Jordan B. Santos
IT Service Management
cabanatuan,nueva ecija
Summary
Detail-oriented IT professional with years of experience in troubleshooting and configuration management. Expertise in advanced technology. Eager to leverage skills in IT Development and Support role. Known for being hardworking, organized, self-motivated, dedicated, and determined with a positive attitude. Successful in IT Service Management, handling administrative, operational, and personnel management needs with a focus on customer service, recordkeeping, compliance understanding, and adaptability. Advanced skills in Technology.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
2
2
Languages
Work History
IT Service Management
First Gen Hydro Power Corporation
Pantabangan
10.2022 - Current
- Managing IT Infrastructure and End User Support
- Strict Implementing company guidelines and policy’s.
- Monitoring SLA of Vendor Support if it meets company requirements
- Collaboration with top management on how to improve and be updated related to prevention disaster
- Weekly reporting to internal on movement with IT Projects and Enhancement with the site and also on Head Office
- Updating IT Policies and Procedure for compliance with ISO Standard
- Inventory updating and watch list of due to replacement of IT Equipment to ensure the minimal downtime.
- Weekly checking of ticketing system of recurring issue related to EUS and Infra to ensure that the third party support is compliance with SLA.
- Contributing to enhancement of IT Operations to create counter measurement on arising issue with the users and lastly to avoid any intrusion with hackers related to cyber security
- Quarterly reporting to head office if all of our manage services is still meet our standards.
- Coordination with the purchasing on IT Requirements related to project execution for accurate expense
- Monitoring local server if there are signs of hardware replacement or updating software coming from the partner vendors
- Checking availability support with the partner vendors on all IT Equipment if parts are still available in the market incase of failure to avoid long downtime in the site
- Provide timely updates with the site and head office if there are any changes has to be made to minimize the effect on operations
- Provides support for production migration and verification. Coordinates with production resources to ensure all project components are migrated accordingly
- Tracks project milestones and progress as well as issues and ensures timely delivery of project deliverables and issue resolutions
- Serves as Subject Matter Expert for supported products and services
- Prepares necessary platform related Business Continuity Plans and Disaster Recovery Strategies.
- Manages vendor resources during planning, implementation and post processing in production of new services, products and platforms.
- Oversees project cutover activities and is in charge of creating and/or reviewing necessary MOPs or work plans for said activities
- Directly coordinates with business, project management and rollout teams to administer service and project rollouts for new platforms, products and services.
- Generates activity related Root Cause Analysis documents to be used for post-mortem huddles.
- Creates network connectivity diagrams and routing tables (low level designs)
- Administers extraction and analysis of KQIs and KPIs for monitoring, reporting and accurate capacity planning contributing to future proofing of platforms and services.
- Facilitates system designs, project planning and project initiation in coordination with solution designers and architects.
- Involved in cost and budget planning and negotiations to maximize company resources for new system builds.
- Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.
- Established IT service management best practices to improve overall service delivery and customer satisfaction levels.
- Enhanced system efficiency by implementing process improvements and automation for IT service management tasks.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
- Continuously evaluated emerging trends in IT service management, staying abreast of industry advancements to maintain a competitive edge in delivering superior services.
- Consistently met or exceeded performance goals set by management in regard to speed of service metrics while maintaining an unwavering focus on quality control measures in food preparation tasks performed as needed during busy periods or staff shortages.
- Demonstrated effective time management skills by prioritizing tasks during busy meal services.
- Assisted management with inventory control, ordering supplies as needed to maintain adequate stock levels for all services offered.
- Streamlined operations with the implementation of IT service management best practices.
- Spearheaded the adoption of best practices in IT service management through regular reviews and audits of existing processes, ensuring compliance with industry standards such as ITIL or COBIT frameworks.
- Ensured compliance with industry standards by conducting regular audits and assessments of IT service management processes.
- Implemented IT service management tools, enabling more effective tracking of incidents, requests, and changes.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Assisted with employee training initiatives, sharing knowledge on best practices for inventory management and customer service techniques.
- Provided expert guidance on complex issues related to contracts negotiation, vendor relations management, ensuring competitive pricing while maintaining service quality standards.
- Proactively identified potential issues related to customer service or inventory management that could impact overall performance within the department.
- Maintained accurate records of all maintenance activities, equipment purchases, and service contracts for streamlined facility management.
- Assisted management in implementing new procedures for efficient order-taking and fulfillment processes, improving overall service quality.
- Contributed to continuous quality improvement initiatives by identifying areas for potential enhancement within case management services and implementing action plans accordingly.
- Evaluated suppliers based on quality, cost, delivery times, and customer service, resulting in optimized supply chain management practices.
- Addressed customer concerns promptly, demonstrating commitment to exceptional service delivery in all aspects of environmental services management.
IT Administrator EUC
TRT Shared Services OPC
01.2022 - 09.2022
- Office 365 Administrator
- Oracle Netsuite Administrator
- Active Directory Administrator
- Updating and Maintaining all company asset like laptop and all related to computer
- Doing Field Engineer Task Related to Server Hardware.
- Provide end-user support such as but not limited to: Computer support, Deployment, Reformat/Refresh, Remote assistance support.
- Providing Technical Support Globally Across the company
- Hardware support of the IT Equipment (Access Point, CCTV, Printer, IP Phones, etc.)
- Standard Application support (Microsoft services, Netsuite, Other critical applications)
- Setting up credentials for application used within company. (Onboarding and Offboarding)
- Identify and escalate situations requiring urgent attention
- Troubleshooting all kinds of applications, Systems and Services
- Develop creative solutions to unexpected problems, Working with different teams throughout the company
- Document and updates procedures and guides
- Serves as a point of contact to external vendors
- Responding in a timely manner to service issues and requests
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Design, configure, and test computer hardware, networking software and operating system software.
- Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
- Analyze equipment performance records to determine the need for repair or replacement.
- Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
- Maintain an inventory of parts for emergency repairs.
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
- Train people in computer system use.
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
- Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Reduced company downtime by proactively managing server backups and disaster recovery planning.
- Safeguarded sensitive information with robust data encryption techniques and secure password management practices.
- Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
- Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
- Monitored server performance using advanced diagnostic tools leading to proactive identification of potential bottlenecks before impacting operations negatively.
- Established strict access controls based on role-based policies, enhancing organizational compliance standards.
- Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
- Improved overall network efficiency by implementing system upgrades, optimizing server settings, and troubleshooting issues.
- Achieved faster network connectivity by installing high-performance routers, switches, and access points.
- Reviewed deficiencies based on internal audits and suggested remedies.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Implemented desktop imaging strategies that expedited new employee onboarding process thereby minimizing downtime.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Promoted a collaborative work environment by facilitating knowledge sharing sessions among the IT team members for continuous improvement initiatives.
- Identified and resolved network congestion issues and bottlenecks.
- Implemented and maintained virtual private networks.
- Maximized system availability through development and testing of contingency plans.
- Led server infrastructure development, quality assurance, staging and production systems.
- Developed and documented network policies, procedures and standards.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Researched and recommended new technologies and strategies for improving system performance.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Analyzed network traffic and performance metrics to optimize system performance.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Performed network security design and integration duties.
- Diagnosed and resolved hardware and software issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Streamlined network operations, deploying robust firewall configurations to enhance system security.
- Optimized IT asset utilization, implementing effective inventory management system.
- Enhanced decision-making, providing management with detailed IT system performance reports.
- Streamlined incident response times, establishing efficient ticketing system for IT support queries.
- Reduced risk of data breaches, enforcing strict access controls and user authentication protocols.
IT Technical Support
NE PACIFIC SHOPPING CENTER CORPORATION
08.2020 - 11.2021
- Network Security
- Network Planning
- Network Install and Maintenance
- CCTV Planning
- CCTV Install and Maintenance
- Server Install and Maintenance
- SAP Install and Configuration
- Database Configuration and Install
- VPN Implementation (PLDT ISP)
- Firewall Install and Configuration (Fortinet)
- Computer Assembling
- Sophos Antivirus Install and Configuration
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
- Load computer tapes and disks, and install software and printer paper or forms.
- Design, configure, and test computer hardware, networking software and operating system software.
- Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
- Confer with network users about how to solve existing system problems.
- Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
- Analyze equipment performance records to determine the need for repair or replacement.
- Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
- Maintain an inventory of parts for emergency repairs.
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
- Train people in computer system use.
- Coordinate with vendors and with company personnel to facilitate purchases.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
IT Support
RCS Eastern Intertrade Corporation
05.2019 - 05.2020
- Network Security
- Network Planning
- Network Install and Maintenance
- CCTV Planning
- CCTV Install and Maintenance
- Server Install and Maintenance
- SAP Install and Configuration
- Database Configuration and Install
- VPN Implementation (Cisco)
- Firewall Install and Configuration (Fortinet)
- Computer Assembling
- IT Field Support
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Load computer tapes and disks, and install software and printer paper or forms.
- Design, configure, and test computer hardware, networking software and operating system software.
- Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
- Maintain logs related to network functions, as well as maintenance and repair records.
- Perform routine network startup and shutdown procedures, and maintain control records.
- Coordinate with vendors and with company personnel to facilitate purchases.
- Train people in computer system use.
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
- Maintain an inventory of parts for emergency repairs.
- Analyze equipment performance records to determine the need for repair or replacement.
- Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
- Confer with network users about how to solve existing system problems.
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
- Coordinated efforts between IT support professionals and end-users to resolve technical issues quickly.
- Reduced operating expenses through effective negotiation of vendor contracts for office services such as IT support or cleaning services.
- Developed comprehensive IT support documentation to facilitate faster issue resolution.
- Streamlined IT support processes for increased efficiency by developing standard operating procedures for troubleshooting and maintenance tasks.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Worked closely with internal teams such as sales, marketing, finance, IT support departments to coordinate efforts and maximize event success.
- Addressed technical issues that arose during computer-based exams, collaborating with IT support staff when necessary to resolve problems efficiently.
- Reduced downtime for users by providing timely on-site IT support and troubleshooting services.
IT (OJT)
Presidential Security Group
09.2017 - 01.2018
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Plan, coordinate, and implement network security measures to protect data, software, and hardware.
- Configure, monitor, and maintain email applications or virus protection software.
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
- Load computer tapes and disks, and install software and printer paper or forms.
- Design, configure, and test computer hardware, networking software and operating system software.
- Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
- Confer with network users about how to solve existing system problems.
- Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
- Analyze equipment performance records to determine the need for repair or replacement.
- Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
- Maintain an inventory of parts for emergency repairs.
- Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
- Train people in computer system use.
- Coordinate with vendors and with company personnel to facilitate purchases.
- Perform routine network startup and shutdown procedures, and maintain control records.
- Maintain logs related to network functions, as well as maintenance and repair records.
- Recommend purchase of equipment to control dust, temperature, and humidity in area of system installation.
- Evaluate factors such as reporting formats required, cost constraints, and need for security restrictions to determine hardware configuration.
- Assemble and modify existing pieces of equipment to meet special needs.
- Specify power supply requirements and configuration, drawing on system performance expectations and design specifications.
- Monitor use of data files and regulate access to safeguard information in computer files.
- Monitor current reports of computer viruses to determine when to update virus protection systems.
- Modify computer security files to incorporate new software, correct errors, or change individual access status.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Education
Mabini Homesite Elementary School
Cabanatuan City, Nueva Ecija 01.2004 - 01.2010
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Wesleyan University Philippines
Cabanatuan City, Nueva Ecija 01.2010 - 01.2014
BSIT - Network Analysis and Design
Nueva Ecija University of Science And Technology
Cabanatuan City, Nueva Ecija 01.2014 - 01.2018
Skills
- Proficient in Microsoft Office
- Java development
- Document editing expertise
- Engaging presentation delivery
- Database application development
- Database administration professional
- Database management
- Information security protocols
- Hardware troubleshooting expertise
- Technical support for hardware and software
- PC assembly expertise
- Network design
- Network performance optimization
IT service management (ITSM) oversight
IT service management
Enterprise mobility management
Risk management aptitude
Site collection management
Quality services
Quality management processes
IT service delivery
Security system management
IT management
IT risk management
Network connectivity management
IT service management principles
Personal Information
- Age: 25
- Height: 5’5 1/2"
- Weight: 80kg
- Date of Birth: 07/01/98
- Gender: Male
- Marital Status: Single
- Religion: Born Again
Timeline
IT Service Management
First Gen Hydro Power Corporation
10.2022 - Current
IT Administrator EUC
TRT Shared Services OPC
01.2022 - 09.2022
IT Technical Support
NE PACIFIC SHOPPING CENTER CORPORATION
08.2020 - 11.2021
IT Support
RCS Eastern Intertrade Corporation
05.2019 - 05.2020
IT (OJT)
Presidential Security Group
09.2017 - 01.2018
BSIT - Network Analysis and Design
Nueva Ecija University of Science And Technology
01.2014 - 01.2018
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Wesleyan University Philippines
01.2010 - 01.2014
Mabini Homesite Elementary School
01.2004 - 01.2010
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