MS Office 365 migration and management.• LAN/WAN monitoring, troubleshooting and maintenance.• Managed Helpdesk ticketing system for timely resolution of user’s requests.• Liaised with local vendors for hardware purchasing and warranty service requests.• Assisted and provided one-on-one training to end-users in using new and existing technology.• Provided support to remote users and satellite offices in the US, UK, Southeast Asia and the Middle East using Skype for Business, LogMeIn and Remote Desktop Connection. Show less

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  Young Living Philippines LLC

  Oct 2018 - now

  IT Specialist

  •First point of contact to manage and support daily IT requests/incidents on end user, IT and business application systems.•Taking ownership of customer issues reported and seeing problems through to resolution. Ensuring IT Tickets are properly logged and classified in the ticketing system and attended in accordance to the SLA.•Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.•Assist in the administration of IT Infrastructure & Business Application Systems. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.•Ensure regular systems & application housekeeping tasks are in place with proper documentation of IT Process, Inventory and Projects.•Support & perform periodical audit and security reviews in the domain of user/application accounts, IT Infrastructure & business systems and ensuring it adheres to IT Governance & Compliance requirements.•Management and support of IT Asset Procurement and Disposal.•Management and support of hardware/application for call center operations. Show less