Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
Generic
Ace Tandoc

Ace Tandoc

Hollister,CA

Summary

Dynamic IT Executive Support professional with a proven track record at Adobe Inc, excelling in technical support and customer service. Expertise in desktop troubleshooting and managing complex issues, achieving a 4.99 CSAT rating. Adept at leading teams and fostering collaboration, while maintaining a strong focus on emerging technologies and user training.

Overview

8
8
years of professional experience

Work History

IT Executive Support

Adobe Inc
San Jose, CA
03.2022 - Current
  • Provide high-level technical support to E-Team, SVPs and Executive Assistants (48+ Users)
  • Install, configure, and troubleshoot desktop hardware, software, and network connectivity issues
  • Perform regular system maintenance and updates, including security patches, to ensure optimal performance and security
  • Monitor and report on system usage and activity, identifying potential issues and recommending solutions
  • Coordinate with IT staff and other departments to resolve complex technical problems, escalate issues to management as necessary
  • Train E-Team and SVPs users on new technology and systems as needed
  • Handle sensitive information and data discreetly and in accordance with company policy
  • Maintain up-to-date knowledge of current and emerging technologies, stay ahead of industry trends and developments
  • Provide 24-hour support and in rotation as needed.
  • Projects: Technology Business Partner Relationship (TBP) – Create an ongoing business relationship with key site stakeholders, understanding challenges, successes and working with IT Staff for problem solving.

Service Delivery Lead (Desktop Support Manager)

Cognizant
Palo Alto, CA
10.2021 - 03.2022
  • Supervise 20+ employees including Deskside (NA & EU Region), Service Desk and Client Engineering
  • Monitor Service Now Reports for CSAT (4.85%), SLA (97%), Depot and Trends
  • Reach out via email, phone or IM to users that provide a 3 CSAT or lower
  • Manage incident and tasks queues daily to distribute to teams in North America and Global EUS
  • Create postmortem emails for highly escalated issues to client and management
  • Provide monthly status report presentations to client IT Management regarding CSATs, SLAs, trends and projects
  • Lead weekly team meetings including Global EUS, Leads, Services Desk and Desk Side
  • Manage and approve any timesheets or PTO requests

Desktop Support Engineer

Cognizant
Palo Alto, CA
10.2020 - 10.2021
  • Provide Tier 1,2,3 & VIP support tickets and following proper escalation paths to correct teams
  • Managing the daily operations including work assignment - unassigned queue management
  • Provide onsite and remote support for Windows, Mac OSX, iOS, and Android platforms
  • Provide networking (WAN/LAN, Wi-Fi) and remote Access (VPN) support
  • Conference room and collaboration infrastructure support (WebEx & Teams)
  • Reimage & Deploy Lenovo Laptops (T490s & X14s) to New Hires weekly
  • Create, manage and update KBs weekly depending on existing or new issues.
  • Procure and maintain IT inventory and supplies via CDW

Desktop Support Engineer – Site Lead

UST-Global
Los Angeles, CA
04.2018 - 10.2021
  • Provided Support for both Tech Café (30min SLA), Deskside Support (3day SLA), Remote Support(5day SLA), and Deployment. Resulting on average to 60-80 Tickets a week for the San Francisco office.
  • Remotely presented New Hire Orientation (NHO) to the west coast every Monday to 50 -100+ new hires with standard applications, procedures and any IT related questions.
  • Averaged CSAT rating of 4.99 performance reviews by customers, resulting from over 500 surveys filled out after resolving 1,500 tickets over the course of 2 years.
  • Transitioned to the Adobe-Magento Satellite Site in Los Angeles, supporting 200+ users. Provided support for (Traveling)Tech Café, Deskside and Remote Support (Bomgar as primary application)
  • Spearheaded a project to help improve the efficiency of our team's day-to-day activities, including the enrollment of Airwatch applications by coordinating with teams in AMER, JPAC, INDIA and EMEA to record data of reimage, enrolled devices and downloaded application speeds.
  • Created 50+ detailed KB articles to help improve the accuracy of resolution for different software applications for internal and external teams.
  • A part of the Diversity & Inclusion Committee. Our committee is dedicated to cultivating an inclusive culture that encourages, supports, and celebrates our diversity. To foster the Adobe for All initiative. #AdobeforAll
  • Incident Commander (back up) Emergency Response Team (ERT). Part of a group who is prepared for and responds to any emergency incident, such as a natural disaster or an interruption of business operations.

Endpoint Service Engineer – Executive Support

VMware
Palo Alto, CA
07.2017 - 04.2018
  • Provided Tier I - lll Mac/PC support to 15,000 + employees, 200+ VIPS.
  • Resolved 40-50 Service Now tickets weekly during Oasis Bar shifts
  • Supported deployment for 2 weeks by configuring laptops for new hires, delivering systems to users, delivering back fill back-end ticket requests, and setting up workstations
  • Spearheaded a project to upgrade the efficiency of the log-in stations for lobbies, conducting research, identifying benefits and comparing solutions, and testing software. Successfully implemented Jolly Tracker 8.7 + Windows 10 to three primary locations on campus. Worked closely with other teams. e.g IT Applications, REW and Engineering groups
  • Assisted with a company acquisition for a company called Pivotal with 50+ employees. I was the point of contact for any I.T. related issues. Worked closely with deployment, networking and facilities.
  • Organized monthly team-building events for 20+ members of the Endpoint Service team, organizing various physical activity games attended by over 80% of team members

Education

Year Up - Network System Admin, IT Helpdesk, Professional Skills, Business Communications

Foothill College
San Francisco, CA
07.2017

Bachelor of Arts - Information Technologies

Southern New Hampshire University
Hooksett, NH

Skills

  • Technical support
  • Customer service
  • Desktop troubleshooting
  • Windows 8–11
  • MacOS
  • iOS and Android
  • MS365 Suite (Outlook, Excel, PowerPoint, OneDrive, Teams)
  • ServiceNow
  • VPN (eg, Cisco AnyConnect, Global Protect)
  • Two-Factor Authentication (eg, Duo, OKTA, Cisco VIP)
  • Encryption software (eg, BitLocker, EPO)
  • Team leadership

Accomplishments

  • Craig Fletcher - Cooks Community Service Award (Issued by Year Up · Jul 2017)
  • Core Values Award (Issued by Year Up · Oct 2016)

Timeline

IT Executive Support

Adobe Inc
03.2022 - Current

Service Delivery Lead (Desktop Support Manager)

Cognizant
10.2021 - 03.2022

Desktop Support Engineer

Cognizant
10.2020 - 10.2021

Desktop Support Engineer – Site Lead

UST-Global
04.2018 - 10.2021

Endpoint Service Engineer – Executive Support

VMware
07.2017 - 04.2018

Year Up - Network System Admin, IT Helpdesk, Professional Skills, Business Communications

Foothill College

Bachelor of Arts - Information Technologies

Southern New Hampshire University

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