Dec 2012 – Oct 2015 · 2 yrs 10 mos · Hyflux Innovation Centre, Bendemeer Road

• Remote Desktop Support and Service Desk Engineer
• Provides assistance to users regarding desktop issues and troubleshoots the issue via remote connection
• Performed on-phone and email assistance to 6 client accounts
• Processed and/or escalate service requests
• Knowledge Management and Training
• Provided account specific and general knowledge technical training to Service Desk Engineers
• Created training modules which will be posted on the knowledge portal for continuous knowledge and future reference
• Analyzes and approves entries to the knowledge base
• Ensures that there are no redundant entries in the knowledge base
• Coordinates with the leads and managers regarding revisions of knowledge base entries then discloses the information to the Service Desk engineer
• Extract reports from logged tickets to identify the top incident generator which can be used for creating FAQ's, knowledge base entries and training materials that helps provide knowledge to service desk engineers
• Linux/AIX User ID Management
• User account management like password change, account unlock, add and remove to groups
• Server Activity Monitoring
• Receive and analyzes alerts coming from servers of our clients. Reports critical alerts to the responsible work group for immediate resolution of the issue.
• Accomplishments
• Created technical examination for aspiring candidates for the service desk position
• Proposed and implemented proper ticket documentation which enhanced the report analysis and creation
• Compiled FAQ's and updated the user portals for their reference
• Introduced the usage of Microsoft OneNote to compile important information, account updates and tracking call/ticket records endorsed to the next level support
• Implemented the usage of call tracker to the operations team in order to track and balance the endorsed tickets to the onsite engineers

Jul 2011 – Nov 2012 · 1 yr 4 mos · Singapore

• Deployed to VISA Worldwide Pte. Ltd. as an IT Executive who performed Helpdesk and Desktop support functions for internal users
• Performed Onsite assistance during Windows 7 migration project
• Checked system requirements if the workstation is suitable to have the Windows 7 OS
• Performed manual imaging of machines if the automatic software push failed
• Ensured all necessary applications (Back up, Encryption and E-mail) has been completed before deploying the workstation to the user
• Analyzes the issue of the caller then treat it as per company policy whether to troubleshoot or ask for assistance from the support group who will help resolve the issue
• Performs Domain/Windows NT account management for existing and on-boarding users whether it is password reset, account unlock or account revoked status
• Assist remote users regarding VPN connectivity and/or authentication issues
• Remotely connects to the user’s workstation to configure or install applications or to troubleshoot other system related issues
• Troubleshoots workstation issues in accordance with the terms and conditions of the Desktop Engineers.
• Ensures connectivity of a user via LAN or WLAN inside the office or even at home whenever they are using a company issued workstation
• Major Incident processing and escalation. Analyzes the severity of the issue then contacts the assigned workgroups for further assistance and faster resolution
• Helps users regarding hard disk drive encryption software issues
• Maps network printers and network drives and perform troubleshooting if necessary
• Attends to anti-virus update issues specially when it fails
• Service request processing and follow up to the support group assigned on it
• Took escalation calls regarding the same issues stated above whenever the superiors are not around
• Logs all interaction in a ticketing system for tracking and QA purposes

Apr 2010 – Feb 2011 · 10 mos · Bonifacio Global City, Taguig City, Philippines

• Analyzed the issue of the caller then treat it as per company policy whether to troubleshoot or ask for assistance from the support group who will help resolve the issue
• Performed Domain/Windows NT account management for existing and on-boarding users whether it is password reset, account unlock or account revoked status
• Assisted remote users regarding VPN connectivity and/or authentication issues
• Remotely connected to the user’s workstation to configure or install applications or to troubleshoot other system related issues
• Troubleshoots workstation issues in accordance with the terms and conditions of the Desktop Engineers.
• Ensured connectivity of a user via LAN or WLAN inside the office or even at home whenever they are using a company issued workstation
• Major Incident processing and escalation. Analyzes the severity of the issue then contacts the assigned workgroups for further assistance and faster resolution
• Helped users regarding hard disk drive encryption software issues
• Maps network printers and network drives and perform troubleshooting if necessary
• Attended to anti-virus update issues specially when it fails
• Service request processing and follow up to the support group assigned on it
• Took escalation calls regarding the same issues stated above whenever the superiors are not around
• Logged all interaction in a ticketing system for tracking and QA purposes

Aug 2009 – Mar 2010 · 7 mos · Bonifacio Global City, Taguig City, Philippines

• Deployed to JP Morgan Chase & Co. as a Service Helpdesk Analyst who performed Helpdesk support functions for internal users
• Analyzes the issue of the caller then treat it as per company policy whether to troubleshoot or ask for assistance from the support group who will help resolve the issue
• Performs Domain/Windows NT account management for existing and on-boarding users whether it is password reset, account unlock or account revoked status
• Assist remote users regarding VPN connectivity and/or authentication issues
• Remotely connects to the user’s workstation to configure or install applications or to troubleshoot other system related issues
• Troubleshoots workstation issues in accordance with the terms and conditions of the Desktop Engineers.
• Ensures connectivity of a user via LAN or WLAN inside the office or even at home whenever they are using a company issued workstation
• Major Incident processing and escalation. Analyzes the severity of the issue then contacts the assigned workgroups for further assistance and faster resolution
• Helps users regarding hard disk drive encryption software issues
• Maps network printers and network drives and perform troubleshooting if necessary
• Attends to anti-virus update issues specially when it fails
• Logs all interaction in a ticketing system for tracking and QA purposes

Nov 2008 – Jul 2009 · 8 mos · Rodriguez, Rizal, Philippines

• Established a small scale business that caters customer’s needs whether it is computer usage or repairs
• Designed and performed the network design of the computer shop
• Offered computer tutorial lessons to customers depending on the module they selected
• Installation, troubleshooting and repair of CPU, monitor and other hardware

May 2008 – Nov 2008 · 6 mos · Mandaluyong City, Philippines

• Analyzes the issue of the caller then treat it as per company policy whether to troubleshoot or ask for assistance from the support group who will help resolve the issue
• Performs Domain/Windows NT account management for existing and on-boarding users whether it is password reset, account unlock or account revoked status
• Assist remote users regarding VPN connectivity and/or authentication issues
• Remotely connects to the user’s workstation to configure or install applications or to troubleshoot other system related issues
• Troubleshoots workstation issues in accordance with the terms and conditions of the Desktop Engineers.
• Ensures connectivity of a user via LAN or WLAN inside the office or even at home whenever they are using a company issued workstation
• Major Incident processing and escalation. Analyzes the severity of the issue then contacts the assigned workgroups for further assistance and faster resolution
• Helps users regarding hard disk drive encryption software issues
• Maps network printers and network drives and perform troubleshooting if necessary
• Attends to anti-virus update issues specially when it fails

Mar 2006 – Apr 2008 · 2 yrs 1 mo · Pasig City, Philippines

• Ensures the quality of a call in order to meet the SLA requirement of the client
• Collaborates weekly and monthly reports then submit it to the QA Manager
• Attends calibration meetings with the other QA Specialists locally and internationally
• Performs necessary actions if an agent performed a zero tolerance act during interaction with a caller