profile:

• High-performing, strategic-thinking professional, result-oriented individual and more value to the team. Be able to handle complex situations and time crunch schedules, would create more value for the company and for the customers.
• 13 years of IT experience.
• 2 years in the airline industry.
• Graduated with a degree of Bachelor of Science in Computer Engineering
• Strongly self-motivated, willing to assume responsibilities.
• Can work independently, lead or work within a team environment.
• Strongly possesses good interpersonal, communication and problem analysis skills with ability to follow project standards.
• Solid background in Windows server's administration, computer hardware and internetworking.
• Experience in Windows Server configuration and deployment.
• Proactive, self-motivated, high performer passionate about quality, results, and innovation.
• Awarded the NIIT Technologies Phil. Inc Young Achievers award for 2012.
• Awarded by Trend Micro Inc. Corporate Department as the highest number of resolved tickets with High Customer Satisfactory Rate CSAT for Q4 2011
• Certified ITIL v3

SKILLS:

WORK EXPERIENCE:

Confidential

Confidential Technologies is a leading IT solutions organization, servicing customers in North America, Europe, Asia and Australia. It offers services in Application Development and Maintenance, Enterprise Solutions including Managed Services and Business Process Outsourcing to enterprise in the Financial Services, Travel Transportation, Manufacturing / Distribution, and Government sectors. Our domain strengths, new approaches to customer experience management robust outsourcing capabilities, and dual-shore delivery model, have made it a preferred IT partner to over 220 clients across 16 countries in these select verticals. With a talent pool of about 8000 professionals, NIIT Technologies follows global standards of software development processes.

Team Lead

Systems Engineer

• Leads a group of highly specialized technical support, who provided Level 2 support to AMEX internal parties and groups, as well as Solution Developers, who resolves all Business Travel product application.
• Responsible of maintaining internal team metrics, including Customer Satisfaction, Solution Cycle Time, Resolution Rate and Escalation Rate.
• Responsible for problem management and event escalations
• Coordinated projects which involve virtual teaming
• Maintained internal metric system based on ServiceNow teams raw data to calculate and measure internal team metrics.
• Developed excel based internal status reporting tool for higher management reporting.
• Drive initiatives to improve business travel segment performance, conduct quarterly gap analysis to identify and address related issues in the business travel segment.
• Generate reports as assigned
• Review existing SOP and revise/develop new SOP as needed.
• Coach and mentor engineers on how to handle, manage business travel application issues and process adherence.
• Provide feedback to engineers to address common inaccuracy.
• Develop and execute business travel application support training programs for the team.
• Provide knowledge sharing sessions on new material through thought leadership initiatives and provide knowledge base entries for emerging issues.

Confidential

Senior Technical Support

Currently deployed to Confidential multinational financial services corporation best known for its credit card, charge card, and traveler's cheque businesses. BusinessWeek and Interbrand ranked American Express as the 22nd most valuable brand in the world, Fortune listed Amex as one of the top 20 Most Admired Companies in the World.

• Assist leaders in team management scheduling and ticket management.
• Weekly and monthly reporting of ticket summary and team scheduling to AMEX and NIIT leaders.
• Coordinate project stakeholders from the clients, product developers and technical support team.
• Provided product and technical support via phone, email and remote session to North America, JAPA, and EMEA clients.
• Deployment of AMEX products, patch and releases
• Manage tickets through Service Now ticketing tool.
• Coordinate project stakeholders from the different product owners and developers.
• Handle technical training to new hires and colleagues.
• Proactively shared knowledge through technical sharing and training, solution contribution and self service participation.

Environment: Service Now, Manage Now, Bomgar, Router, Switches, ISP, Avaya

Confidential

2nd level Technical Support / Product Specialist

Our client is one of the largest travel technology company serving the world's largest industry travel and tourism. We provide software to travel agencies, corporations, travelers, airlines, hotels, car, rail, cruise and tour operator through Internet Booking Engine.

• Maintain airline internet booking engines IBE for Business to Client B2C and Business to business B2B consumers for EMEA and North American clients
• Works closely with development team to determine solution, new implementation and product releases.
• Support escalated issues for Quicktrip products
• Handle Severity 1 issues for all Quicktrip clients.
• Coordinated the status of all SEV3 issues with DEV Teams and Business Analysts for owned client.
• Resolve issues within agreed SLA.
• Managed tickets and ensures cases are logged in the Siebel CRM tool.
• Send Customer update either via email or phone.
• Handled technical training to new recruits
• Performed minor change requests as approved by DEV/QA
• Developed and maintained the teams comprehensive reporting tool
• Report Analytics

Environment: Siebel ICRM, Version One, AS JIRA, Windows Server, 2003, 2008, Linux, Apache instances, WinSCP, Putty, NAS, Linux

Confidential

A global leader in cloud security, Trend Micro develops Internet content security and threat management solutions that make the world safe for businesses and consumers to exchange digital information. With more than 20 years of experience, recognized as the market leader in server security for delivering top-ranked client, server, and cloud-based security solutions that stop threats faster and protect data in physical, virtualized, and cloud environments.

Confidential

Systems Engineer

• Responsible for maintaining, configuring, troubleshooting, and investigating all Data Systems Hardware and Software products of Trend Micro corporate business products throughout North America Business Unit - NABU, in order to meet operational and client requirements. Will take Service Desk and resolve within agreed SLA's. Work with the Product Specialist teams to implement new products.
• Provided product and technical support via phone, email and remote session
• Deployed and maintained information and systems security solutions in a client-server environment for corporate businesses and enterprise businesses up to 50,000 clients.
• Analyzed malware samples and logs from the whole network to include heuristics in pattern updates to improve blocking, detection and cleanup of malwares.
• Provided remote troubleshooting for speedy case resolution.
• Deployed and implemented security policy for corporate clients.
• Server administration and management including Active Directory, DNS, Security Server, Gateway and e-mail server
• Handled escalated cases to meet service level and improve case resolution rate.
• Managed open cases to resolution and ensures cases are logged in the CRM tool
• Meet business objectives and team targets defined by SLAs and Scorecards
• Monitored and reviewed customer satisfaction surveys to enhance product and support.
• Proactively shared knowledge through technical sharing and training, solution contribution and self service participation.
• Continuously improved and upgraded technical knowledge and skills through training.

Environment: Windows Server 2003, 2008 and 2012, Microsoft Exchange Server 2003, 2007, 2010, Microsoft ISA, Trend Micro products, VMware ESXi, vCenter, VMware workstation, WebEx, Switches, Routers, WireShark, AD, DHCP, DNS, FTP, HTTP, HTTPS, IIS, SFTP, IP, TCP/IP, TCP, UDP, SMTP, Telnet

Confidential

A family owned business that specializes in computer sales, repair, internet caf and maintenance for government, corporation and universities.

Confidential

2nd level Systems Engineer

• Managed and supervise the daily operation
• Managed personnel for onsite client maintenance and troubleshooting.
• Coordinated and purchase of devices from vendor.
• Created bidding proposal for prospective clients
• Install, configure and manage Windows Servers to clients
• Provided documentation and after sales technical support

Environment: Windows Server 2003, 2008, Microsoft Exchange Server 2003, 2007, Antivirus, Microsoft ISA

Confidential

Network Administrator / Systems Administrator

• Systems Administration in Microsoft and Linux environment.
• Server administration and management including Active Directory, DNS, Security Server, Gateway and e-mail server
• Set-up, maintain and install server, Windows 2000 Server, 2003 Server, File Servers, Printer Servers, Active directory. Administer Linux Server, LAMP
• Responsible for all client computers, printers and other accessories assist end-users on computer problems, hardware and software installation, hardware and software troubleshooting, handles and configures LAN cabling.
• Performed management of the company's Local Area Network LAN facilities, which includes the designs, sets-up, and maintenance of the LAN that link computers and workstations for data communications, as well as the administration of servers.
• Troubleshoot, repair, and install all hardware components of the company.
• Checked for computer viruses and unauthorized software's.
• Provided hardware specification for purchase.
• Tested new operating systems, software, updates with the use of VMWARE workstation
• Administered virtual machine running on VMWARE or other virtualization software.
• Setup and administer Microsoft Exchange for company's mail. Configure to MS Outlook users. Create and terminates user account.
• Implemented Group Policy on the active directory for all users on the Domain. Restrict download to selected users, website filtering, changing wallpaper, accessing command prompt, regedit, etc. depending on the organizational unit OU.
• Database Management System. Backup database using SQL Enterprise Manager.
• Responsible for the security and privacy of all databases within the company by providing limited access to only authorized users.
• Coordinated with the PC users and system proponents as to their software requirements and training required.
• Acts as Technical Support manager for client IT concerns either thru phone
• Supervised the laboratory's hardware software facilities.
• Instructor on various Information Technology and Electronics subjects.

Environment: Windows 2000, 2003, Microsoft Exchange 2000, Windows 98SE, Windows ME, Active Directory, Group Policy, Network Cabling, Switches, Routers, Internal System U2 , IIS, TCP/IP, LAN tester tool,

Confidential

• Responsible in overseeing product Quality Control / Quality Assurance.
• Provided Technical Training to new department employee.
• Designed electric wire cable that costumers demand and provide material specification for testing.
• Assisted IT personnel in administering multiple company server and maintain over 450 desktop workstation and laptops.
• Assigned as Microsoft Exchange Server administrator.
• Operated machine using computer interface.
• Responsible for operating Braiding, Spiral, Stranding Twist machine.
• Responsible for machine/computer repair maintenance as well as machine, circuit, computer assembly.
• Optical Fiber assembly with TOS / POS for DVD AV Audio/Video .

Environment: Windows 2000, Microsoft Exchange 2000, Windows 95, 98SE, Windows ME, Active Directory, Group Policy.

Confidential

as mandated by the Philippine Constitution, is the country's independent economic development and planning agency. It is headed by the President as chairman of the NEDA board, with the Secretary of Socio-Economic Planning, concurrently NEDA Director-General, as vice-chairman. Several Cabinet members, the Central Bank Governor, ARMM and ULAP are likewise members of the NEDA Board.

Project Consultant

• Conducted detailed information technology capability assessment, spearheading the establishment of a computer Wide Area Network WAN of the region, consisting of 10 nodes with Geographic Information Systems GIS Facilities.
• Conducted an inventory of existing computer hardware software within the workstations.
• Optimization if information dissemination advocacy activities which strengthen of linkage between among network units continuous upgrading enhancement of hardware, software, people ware.
• Conducted a manpower capability assessment within the workstations specifically for network GIS operations.

Environment: LAN WAN design and technologies