Ryan Pineda
IT Professional
Block 11 Lot 62, San Isidro Heights Phase 2, Banlic, Cabuyao, Laguna
Summary
Application, Cloud, and Technical Support Specialist with 16 years’ experience in IT Industry. Proficient in Application Remediation, Technology Troubleshooting, Operating Systems software, Infrastructure Operations, Virtualization Technologies, and Cloud Computing.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Application Support Analyst
Accenture Inc.
10.2015 - Current
- As an SME of the application, I am mentoring the team members in familiarization of the app, procedures, processes, troubleshooting activities, vendor management, and customer/end user support.
- Supporting and troubleshooting java, .net, API's applications that are hosted in AWS.
- Modifying java, and .net apps configuration with th permission from our Development team.
- Performs SOX audits requirements for our apps, and, remediating server vulnerabilities.
- Performs testing and validation of our apps, after monthly server security patching, and client machines Microsoft Security patching.
- Project Deliverables. Working with Firewall Team, to open network ports. Coordinating with internal teams and vendors to test and validate apps. Performing baseline testing. Conducting meetings to track the progress of the project tasks given.
- Workin
- Triaging app issues, and quickly driving issues to resolution.
- Experienced in AppDynamics for Application Monitoring Tool, and Splunk for log analysis.
- Familiar with AWS Cloud platform specifically with EC2, S3, autoscaling. Administering our Windows ancillary, and IIS servers. Acquired AWS Certified Solutions Architect Associate certification.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Translated client requirements into configuration requirements.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Analyzed and troubleshoot integration issues related to system configuration, data, maps and workflows.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Used ServiceNow to track, maintain and update trouble tickets.
- Installed, configured and provided ongoing configuration management for 100~ custom applications.
- Provided 8/5 and weekend on-call support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Interacted with clients to resolve issues and answer software-related questions.
- Managing and maintaining Windows app servers.
- Perform server maintenance and troubleshooting, including software security patches, operating system updates, performance tuning, and log analysis.
- Coordinate support from vendors or third-parties.
- Identify and resolve system and network problems efficiently, arranging for vendor support when necessary.
- Maintain understanding of software, hardware, and systems relative to their use to deploy solutions and troubleshoot.
- Creating KB Articles, inventories and procedures in relation to AWD Application.
- Perform server maintenance and troubleshooting, including software security/vulnerabilities patches, operating system updates, performance tuning, and log analysis.
- Monitors AWD application Infrastructure via AppDynamics monitoring tool.
- Manages, configure, and maintains AppDynamics monitoring tool for the application infrastructure.
Support Engineer (Cloud Computing)
Orchid Cybertech Services Inc. (A TPG Company)
01.2013 - 10.2015
- Provide L1/L2 support for Cloud Computing.
- Performing remote support to the users of Citrix Desktop.
- Managing virtual severs and Citrix Xenapp servers.
- Managing hosted desktops and applications in Citrix environment.
- Managing Active Directory, Print Servers and File Servers.
- Blacklisting spam emails and exporting mailboxes.
- User Account Provisioning.
- Set folder permission, file and folder sharing.
- Monitoring Server Disk Space, CPU Usage, Memory Usage and Network Links thru Solarwinds.
- Performing Server (VM and Physical) disk cleanup and network troubleshooting.
- Coordinating with clients, customers and vendors for any maintenance, updates, upgrades and any outages on companies or sites.
- Creating IT documentations and procedures.
IT Technician
KGJS (ROHQ)
02.2011 - 01.2013
- Provide Onsite Support for the user.
- Desktops/Laptops troubleshooting through Remote Desktop Protocol and Remote Assistance.
- Managing Citrix Access Management Console.
- Administering and Maintaining Windows Server 2003/2008 Domain Controller, Active Directory, DHCP and DNS services.
- Installation of Software, Phones and Desktops.
- Basic Network Troubleshooting.
- Provide Technical Support to satellite offices.
- Creating Phone, Software and Desktop/Laptop Inventories.
- Perform Data Backup using Symantec Backup Exec and Windows Backup.
Desktop Technical Support
Teledatacom Philippines Inc.
07.2010 - 02.2011
- Provide Onsite Support for the user.
- Desktops/Laptops troubleshooting through Remote Desktop Protocol and Remote Assistance.
- Managing/Maintaining Virtual Machines.
- Administering and Maintaining Windows Server 2003 Domain Controller, Active Directory, DHCP and DNS services.
- Installation of Software (Manually and automatically using Tactical Manager).
- Installation and Configuration of Nortel IP Phones.
- Basic Network Troubleshooting.
- Attending Conference Call during outage onsite.
- Creating Phone, Software and Desktop/Laptop Inventories.
IT Desktop Support
Micro D International
05.2009 - 06.2010
- Desktops/Laptops Troubleshooting and Configuring through network interface, Using Remote Desktop Connection, VNC and Altiris Deployment Console etc..
- Re-imaging Desktops/Laptops through network connections by using Altiris Deployment Console.
- Roving in all areas and checking all hardware components/Maintenance.
- Configuring two Desktop computers by one Monitor using KVM switch.
- Creating rules and restrictions policy using GPO.
- Joining Desktops/Laptops to Domain controller or to network server.
- Avaya phone installation and physical configuration.
- Adding printer access through network connections.
- Creating local Administrator/User account.
- Managing Domain user accounts.
- Configuring Clients Laptop/Portable Wireless Connection.
- Setup dual OS Windows XP Professional and Windows Vista.
- Configure Remote Terminal Server registry connection.
- Setup MS Outlook email account s for user.
- Installing call center applications like Citrix ICA Client, CMS Supervisor, Nice Player Applications, Taleo Connect client, etc.
Education
Bachelor of Science - Computer Engineering
Western Institute of Technology
06.2004 - 10.2008
Skills
Fast Learner
Team Player
Analytical Thinker
Customer Service
Risk Assessment
undefinedAccomplishments
- Solely designed and implemented Infrastructure monitoring for AWD application using AppDynamics.
- Awarded "Big Idea" for design and implementation of monitoring of AWD application via AppDynamics mobile app.
Certification
Microsoft Certified Technology Specialist - Windows 7
Additional Information
CHARACTER REFERENCES:
Robert Counts
Asst. Vice President, Application Management - Corebridge Financial
+1 832-239-7297
Lisa Guthier
AWD Application Owner/Team Manager - Corebridge Financial
+1 832-657-6835
Argie Gallego
Head of Cybersecurity and Data Privacy - Rekooh Inc.
+639166052032
Timeline
AWS Certified Solutions Architect
12-2022
AWS Certified Cloud Practitioner
08-2021
Application Support Analyst
Accenture Inc.
10.2015 - Current
Support Engineer (Cloud Computing)
Orchid Cybertech Services Inc. (A TPG Company)
01.2013 - 10.2015
IT Technician
KGJS (ROHQ)
02.2011 - 01.2013
Microsoft Certified Professional
12-2010
Desktop Technical Support
Teledatacom Philippines Inc.
07.2010 - 02.2011
Microsoft Certified Technology Specialist - Windows 7
11-2009
IT Desktop Support
Micro D International
05.2009 - 06.2010
Bachelor of Science - Computer Engineering
Western Institute of Technology
06.2004 - 10.2008
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