2005
Bachelor of Science in Computer Engineering
AMA Computer College – Makati Campus
More Info About Me
I'm a calm person and always focus on any multitasking job while being patient. I'm the kind of worker that always smile whenever the odds take place. Highly competent individual with extensive knowledge in information and communication technology. Customer service work experience in U.S. DOD (United States Department of Defense) and International Organization for Migration - United Nation Migration Agency.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
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International Organization for Migration (IOM)
(ICT Technical User Support Tier 2)
• Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
• Take ownership of user problems and be proactive when dealing with user issues.
• Provide Tier 2 level support, immediate diagnosis, and workarounds for reported incidents.
• Assist in determining root causes and resolution for problems raised by reported incidents.
• Escalate to Tier 3 supervisor and/or specialists in areas of network, systems, and applications, coordinating issues to identified priority levels when necessary.
• Managed cases and required actions in monitoring systems, network (ASA and Meraki), and applications resulting from routine control of automated tracking system (FreshService), servers and data on assigned shifts.
• Performed configuration of Zscaler cloud proxy on all the missions/office.
• Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network, and new and existing applications.
• Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application, and infrastructure components. Provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.
• Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned.
• Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
• Establish technical relationship and collaboration with other pertinent department/units – and with other ICT personnel, partners, suppliers, and providers – to identify opportunities for optimizing business and system effectiveness.
• Participate proactively in face-to-face shift turnover meeting and contribute to ensure continuity of the support service.
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International Organization for Migration (IOM)
(ICT Technical User Support Tier 1)
• Perform the diagnosis and resolution of Manila Administrative Centre (MAC) IT network and system problems as local and global technical support staff and provide first line of assistance to MAC and Global users.
• Record and track all requests and actions for technical support, ensuring proper documentation of services that met or exceeded the service level agreements.
• Conduct initial assessment of MAC/Global users’ needs for possible technology upgrades or purchase of ICT equipment and peripherals.
• Participate in the implementation and documentation of planned infrastructure upgrades and perform implementation, installation, security, and administration of systems and network components when required.
• Provide technical assistance and training of users in the operation and maintenance of ICT systems when necessary.
• Assists in pro-active monitoring of systems and network (LAN, WAN) and routine control of servers and data on assigned shifts.
• Collaborate with ICT focal points worldwide to manage ICT service availability in the field offices.
• Provides Account Management assistance using Active Directory and Exchange Management Console.
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DG21 Limited Liability Company
(Lead Automated Data Processing Technician (IT Support Engineer))
• Set-up and maintain the accuracy of every user’s computer (DELL Computers) in accessing the network.
• Imaging and re-imaged ONE-Net NIPR and SIPR computer using ALTIRIS imaging software.
• Providing Tier 1 and 2 OCONUS Navy Enterprise Network (ONENET) technical assistance through resolving Common Access Card, hardware issues, software applications and network related problems.
• Educated customers within procedural guidelines to ensure a complete solution to their technical or service problems.
• Provided telephone, email and remote diagnostic technical support for computer hardware and software system applications.
• Migrated 24 building infrastructure network to ONENET system.
• Assigned as Remedy Ticket controller.
• Administered Active Directory, create new accounts for US Navy Military, contractor, and civilian employee for access to the navy network. Checking duplicate names, performing query for dormant and expired accounts, updating black hole list, and configuring permission to shared folders.
• Installing network cabling infrastructure, including a wide variety of local area network equipment.
• Response immediately to the Action Request System of the customer.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.