Salvador I. Dela Cruz Jr.
Sr. Technical Support
Summary
Highly skilled and results-driven Senior Technical Support Engineer with over 12 years of experience providing advanced technical support, troubleshooting, and problem-solving solutions in fast-paced environments. Adept at diagnosing complex issues related to hardware, software, Basic networking, and system configurations troubleshooting. Proven track record of delivering excellent customer service, collaborating with cross-functional teams, and mentoring junior support engineers. Known for creating innovative solutions to optimize system performance and minimize downtime while ensuring customer satisfaction.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
2
2
Languages
2
2
Certificates
Work History
Sr. Technical Support Engineer
Petnet Inc.
09.2024 - Current
- Led a team of ITSM,LV1 & LV2 , ensuring timely delivery of high-quality support services to clients.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
- Delivered Tier-3 support and SME input to internal and external customers.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
Technical Support Engineer
Olympic Village Enterprises Inc
03.2024 - 09.2024
- Diagnose and resolve hardware issues for desktops, laptops, printers, scanners, POS and other peripheral devices.
- Install, configure, and upgrade hardware components as needed.
- Perform routine maintenance to ensure optimal performance and reliability of hardware equipment.
- Conduct training sessions for users on the operation and functionality of Point of Sale (POS) software.
- Develop training materials, manuals, and user guides for POS software usage.
- Monitor and maintain network infrastructure including routers, switches, firewalls, and wireless access points.
- Troubleshoot network connectivity issues and implement solutions to ensure uninterrupted network services.
- Perform regular backups and implement security measures to safeguard network data.
- Assist in planning and implementing network upgrades and expansions.
- Provide ongoing support and assistance to POS users, addressing any questions or concerns they may have.
- Stay updated on the latest features and updates of POS software to deliver effective training sessions.
- Provide technical support for various software applications used within the organization.
- Troubleshoot and resolve software-related issues reported by users.
- Install, configure, and update software programs as required.
- Collaborate with vendors to address software bugs and compatibility issues.
Technical Assistant/Inventory Management Specialist
Asticom Technology Inc.
05.2021 - 01.2024
- Change IP address
- Modify/Align Port Profile at NMS
- Reactivate voice(Recon)at vIMS
- Reactivate at(Recon)at AAA/PCRF
- Value Added Service(VAS)PUSH
- Handle Inventory System of Globe Materials Management
- Controlling flows of equipment and supplies
- Coordinating and directing multiple teams
- Extract data in SAP
Technical Support Assistant
Petnet Inc.
10.2015 - 05.2021
- Support all branches/ business partners via ticketing system and emails using Remote Desktop Support & Team viewer
- Back-up all files before PC reformat and install the standard application (Bayad Center, Western Union, USP and Load Central etc)
- Create lan cable and telephone cable
- Configured the wireless connection
- Install and maintain new server hardware and software infrastructures
- Ensure that all hardware and software are working to maintain daily operations
- Provide immediate on-site support to employees/clients (Branches & Business Partners) who encounter technical concerns
- Check all servers before and after office hours
- Handle internal & external CCTV installation and troubleshooting
- Provide the highest level of customer service to all applicants
- Receive incoming calls and make outgoing calls as per requested by the Team Leader
- Assisting PLDT to install the VPN connection of all branches and daily
Technical Support Specialist
Titanium Technologies
04.2015 - 10.2015
- Back-up file before PC and install the standard application
- Create lan cable and telephone cable
- Configured the wireless connection
- Install and maintain new server hardware and software infrastructures
- Ensure that all hardware and software are working to maintain daily operations
- Provide immediate on-site support to employees/clients (for biometrics) who encounter technical concerns
- Check all servers before and after office hours
- Handle internal & external biometrics installation and troubleshooting
- Perform biometrics processing to include capturing electronic fingerprints, photographs, proximity ID card and password
- Proof and check work for accuracy and completeness and maintain 98% efficiency rating for all processed forms
- Provide the highest level of customer service to all applicants
- Deployment a new project
- Provide training of the biometric to client for example: how to enroll the employees, basic troubleshooting of the biometric and demo the description of the biometric
- Provide ocular and connectivity testing of the location of biometric using sim card or lan connection
- Demonstrate how to transmit data or raw time to the server
- Enroll, move and syncing the employees to the biometric using the system
- Upload and download raw time extracted
IT Service Engineer
Unison Computer Systems Inc.
11.2012 - 03.2015
- To provide first line technical support to all GLOBE employees and site visitors, production infrastructure, support the existing systems and deploy new systems as required
- Troubleshooting Hardware/software faults HP, IBM, DELL, NEO, ASUS and MAC OS laptop and Desktop brand replacing parts as required
- Installing and configuring computer hardware and migrating operating systems application or software like windows XP, windows 7, windows 8, chrome OS, MAC OS, Microsoft office 2003, 2007, 2010, 2013, SAP, reflection for UNIX, CRM (Customer relationship management) Application, MTPOS Application, McAfee configuration, Printer Configuration, Scanner, Basic Troubleshooting POS, SMARTQSYSTEM, UNICORNSYSTEM, Windows XP Mode, VMWARE workstation, MS Outlook exchange configuration, MS Project, MS Visio, Wi-Fi setup, VPN configuration, Imaging or cloning using acronis true image
- Basic AD (Active Directory) true resetting password & extend employee's account
- Provide technical support for problems through SCCM REMOTE desktop & laptop scheme time
- Maintain software licensing inventory
- Ensure our applications are secure and are maintained with the latest service packs and fixes
- Maintain a log of any software or hardware problems detected
- Developing and promulgating an IT Services knowledgebase
- Any other duties, tasks or responsibilities that may reasonably be required from time to time
Education
Bachelor of Science - Computer Science
Technological Institute of The Philippines
Quiapo District, Metro Manila, Philippines 04.2001 - 01.2012
Skills
Remote support
Personal Information
- Age: 38
- Height: 5'5"
- Date of Birth: 04/17/86
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
Certification
ManageEngine Endpoint Central Admin Training
Timeline
2025 KnowBe4 Security Awareness Training
03-2025
ManageEngine Endpoint Central Admin Training
01-2025
Sr. Technical Support Engineer
Petnet Inc.
09.2024 - Current
Technical Support Engineer
Olympic Village Enterprises Inc
03.2024 - 09.2024
Technical Assistant/Inventory Management Specialist
Asticom Technology Inc.
05.2021 - 01.2024
Technical Support Assistant
Petnet Inc.
10.2015 - 05.2021
Technical Support Specialist
Titanium Technologies
04.2015 - 10.2015
IT Service Engineer
Unison Computer Systems Inc.
11.2012 - 03.2015
Bachelor of Science - Computer Science
Technological Institute of The Philippines
04.2001 - 01.2012
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