Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Alpie Asilo

Alpie Asilo

Service Desk | Incident Management
Pasig

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Service Desk | Incident Management

Unionbank of the Philippines
Pasig City
01.2020 - Current
  • Act as point of contact for phone calls, chat, helpdesk portal and emails from users regarding IT issues and queries;
  • Manage over 50 customer incident/service requests per day from identification through resolution. Documents resolutions and update knowledge database;
  • Monitors, tracks and implements SLA on regular intervals (i.e. daily, weekly, etc.). Coordinates and works with vendors and support teams to ensure that issues affecting ATM such as but not limited to hardware, software, modem, switch, and other likes are closed in timely manner.
  • Coordinate implementation of new IT infrastructure.
  • Demonstrated leadership skills in managing projects from concept to completion
  • Worked flexible hours across night, weekend and holiday shifts
  • Worked well in team setting, providing support and guidance
  • Organized and detail-oriented with strong work ethic
  • Demonstrated strong organizational and time management skills while managing multiple projects

L1 Network Engineer

Unionbank of the Philippines
Pasig
01.2013 - 12.2019
  • Managed over 60 customer calls, chat and email per day.
  • Assigned to Monitor Network-Stability and Alert.
  • Email Follow-Up and Opening of Ticket, Coordination w/ assigned Network Engineer and vendor for needed Information.
  • Coordinate w/ assigned Network Engineer for Response.
  • Update Site-Documentation, Identify Site with Chronic Issue and Forward To Network Engineer For Assessment
  • Help Create-Update Knowledge-Base Or Documentation.

Computer Operation Staff

Unionbank of the Philippines
Pasig City
11.2008 - 12.2012
  • Perform general clerical operations tasks that are routine in nature
  • Receive, log, batch, and distribute work
  • Managed over 70 request of data file distribution before end of day.
  • Prepare and distribute incoming and outgoing mail
  • Regularly receive direction from supervisor and escalate questions and issues to more experienced roles
  • Work under close supervision following established procedures
  • Gained extensive knowledge in data entry, analysis and reporting

Computer Operator

Tone Guide Press Inc
Caloocan City
11.2006 - 10.2008
  • Prepare and edit Program in C language from MIS team.
  • Adjust image position for variable data files to accommodate perforations on paper or for viewing through envelope windows.
  • Operate various applications including duplex and MICR checks to print job within schedule and meet deadlines for production.
  • Perform other related tasks that may be required from time to time.

Education

Bachelor of Science - Information Technology

City of Malabon University
Malabon City
08.2002 - 03.2006

Skills

Adaptability

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Certification

CCNA Routing and Switching (Expired Aug 2019)

Timeline

Service Desk | Incident Management

Unionbank of the Philippines
01.2020 - Current

CCNA Routing and Switching (Expired Aug 2019)

08-2016

L1 Network Engineer

Unionbank of the Philippines
01.2013 - 12.2019

Computer Operation Staff

Unionbank of the Philippines
11.2008 - 12.2012

Computer Operator

Tone Guide Press Inc
11.2006 - 10.2008

Bachelor of Science - Information Technology

City of Malabon University
08.2002 - 03.2006

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Alpie AsiloService Desk | Incident Management