HelpDesk Support Engineer/analyst

To contribute my overall efficiency and skills in the proficiency that would uphold continuous enhancement and intensification of my knowledge.

GLOBE TELECOMMUNICATIONS INC.
Department/Group: ISG (Information System Group)

HelpDesk Support Engineer / Analyst
(January ’07 – Present)

Office Automation (OA)
• Acts as a single point of contact to all supported customers/users.
• Works cooperatively with the Unit and Division Head in improving the Team’s process and Services.
• Evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for IT assistance from users experiencing problems.
• Interviews user to collect information about the problem and leads user through diagnostic procedures to determine source of error and eliminate that.
• Provides first-level (phone & e-mail) support to users by offering set solutions to problems.
• Logs and tracks incidents/problems using REMEDY Action Request System and maintains history records and related problem documentation.
• Demonstrates technical expertise in setup and installation, configuration and troubleshooting of desktop and laptop Computers (COMPAQ and IBM), shared and network printers and other peripheral devices.
• Installs, administers, tests, and maintains client hardware, operating system, and software.
• Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users.
• Provide technical assistance in setup and installation, configuration and troubleshooting of Local Area Networks (LAN).
• Performs variety of administrative support functions such as backup and restoration of data from servers to tape drives and vice versa.

Monitoring (On Call)
• Monitor/Report/Escalate incidents/problems to support team by following proper escalation procedures.
• Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
• Responsible in training new member assigned to our team.
• Monitor/Record the progress and status of all cases to ensure that the committed service-level is fulfilled.
• Responsible in monitoring, recording, and reporting all system downtimes including problematic servers, modems, routers, internet, firewalls, network utilizations/performances.
• Responsible for monitoring the Netmon, TextGroup, G-cash balance, Patrol Central - E-mail Exchange Server, Textconnect, Unlimitxt, Reggie in an hourly and bi-hourly tests.

Degree Technological Institute of the Phillipines
(1998-2003) Bachelor of Science in Computer Engineering

Tertiary Mapua Institute of Technology
(1995-1998) College of Architecture

Secondary St. James College, Quezon City
(1991-1995)

Elementary St. James College, Quezon City
(1985-1991)

Skills / Qualifications

• proficient in MS OFFICE (MS Word, MS Outlook, MS Excel, Powerpoint & Infopath)
• knowledgeable in OS: Linux, Unix
DB: Oracle, PL/SQL
Language: Java, C++, VB
• familiar with Active Directory, Blackberry, Remote Access - Dameware, Internet/Intranet, Firewalls, Netmon, PRTG (Paessler Router Traffic Grapher – AMAX), G-Live/Celltick, Patrol Central - Email Exchange Servers, Remedy Action Request System, Reflection, SAP.
• fast learner / keen on details and can work well under deadline pressure
• creative, outgoing, assertive & hardworking
• good organizational skills
• team player with good people and leadership skills
• good oral and written communication skills
• repairing household appliances and other electronic equipments
• extremely energetic
• positive nature/outlook
• networking and direct selling of various garments and other products
• can work with minimum supervision