YLVEN JOHN CARLOU ABLING
AMR Robotics Engineer
Pasig
Summary
AMR Support Engineer providing Level 2 and Level 3 support for GEEK+ RMS and WMS across global regions. Supports robot operations, incident resolution, and service desk workflows through ServiceNow and Confluence, while strengthening knowledge base content and process consistency. Contributed to the rollout of the Philippines' first autonomous mobile robot deployment and kept complex support environments stable for users and operations teams.
Overview
2
2
Certifications
22
22
years of professional experience
Work History
AMR Support Engineer
Koerber Supply Chain Solutions
10.2019 - Current
- Handle support tickets across helpdesk, AMR, and global client requests.
- Support Autonomous Mobile Robots and backend systems during helpdesk, technician, and client-facing assignments.
- Maintain Confluence knowledge base articles to streamline troubleshooting and standardize team responses.
- Performs root cause analysis for recurring AMR issues and coordinates escalation management when needed.
- Administer Azure, Active Directory, and MySQL support tasks tied to Windows and server operations.
- Coordinate project implementation, vendor follow-up, and change management for automated warehouse support.
IT Support/Systems Engineer
CIVICA PTE Ltd Singapore
03.2018 - 04.2019
- Supported incident tickets across Singapore HQ and libraries while maintaining steady service desk response times.
- Completed Windows 10 migration work for CIVICA PTE Ltd Singapore, supporting project implementation across the user base.
- Implemented KMS and WSUS servers to centralize Windows licensing and group policy deployment.
- Served as the single IT point of contact for day-to-day support across Singapore HQ and libraries island wide.
Datacenter/Helpdesk/IT Engineer
RED Technologies Pte Ltd Singapore
10.2015 - 03.2018
- Supervised eight IT engineers in daily datacenter operations, covering remote hands, fiber patching, cross-connects, and rack-and-stack tasks.
- Delivered client-specific IT projects end to end, including costing, reporting, presentations, and deployment planning.
- Executed Windows 10 migration and Hosted Email Security deployments while supporting server configuration and off-shore client operations.
Data Encryption Engineer
SOPHOS Philippines
11.2014 - 10.2015
- Support client Systems Administrators with Sophos Data Encryption setup, from server provisioning through configuration guidance.
- Configure Active Directory, IIS, and SQL databases during back-end deployments for Sophos Data Encryption and Mobile Control.
- Troubleshoot client issues by phone, email, and remote session to keep encryption environments stable and responsive.
IT Onsite Support Engineer
Verizon Philippines
09.2012 - 11.2014
- Diagnose desktop hardware, operating system, and end-user software issues for corporate users.
- Administer SOPHOS Safeguard Management Centre, Active Directory, and VPN accounts for workstation security and access.
- Manage hardware, peripherals, network operating systems, and end-user devices across the onsite support environment.
- Coordinate Blackberry support and account administration through Blackberry Enterprise Server and related user requests.
- Document recurring issues, root causes, and resolution steps in ServiceNow to strengthen service desk operations.
Helpdesk Engineer
GRIEF Industrial Packaging Manila
01.2011 - 04.2012
- Managed inbound calls, emails, and online requests for AMER, APAC, and EMEA users through the helpdesk queue.
- Monitored network tools for circuit and device outages, then escalated issues and coordinated troubleshooting actions.
- Performed Active Directory administration for account creations, deletions, distribution lists, and access changes.
- Documented recurring issues and resolutions in Confluence to support root-cause analysis and team knowledge sharing.
- Supported Azure access requests and coordinated service desk follow-up for unresolved user issues.
IT Consultant
Systems Generator Philippines
06.2007 - 12.2010
- Provided application support for in-house insurance systems, coordinating fixes with multiple teams before production release.
- Participated in UAT, validated bugs, and confirmed fixes before deployment to production environments.
- Built knowledge of complicated global processes while working as an analyst for Accenture and Sunlife Financial projects.
- Documented support activities and troubleshooting steps in Confluence to improve handoffs and reference materials.
- Assisted with project implementation by translating support findings into actionable fixes for downstream teams.
Computer Technician/OA Staff
LGEE Electronics Inc. (NEO Laptop Dept.)
02.2006 - 06.2007
- Fix laptop and desktop faults using Windows troubleshooting, then return devices to service-ready condition.
- Document repair findings and quality checks in ServiceNow, Confluence, and MySQL for clear follow-up.
- Support escalation management and root cause analysis for recurring laptop and desktop failures.
Telephone Technician
Robinson's Land Corporation Metro East
02.2005 - 01.2006
- Installed and repaired telephone lines and data cables for retail tenants as part of the engineering team.
- Assisted ISP providers in accessing MDF facilities and resolving connection issues at the site level.
- Documented line faults and followed through on repair requests to keep tenant communications available.
Education
Bachelor of Science - Electronics and Communications Engineering
Technological Institute of the Philippines
Quezon City, Philippines04-2004
Skills
MySQL
Confluence
Azure
Active Directory
ServiceNow
Windows 10 migration
Project implementation
Team supervision
Escalation management
Service level management
Vendor coordination
Incident management
Problem management
Change management
Service desk operations
Root cause analysis
Certification
ITIL V3 — September 2013
Timeline
AMR Support Engineer
Koerber Supply Chain Solutions
10.2019 - Current
IT Support/Systems Engineer
CIVICA PTE Ltd Singapore
03.2018 - 04.2019
Datacenter/Helpdesk/IT Engineer
RED Technologies Pte Ltd Singapore
10.2015 - 03.2018
Data Encryption Engineer
SOPHOS Philippines
11.2014 - 10.2015
IT Onsite Support Engineer
Verizon Philippines
09.2012 - 11.2014
Helpdesk Engineer
GRIEF Industrial Packaging Manila
01.2011 - 04.2012
IT Consultant
Systems Generator Philippines
06.2007 - 12.2010
Computer Technician/OA Staff
LGEE Electronics Inc. (NEO Laptop Dept.)
02.2006 - 06.2007
Telephone Technician
Robinson's Land Corporation Metro East
02.2005 - 01.2006
Bachelor of Science - Electronics and Communications Engineering
Technological Institute of the Philippines