Exikiel Linatoc
Caloocan City
Summary
Experienced IT specialist with expertise in service desk operations and virtual desktop environments. ISC² CC and Azure certified, focused on cloud and cybersecurity growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Virtual Desktop Engineer Level 2
DXC Technology, IPC Building, BGC
07.2022 - 04.2025
Key Functions:
- Citrix/VDI Support: Provide day-to-day support for Citrix and VDI services, ensuring smooth operation and quick issue resolution.
- Incident Management: Troubleshoot and resolve Citrix/VDI-related incidents, minimizing downtime and maintaining service availability.
- Vendor & Team Collaboration: Work with third-party vendors and internal teams to resolve issues and meet SLAs.
- Documentation: Maintain up-to-date documentation for server support and troubleshooting.
- Maintenance: Perform regular Citrix/VDI system maintenance, updates, and upgrades to ensure stability.
- Change Management: Follow change control processes to implement necessary updates and ensure environment stability.
Global Service Desk
DXC Technology, Cyberpod Two, Eton Centris
04.2019 - 07.2022
Key Functions:
- Complex Issue Resolution: Independently resolve more complex customer issues following standard protocols.
- Major Incident Management: Handle major incident cases, providing timely updates to Major Incident Management and Regional Account Managers.
- Team Collaboration: Work with the team to enhance infrastructure efficiency and resolve technical challenges.
- VIP Support: Assist VIP end-users with their IT-related issues, ensuring high-priority cases are handled with care.
- Escalation Handling: Manage complaint and escalation cases, ensuring they are properly addressed and resolved.
- Daily Communication: Participate in daily conference calls with the Major Incident Management team to track and resolve issues.
IT Service Desk Analyst
WIPRO BPO Philippines LTD, Cyberpod One
05.2015 - 04.2019
Key Functions:
- Support Services: Handle call logging, password resets, VPN access, remote access, and Active Directory requests.
- Documentation: Record end-user issues and requests in the IT Service Desk management application.
- System Changes & Upgrades: Assist with desktop system and voice-related moves, adds, changes, and upgrades.
- Issue Ownership: Retain ownership of all assigned issues/requests until they are resolved and closed with end-user confirmation.
Education
Bachelor of Science - Computer Engineering
University of The East
Caloocan04.2008
Skills
- Virtualization & VDI Support: Expertise in Citrix Virtual Desktop Infrastructure (VDI), Hyper-V, and VirtualBox
- Cloud Computing: Proficiency in AWS and Microsoft Azure, with a certification in Azure Fundamentals (AZ-900)
- Operating Systems: Skillful knowledge of Windows
- Networking: Solid understanding of network configurations, protocols, and troubleshooting
- Security Expertise: Knowledge in Vulnerability Management (Nessus, Qualys)
- Information Security Management: Familiarity with ISMS principles and implementation
- Incident & Problem Management: Experience in root cause analysis, resolution of complex incidents, and managing major IT issues
- Change Management: Familiarity with ITIL frameworks and adherence to structured change control processes
- Documentation: Ability to create and maintain detailed technical and procedural documentation
- Vendor & Stakeholder Collaboration: Proven experience working with third-party vendors and internal stakeholders to meet SLAs
- VIP & Escalation Management: Strong capabilities in handling high-priority users and escalations efficiently
- Cybersecurity: ISC² Certified in Cybersecurity (CC)
- Team Leadership & Mentorship: Supporting team collaboration and mentoring team members
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Certified in Cybersecurity: ISC2 CC
Timeline
Virtual Desktop Engineer Level 2
DXC Technology, IPC Building, BGC
07.2022 - 04.2025
Global Service Desk
DXC Technology, Cyberpod Two, Eton Centris
04.2019 - 07.2022
IT Service Desk Analyst
WIPRO BPO Philippines LTD, Cyberpod One
05.2015 - 04.2019
Bachelor of Science - Computer Engineering
University of The East
References
I hereby certify that the information provided in this document is true and correct to the best of my knowledge and belief. References available upon request.