Mario Jr. Bermudez
Pasay City,Metro Manila
Summary
Providing Smart hands support Under HCL tech clients in Metro Manila handling multiple projects such as Mondelēz International, Hitachi energy, Thomson Reuters and Organon Philippines currently simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Field Engineer
Excis Compliance
11.2023 - Current
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
- Managed multiple projects simultaneously, demonstrating strong organizational skills and adaptability under pressure.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed inventory control procedures for all IT assets, ensuring proper tracking and accountability.
- Increased customer satisfaction, promptly addressing helpdesk tickets while maintaining a high level of professionalism.
- Maintained up-to-date knowledge on industry trends and emerging technologies through continuous professional development efforts.
Desktop Support Engineer
WNS Global Services
08.2022 - 09.2023
- Configuration of PCs, laptops, and deployment, installation, pull-out.
- Offers support within established SLAs and handles assigned tickets.
- Updates on assigned service request's or incident's status on regular basis.
- Troubleshooting hardware problems, replacing defective parts, and making necessary escalation to authorized person.
- Responsible for PC, desktop, and laptop reimaging and cloning. Network connection configuration, testing, and basic troubleshooting.
- Perform regular checkups of PC desktop or laptop such as, antivirus updates.
- Escalates problem that requires immediate attention of helpdesk, to team leader or appropriate authorities.
- Participated in change management activities, ensuring minimal disruption to user operations during system modifications or upgrades.
- Implemented proactive monitoring tools to identify potential issues before they impacted users, reducing downtime significantly.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Desktop Support Engineer Intern
Sagility
04.2022 - 08.2022
- Remote Desktop
- Re-imaging/Formatting PC
- Installing/Setting up Microsoft Office and other apps
- Mapping network drive and manual updating OS.
- Contributed to development of robust IT helpdesk system, ensuring prompt issue resolution for all users.
- Changing computer Hostname and Connecting PC to Company Domain.
- Using active directory to unlock and reset password.
- Basic Computer Troubleshooting
- Installed configured, and maintained desktop hardware components to ensure optimal performance at all times.
Education
Bachelor of Science - Information Technology
University of San Agustin
Iloilo City, Province Of Iloilo, Philippines07.2022
Skills
- Active Directory Management
- Incident Management
- Ticketing system proficiency
- Problem-solving abilities
- Organizational Skills
- Advanced troubleshooting
Certification
- CCNA: Introduction to Networks Achieved May 2022
- Red Hat System Administration II Certificate Of Attendance (RH134) Achieved November 30,2021
Timeline
Field Engineer
Excis Compliance
11.2023 - Current
Desktop Support Engineer
WNS Global Services
08.2022 - 09.2023
Desktop Support Engineer Intern
Sagility
04.2022 - 08.2022
- CCNA: Introduction to Networks Achieved May 2022
- Red Hat System Administration II Certificate Of Attendance (RH134) Achieved November 30,2021
Bachelor of Science - Information Technology
University of San Agustin
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