Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Martin Alindogan

Martin Alindogan

Dasmarinas City

Summary

Accomplished IT professional with extensive experience in providing comprehensive IT support and helpdesk services across various industries. Proven experise in troubleshooting complex issues on Windows and MacOS systems, SaaS administration, VPN configution and device management using tools such as Addigy, Jamf, Nable and Ninja RMM. Adept at SSO/SAML administration with OneLogin, Okta and Jumpcloud. Demonstrated the ability to manage Active Directory Services, Office 365 administration and cloud computing services including Azure and AWS. Skilled with network troubleshooting, technical documentation proficiency, incident management and end-user training. My career goals include leveraging technical expertise to enhance IT infrastucture efficiency while ensuring optimal user satisfaction.

Overview

14
14
years of professional experience
1
1
Certification

Work History

MacOS Helpdesk Support

ScalableOS Corp
04.2023 - Current
  • Process Onboarding/Offboarding of client employees
  • Troubleshoot malfunctions of advanced complexity on Windows and/or Mac systems
  • Isolate, diagnose, and resolve problems
  • SaaS Administration – Add users, reset passwords, unlock accounts, setup2FA, configure accounts and permissions
  • VPN set up configuration and troubleshooting
  • Deploy and administer devices thru JAMF & Nable
  • Cisco Meraki and Unifi troubleshooting and administration
  • SSO/SAML Administration - OneLogin, Okta & Jumpcloud
  • Provides updates and coordinates changes with client POC
  • Update client documentation and processes in knowledgebase (BoostVCIO)
  • Serves as backup for NOC and assist in after hours on call support

System Engineer II

Datamatics
03.2021 - 04.2023
  • Onboards and Offboards client employees
  • Troubleshoot malfunctions of advanced complexity on Windows and/or Mac systems
  • Isolate, diagnose, and resolve problems
  • SaaS Administration – Add users, reset passwords, unlock accounts, setup2FA, configure accounts and permissions
  • VPN set up configuration and troubleshooting
  • Deploy and administer devices thru Addigy and JAMF & Ninja RMM
  • Cisco Meraki and Unifi troubleshooting and administration
  • SSO/SAML Administration - OneLogin, Okta & Jumpcloud
  • Escalation point for L1/Associate Systems Engineers
  • Provides updates and coordinates changes with client POC
  • Update client documentation and processes in knowledgebase - IT Glue
  • Client: Interlaced.io

Technical Support Analyst

Optum Global Services
08.2020 - 03.2020
  • Provide Help Desk support for Optum Employees and Vendors located in US and South America
  • Provide assistance in resetting Domain passwords
  • Troubleshoot Citrix and RSA issues
  • Diagnose and troubleshoot Internet and VPN (Cisco Any connect) connectivity issues
  • Diagnose and troubleshoot Smartcard issues
  • Escalate problems not supported by the Helpdesk to the appropriate support groups for resolution
  • Provide software and hardware support (Windows and MAC)
  • Project Based

IS Technician

GHD LTD PTY
06.2014 - 06.2019
  • Provided support in collaboration tools like Cisco Jabber, Skype and WebEx
  • Aid in Taleo projects
  • Project Champion for BYOM Email migration to McAfee EMM
  • Provide Local IT support for Manila Operating Center end users which includes responding to queries either in person or over the phone
  • Provide Help Desk support for all GHD employees and external client via Phone, Email & Chat
  • Install, modify, repair computer hardware and software
  • Supports all telephony issues including, VOIP phone and voicemail and Email configuration setup on Android and IOS devices
  • Administer VIP Access and Microsoft Authenticator for Citrix user
  • Assists end users on issues with Citrix, which includes login, access requests and malfunctions
  • Determines the most effective manner to resolve client's technical issue
  • Engages in research and in-depth troubleshooting to resolve technical issues
  • Consults with full-time staff when necessary
  • Logs all required customer and problem information in the Ticketing system and updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job
  • Resolves Level1 work orders
  • Elevates complex and/or high priority problems to the appropriate support groups for resolution
  • Works on Help Desk related projects as assigned by his supervisor
  • Participates in meetings related to the on-going issues or related projects

IT Administrator

EnfraUSA Inc.
04.2013 - 01.2014
  • To deliver friendly and personable remote technical support to assist customers
  • To manage Windows Servers (2003,2008,2008 R2), Active Directory & Mail Servers
  • To manage Blackberry BES & Active Sync
  • To manage web services such as Postini, Kaseya, LogMeIn
  • To assist in backup systems, VPN solutions
  • Assist clients with installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
  • Assisted Apple product integration into a mixed Windows environment
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Documenting troubleshooting steps taken in our Ticketing system
  • Monitor Ticket queue and ensure all request and issues are resolved within ticket SLA
  • Providing after hours support from time to time as required by Dispatch or customer needs

L2 Technical Solutions Specialist

Atos Information Technology Inc
07.2010 - 01.2013
  • 1st and2nd line technical support, answering support queries via phone, email, remote
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls in the service desk ticketing system
  • To escalate more complex issues to the relevant IT Support member or to arrange and help coordinate external technical support where problems cannot be resolved in house
  • Monitor the ticket queue and ensure all request and issues are resolved in an efficient and timely manner
  • Set up, install and test PCs and peripherals for users
  • Remain flexible with the shift hours and lunchtime based upon the needs of the group including Overtimes
  • Notify all appropriate Offices through clear email notices for any scheduled maintenance or serious service issues
  • Contribute to team effort through communication, cooperation and coordination with other team members
  • Maintain professional and technical knowledge by reviewing related professional publications
  • Undertake any other reasonable duties as requested by the IT Manager and Service Desk Team Leader
  • To provide status reports to the IT Management and appropriate individuals for any on- going issues or projects
  • To participate in meetings related to the on-going issue or related projects
  • Assisted end users on issues with Citrix, which includes login, access requests and malfunctions
  • Administer RSA Hardware and software tokens (reset PIN, enable/disable RSA, generate temporary PINS, generate activation codes to activate RSA and troubleshoot all malfunctions)
  • Assisted users with VPN issues which includes inquires, requests, access issues and malfunctions
  • Supported all Hardware and software issues which includes troubleshooting, requests, replacements and moves
  • Supported all telephony issues including Blackberry and iPhones
  • Supported Active Directory which includes domain account password reset
  • Unlock accounts
  • Enable and disable accounts and add and remove access to a user
  • Job Description: IT Helpdesk for Aon Hewitt and Siemens (Healthcare)

Education

Bachelor of Science - Physical Therapy

De Los Santos Medical Center
01.2002

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Lourdes School Quezon City
01.1996

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Lourdes School Quezon City
01.1992

Skills

  • Business Productivity: MS Office - MS Excel, MS Word, PowerPoint, MS Project QuickBooks AutoCAD, MS Teams, OneNote
  • Google Suite/Workspace
  • Slack
  • Server Operating Systems: MS Windows 2003,2008 & 2008 R2, 2012
  • Identity & Access/SSO:
  • Active Directory Services
  • PKI (Public Key Infrastructure)
  • Smartcard
  • RSA
  • VIP Access
  • Microsoft Authenticator
  • OneLogin
  • Okta
  • Jump cloud
  • Email Servers: POP, IMAP, HTTPS, SMTP
  • Application Data Centers:
  • MS Terminal Services
  • Citrix Meta frame
  • Web Based Application Services: IIS, SharePoint, HTML 5
  • Desktop Operating Systems: Windows 7, 10, 11, MacOS
  • VPN: Watchguard VPN, Sonic wall, LogMeIn, F5 firepass, Cisco AnyConnect VPN, Checkpoint, Meraki, OpenVPN, Perimiter81, Netskope
  • Data Backup: MozyPro, Backblaze, Comet, Datto
  • CRM: Clarify, Remedy, Autotask, Cherwell, Service Now, Zendesk, ConnectWise, Jira

Certification

Addigy Certified Associate

Timeline

MacOS Helpdesk Support

ScalableOS Corp
04.2023 - Current

System Engineer II

Datamatics
03.2021 - 04.2023

Technical Support Analyst

Optum Global Services
08.2020 - 03.2020

IS Technician

GHD LTD PTY
06.2014 - 06.2019

IT Administrator

EnfraUSA Inc.
04.2013 - 01.2014

L2 Technical Solutions Specialist

Atos Information Technology Inc
07.2010 - 01.2013

Bachelor of Science - Physical Therapy

De Los Santos Medical Center

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Lourdes School Quezon City

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Lourdes School Quezon City

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Martin Alindogan