Ilie C. Padecio

• Knowledge of Service – Now (ticketing system)
• Configuration/Setup/Installation of the following

machines CPU (System Units), Switches and I-Machine \

(Kiosk PC/touchscreen) brands/model of CPU & Laptop –

Dell, Lenovo and HP, Switches (Huawei). For

deployment to production area.

• After the configuration process we do our Checklist for

documentation of every machines and do Quality

Assurance checking/testing before deployment to end-

users.

• We double checked if all required Apps are installed and

system requirements are completed for end-users.

• We do Upgrade of O.S. -imaging (used of Microsoft

Development Tool/SCCM), update of Microsoft Patch,

PC Factory reset and Secure Bios configuration before

deployment at the production area.

• Provide assistance and support to backend and production end users such installing/update of software, Avaya hard phones and network printers.
• Deploy, Unpack, set up laptop/desktops, and reimage using SCCM deployment systems for production accounts and corporate end-users.
• Assist network team with setup and troubled network switches, no network, no internet connection, and no wi-fi connectivity.
• Deploy and set up Laptop/Desktop PC and Avaya hard phones.
• Use Microsoft System Center Configuration Manager (SCCM) for software deployment & OS imaging.
• Use of a Ticketing system (Service-Now) to report issue of laptops, desktop PC, monitors, docking stations for laptops, keyboard, and mouse repairs/replacement.
• Chat/Remote support assistance for Work-at-Home deployed agents/employees.
• Update inventory of PC, Desktop/Laptop hardware, specifications from time to time in the production area if there is any change like port mapping/movement/replacement of desktops and laptop pc machines.
• Process and archiving of liability/accountability forms for documenting IT asset equipment for issuance and deployment to employees or end-users.

• Chat/Remote support assistance for Work-at-Home agents/employees. Provide desktop/laptop support including but not limited to troubleshooting and resolving desktop problems (internet, headset, password reset/unlock), VPN issues-reinstallation, troubleshooting, configurations, file sharing, Intranet and Internet accessibility, and desktop applications via share screen and teams.
• Use of Microsoft System Center Configuration Manager (SCCM) for software deployments. (installation of clients and apps)
• Install/Deploy/Setup/Troubleshoot PC desktops/laptops and Avaya hard phones.
• Install/Upgrade desktop hardware and software for the PC and printer environment including but not limited to operating systems, drivers, memory, hard drive, and other peripherals.
• Increased support quality with thorough troubleshooting and problem-solving techniques.
• Monitored employee and customer interactions to assess quality of service.

• Configured hardware, devices, and software to set up work stations for employees.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Performed tests of functionality, security, and performance of different workstations and devices.
• Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.