Amador Mauricio Jr
IT Support Engineer
Richmond,VA
Summary
Contributing to the symbolic growth of the organization with my technical, innovative and logical skills. JOB ROLE : IT SERVICE DESK Incident/Service request/Problem management Receive and record technical and/or application support calls from end user Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with escalation processes. Maintain overall ownership of user’s issue & Provide initial assessment of urgency and business impact on all support call
Energetic Field Service Engineer with 5-year background performing HP and Lenovo repairs, installations and troubleshooting. Committed to providing optimum service support through phone and personal visits. Proficient in investigating and troubleshooting common problems and providing efficient, courteous and professional repair services.
Overview
12
12
years of professional experience
Work History
IT Field Support Engineer
Jumbo Electronics LLC
04.2016 - 02.2022
- Walked clients and internal staff through troubleshooting steps to resolve common software issues.
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Managed maintenance data records and tracked operating information for onsite reference.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components. (HP and Lenovo Computers)
- Updated and maintained assigned machines per manufacturer specifications.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies.
- Monitored work performance and quality to maintain standards.
- Performed onsite installation, modification and maintenance of systems and equipment.
IT Field Support Engineer
Etihad
01.2016 - 01.2017
- Basic troubleshooting, installation, maintenance and repair on designated equipment
- Troubleshoot any problems the customers are having
- Evaluate products accurately for maintenance, warranty, upgrades and other purposes
- Understand customer requirements and accordingly recommend the right products or services
- Installation of Operating System and Software’s
- Experienced sing diff kinds of ticketings tools
- Service now (6 months exp Closing and creating incident tickets) Manage Engine (5 Years) IBM ICD Ticketing tools (5 Years) and Microsoft Dynamics 365 (2 Years)
- Troubleshooting for Software’s and Hardware’s
- Java Installation and troubleshooting
- End User Supporting and Maintenance
- Perform all on-site activities related to installation, repair, management and maintenance
- Understand technical problems effectively through proper analysis, evaluation and diagnoses
- Build positive relationships with customers by providing outstanding and excellent service
- Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements(SLA)
- Address high priority operational/production issues and ensure SLA’s are met
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
- Responsible for the support of hardware and software (Windows) for devices and applications from Servers, Desktops and Laptops
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
- Troubleshooting system and network problems, diagnosing and solving hardware/software faults.
Desktop Support
Madaluyong
06.2014 - 07.2015
- Directory User
- First level of escalation for SD
- Sending Critical incident/ Scheduled Maintenance notifications to end users
- Continuous Service improvement initiatives relating to Processes and Workflows
- Be a positive role model for the team
- Deliver L1 and L2 IT support service via the Service Desk
- Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements(SLA)
- Responsible for the support of Hardware (Windows) – Servers, Desktop, Laptops, Tablets, IP Phones, Printers and other peripherals as well as Software/Applications
- Service desk tools used – ICD (IBM Control Desk), Manage Engine Service Desk,
- Accenture – IT Remote, Connect and communicate with clients using online and/or phone portals
- Recommend appropriate solutions based on the client's description of the situation and Agent's diagnosis
- Perform upgrades, repairs and applicable installations using phone, online chat, and/or remote desktop software
- Diagnose operating system problems, repair all issues and remove malware as defined by scopes of work
- Perform network setup and troubleshooting services
- Use excellent verbal and written skills to understand client needs and explain services
- Recommend upgrades that are appropriate and applicable to the client's needs or desire
- Maintain a flexible schedule and work load
- Display a high degree of professionalism, courtesy and client service throughout all client
Computer Engineer
Al Hanaie Computers LLC, Quiyada
Dubai
08.2013 - 02.2014
- Perform technical troubleshooting, problem analyst and provide high quality solutions to technical issues
- PC Hardware problem isolation, resolution and reporting
- Providing the finest solution and end user support to our clients
- PC Hardware Installation, upgrades w/ additions & changes
- Resolves customer concerns and maintains customer satisfaction
- Provides assistance in handling customers technical requirements
- Installation of CCTV (Installing and reconfiguration)
- Project VISA
VISA Remote Desktop Support Specialist
Accenture, Madaluyong, JUMP
09.2012 - 04.2013
- Installation of Standard Operating System of VISA, update/upgrade software, applications and other patches
- System and application PC problem
- PC Hardware problem isolation, resolution and reporting
- PC Hardware transfer, additions & changes
- 2nd – level problem analysis & resolution
- Coordinate with Helpdesk to ensure appropriate monitoring and handling of computer system issues
- Responds to escalations, tickets and alerts from the Helpdesk
- Worked-out problems of users thru phone and by remote access tools such as remote desktop connection
- Responsible of Troubleshooting MS Outlook
- Responsible for monitoring of Incident tickets
- Project
Remote Desktop Support Specialist / Service Engineer
PeoplePlus Tech / Accenture
Makati City
06.2011 - 08.2012
- Best Buy Geek Squad)
- Communicates with store(s) on unit escalations and problem resolution
- Completes Technical log for every unit that is worked on
- Research Technical Problem and workarounds
- Attends/completes team/self-training sessions to further technical knowledge and skill
- Identifies and handles customer inquiries
- Resolves customer concerns and maintains customer satisfaction
- Provides assistance in handling customers technical requirements (e.g.,
- Troubleshooting of DSL connection, routers, connectivity issues)
- Support includes specifications, installation and testing of computer
- Systems and peripherals within established guidelines
Remote Desktop Support Engineer / Service Engineer
Computer Specialist, Inc
Ayala Makati City
01.2011 - 05.2011
- System and application PC problem
- PC Hardware problem isolation, resolution and reporting
- PC Hardware transfer, additions & changes
- First – level problem analysis & resolution
- Providing the finest solution and end user support to our clients
- Citibank Tower Makati/PBcom Tower
- Calls Global clients to resolve problem their problem within the 30minute time limit
- Perform first level technical troubleshooting, problem analyst and provide high quality solutions to technical issues
- Fix user problem such us internet explorer, ms outlook ms office, win zip, flash/java, media player, VPN, VMware and remote access, vista thin clients, DSI issues and other Citibank applications
- Configuring network printer and other Citibank applications thru remote access VNC, Communicator, Citrix and Live Meeting
- Escalate complex technical issues with the relevant troubleshooting results to 2nd level engineers and to the other resolver groups
- Isolates and works out user problems through phone and by remote access tools
- Solves software and hardware problems of the user by attending to their tickets with a duly assigned ticket generated application, Virtual Tech – Ticket Monitoring System
Desktop Support Engineer, Personal Computer Specialist
Citigroup
Legaspi, Makati City
09.2009 - 12.2010
- Installation of Standard Operating System of Citibank, update/upgrade software, applications and other patches
- May perform variety of administrative support functions such as back up and restoration of data
- Troubleshoot any kind of applications related to CALL CENTER such as NICE, CMS, RTA and soft Phones
- Worked-out problems of users thru phone and by remote access tools such as remote desktop connection, net meeting and VNC
- Visit and Provide technical Support to PC/LAN, assesses problems, troubleshoots and works to resolve or coordinate resolution of problems
- Coordinate with Helpdesk to ensure appropriate monitoring and handling of computer system issues
- Responds to escalations, tickets and alerts from the Helpdesk
- Migration and testing to different domains
- Monitors the capacity, utilization, and workload and service level of computer systems
- Recommends necessary upgrade and maintenance of computer systems
- Fax transmittal sheet for backup server
- Process gate pass and work permit
- Responsible of Troubleshooting MS Outlook and joining them to APAC Domain
- Responsible for joining old and new PC on the Asia Pacific Domain
- Responsible for monitoring of VT (Virtual Tickets) and VR (Virtual Request)
- Performs PC troubleshooting and new PC setup
- PC Sweep – Software and Hardware Inventory
- Security Policy Check and Implementation of Company Standards to upgrade the database.
Education
Cisco ID No: CSCO12813521 Information Technology Infrastructure Library Certified (ITILv3) -
DOB - undefined
Cisco Certified Network Associate (CCNA) -
Bachelor of Science - Information Technology
University of The East
2219 Recto Ave, Sampaloc, Manila, 1008 Metro Manil 12.2008 - 12.2008
Skills
Microsoft Office, Outlook Express, Windows Live Email , MS Visio, Outlook Web Access-OWA )undefined
Timeline
IT Field Support Engineer
Jumbo Electronics LLC
04.2016 - 02.2022
IT Field Support Engineer
Etihad
01.2016 - 01.2017
Desktop Support
Madaluyong
06.2014 - 07.2015
Computer Engineer
Al Hanaie Computers LLC, Quiyada
08.2013 - 02.2014
VISA Remote Desktop Support Specialist
Accenture, Madaluyong, JUMP
09.2012 - 04.2013
Remote Desktop Support Specialist / Service Engineer
PeoplePlus Tech / Accenture
06.2011 - 08.2012
Remote Desktop Support Engineer / Service Engineer
Computer Specialist, Inc
01.2011 - 05.2011
Desktop Support Engineer, Personal Computer Specialist
Citigroup
09.2009 - 12.2010
Bachelor of Science - Information Technology
University of The East
12.2008 - 12.2008
Cisco ID No: CSCO12813521 Information Technology Infrastructure Library Certified (ITILv3) -
DOB - undefined
Cisco Certified Network Associate (CCNA) -
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