ROY PAOLLO SAN LUIS
IT Manager
Caloocan City
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
Work History
IT Supervisor (Head)
Kubota Philippines, Inc.
Baesa, Quezon City
02.2020 - Current
- Prepared variety of different written communications, reports and documents.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Onboarded new temps by entering employee information into systems.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed team communications and information for meetings.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Maintained energy and enthusiasm in fast-paced environment.
- Conducted research, gathered information from multiple sources and presented results.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Delivered services to customer locations within specific timeframes.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Collaborated with team members to achieve target results.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Systems Administrator
Jetex Flight Support
Taguig
02.2018 - 02.2020
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues
- Created patches and solutions to fix bugs in existing applications
- Developed modification program to determine compatibility with various software
- Supported day-to-day operations, monitoring and resolving client/server and storage issues
- Configured and tested Windows Server operating systems with roles features
- Oversaw IT activities to laptops, tablets and PDAs for corporate users
- Contributed to development, administration and testing of disaster recovery plans
- Maintained current software licenses for computers and mobile devices
- Detailed upcoming software upgrades and system sprints to team members
- Attended meetings to deliver status reports to key stakeholders
- Performed software installations and upgrades to UNIX or Windows operating systems
- Mentored employees and offered constructive feedback for performance improvement
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
- Spearheaded inventory control measures to replenish and maintain IT equipment
- Tested software remotely and onsite for server sets to maintain operational readiness
- Created nightly jobs for database backups
IT Specialist
Telco Services Australia
Pasay
10.2016 - 02.2018
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Performed server backups and changed and replaced backup tapes daily.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
IT Engineer
Audio Visual Establishment
Dammam
09.2014 - 09.2016
- Executed troubleshooting and server support in both in-person and remote situations.
- Authored technical guidance explainers and whitepapers on systems for use by senior leadership.
- Oversaw quality assurance management and offered suggested recommendations.
- Produced reports on success rates and remedial requirements.
- Provided technical support in both on-site and telephone consultations.
- Identified and corrected system faults to minimize operational system downtime.
- Wrote work orders, accounting for standard budgeting guidelines and operational parameters.
- Maintained service schedule for software and hardware.
- Monitored ongoing technical compliance with applicable laws and regulations.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Built and maintained network infrastructure consisting of Windows, Linux and virtual products.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Managed and monitored installed systems for highest level of availability.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Participated in system development life cycle from requirements analysis through system implementation.
- Provided secondary training to personnel struggling with technological tools and systems
- Executed troubleshooting and server support in both in-person and remote situations
Systems Support Engineer
Phil- Data Business Systems Inc
Makati City
12.2007 - 12.2010
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
- Tracked problematic system errors by implementing various user support tracking metrics.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked effectively in both independent and team environments to exceed IT goals.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Analyzed and managed software patches and versions necessary for successful operating system upgrades.
- Effectively communicated with other system engineering personnel and senior executives on joint projects.
- Performed root cause analysis and general troubleshooting.
- Configured hardware, devices and software to set up work stations for employees.
Service Engineer
Personal Computer Specialists
Makati City
05.2007 - 12.2007
- Worked cross-functionally within organization and external partners, integrators and vendors
- Analyzed and evaluated performance and optimized efficiency
- Created relationships with key decision-makers and served as external technical spokesperson
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions
- Provided customer feedback to team to facilitate project road map and relationship planning
- Educated prospects on product implementation and usage and answered technical and security questions
- Escalated and re-produced problem to internal development sources to reach solution
- Tested and checked performance of hardware and software programs
- Performed periodic testing of all networks and systems
- Participated in client consultations and product capability demonstrations to support sales efforts
- Engaged in first-level support for customers requiring routine support and troubleshooting
- Developed, designed, deployed and integrated systems and networks
Education
Bachelor of Science - Computer Science
Sacred Heart College
Lucena City, QUE 06.2003 - 04.2006
Some College (No Degree) - Certificate of Computer Technician
Maryhill College
Lucena City, QUE 06.2001 - 05.2003
Skills
Infrastructure development
Certification
ITIL 2011 Foundation
Timeline
IT Supervisor (Head)
Kubota Philippines, Inc.
02.2020 - Current
Systems Administrator
Jetex Flight Support
02.2018 - 02.2020
IT Specialist
Telco Services Australia
10.2016 - 02.2018
IT Engineer
Audio Visual Establishment
09.2014 - 09.2016
ITIL 2011 Foundation
06-2014
Project Management
12-2010
Microsoft Certified Technology Specialist
02-2008
Microsoft SharePoint Training
02-2008
Systems Support Engineer
Phil- Data Business Systems Inc
12.2007 - 12.2010
Service Engineer
Personal Computer Specialists
05.2007 - 12.2007
Bachelor of Science - Computer Science
Sacred Heart College
06.2003 - 04.2006
Some College (No Degree) - Certificate of Computer Technician
Maryhill College
06.2001 - 05.2003
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