Summary
Overview
Work History
Education
Skills
References
Certification
Websites
References
Timeline
Generic

Edgar E Saranillo II

San Jose,CA

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.

Overview

24
24
years of professional experience
1
1
Certification

Work History

IT Support Analyst

Wipro / Medtronic Medical device company
Santa Clara, CA
03.2021 - Current
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked with cross-functional teams to achieve goals.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Managed inventory and supplies to ensure materials were available when needed.

Desktop Support Technician

Xtime, Inc. / COX Automotive
Redwood City, CA
01.2019 - 02.2020
  • Provided technical support to users regarding hardware, software and network related issues.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Troubleshot computer systems to identify and resolve operating system and application problems.
  • Assisted with the installation of new computers, peripherals and other IT-related equipment.
  • Configured user accounts in Active Directory for access to corporate resources.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Diagnosed network connectivity issues by troubleshooting LAN and WAN components.
  • Resolved customer service requests in a timely manner according to established SLAs.
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Distributed Infrastructure IT Support

Calpine Corporation
Dublin, CA
01.2018 - 12.2018
  • Provided technical support to end-users on a variety of computer software and hardware issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Installed, configured, tested, and maintained operating systems, application software, and system management tools.
  • Utilized the ticketing system ServiceNow to track the status of help desk tickets throughout the resolution process.
  • Implemented security measures to protect organizational data from unauthorized access.
  • Performed troubleshooting to diagnose and resolve complex technical problems.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Experience Cisco and MS Teams conference room.

Computer Field Analyst

PG&E
Richmond, CA
05.2016 - 12.2017
  • Experience Mobile Connect Devices: Getac, General Dynamics GD8000, GD8200, and Panasonic CF19 Toughbook.
  • Experience a multifunction device and POS printers.
  • Experience Break, Fix, Hardware.
  • application through the Run Advertised Program.
  • Experience migration projects for Windows XP, Windows 7, and Windows 10.
  • Provided support in the development of training materials related to field operations.
  • Experience Netop Remote Control and RDP, VNC, to assist customers when needed.
  • Experience the application of USMT tools used for the migration project.
  • For new Hire Deployed hardware desktop T3500 / T3600 flat monitor printers weighing 50 to 75 pounds.

Desktop Support Technician

PayPal
San Jose, CA
09.2014 - 04.2016
  • Assisted with the installation of new computers, peripherals and other IT-related equipment.
  • Configured user accounts in Active Directory for access to corporate resources, including unlocked resetting password.
  • Conducted training sessions for end users on basic use of software applications like MS Office Suite.
  • Resolved customer service requests in a timely manner according to established SLAs.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Experience break, fix Dell, and Mac devices.
  • Experience Office 2010 to Office 365.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Performed weekly maintenance of users' computer systems to keep hardware in good condition.
  • Deploy the desktop T550/T7810 for the new hire, set up the monitor, and printer.

Computer Field Analyst

PG&E
Hayward, CA
09.2012 - 07.2014
  • Experience Mobile Connect Devices: Getac, General Dynamics GD8000, GD8200, and Panasonic CF19 Toughbook.
  • Experience a multifunction device and POS printers.
  • Experience Break, Fix, Hardware.
  • application through the Run Advertised Program.
  • Experience migration projects for Windows XP, Windows 7, and Windows 10.
  • Provided support in the development of training materials related to field operations.
  • Experience Netop Remote Control and RDP, VNC, to assist customers when needed.
  • Experience the application of USMT tools used for the migration project.
  • For new hires, deployed hardware includes desktop T3500/T3600, flat monitors, and printers weighing 50 to 75 pounds.

Support Engineer Analyst

Applied Materials
Santa Clara, CA
04.2012 - 09.2012
  • Used Online Remedy Ticketing
  • Build Desktop and Image migration install Windows 7 / Windows XP
  • Install Applications MS office 2010, Acrobat Reader, Symantec MS Visio 2010, MS project 2011
  • Install Network Printers, Configured PC Join to Domain
  • Repair Toshiba, Lenovo hardware upgrading and install Mother board RAM, Video Card & AC power
  • Deploy New Laptop and collect old Laptop WIPE out OS / disposal old computer send to warehouse
  • Worked under strict deadlines and pressure on multiple user project

IT Support

Volunteer School of Blind
San Jose, CA
01.2012 - 02.2012
  • Old computer upgrade to New Computer Fresh install image on Dell Desktop & New HP Laptop
  • Math, Office 2010, Acrobat Reader, JAVA, SAV 10, Jaws Pro for windows, Zoom text v
  • 9, Kurzweil
  • Dragon pro, Tbird, Microsoft Project 2011
  • Configured Dell Network Printers
  • Upgraded Hardware and Software
  • Upgraded Windows and Symantec Anti- virus PC join to Domain

Desktop Support / Help Desk

XML Innodata Knowledge Services Inc.
, Philippines
06.2000 - 04.2010
  • Company Overview: Philippines.
  • Provided Level II remote and desktop support in a large-scale, user-based environment 24/7.
  • Responded to end users' requests involving computing or network problems.
  • Provided desktop and remote support in Windows 2000, Windows XP, and Windows 7, as well as Thin Client PCs.
  • Supported and troubleshot applications, network connectivity, printers, hardware (Intel motherboard), and.
  • Software issues for PCs and laptops.
  • Lifting and installing printers, scanners, UPS, and servers for relocation.
  • Built PCs as needed (online ticketing HP OpenView). Customer service provided documentation and.
  • Process flow to assist in first-call resolution for desktop hardware, software, LAN, email, and Internet.
  • Administrative computing-related problems.
  • Worked on projects including refreshes or upgrades: Windows 2000, Windows XP, and Windows 7.
  • Cloning using GHOST.
  • Supported applications, including the migration of Microsoft Office 2003, 2007, and 2010.
  • Supported Active Directory, including password resets.
  • Supported virus issues, virus and spyware removals, and anti-virus software.
  • Heavy lifting of Likom DTS monitors and flat-screen computers, printers, and scanners weighing as much.
  • As 75 pounds, Utility and Inventory, Barcode, all Shipping and Receiving, Computer Peripherals.
  • Philippines

Education

Associate degree -

Skills

  • Customer service
  • Office 365 Application
  • Java
  • Adobe
  • Windows
  • MAC
  • Scanner
  • MFD printer
  • POS printer
  • SCCM imaging
  • Microsoft Azure
  • Active Directory
  • SCOUT Web Active Directory
  • OneDrive
  • Okta
  • Druva
  • Network Support
  • ServiceNow
  • Pulse Secure VPN
  • Intune Auto-Pilot device
  • Nexthink
  • Hardware support
  • Internal technical communications
  • Remote support
  • Incident management
  • Application support
  • Network troubleshooting
  • System standards documentation
  • Technical assistance
  • Troubleshooting and Diagnostics
  • Software troubleshooting
  • AV technical support
  • Google drive
  • Multitasking Abilities

References

Scott Willingham, PayPal IT Supervisor, 4084107805

Certification

  • A+
  • MCP
  • CPR Medic First Aid Certified
  • Nexthink Associate Certified

References

References available upon request.

Timeline

IT Support Analyst

Wipro / Medtronic Medical device company
03.2021 - Current

Desktop Support Technician

Xtime, Inc. / COX Automotive
01.2019 - 02.2020

Distributed Infrastructure IT Support

Calpine Corporation
01.2018 - 12.2018

Computer Field Analyst

PG&E
05.2016 - 12.2017

Desktop Support Technician

PayPal
09.2014 - 04.2016

Computer Field Analyst

PG&E
09.2012 - 07.2014

Support Engineer Analyst

Applied Materials
04.2012 - 09.2012

IT Support

Volunteer School of Blind
01.2012 - 02.2012

Desktop Support / Help Desk

XML Innodata Knowledge Services Inc.
06.2000 - 04.2010

Associate degree -

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Edgar E Saranillo II