Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Edgar E Saranillo II

San Jose,USA

Summary

Experienced analytical support professional with a proven track record of resolving technical issues and ensuring smooth operations. Recognized for fostering effective collaboration and driving team success in fast-paced environments. Possesses critical thinking skills and adaptability essential for achieving consistent results.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Level 2 - IT Support Analyst

Wipro
03.2021 - Current
  • Company Overview: Client - Medtronic Medical device company
  • Interacts in-person, via telephone, email, IM, and web interface to assist users, based on ticketing systems.
  • Hand-on service customer Support Manufacturing support and R & D Engineers / including Sales user.
  • Physically set up the Cisco desk phone and patch the network cable to the switch server.
  • Managed asset inventory to ensure materials were available to submit every week. Records, tracks, and audits equipment using the established asset management system and processes, including asset recovery.
  • Support Hands and Feet to Console perform maintenance Decommission of the networks Firewall, routers, and access points. Network Engineer’s.
  • Remote my Laptop via Webex / MS Teams.
  • Process ordering Laptop hardware and accessories.
  • Process onboarding and off boarding users. / Process Legal Hold.
  • Computer hardware break/fix.
  • Set up the network printer on the user's computer.
  • Process e-waste old computers.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Join acquisition projects at the Menlo Park and Michigan sites.
  • Client - Medtronic Medical device company

L2 - Desktop Support Technician

XTime, Inc. / COX Automotive
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.

L2 -Distributed Infrastructure IT Support

Calpine Corporation
01.2018 - 12.2018
  • Provided technical support for Attorneys 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
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 user profile migration project.
  • For new Hire Deployed hardware desktop T3500 / T3600 flat monitor printers weighing 50 to 75 pounds.

Desktop Support Technician

PayPal
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, fixing 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
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
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 projects.

IT Support

Volunteer School of Blind
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 Domain.

L2 - Desktop Support / Help Desk

XML Innodata Knowledge Services Inc.
06.2000 - 04.2010
  • Company Overview: 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.
  • Company Overview: Philippines.

Education

Associate degree -

computer Tech

Skills

  • Customer service
  • Office 365 Application
  • Java
  • Adobe
  • Windows
  • MAC
  • Scanner
  • MFD / Zebra printer
  • POS printer
  • SCCM imaging
  • Windows Autopilot
  • Microsoft Azure
  • Active Directory
  • SCOUT Web Active Directory
  • OneDrive
  • Okta
  • Druva - Cloud data Back up
  • ServiceNow
  • Pulse Secure VPN / Global Protect
  • 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
  • SolidWorks
  • Mobile Device Management - MDM

Certification

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

Timeline

Level 2 - IT Support Analyst

Wipro
03.2021 - Current

L2 - Desktop Support Technician

XTime, Inc. / COX Automotive
01.2019 - 02.2020

L2 -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

L2 - Desktop Support / Help Desk

XML Innodata Knowledge Services Inc.
06.2000 - 04.2010

Associate degree -

computer Tech

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Edgar E Saranillo II