HelpDesk Support Engineer/analyst
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|Experience: 6 years
|Relocation: Yes - Internationally
|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 Teams 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
Elementary St. James College, Quezon City
|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
networking and direct selling of various garments and other products
can work with minimum supervision