Michael Joseph M. Peñas
Quezon City
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Infrastructure Analyst MACD
Citibank Philippines
Citi Plaza 34th St, Taguig, Metro Manila, PH
05.2016 - Current
- Work according to the service level objective to ensure Voice Recording MACD Request and Voice Recording Incidents tickets are resolved in timely fashion and properly documented.
- Escalates difficult to resolve issues to L2/L3 teams and keep the customer updated in the progress.
- Assist internal employees and ensure high-levels of customer service satisfaction.
- Determines trends and assisting management in devising proactive step to address negative trends
- Actively participate in self-improvement and training curricula to fulfill competency requirements required by the company.
- Prepares and maintains technical guide or job aids for a particular system on which our team manage.
- Creates Excel team metrics and PowerPoint presentation which will be presented to the management on monthly basis.
Jr. System Administrator
ELoyalty, TTEC PH
11F Cybergate III Pioneer St. Mandaluyong City PH
03.2015 - 05.2016
- Responsible for the daily operation and continuous performance of internal and customer based systems.
- Manages the overall operating system platform including, but not limited to: Windows, Active Directory; DNS, DHCP, Antivirus; Backups; VMware, Cisco and Server hardware.
- Performing routine and periodic software installations on servers using established change management processes and procedures.
- Works on service requests opened by the client.
- Serves as escalation point for IT Infrastructure incident related issues.
Cisco VOIP Associate
ELoyalty, TTEC PH
11F Cybergate III Pioneer St. Mandaluyong City PH
08.2012 - 03.2015
- Monitors corporate clients 24/7 globally
- Supports Voice over internet protocol, Cisco voice services, Unity and voice mail, ICM and IPT, and also SQL database.
- Does basic to entry level Calabrio, Webview, UCCE, Outbound Dialer, troubleshooting
- Joins bridge calls and performs the debugging in the gateway to determine if the issue will be with the telco provider or w/Teletech
- Creates auto attendant, hunt group, bulk users, extension mobility in call manager
- Manages the phone profile and voice mail creation of a client in Cisco call manager, unity and ICM.
- Troubleshoots Webview errors
- Performs Cisco IOS upgrades as requested by the Architecture team.
- Provides CDR reports and other reports that is needed by the customer/managers.
Desktop Support Associate
TTEC PH
19F Cybergate III Pioneer St. Mandaluyong City PH
05.2011 - 08.2012
- Proactively recognize technical issues affecting call center production and recommend an effective solution.
- Develop and verify documented stepped procedures for IT related problems.
- Perform setting up of a new PC, including the troubleshooting and maintenance.
- Installs and configures the Windows operating system via Manual or SCCM
- Handles the account and mailbox creation/modification for user in the Active Directory
- Oversee and support trouble ticket activity and work orders as required
- Creates a inventory of all PC, switch ports and items related to the IT department.
- Create and maintains SharePoint site.
IT Staff, Raffles and Company Inc.
Raffles And Company Inc.
14/F Cyber One Plaza Eastwood City Libis Q.C. PH
10.2007 - 08.2009
- Performs setting up of new PC, Printer, troubleshooting and maintenance.
- Administer Windows 2003 server Installation and Configuration.
- Computer network setup, troubleshooting and maintenance.
- Prepares PC reports and recommends corrective/preventive measures.
- Keeps an Inventory of the installation and software CD’s, EDP tools, and Spare PC parts.
- Logs received registration form, and ensures completeness, then encodes, validates and corrects its database files.
- Prints and distributes important documents for the branches.
Education
Bachelor of Science - Computer Science
AMA Computer University
Villa Arca Proj. 8 Quezon City PH 04.2001 -
Vocational - Computer System Network Technician
AMA Computer Learning Center
Sangandaan, Quezon City Philippines 04.2001 -
Skills
Configuration and administration knowledge on (Active Directory, DNS, DHCP, VMware,)
Certification
Cisco Voice and Unified Communications (640-461)
Timeline
Infrastructure Analyst MACD
Citibank Philippines
05.2016 - Current
Cisco Voice and Unified Communications (640-461)
05-2015
Jr. System Administrator
ELoyalty, TTEC PH
03.2015 - 05.2016
Cisco Certified Service Provider Operations (640-760)
09-2014
Cisco Certified Networking Associate (200-120)
08-2014
EXIN ITIL-F v3 (Syllabus 2011)
12-2012
Cisco VOIP Associate
ELoyalty, TTEC PH
08.2012 - 03.2015
Desktop Support Associate
TTEC PH
05.2011 - 08.2012
IT Staff, Raffles and Company Inc.
Raffles And Company Inc.
10.2007 - 08.2009
Bachelor of Science - Computer Science
AMA Computer University
04.2001 -
Vocational - Computer System Network Technician
AMA Computer Learning Center
04.2001 -