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Work Background
IOM - UN MigrationICT Application Support Tier 2
Feb. 2022National Capital Region, Philippines
IOM - UN MigrationICT Global User Support Tier 1
Aug. 2017 - Feb. 2022Paseo de Roxas, Makati City, Philippines- Provides technical support such as immediate diagnosis and workarounds for reported incidents or issues. Support users via email, remote connection and assist them in their technical related issue thru phone calls if need be. Assist in determining root causes of issues and proposes resolution for the issue raised.
- Configures and troubleshoot users email accounts (O365/Exchange). Installation, configuration and management of email accounts for PCs, laptops and other devices.
- Management of technical request using Ticketing system (Zendesk, FreshService – GSS). Opening, updating and closing the tickets assigned while meeting the SLA.
- Installation, configuration and deployment of computers with different Operating System (Windows, MAC OS)
- Managing Active Directory / MS Exchange 2010 (shared drive, shared mailbox, user accounts, distribution groups, security groups, reset & unlock password, Group Policy, edit information details of user accounts)
- Microsoft Office365 Administration (management and migration of user accounts, mailbox and security groups)
- Perform monitoring of systems and networks, servers and data on assigned shift.
- Make necessary actions to be taken and well-documented in troubleshooting the issue, escalate to Tier 2 or supervisors if necessary and per priority levels.
- Participates in shift turnover meeting and discussion to ensure the continuity of the support.
OxfamIT Assistant
Jan. 2014 - Oct. 2016Eastern Visayas Hub Offices (Guiuan, Eastern Samar)• Provides technical administration and support to staff on existing IT system and software. Perform as the primary support in each tasks, e.g., maintaining and monitoring CISCO network equipment (wireless/non-wireless router, WAP, switches and wireless network adapters), ISP’s modem and equipment, also on the ground support when configuring VPN in the internal router.
• Take charge of the Service Desk – create, receive and monitor calls primarily from the office and other sub-offices mostly based in the Philippines and escalate the issues to the support team depending on the complexity.
• Adopt standard software tool – Service Now for tracking operational work such as user requests, and system change control and use of standard software with the latest version support to ensure system compatibility.
• Maintenance of all IT related equipment (laptops, desktops, printers) and network availability monitoring.
• Set a weekly back up on data stored in NAS. Back up local files including Lotus Notes data file of the leaver before removing all their account in the laptop.
• Analyze, troubleshoot and provide root cause analysis on technical issues on IT in a reasonable amount of time and escalate it to support team when it is already complex and out of hand to have further analysis and come up with a resolution and suggestion in a given period of time.
• Provide the use of remote tool (Team Viewer) to reach out those users who are working on remote/field areas and provide the necessary help especially to those complicated issues to user.
• Conduct IT induction and provide necessary IT equipment to newly hired staff.
• Update the records on IT assets and inventory and collaborate it to Logistics for cross- checking.
St. Mary's CollegeComputer Teacher
Jun. 2012 - Dec. 2012Borongan City, Eastern Samar- Provides the definition and function of computers and its history. Introduce the basic components and parts of Computer Systems. Provide hands-on application to students about the function of Computer Systems. Introduce the Microsoft Office Tools, i.e., Word, Excel, and PowerPoint and its functions. Teach on how to access internet using different types of Web browser.
• Introduce and teach the Microsoft Access and its basic functions. Provide hands-on application to students like creating database using their basic information, e.g., last name, first name, age, gender, contact number, address and related fields.
• Introduce the basic fundamentals of Visual Basics. Introduce Computer Number System, the binary numbers and its operation and functions with its basic operations.
• Teach the operations of Computer Number System, the binary numbers, hexadecimal and octal numbers. Use the arithmetic operation on the number system and conversion from binary to hexadecimal and vice versa. From binary language to English language and vice versa.
• Reintroduce the Computer System, its components and functions. Provide basic troubleshooting techniques and tips, both hardware and software aspect. Give and facilitate hands-on exercises regarding troubleshooting computers
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