Jesus Alfonso

Experience

• 

  Araneta Center, Inc.

  Nov 2007 - Apr 2012

  Technical Support II

  • Handles technical troubleshooting within an enterprise environment, including system crashes, slowdowns, hardware & software problems, network connectivity & data recoveries.• Engage and tracks priority issues with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of the problem.• Active directory account management and proper monitoring of network printers and data servers.• Provides network connectivity to newly issued computer system, newly renovated departments and monitoring the existing networks.• Format new computers, installing required applications and setting up the security and user’s configuration based on company standards.• Performs documents, systems, and image back up.• Checks and evaluates existing computers and make recommendations for upgrades when needed to attain a more productive environment.• Provide detailed and up to date computer inventory.• Setup, installation and manage Wireless router; Provides support for cinema stations’ POS. Show less

• 

  Bayview Technologies, Inc

  Apr 2012 - now

  • Serve as 3rd point of escalation for problems and issues escalated by the senior service desk.• Active directory build and Administration, creation of new user account, creation of new security group, disabling account of resigned employees, resetting of password, troubleshooting account issues, creation of roaming profile and such.• Microsoft Exchange Administration, creation of new transport rule, creation of new mailbox, creation of new distribution list, Email forwarding, creation of shared and room mailboxes, managing permission of mailboxes, tracking of emails, managing email queues, troubleshooting email problem and such.• Data Server Administration, managing and giving access permissions to the files in the server.• PowerShell scripting and automation.• DHCP Administration, IP reservation and troubleshooting• DNS administration• SharePoint Administration, managing and giving permission to a specific sites, list or documents in SharePoint.• Manage and Creates the Service Desk team rotational Schedule. • Currently handling a team of 20 people which consist of 5 seniors, 3 tier 2, 9 tier 1 and 3 junior. Do coaching when needed and do a monthly 1:2:1 to everyone to discuss their achievements and any issues that needs attention• Spearhead and setup the company’s self-service portal for the ticketing system using service desk plus.• Deals with new projects, testing and implementation. Show less • Serve as 2nd point of escalation for problems and issues escalated by the service desk.• Set up, configure and manage AD manager.• Provide advanced computer hardware and software onsite and offsite support to end user.• Managing the company door access card system, giving door access permission and troubleshooting door access card issues.• Service Desk Plus ticket system Administration and configuration, creation of new account, giving permission on ticket queues, creation of new queues. Configure our team self-service catalog.• Managing, maintaining and troubleshooting company’s biometric system. Show less • Set up the company email securely to the company issued phones such as Blackberry, IPhone, Windows Phone and Android phones.• Format computers using SCCM, making sure all needed applications and security is properly configured.• Managing Wireless Access, monitoring and giving permissions on accessing the wireless connection.• Performs documents, systems, and image back up.• Handles pickup and delivery of backup tapes and creation of tape backup schedules.• Handling and monitoring trouble ticket in the Service Desk plus ticketing systems for documentation, escalation if necessary until the problem is resolved.• Setup and troubleshoot the company VPN connection. Show less

  • Service Desk Team Lead

    Jun 2015 - now

  • Senior Service Desk Engineer

    Nov 2013 - Jun 2015

  • Service Desk Engineer

    Apr 2012 - Nov 2013