Homer Pialda
Quezon,Region
Summary
Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Reliable Technical Support Engineer with robust problem-solving skills and deep understanding of network systems and software troubleshooting. Strong ability to diagnose and resolve technical issues, ensuring minimal downtime and optimal performance. Demonstrates clear communication with clients and team members, enhancing user experience and operational efficiency. Adept at implementing and maintaining IT infrastructure, contributing to seamless technology integration and support. Experienced in troubleshooting and resolving technical issues across various platforms. Excels at delivering top-notch customer support and ensuring smooth IT operations. Strong communicator with knack for simplifying complex problems and providing clear solutions. Knowledgeable IT team member with background setting up, maintaining and repairing user stations. Works well independently on diverse support projects and kept impeccable records. Expert troubleshooter and critical thinker with great problem-solving abilities.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
Philippine Central depository
Quezon, Metro Manila
06.1996 - 03.2005
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
- Resolved service user requests within target timeframes.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Used support tickets to track and speed up incidents.
- Used remote access to navigate and link to customer computers.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Conducted tactical troubleshooting to identify faults.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Analysed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Installed new hardware and software to meet system specifications and user needs.
- Updated software for new functionality and improved security.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Configured networks to meet performance requirements.
- Followed user guides and technical manuals to complete skilled repairs.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Identified system performance issues, providing swift remedial action.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Monitored computer system performance and intervened in identified problems.
- Participate in in-person meetings with customers to assess and diagnose hardware problems.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Educated service users on new software updates and system capabilities.
- Conducted regular system maintenance and updates to prevent potential issues and ensure optimal performance of IT infrastructure.
- Managed daily server backups on computers to avoid data loss from computer malfunctions.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Offered recommendations for system improvements and upgrades to support evolving business requirements and technology advancements.
- Implemented backup and recovery procedures to safeguard critical data against loss or corruption, ensuring business continuity.
- Monitored network security, identified vulnerabilities, and implemented measures to protect against cyber threats and ensure data integrity.
- Facilitated the migration of data and systems during upgrades, minimising loss of information and downtime.
- Set up new workstations for users with proper cables, equipment and software.
- Negotiated with vendors and suppliers to secure high-quality technology solutions at cost-effective prices, optimising budget allocation.
- Assessed user feedback to identify areas for improvement in IT services, contributing to continuous service enhancement.
- Upgraded hardware promptly to minimise service disruptions.
- Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Monitored RTP streaming on live calls to improve user experience.
- Designed and perfected data recovery strategies to manage unexpected data loss or theft.
Education
Bachelor of Science - Electronics And Communication Engineering
Lyceum of thePhilippines
Manila1988
Skills
- Technical troubleshooting
- Network configuration
- System diagnostics
- Remote support
Hobbies and interests
- Wildlife Photography
- Wild Birds
Timeline
Technical Support Engineer
Philippine Central depository
06.1996 - 03.2005
Bachelor of Science - Electronics And Communication Engineering
Lyceum of thePhilippines