Raymond Siason
Puerto Princesa City
Summary
Detail-oriented IT Support Engineer with extensive experience in Hotel Sytem, telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
9
9
years of professional experience
Work History
Sr. IT Support Engineer
HelloConnect Inc.
06.2023 - Current
- Providing first/second line technical support to HelloConnect Philippines and Hellofresh Global employees via Jira Ticketing Service, face to face and remote channels
- Directly report to Global IT Service Director for implementation and planning of IT services for Palawan Site
- 2nd Point of contact for the network infrastructure.
- Collaborate with the IAM global for the overviewing of incoming projects within the organisation.
- Point of contact of Global security team for any security breach in Palawan Site.
- Delegate projects to the local IT Support team and check on the progress of each project monthly.
- SLA monitoring of IT Team per month.
- Finance team point of contact for asset report in Palawan site.
- Point of contact for Asset audit of Finance team
- Handling of Incident report.
- Scheduling of Local IT support.
IT Support Engineer
HelloConnect Inc.
07.2022 - 06.2023
- Install hardware, software and device drivers on standalone computers.
- Knowledgeable in Opera PMS hotel system and Micros Fidelio.
- Migrate analog telephone to Ip based telephone system.
- Troubleshooting software and hardware user problems via phone and site visits.
- Install and troubleshoot computer networks issues. Like Cable Tracing, Network cable termination and crimping.
- Test computers peripherals, hardware and software to ensure that they are working appropriately.
- Upgrade software, patches and operating systems on a continuous basis.
- Install and configure monitors, keyboards and printers.
- Install and Program DVR Recording units and CCTV analog type.
- Troubleshoot hardware and software problems.
- Act as a technical resource in order to assist users with resolving computer issues.
- Ensure that all computers are secured effectively by installing and updating antivirus software.
- Train users on new software.
- Explain the role of network applications and equipment to the end users.
- Maintain documentation of technical maintenance procedures carried out.
- Determine users' technical needs and provide them with appropriate solutions.
- Knowledgeable in latest trend and new devices in IT industry.
- Operate, troubleshoot and configure LED screen.
IT Support Specialist
International Payment Processing
Puerto Princesa City, Palawan
09.2020 - 07.2022
- Delivered comprehensive technical support to end-users, guiding troubleshooting processes with patience.
- Configured and maintained office PCs, networks, and mobile devices for optimal performance.
- Created agendas and documented meetings to maintain thorough records of proceedings.
- Explained complex technical concepts in simple terms, enhancing understanding among non-technical users.
- Established and optimized network infrastructure through installation of wiring and cabling.
- Set up and tested PCs, projectors, and microphones for effective video conferencing.
- Monitored server room operations, ensuring smooth functionality of wireless networks and server systems.
- Refurbished PC systems and peripherals, improving overall hardware performance and reliability.
IT Support
Sheridan Beach Resort and Spa
06.2016 - 03.2021
- Installed hardware, software, and device drivers on standalone computers.
- Migrated analog telephone systems to IP-based solutions.
- Troubleshot software and hardware issues through phone consultations and onsite visits.
- Configured computer networks, including cable tracing, termination, and crimping.
- Tested peripherals and components to ensure proper functionality.
- Upgraded software, patches, and operating systems regularly.
- Secured computers by installing and updating antivirus software.
- Trained users on new software applications.
Education
Bachelor of Science - Information Technology
Palawan State University
01.2015
Palawan National School
01.2011
Mandaragat Elementary School
01.2006
Skills
- Microsoft Office
- Documentation practices
- Asset management
- Network troubleshooting
- User training
- Google Drive
- Oracle
- JIRA
- Google Workspace
- Microsoft Outlook
- G-Suite
- Network Security
- Microsoft Windows
- Office 365
References
- Jenova Ramos, HR Supervisor, HelloConnect Inc., +63 (917)1055097
- Paul Brenan Lamban, Character Reference, Four Point By Sheraton Resort, 09177017866
- Sonny Lumubos, Character Reference, Accenture, 09660050486
Timeline
Sr. IT Support Engineer
HelloConnect Inc.
06.2023 - Current
IT Support Engineer
HelloConnect Inc.
07.2022 - 06.2023
IT Support Specialist
International Payment Processing
09.2020 - 07.2022
IT Support
Sheridan Beach Resort and Spa
06.2016 - 03.2021
Bachelor of Science - Information Technology
Palawan State University
Palawan National School
Mandaragat Elementary School