Aldrin Junard Balubal

November 2015 – June 2018* Rehire December 2019 - Present

• We are supporting Hinduja Global Solutions a BPO Company, deployed as on-site Desktop Support Engineer.
• Take ownership and responsibility of queries, issues and problems assigned as Desktop Support Engineer by means of ticketing system (Service Request).
• Hardware and Software Installations for any Windows related and business applications.
• Configuration IP hard phones such as Avaya Hard phones and Avaya One X Application.

• Isolate, escalate and quickly resolve a wide range of Windows applications and network issues to help minimize downtime.
• Deployment of OS using Windows Deployment Server, copying and imaging of computers.
• Maintains I.T. record and tracking for area of responsibility like computer names, IP phone extensions and port numbers.
• Manages daily technical support activities on desktop support, data network and server management.
• Provides desktop/laptop on-site and Work at Home support; card reader printer support; backup system support; updating current infrastructure and deploying new equipment.
• Conducts investigation, diagnosis, resolution and recovery for hardware/software problems.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a Reasonable timeframe.
• Provides initial assessment of urgency and business impact on all support calls.
• Management and maintenance of McAfee ePolicy Orchestrator Server by keeping the machines updated and free from ransomware.

• We use Active Directory to move OU of the users or hostnames in their proper OU.

• Supporting the Work at Home users by using Anydesk and Zoom Application.

• Use SCCM for remote and patch update of the machines at the production and Work at Home.

• Use Mcafee EPO for Encryption of Laptops or Desktops for security of Drives, adding and unlocking of credentials for the users. Daily monitor of compliant and non-compliant machines.

• Site 24x7 Certified; Date: November 2018

•Take ownership and responsibility of queries, issues and problems assigned as Cloud Specialist by means of ticketing system (Service Request).

• Server Monitoring via Site24x7

• Provides initial assessment of urgency and business impact on all support calls.

• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.

• Conducts investigation, diagnosis, resolution and recovery for server downtime.