Experienced with technical diagnostics, system repairs, and maintenance. Utilizes problem-solving skills to ensure equipment reliability and reduce operational disruptions. Knowledge of industry standards and best practices ensures high-quality service delivery.
Engineering professional well-versed in providing technical support and maintenance services. Known for effectively resolving issues to improve system reliability and performance. Emphasizes teamwork and adaptability to meet evolving project requirements. Skilled in diagnostics, preventive maintenance, and customer service, with commitment to delivering high-quality results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Managed Service Engineer (Infrastructure)
Ethan Global
05.2025 - Current
Operational Support
Monitor, manage, and support client IT infrastructure, including servers, cloud resources, networking, storage, and backups.
Perform incident and problem management, ensuring timely resolution and root cause analysis.
Respond to alerts, escalations, and ServiceNow tickets according to SLA priorities.
Change & Maintenance
Plan and execute patching, upgrades, and configuration changes following change management processes (CAB approvals, pre/post checks, risk assessment).
Provide feedback to Sales, Coaching and Management Teams, as required
Supporting and assisting Project tickets of the team
Systems Engineer
KMC MAG Solutions
04.2021 - 07.2023
Providing remote and phone support to clients in the US (West Cost)
Proactively keep customers informed in relation to the issues and/or requests made and ensure accuracy and quality of all queries contributes to meeting customer expectations, and timeframes.
Supporting servers, applications, computers
Supporting VM, Citrix-based cloud and Azure infrastructure
Performing variety 1-3 support across many technologies
Working with highly experienced solutions experts to maintain best practice environments
Document and log all actions using ticket system (ConnectWise Manage)
Monitoring/handling all support tickets using Manage Engine ServiceDesk Plus/Jira Service Desk
Providing support for Cloud & Citrix based environment.
Providing assistance and IT support relating to issues with servers, systems and network infrastructure
User Account Management via Citrix - Cloud Portal Services Manager (creation, deletion, update, disable, provision)
Managing Active Directory (users, contacts, computers, organizational unit, distribution groups/list, shared folders, network printers, group policies)
Network monitoring of node/server using Solarwinds Orion (private network links, CPU load, memory, disk space utilization)
Troubleshooting virtual machines issues (application, desktop, print servers) via vSphere Client/VM Ware/ Hyper V
Whitelisting/blacklisting domains and e-mail addresses sorting email issue using SpamTitan.
Administer Microsoft Exchange
Windows Powershell scripting
Remote Desktop Management
Provisioning Skype For Business(Lync) for users
Updating user profile with 'Exclaimer Outlook Photos'
Troubleshooting application errors within the virtual desktop environment (Microsoft applications, hosted or published applications, etc.)
IT ServiceDesk Support
American School of Doha
05.2014 - 07.2016
Answer, log inputs and allocate service requests, directing the appropriate personnel to undertake specified tasks.
Provide IT assistance to all staffs with software, hardware or networking concerns
Asses conflicting tasks, and priorities effectively within set guidelines and protocols.
User account management via Active Directory
Remoting user machine via Teamviewer / logmein
Install and maintain desktops, A/V equipment, printers, network devices and configuring/troubleshoot IP Phones
Monitor and update all service desk tickets
Responsible for tracking and cataloguing inventory for all computer equipment.
Report system and equipment failure to the members of staff
Configuring workstations in terms of software/hardware requirements.
All general administrative duties.
Follow up with clients/users to ensure issue has been resolved.
IT Support
iOPEX Technologies Inc. Phils.
01.2013 - 03.2014
Handle IT Servicedesk Ticketing System.
Troubleshoot IT related issues decisively to ensure iOPEX customer deliverables are adhered as per Service Level Agreement.
Install, support and maintain IT infrastructure, as well as management of IT support service
Adding/Editing/De-activation of Domain log-ins in Active Directory environment
Creation of Employee’s company E-mail using Zimbra email server.
Analyze technical needs, requirements and state of the network’s infrastructure, integration, and operations
Troubleshooting system and network problems and diagnosing and solving hardware/software faults
Manage Network Devices such as Cisco, Sonicwall.
Install and troubleshoot IP phones.
Follows all Process Compliance associated with IT operations for Manila Center.
Assist IT Manager in IT Infrastructure Capacity Planning for Local iOPEX Sites
Install and troubleshoot Lotus Notes
Administers both biometrics and proximity software for office security infrastructure.
Responsible of making new ID cards for new hired employee.
Monitors network infrastructure/server on a daily basis.
IT documentation such as hardware/software inventory/DID’s/Biometrics/Proximity cards
Supporting the roll-out of new applications.
Training of applications to End User if required.
Network Support Associate
iPlus Intelligent Network Inc.
08.2012 - 01.2013
Provide client support and technical issue resolution via e-mail, phone and other electronic medium
Configuration of client's equipment to connect to the internet via modem/ router
Identify and correct or advice on operational issues in client's computer system
Attend to all customer concerns regarding product and services
Resolve possible customer problems on product and services that require basic hardware and especially network troubleshooting.
IT Trainee/Admin Assistant
Magsaysay MOL Marine Inc.
12.2011 - 03.2012
Attend all workstation technical issues (troubleshooting, back-up, reformatting and cloning).
Assist all employees with Software, hardware or networking concerns.
Configure IP cameras, Printers and IP phones.
Install/Maintain operating systems, anti-virus programs and email and Microsoft AD.
Answer calls from clients and inquiries.
Responsible for making company IDs of new hires employees.
Education
Bachelor of Science - Information Technology
University of the East
05.2012
Skills
Windows system administration
VMware
Azure
Hybrid infrastructure
Backup platforms
Avamar
PPDM
Veeam
Monitoring tools
Citrix
Tickets Systems
Microsoft Platforms
Office 365
Automation tools
Networking fundamentals
Firewalls
Security best practices
Troubleshooting
Problem-solving
Written communication
Verbal communication
Client-facing communication
ITIL processes
Incident management
Change management
Service request management
Managed service environments
On-call rotation
Certification
Microsoft Certified: Security, Compliance, and Identity Fundamentals, 2025-02-21
Timeline
Managed Service Engineer (Infrastructure)
Ethan Global
05.2025 - Current
Systems/NOC Engineer
Connect OS
08.2023 - 03.2025
Systems Engineer
KMC MAG Solutions
04.2021 - 07.2023
Level 2 : Service Desk Engineer
First Focus Information Technology, Inc
03.2019 - 03.2021
Cloud Support Engineer
TPG Orchid Cybertech Services, Inc.
11.2016 - 03.2019
IT ServiceDesk Support
American School of Doha
05.2014 - 07.2016
IT Support
iOPEX Technologies Inc. Phils.
01.2013 - 03.2014
Network Support Associate
iPlus Intelligent Network Inc.
08.2012 - 01.2013
IT Trainee/Admin Assistant
Magsaysay MOL Marine Inc.
12.2011 - 03.2012
Bachelor of Science - Information Technology
University of the East
References
Anthony Pretorius, IT Engineering Team Lead, anthony.pretorius@kinetics.co.nz, 09989562723
Tina Moulynox, Engineering Services Manager, tina.moulynox@kinetics.co.nz