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
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
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
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
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.
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
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 -
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