Charmagne L. Pakingan
IT Application Support Specialist
Kawit
Summary
"My goal is to leverage my experience in a dynamic environment that fosters growth, new challenges, and opportunities for advancement. I aim to stay ahead in this competitive landscape by continuously expanding my knowledge and skills. I am eager to secure a position where my dedication, strong work ethic, and adaptability will contribute to the success of the organization. With a quick learning ability and a passion for taking on new challenges, I am confident that I can bring value to any company I work for."
Overview
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Application Support Officer
Okada Manila
09.2018 - Current
- Oversee the installation, configuration, and implementation of computer applications.
- Evaluate an organization’s existing software and application setup and identify areas for potential improvement by making application changes.
- Make recommendations as to the selection and customization of applications to best align with user needs and high-level goals related to budget and productivity.
- Provide ongoing assistance for application users, including troubleshooting problems and resolving issues.
- Troubleshoot issues and come up with solutions to prevent common problems
- Troubleshoot issues and come up with solutions to prevent common problem software applications ( Application \ Network \ Server side)
- Dealing with vendors \ developers in terms of application enhancements
- Maintaining systems stability at all times
- Working as a team of SMEs
- Specializing in POS \ Transportation \ SPA - Hotel applications
- Help end users with the operation and functionality of software applications purchased from their company
- Provide expertise and technical knowledge about an application or suite of applications
- Support IT services delivered to users within an organization, enabling the required operational processes needed for the business to be successful
- Enable people to execute their responsibilities within the relevant business processes
- Develop, manage and troubleshoot computer programs
- Identify and analyze IT problems and needs for their company, and develop individual programs that make up software and assemble those programs in a way that meets company needs
- Responding to technical problems that occur abruptly and require immediate solutions
- Providing technical support to teams within the organization, and to external clients when required
- Get to work with different applications such as DigiValet, POS, Transportation application, Opera
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Develop and implement solution design. Provide support to other programmers and developers. Design and develop document application solutions. Troubleshoot to restore application use in the event of a failure. Resolve complex issues in applications development.
- Design and develop document application solutions.
- Troubleshoot to restore application use in the event of a failure.
- Resolve complex issues in applications development.
- Translate customer needs and requirements into application solutions.
- Develop integrated applications for business clients.
- Develop and implement strategies to address complex technical challenges.
- Create environment support for a variety of applications and programs.
- Maintain, manage and update technical system documentation.
Network Specialist
GreatFeat Services Inc.
06.2017 - 04.2018
- Deploy and maintain IT network infrastructure for a variety of organizations
- Collect network performance data, monitor network security, and optimize server capacity to manage the flow of information
- Also perform network upgrades and fix network errors at client locations
- Ensure constant connectivity is being used by the entire office environment
- Network specialists makes sure that employees who rely on a company intranet can communicate with one another
- Setup and support all network equipment including servers, PC's, printers and LAN equipment
- Responsible for setting up computer networks, maintaining them, and offering technical support to users where necessary
- Perform hands-on installation and maintenance tasks on network components such as routers, switches and cables
IT Support Executive / 2nd Level IT Application Support Analyst
Ernst and Young (SGV)
10.2015 - 04.2016
- Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding service level agreements
- Provide Tier 2 level support, immediate diagnosis and workarounds for reported incidents
- Coordinate cases and required actions in monitoring systems, network, and application software
- Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network and new and existing applications
- Provide support, and/or assume lead role when required, for planned technology upgrades
- Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned
- Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/ or usability
- Establish technical relationship and collaboration with other pertinent departments/units – with other IT personnel, partners, suppliers and providers – to identify opportunities for optimizing business and system effectiveness
- Participate proactively to ensure continuity of the support service
- Perform other duties as assigned by the supervisor
EIS Senior IT Helpdesk Specialist
Autodesk Asia Pte Ltd.
08.2014 - 06.2015
- Provide customers or end users with information and support related to companies or institution's products and services
- Troubleshoot problems or provide guidance about products such as computers, software
- Provide technical support relating to Autodesk IT infrastructure
- Provide support to customers through various channels such as toll-free numbers, websites, instant messaging, or email
- Provides a single point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems
- Generally manages requests and incidents through the use of a software such as issue tracking system – Service Now
- Assists with a variety of IT issues requiring 'next level' support
- Escalates unresolved issues appropriately in the department
- Basic knowledge in VPN connection using Nortel VPN/RSA Token
- Basic knowledge on troubleshooting SharePoint
- Knowledge in troubleshooting Lotus notes and outlook exchange
- Basic troubleshooting knowledge in Blackberry – like not receiving emails, basic synchronization issues in calendar and email messages, use of BAS/BES or the Blackberry Administration Server – in terms of creating an activation password for a new Blackberry, creating a new account and etc
- Administered user accounts with the use of MS Active Directory
- Troubleshoot hardware and software issues with desktop computer, laptops, printers and other computer peripherals and coordinate with vendor for necessary repair
- Reviewed laptop/desktop performance and provides analysis of software compatibility
- Liaising with internal users and third party vendors such as Microsoft support regarding system problems and issues
- Coordinated with various IT resources on system integration issues
- Provides a single point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems
- Generally manages requests and incidents through the use of a software such as issue tracking system - Supporting users on their VPN connection issue - via DUO console admin application
- Provides remote connection to users by connecting thru Lync, remote desktop connection or windows remote assistance
- Providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives
- Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents
- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty
- Facilitate a positive and productive team environment / leverage collaboration as a tool to solve business and customer problems
Helpdesk and Desktop Support
CIMB Bank Singapore
03.2012 - 01.2014
- Provides technical support to all CIMB employees with hardware and software problems and issues with one goal in mind – keeping the end-use productive and satisfied
- Troubleshooting Lotus Notes client interface, including the Notes mail template
- Experience deploying and supporting mobile email products - Blackberry, Android, iPad and iPhone
- Provide level 1-2 support for clients Messaging and Collaboration infrastructure and desktop software - Support the following systems that form the Messaging & Collaboration infrastructure - Lotus Notes 8.5 Domino 8.5, Lotus Sametime
- Manual creation and manipulation of Person, Connection, Group, Program, Policy documents in Lotus Domino
- Liaise with KL IT Security counterpart in creation and deletion of LDAP for all email accounts
- Interacts with customers to understand their security needs and assists in implementing procedures to accommodate them
- Manages, creates, reset and configure email accounts in Blackberry Administration Service console
- Install, tests, and maintains PCs, printers, receipt validation printers, scanners, signature pads, and other peripheral hardware
- Ensure all request, issues and inquiry is log on Ticket System Portal
- Manages and Create Windows User ID on Active Directory and provides required shared folder access
- Performs other incidental and related duties as required and assigned - Maintains Bank security IDs, usernames, and passwords
- Assists users in resolving hardware, software, phone, network, or other IT issues via phone or remote access methods
- Assists with a variety of IT issues requiring 'next level' support
- Escalates unresolved issues appropriately in the department
- Ensures all equipment is properly represented in the Inventory Spreed sheet
- Responds to inquiries relating to requests from customers, other bank personnel, etc., within given time frames and within established policy
- Creates and maintains a ‘standard image’ for efficient PC deployment
- Deploy, installs and configure laptops/desktops to new users
Service Desk Analyst (TCCC)
Atos Phil
02.2009 - 09.2011
- Company Overview: formerly known as Siemens IT Solutions Ltd
- Provide a Single Point of Contact for all Coke employees globally
- Analyze, diagnose and troubleshoot IT related issues including, software, network, printers, Blackberry, Lotus Notes etc
- Maintain ownership of each issue and utilizes the necessary resources to ensure incidents or service requests are resolved or escalated to the proper support group
- Basic troubleshooting knowledge in Lotus notes 6.5 and 8 / Sametime
- Basic troubleshooting knowledge in Blackberry – like not receiving emails, basic synchronization issues in calendar and email messages, use of BAS/BES or the Blackberry Administration Server – in terms of creating an activation password for a new Blackberry, creating a new account and etc
- Basic knowledge in SAP – mostly analysis of the SAP problem on where the SAP issue needs to be routed and be processed
- Remote connection via LANDesk connection using terminal server
- Knowledge in basic in networking such as wireless and wired connection (LAN, WAN, internet connection issues, basic router configuration – Linksys router)
- Basic knowledge in VPN connection using Nortel VPN/RSA Token
- Formerly known as Siemens IT Solutions Ltd
Customer Service Associate (Project Based)
Itouchpoint Softech Private Ltd.
10.2008 - 12.2008
- Accept phone calls from US customers
- Provide assistance on booking schedule for photo shoot
Technical Support (Tier 1) XBOX
NCO Group
07.2007 - 04.2008
- Maintain ownership of each issue and utilizes the necessary resources to ensure incidents or service requests are resolved or escalated to the proper support group
- Provide assistance with regard to their XBOX concern mainly on game configuration, monthly bills, defective XBOX for RMA
Product Support Representative (PSR)
Concentrix Inc
10.2006 - 04.2007
- Company Overview: formerly known as Link2Support Inc
- Provide technical support for United States/Canadian customers thru phone, email and chat
- (Consumer-based)
- Provide technical support on their Internet, VPN and other computer related issues
- Maintain ownership of each issue and utilizes the necessary resources to ensure incidents or service requests are resolved or escalated to the proper support group
- Attend laboratory training for new networking devices and do product testing to ensure customer’s needs are met
- Basic knowledge in SAP – mostly analyzation of the SAP problem on where SAP issue needs to be routed and be processed
- Remote connection via LANDesk connection using terminal server
- Knowledge in basic in networking such as wireless and wired connection (LAN,WAN,internet connection issues, basic router configuration – Linksys router)
- Formerly known as Link2Support Inc
Education
B.S - Computer Science
Pamantasan ng Lungsod ng Pasig
01.2002 - 01.2006
Skills
User Access Control Management
Microsoft SharePoint 2013 site collection and site administration
Microsoft Outlook Configuration
Microsoft Lync 2013 configuration
ServiceNow ITSM Expertise
Experienced in Document Creation with Word
Excel Proficiency
PowerPoint Proficiency
Experienced with Microsoft Windows 7
Proficient in Microsoft Windows 81
Mac OS X 10x
Hardware Configuration Expertise
System Troubleshooting Expertise
Hardware and Software Troubleshooting
VPN Configuration
Skilled in Lotus Notes 65 Functionality
Lotus Notes Proficiency
Proficient in Sametime
Personal Information
- Place of Birth: San Mateo, Rizal
- Date of Birth: 04/18/84
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
- Religion: Born Again Christian
Accomplishments
Trainings attended for self development and enhancement:
ITIL v4 Foundation Certified
Candidate Number: 9980033219221674
October 2023
Kepner Tregoe Decision Making
October 2024
Problem Solving - Deciosion Making
Held by Okada HR Training Group
November 2024
Additional Information
Involvement in Decision Making when it comes to complex related Application issue
Certification
ITIL V4 Foundation
Timeline
IT Application Support Officer
Okada Manila
09.2018 - Current
Network Specialist
GreatFeat Services Inc.
06.2017 - 04.2018
IT Support Executive / 2nd Level IT Application Support Analyst
Ernst and Young (SGV)
10.2015 - 04.2016
EIS Senior IT Helpdesk Specialist
Autodesk Asia Pte Ltd.
08.2014 - 06.2015
Helpdesk and Desktop Support
CIMB Bank Singapore
03.2012 - 01.2014
Service Desk Analyst (TCCC)
Atos Phil
02.2009 - 09.2011
Customer Service Associate (Project Based)
Itouchpoint Softech Private Ltd.
10.2008 - 12.2008
Technical Support (Tier 1) XBOX
NCO Group
07.2007 - 04.2008
Product Support Representative (PSR)
Concentrix Inc
10.2006 - 04.2007
B.S - Computer Science
Pamantasan ng Lungsod ng Pasig
01.2002 - 01.2006