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Work Background
Clifford ChanceSenior Technical Support Analyst
Aug. 2019 - Nov. 2023Dubai, United Arab Emirates• Skills enablement of more than 100 Users between Dubai and Abu Dhabi offices.
• Supports Mobile Device Management (MDM) and Bring Your Own Device (BYOD) related technologies devices.
• Aids on Microsoft Office and Windows operating systems.
• Assists End Users' desktop and laptop hardware and configurations.
• Provisions hardware, asset tracking, monitoring and reporting.
• Coordinate with other teams in network infrastructure, technology and topography concerns.
• Manages servers and comms room environment, including network patching and server/hardware rack mounting and cable management.
Baker BottsIT Desktop Support Specialist (2nd Line Support)
Oct. 2015 - Aug. 2019Dubai, UAE• Administer the training and development of more than 50 Users • Supervise the IT Asset Inventory of the Middle East Offices
• IT Security Workstations configuration and monitoring
• User Software Installation and support using SCCM technology
• Provide first and second-level end-user support for all aspects of personal computer usage and firmwide IT/Telecom/AV • Active Directory configuration for AD Objects in User creation and access permission
• Troubleshoot issues arising from desktop thin client environment built on the Citrix XenApp platform.
• Work with off-site vendors to assist with systems repairs/maintenance.
• Support and manage Blackberry and iOS deployments.
EvershedsIT Support Analyst
Oct. 2013 - Sep. 2015Dubai, United Arab Emirates• Manage and deliver the onboarding process of 80 Users in the Middle East region
• Promptly responds to system/service outages (specifically Major Incidents), urgent and non-urgent incidents & requests.
• Assisting new hire employees to log in to the system and providing initial training to become familiar with the applications.
• Installs and configures computer peripherals.
• Assists in removing tapes and retrieving backup data if needed.
• Provides training and support for Business and Administrative computer-based applications
• Identifies software application, network and hardware malfunctions and takes appropriate action to resolve issues.
• IT assets management and maintenance.
Emerging Markets CommunicationsFront End Solar Winds
Dec. 2012 - Sep. 2013Abu Dhabi, United Arab Emirates• Maintains and administers the Network Management System (NMS) tool, SolarWinds Orion.
• Creates reports to help ensure real time monitoring of routers, switches, servers and any other SNMP-enabled devices.
• Support Citrix Front End User in accessing the published applications.
• Provide 1st level technical support on Office applications and user administration.
• Facilitates local network, printers, desktops and laptop issues
Effective MeasureApplication Support Specialist
Aug. 2011 - Dec. 2012Dubai, United Arab Emirates• Support the sales team in servicing the digital media publishers in the Effective Measure International (EMI) network
• Train publishers in the methodology and the unique aspects of our technology
• Coordinate post publisher registration support such as implementing EMI tracking script, execute the audience survey and other post registration tasks
• Support in customization of audience demographic surveys
• Maintain a strong and positive relationship with publishers via ongoing support, assistance, updates, and information as necessary
• Troubleshoot services support requests from both internal and external.
SEHNAOUI PLANT JLTAdministrative Secretary
Feb. 2011 - Aug. 2011Dubai, United Arab Emirates• Processes check requests, expense advances and reports, and other routine requisitions to pay bills, clear expenses and/or order supplies.
• Coordinates travel arrangements, meeting schedules, and itinerary preparation for extended or international travel.
• Prepares reports by gathering, compiling, summarizing information, and drawing conclusions. • Types offer letter and/or reports, often of a confidential nature.
• Maintains executive's calendar and schedules meetings
• Answers phones, takes messages, and/or redirects calls.
• Set up and maintain filing systems and file all correspondence
HEWLETT-PACKARD ASIA PACIFIC (HK)Technical Solutions Representative
Aug. 2008 - Oct. 2010NCR - National Capital Region, Philippines• Responsible for creation, update, troubleshoot and managing Virtual Desktop Infrastructure (Jumpstation) issues and accounts for the Sara Lee (users will include HP, IBM, Sara Lee and other 3rd parties) • Responsible for the resolution of the tickets touched within the agreed SLA.
• Responsible in providing technical updates and training to the Service Desk
• Responsible for owning the resolution of systemic issues being encountered by the Service Desk including providing the workaround
• Responsible in maintaining the Knowledge Database pertaining to issues received by the team
• Identify and apply CBAs and processes in solving the VDI technical issues.
• Notify the team for possible recurring issues based on the trends of tickets.
• Continuously looks for ways to do things better within the GSD that can lead to efficiency improvements and cost savings for company.
• Drive processes in accordance to ITIL processes in such a way that improvements areas for non-complying agents/escalations and subsequent follow-up with corresponding process owners will be made.
iPLUS INTELLIGENT NETWORK INCOEM Administrative Assistant
Sep. 2006 - Jul. 2008NCR - National Capital Region, Philippines• Develop and maintain administrative procedures. • Provide clerical support, including phone and written correspondence; calendar management, filing and retrieval, and maintaining communication databases.
• Arrange staff travel and lodging, and prepare expense reports. • Coordinate and support team meetings and events, including scheduling, attendance, and agenda and minute preparation. • Research information on the Internet and provide written reports or summaries.
iPLUS INTELLIGENT NETWORK INCGroup Administrative and HR Assistant
May. 2006 - Sep. 2006NCR - National Capital Region, Philippines• Oversee facilities, including regular clean up and maintenance of office premises, ordering supplies and manage distribution accordingly and working with vendors. • Handles process of payment and liquidation requests on time and coordinates with different departments that need assistance to a particular transaction. • Assist with human resources activities, including maintaining personnel files and directories, coordinating vacation requests, and scheduling interviews.
ACCENTURE HEALTHCARE PROCESSING INCAnalyst
Feb. 2005 - May. 2006NCR - National Capital Region, Philippines• Assess the eligibility of a client. Analyzed plans and coverage appropriate for a policyholder. • Audited transactions of co-workers. • Update records on database and facilitated projects for students of various client companies.
iPLUS INTELLIGENT NETWORK INCProject Call Center Agent
Nov. 2004 - Dec. 2004NCR - National Capital Region, Philippines• Assist caller with their queries regarding Microsoft Licensing Programs. • Monitor the customer’s request and coordinating to the person in-charge..
• Upload the caller's information to Siebel (Microsoft Database).
• Assisted the CPE Lead and Customer Relationship Group Manager in call downs of top CIO and Partner Executive for an event, consolidating list into an Excel Spreadsheet and assists the Manager to the event itself.
iPLUS INTELLIGENT NETWORK INCFreelance Data Profiler/Encoder
May. 2003 - Dec. 2004NCR - National Capital Region, Philippines• Take outbound calls to verify necessary information to update the database system.
Destiny CableClient Support Specialist
Apr. 2003 - May. 2003
Jollibee Foods CorporationCounter/Cashier
Jan. 2001 - Jun. 2001
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