Risdalon Terora
IT Support
Surigao City,Philippines
Summary
Detail-oriented and customer-focused Technical Support Specialist with hands-on experience in troubleshooting hardware and software issues. Eager to leverage communication and problem-solving skills to provide exceptional IT support.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Technical Support Intern
GECAT Company Limited
Al Khobar, KSA
02.2014 - 12.2018
- Assist in diagnosing and resolving technical issues related to software, hardware, and networks for a diverse client base.
- Manage and prioritize customer support tickets, ensuring timely resolution, follow-up, and documentation of all inquiries.
- Provide remote assistance to users, troubleshooting issues related to applications, operating systems, and hardware over the phone and via chat.
- Participate in software installations, updates, and configuration of new hardware to enhance company operations.
IT Help Desk Assistant
Fluor Arabia Limited
Al Khobar, KSA
11.2011 - 01.2014
- Documented and tracked user issues using the IT service management (ITSM) system, escalating complex technical problems to senior IT technicians.
- Contributed to the development and maintenance of a comprehensive knowledge base to assist in troubleshooting and resolving common IT issues.
- Troubleshot system and network problems, diagnosing and resolving hardware and software faults.
- Configured and maintained computer systems and networks, enhancing overall IT infrastructure reliability.
- Resolved technical and application problems via helpdesk both over phone and in person.
I.T Supervisor
Mubarrad Saudi Transport and Investment Company
Riyadh, KSA
05.2008 - 10.2011
- Collaborated with department heads to align IT strategies with business objectives.
- Reported regularly on project data and kept leadership informed of progress.
- Oversaw the migration of data to cloud-based storage solutions, ensuring secure and flexible access to information.
- Analysed and adapted workflows to meet evolving needs.
- Coordinated with IT specialists to troubleshoot and resolve complex system issues, minimising downtime and enhancing productivity.
- Maintained an up-to-date inventory of ICT assets, aiding in efficient asset management and planning.
Project Manager
Otacon Connection Electrical Service
Cavite , Philippines
04.2021
- Develop project plans, set goals and budget as well as identify and manage resources.
- Produce deliverables on the agreed-upon timetable. Monitor, track and report on progress and performance, including budget.
- Partner with internal and external stakeholders to ensure success. Lead project team, offer mentoring, training and guidance.
- Adjust project constraints as needed to deliver quality.
- Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Oversaw the development of project documentation, maintaining clear and accurate records throughout project lifecycles.
- Cultivated strong relationships with clients, stakeholders, and team members, building a culture of trust and cooperation.
- Presented project proposals and reports to senior management, articulating project value and securing necessary approvals.
- Analysed project outcomes, conducting post-implementation reviews to identify lessons learned and best practices.
- Utilised project management software tools to track progress, assign tasks, and manage timelines efficiently.
Education
Bachelor of Science - Information Technology
AMA Computer College
01-2003
Bachelor of Arts - Philosophy
SVD Seminary
01-1998
Skills
- Troubleshooting hardware and software issues
- Basic networking knowledge
- Proficiency in Windows OS
- Proficiency in Linux OS
- Proficiency in Mac OS
- Remote desktop support
- Experience with Microsoft Office Suite
- Experience with Google Workspace
- Excellent verbal communication skills
- Excellent written communication skills
- Technical troubleshooting
- Software installation
- Network configuration
- Data migration
- Knowledge base development
- Project coordination
- Problem solving
- Team collaboration
- Time management
- Customer Service
- Creative thinking
- Helpdesk experience
- Technical issues analysis
- Data Entry
- Product knowledge
- IT service ticketing systems
Certification
- CompTIA A+, 2023-03-01
- Microsoft Certified: Windows Server Fundamentals, 2023-04-01
LANGUAGES
English
Arabic
Accomplishments
- Efficiency & Cost Savings: Implemented a real-time GPS tracking system that reduced fleet fuel consumption by 15% and optimized route planning, resulting in a 20% reduction in overall maintenance expenses.
- Operational Improvement: Utilized telematics data to monitor driver behavior, decreasing unauthorized vehicle usage by 40% and improving on-time delivery rates to 98%.
- Safety & Compliance: Reduced incidents of speeding and harsh braking by 25% by implementing automated driver behavior reports and providing targeted training based on tracking data.
- System Implementation: Led the installation and configuration of a new GPS tracking system across 50+ vehicles, increasing fleet visibility from 60% to 100%.
- Customer Satisfaction: Improved delivery accuracy to 99.7% by leveraging tracking software to provide real-time ETAs to customers, reducing customer complaints by 30%.
Awards
• Giving me the opportunity to have my own freelance visa.
Languages
• Giving me the opportunity to have my own freelance visa.
Timeline
Project Manager
Otacon Connection Electrical Service
04.2021
Technical Support Intern
GECAT Company Limited
02.2014 - 12.2018
IT Help Desk Assistant
Fluor Arabia Limited
11.2011 - 01.2014
I.T Supervisor
Mubarrad Saudi Transport and Investment Company
05.2008 - 10.2011
Bachelor of Science - Information Technology
AMA Computer College
Bachelor of Arts - Philosophy
SVD Seminary