Professional Summary

• More than 8 years experience as First and 2nd Level  Helpdesk /Technical Support Analyst
• Have expertise and strong commitment to a responsive IT support over the
  phone, via email and in person
• Adept in software installation and hardware troubleshooting
• Fast learner, highly motivated, highly organized and multi-tasker
• Strong analytical and problem solving skills in an individual or a team environment

Technical Summary

• Operating Systems -DOS, Windows 95/98/NT/ME/ 2000/XP, MAC OS, and UNIX System Software
• Financial Systems -Great Plains, Kronos, Remedy, Winfund,  NBCN Applications
• Software Application -Office 2003, Word, Excel, Access, PowerPoint, Outlook, Internet Explorer,
  Netscape, Mozilla Fire fox, Antivirus and familiarity with other system and
  Scripting software
• Multi Media -Adobe Photoshop, JASC Paint Shop Pro, Adobe Acrobat Writer
• Hardware -Desktop laptop/Laptops, Modems, Cisco Routers and Switches, Hubs, Satellite
  Receivers (Motorola/Starchoice DSR 401, 315, 317), Satellite Dish (Single-
  Stacked, Dual, Quad), Media Gate Routers, Helius One Touch Systems,
  Pulsat Earth Station, DSL and Dial-up Modems, Printers, IBM/Arel System, and
  Other peripherals
• Protocols -TCP/IP, DHCP, PPOE, VOIP, HTTP, FTP, POP, IPX/SPX, NetBEUI, UDP,
  IMAP, SMTP, DNS, SSH, Remote Access, Telnet, ICMP
• Web Design/Dev’t -HTML, Macromedia Dream weaver, MS Front Page, FTP

 

Employment History
December 2007 – Present, Investment Planning Counsel
Helpdesk Analyst 2

- Provide Business to Business support to Financial Advisors in resolving technology issues over the phone, email and in person
- Supporting companies technology suite for various application software applications but not limited to CRM, Financial Planning software, Website Portal, external websites and more
- Initiated and Contributed to companys knowledge base resources for the use of inhouse technical support staff
-

~~ to be continued ~~

June 2007-December 2007 Introtel E.Networks
Customer Technical Support

- Provide business to business support for PBX issues via phone and email
- Performs troubleshooting and diagnose PBX issues and escalate to network and program Engineers.
- Creates Work Orders for escalated issues, assigns MAC (Move, Add and Changes), sales of PBX and phone products, assigns technicians for field dispatch and other related tasks.

Environment: Windows 2000, XP Pro, Satellite Dish and Receivers, Remote Access, Cisco Routers/Hubs, TCP/IP, UDP, Media Gate Router, Helius One Touch System, Great Plains and Telesat Proprietary software

Jan 2005-March 2007 BTV + Canadian Business Television
Level 2 Helpdesk Support

- Provide business to business support for General Motors Corporation, Royal Bank, Saks Fifth Avenue, Bonton Stores, Canada Post, Loblaws, Nissan, British Lottery for their Interactive Distance Learning among others
- Performs troubleshooting and walkthrough support to diagnose audio, video, and other technical related issues regarding the Video over Satellite technology.
- Performs installation, test configurations, debugging of devices using and various devices and applications on the Telesat and BTV networks
- Performs responsive customer Support with the ability to handle confrontational or stressful interactions with the customers.
- Provide walk through support for cables and wiring systems of satellite receivers and other devices connecting to the network
- Monitors Satellite Signals, Video Services to authorized Channels, Configuration of Media Gate Router, Network Logins and other related issues
- Authorize receivers and provide broadcast access to participate in trainings and certifications
- Troubleshoot lost signals in order to restore the broadcast and configure receivers to receive programming using the remote access tools
- Adds users to MYSQL database
- Maintain documented support calls for all matters, requests, actions and troubleshooting performed on regular basis using the company’s customer care tools and escalate issues to L3 and Network Engineering if needed

Environment: Windows 2000, XP Pro, Satellite Dish and Receivers, Remote Access, Cisco Routers/Hubs, TCP/IP, UDP, Media Gate Router, Helius One Touch System, Great Plains and Telesat Proprietary software

Aug 2000- Jan 2005 Primus Telecommunications Canada
Technical Support Representative

- Provide first call resolution to support Business/Corporate and Residential customers based in USA &  Canada in their Internet, Email, Web Hosting, DNS and other Domain related Issues
- Provide quality helpdesk support over the phone and through email
- Ability to calm down and deal properly with irate customers
- Record all information in the customer tracking system, updating work logs, and customer Database utilizing Remedy Software and company proprietary software.

Environment: DOS, Windows 95/98/NT/ME/ 2000/XP, MAC OS, and Unix System Software, SSH, Internet Explorer, Netscape, Mozilla, Cisco Router, Dial-up and ADSL modems, Remedy

Nov 1999 – July 2000 Client Logic Corporation
Technical Support Representative

- Provide World Class Technical Support For Fortune 500 companies
- Quality support to resolve Internet and Email related issues for Juno and Netzero Internet Providers
- Record all information and maintains call logs using company’s tools and tracking system
- Accepted awards for Service of Excellence in exceeding call metrics

Environment: Windows 2000, Dial-up modem, Remedy, Kronos Accounting Package

Education

- Graduated, LAN (Local Area Network Administration- CDI College, Canada, 1999
- Graduated, Bachelor of Science in Civil Engineering – CIT, Philippines 1985
- 82.55 % passing mark in Civil Engineer’s Licensure/Board Exam
* Academic Scholar and consistent honor student