Julius Ceasar Q. Palma
City Of San Jose Del Monte Bulacan
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Senior IT Desktop Support Engineer - Backup Support/Managed Services Group
Phil-Data Business Systems Inc.
06.2016 - Current
- Provide onsite support assistance to outside clients, such as Cebu Pacific Air, Robinsons Bank, Robinsons Land Corporation, Universal Robina Corp, Atos, Access Health Care, Energy Development Corp - IBS, and First Gen Corporation - IBS )
- Provides User access management using ADUC.
- Coordinates to vendors/partners for warranty claims.
- Provided technical assistance to users in person, via phone or email.
- Participated in IT projects related to desktop support services.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Asset management, asset deployment, tagging and keeping records of all company IT asset equipment.
- Participate in the client's AMPM (Asset Management and Preventive Maintenance) activity.
- Evaluated software or hardware to recommend improvements or upgrades.
IT Asset Specialist
Cebu Pacific Air Inc.
- Document and monitor of software licenses and hardware assets using CMDB via Cherwell Management tool
- Responsible for issuance, document filling, receiving and releasing of all CEB hardware assets
- Facilitate on any calls and email related to CEB Assets
- Assist on new deliveries and disposal activity
- Assist on conducting asset tagging of all CEB Hardware assets
- Execute on any asset movement and asset deployment machines for training
IT Desktop Support
Cebu Pacific Air Inc.
- Provide diagnosis, investigation and resolution for hardware/software problem
- Manage service request, software installation, new computer/laptop setup, upgrades and etc
- Working with remote tool such as RDP, TeamViewer, VNC, Bomgar and etc
- Educate end users on basic software and hardware operation
- Performs general preventive maintenance task on PC, Laptop and other CEB IT Hardware equipment
- Ensures that all customer service request are accurately complete within the work request date and time
- Assist on onsite visit such as ticketing stores and other CEB Stations
IT Service Desk Specialist
Cebu Pacific Air Inc.
- Ensure all technical request/incident were all logs in ticketing tool
- Provides helpdesk support over the phone, via email, remote and etc
- Monitors and responds effectively to request received through email, and ticketing tool
- Provide password resets using AD Manager and sending thru message cast
- Provide hardware, software and configurations updates if required or necessary
- Process request for VPN and mailbox access which includes securing and documenting approvals
- Follow up with end user to ensure issue has been resolved
- Ability to utilizes and assist user with tools such as RDP, VPN, other remote desktop tool
- Experienced using ticketing tool such as Cherwell, Landesk, Service Now
Onsite Support Engineer
Bangko Sentral ng Pilipinas
- Install, configure and deploy desktops, laptops, printer and various software applications based on client or user specification and requirement
- Diagnose and resolve technical hardware and software issues involving internet connectivity & email client
- Perform special task such as standby assistance to handle any urgent technical issues
- Create, monitor and update tickets thru service desk ticketing system
- Asset management and preventive maintenance in Regional and Main branch
Phone Support
Bangko Sentral ng Pilipinas
- Provide first-level technical support to client issues received through phone call
- Coordinate with clients to recommend ticket closure if applicable
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Research required information using available resources
IT Service Desk-Bayantel
Unison Computer System Inc.
02.2014 - 06.2016
- Setup computers and install software for various application and programs
- Provide support including procedural documentation and relevant reports
- Assist all requests in terms of desktop and network issues
- Monitors and tracks all E-requests tickets and communicates the status of problem resolution with the end user
IT Backup Support
Unison Computer System Inc.
- Taking backups of files on desktops in multiple locations (Particularly in Citibank)
- Running backup tool on remote computers
- Investigating, diagnosing and solving failed backup issues
- Assist and coordinate to the Team leads in organizing backup details and information
- Maintaining records of backup jobs
IT Specialist
Geodata Solutions Inc.
Pasig City
05.2013 - 01.2014
- Provide onsite support and assist end-users in resolving the problem by guiding end-users on possible solutions
- Basic knowledge in Remote Desktop Support (RDP)
- Maintain computer peripheral devices like printers and resolve associated problems
- Interact with staff on desktop problems and their resolution
- Setup computers and install software for various applications and programs
- Adhere to policies as per corporate manuals and directives
Education
Bachelor of Science - Information Technology
Bulacan State University
City Of San Jose Del Monte, Bulacan04-2012
Skills
- End user support
- Application installations
- Asset management
- Hardware diagnostics
- Hardware and software upgrades
- Mobile device management
- Local area networking
- Troubleshooting and Diagnostics
- Video conference support
- Performance enhancement
- Printer and peripheral support
- Remote desktop support
Training
- HP & Dell Desktop and Laptop Hardware Diagnostic, Phil-data Business Systems Inc
- ITIL v3 Foundation Training, Phil-data Business Systems Inc
- PC Troubleshooting, 02/02/10, Bulacan State University
- Robotics and Embedded System, 01/27/12, Bulacan State University
- PSITE- Information Security, Virtualization, Lean Management & Software Piracy, 01/28/12, Bulacan State University
References
- Dennis Marcelino, I.T Manager, BPI Direct Banko, 0917-621-2636
- Nina Karina Dela Vega, Tower Lead, InfoPro Business Solutions, Inc., 0917-814-6271
- Edjayne Visico, Service Delivery Manager, Phil-data Business Systems Inc, 0917-573-2020
Timeline
Senior IT Desktop Support Engineer - Backup Support/Managed Services Group
Phil-Data Business Systems Inc.
06.2016 - Current
IT Service Desk-Bayantel
Unison Computer System Inc.
02.2014 - 06.2016
IT Specialist
Geodata Solutions Inc.
05.2013 - 01.2014
IT Asset Specialist
Cebu Pacific Air Inc.
IT Desktop Support
Cebu Pacific Air Inc.
IT Service Desk Specialist
Cebu Pacific Air Inc.
Onsite Support Engineer
Bangko Sentral ng Pilipinas
Phone Support
Bangko Sentral ng Pilipinas
IT Backup Support
Unison Computer System Inc.
Bachelor of Science - Information Technology
Bulacan State University
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