Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
QUALIFICATION SUMMARY
Languages
Timeline
Generic
RAFAELITO RALPH OGACO

RAFAELITO RALPH OGACO

AMERICAN CANYON,CA

Summary

To secure a responsible position, utilizing my leadership qualities. Self-motivation, skills and experience to the best of my ability.

Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Knowledgeable [Desired Position] with solid background in technical support engineering. Proven success in diagnosing, troubleshooting, and resolving complex technical issues efficiently. Demonstrated expertise in customer service and problem-solving, ensuring seamless user experiences.

Overview

23
23
years of professional experience
1
1
Certification

Work History

CCTV and Public Address Technical Support Engineer

Robert Bosch Inc.
03.2017 - 05.2025
  • Provide Technical Support for Bosch Video System, Public Address & Conference products and technical support request by customer in the local country.
  • Provide Bosch Video System, Public Address & Conference solution training to the customer.
  • Provide pre-sales support to customer, Bosch Sales team, SBV and MKR including:
  • Conduct training (internal parties, partners & end user).
  • Demonstration Support
  • Conducting seminars
  • Produce application notes, technical tips if required, etc.
  • Produce training material for classroom as well as online training.
  • Provide support to partners and customer during the acquisition phase of large and complex projects.
  • Provide after sales support to partners and customers.
  • Identify knowledge gap of partners and purpose remedial actions.
  • Identify knowledge gap of partners and propose actions with aim to improve project success rate.
  • Assist the facilitation & execution of program in Asia Pacific Region training academy.
  • Monitor and provide updated information to RSO about competition and their implication on our products.
  • Liaise between local team and colleagues in Region Sales office to provide support in integration projects.
  • Department: Security System (ST/SPH)

IT/ Product Manager – CCTV/Access Control

ACCESS Inc.
09.2015 - 03.2017
  • Provide Technical Assistant
  • Manage Technical assistance in Auxiliary System Projects
  • Configure and setting-up Auxiliary System
  • Can configure and operate CCTV products like: American Dynamics (Intellex), Axxon Next (VMS) and DVTEL (Latitude NVMS) and more.
  • Able to diagnose application errors and network connectivity problems and implement solutions.
  • Responsible for troubleshooting and evaluating level 1 to 3 hardware, software and networking issues.
  • Evaluates application software in terms of compatibility with existing system flow and procedures, cost, maintenance concerns and over-all operations.
  • Can operate & troubleshoot Vista, XP, W2K, Outlook, VLAN, switches, PC workstations, Laptops end users.
  • Hardware, software, LAN, virus and spyware prevention and removal. Unlock and create user accounts, map network drives, add peripherals.
  • Department: Engineering
  • Achievements and other specific contribution:
  • Projects:
  • Robinsons Tera Tower – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support
  • (MDC) Bonifacio Stopover – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support
  • (MDC) West Super Block – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support
  • Oceanway Residence 1 Cluster A & C (Boracay) – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support
  • Fairways and Bluewater Villa 6, 7 & 8 (Boracay) – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support
  • The Belmont & Savoy Hotel (Boracay) – Auxiliary System
  • Technical Support.
  • GMG Security System
  • Testing and Commissioning.
  • Ongoing technical support

Technical Support Supervisor – CCTV / I.T.

TOTAL INNOVATIVE SECURITY SOLUTIONS INC. (formerly TYCO)
09.2008 - 08.2015
  • Update server packages and security patches regularly facilities.
  • Provide Technical Assistant
  • Supervisor Job in CCTV Projects
  • Configure and setting-up of CCTV IP Cameras.
  • Can configure and operate CCTV products like: American Dynamics (Intellex), Axxon Next (VMS) and DVTEL (Latitude NVMS) and more.
  • Able to diagnose application errors and network connectivity problems and implement solutions.
  • Responsible for troubleshooting and evaluating level 1 to 3 hardware, software and networking issues.
  • Maintained and upgraded the computers.
  • Evaluates application software in terms of compatibility with existing system flow and procedures, cost, maintenance concerns and over-all operations.
  • Can operate & troubleshoot Vista, XP, W2K, Outlook, VLAN, switches, PC workstations, Laptops end users.
  • Hardware, software, LAN, virus and spyware prevention and removal. Unlock and create user accounts, map network drives, add peripherals.
  • Maintained network system.
  • Added local and network printers. Added shared drives to user’s roaming profiles and installed legacy peripherals (plotters, scanners, PDA’s).
  • Department: Operation/I.T.
  • Achievements and other specific contribution:
  • Projects:
  • Stream, consist of seven (7) sites – Nov. 2008 Feb. 2009
  • Project In Charge at Libis Site.
  • DVTEL System for all Stream sites.
  • Testing and Commissioning of DVTEL System.
  • Ongoing technical support
  • Banko Sentral Ng Pilipinas (Legaspi City Branch) - June 3,2010 – Mar. 22, 2011
  • Project in Charge of the project. Install CCTV and Access Devices.
  • Integration of CCTV and Access Control System.
  • Testing and Commissioning of Access and CCTV System.
  • Convergys Baguio City – Apr. 6, 2011 – September ‘2011
  • Project in Charge of the project. Cable Pulling and Installing CCTV and Access Devices.
  • Louis Vuitton Makati City – July – October – 2011
  • Project in Charge of the project. Install CCTV, Access Control and Intrusion Devices.
  • Configured and install IP Camera, total of 65 IP camera.
  • Testing and Commissioning of Access and CCTV System.
  • Technical Support:
  • Technical support for the following clients:
  • Stream sites. Using DVTEL System.
  • Fairways and Bluewater (Boracay) – Axxon Next CCTV System
  • Sta. Lucia Mall - Axxon Next CCTV System
  • A-Place Building - Axxon Next CCTV System
  • Century City Projects (Knights Bridge, Azure and Centuria) - Axxon Next CCTV System and Kantech Access Control.
  • Shangri-La Plaza Corp - American Dynamics CCTV System
  • HSBC – March Network CCTV System
  • Technical Support for American Dynamic and CCURE products.

Information Technology Officer II

ROAD BOARD (Office of the Chairman)
07.2007 - 09.2008
  • Conducts file maintenance (Back up ENGAS,DTS, PMIMS etc.)
  • Ensures adequate inventory of network supplies
  • Update server packages and security patches regularly facilities.
  • Provide Technical Assistant
  • Supervisor Job
  • Able to diagnose application errors and network connectivity problems and implement solutions.
  • Responsible for troubleshooting and evaluating level 1& 2 hardware, software and networking issues.
  • Maintained and upgraded the computers.
  • Evaluates application software in terms of compatibility with existing system flow and procedures, cost, maintenance concerns and over-all operations of the Road Board Secretariat.
  • Performs other related tasks that may be assigned by the Executive Director or his/her duly authorized representative.
  • Department: MIS Section (Management Information System)

ITFS (Information Technology Field Support)

KAISER PERMANENTE (Hospital)
08.2005 - 06.2007
  • 3rd level hardware, software. We build PC using SMART & SAT TOOLS.
  • Supported 6,000 plus client, 4,000 plus desktop and laptop in five (5) facilities.
  • Supported Health Connect UPLIFT.
  • Can operate & troubleshoot Vista, XP, W2K, Outlook, VLAN, switches, PC workstations, Laptops end users.
  • LAN/WAN, technical support, troubleshooting, Tivoli.
  • Troubleshoot, install, configure and upgrade printers.
  • LAN connectivity, IT ticketing (Remedy), Health Connect, Office Suite, protocols, LAN connectivity, TCP/IP, network architecture, desktop support, Citrix, Lotus Notes, Remedy, clusters, backup Veritas, Backup Exec
  • Add, move, and change activities up to physical set up of end user computing equipment, image loading and testing of new equipment and migrating end user data from old PC to new PC.
  • Hardware, software, LAN, virus and spy ware prevention and removal. Unlock and create user accounts, map network drives, add peripherals.
  • Maintained network system.
  • Added local and network printers. Added shared drives to user’s roaming profiles and installed legacy peripherals (plotters, scanners, PDA’s).

Computer Technician / Technical Support

ARC POMEROY IT SOLUTIONS CO.
06.2005 - 08.2005
  • 1st – 2nd level hardware, software support for various clients such as IBM, Fireman’s Fund & Morgan Stanley
  • Set up, maintain and troubleshoot software, hardware and TCP/IP networks; repair desktops, laptops and peripherals.
  • Provide support and instruction to end users.
  • Advise clients as to which solutions best meet their needs and how to best implement those solutions.
  • Provide other services as requested.
  • Department: IT Department

Computer Technician / Technical Support

DATA DAY COMPUTERS
01.2005 - 08.2005
  • Troubleshooting, Repairing & Assembling of Computers
  • Setting up a wireless & wired network.
  • 1st – 3rd level hardware, software, LAN, virus and spy ware prevention and removal. Unlock and create user accounts, map network drives, add peripherals.
  • Install, maintain small to medium networks including home and small business. Troubleshoot installation, connectivity and application issues.
  • Train end users and answer questions pertaining to the use of applications.
  • Able to diagnose application errors and network connectivity problems and implement solutions.

Computer Programmer / Computer Technician

VARGAS ENTERPRISE
12.2004 - 01.2005
  • Maintained and upgraded the computers.
  • Set-up a wireless network.
  • I made a database program such as monitoring of sales, payroll & inventory some clerical works.
  • Responsible for troubleshooting and evaluating level 1st – 3rd hardware, software and networking issues before escalating to higher level support.

Purchasing/Inventory Custodian

MCKENZIE DISTRIBUTION CO.
01.2003 - 11.2004
  • I made a database program such as: monitoring of vehicle maintenance, inventory office forms & purchase order.
  • Monitoring of supplies and assets of the company.
  • Purchase request items.

Computer Programmer / Computer Technician

VALLEJO NURSING SCHOOL
05.2002 - 11.2002
  • Responsible for troubleshooting and evaluating level 1 & 2 hardware, software and networking issues before escalating to higher level support.
  • Maintained and upgraded the computers.
  • Set-up a wireless network.
  • I made a database program such as: student profile, invoicing & inventory encoded office expenses in QuickBooks
  • Some clerical works.

Education

BS - Computer Science

Trinity College of Quezon City
Philippines
06-1991

Skills

  • Languages & Software
  • Lotus SmartSuite Approach Database, Microsoft Office 97, 2000, XP,2003,2007,2010,2013, 2016 Norton Utilities, Symantec Corporate & QuickBooks, SAT Tools, (Software Application Tools), SMART (Systematic Migration Tools), DVTEL & Axxon Next Applications
  • Operating System
  • Windows 10 & 11
  • Technical support
  • Hardware configuration
  • System troubleshooting
  • Customer support
  • Technical documentation
  • Software installation
  • Teamwork and collaboration
  • Customer relationship management
  • Technical expertise
  • Project management
  • Product knowledge
  • Customer service
  • Backup and recovery
  • Application installations
  • Training and mentoring
  • Remote support
  • Remote diagnostics
  • Network operational enhancements
  • System configuration changing
  • Personnel training
  • Employee training
  • User training
  • Hardware upgrades
  • Hardware integration
  • Ticket management
  • Network engineering
  • Mobile device management
  • Network troubleshooting
  • Problem resolution
  • Email communication
  • Network configuration
  • Wireless networking
  • Hardware troubleshooting
  • Windows OS support
  • Technical troubleshooting

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Achieved [Result] through effectively helping with [Task].
  • Supervised team of [Number] staff members.
  • Documented and resolved [Issue] which led to [Results].
  • Collaborated with team of [Number] in the development of [Project name].

Certification

  • Bosch Video IP Cameras Technical Expert (Robert Bosch, Singapore)
  • Bosch Video IP Recording Technical Expert (Robert Bosch, Singapore)
  • Bosch Video Analysis Technical Expert (Robert Bosch, Singapore)
  • BOSCH Intrusion Systems Panel Technical (Robert Bosch, Singapore)
  • Video Management System Axxon Certified Professional (Thailand)
  • Bosch PRAESENSA Technical Master Certification
  • Bosch Dicentis Master Certification

QUALIFICATION SUMMARY

  • Fast learner with a side range of practical skills good communication, organizational and interpersonal skills.
  • Provide high level administrative support.
  • Proven track record of performance with little or no supervision
  • Able to work independently and as part of a team.
  • Detailed oriented, fast learner and willing to enhance skills
  • Knowledge of all Microsoft desktop software. Operating system and applications.
  • Can work as part of a team or as team leader.

Languages

English
Full Professional

Timeline

CCTV and Public Address Technical Support Engineer

Robert Bosch Inc.
03.2017 - 05.2025

IT/ Product Manager – CCTV/Access Control

ACCESS Inc.
09.2015 - 03.2017

Technical Support Supervisor – CCTV / I.T.

TOTAL INNOVATIVE SECURITY SOLUTIONS INC. (formerly TYCO)
09.2008 - 08.2015

Information Technology Officer II

ROAD BOARD (Office of the Chairman)
07.2007 - 09.2008

ITFS (Information Technology Field Support)

KAISER PERMANENTE (Hospital)
08.2005 - 06.2007

Computer Technician / Technical Support

ARC POMEROY IT SOLUTIONS CO.
06.2005 - 08.2005

Computer Technician / Technical Support

DATA DAY COMPUTERS
01.2005 - 08.2005

Computer Programmer / Computer Technician

VARGAS ENTERPRISE
12.2004 - 01.2005

Purchasing/Inventory Custodian

MCKENZIE DISTRIBUTION CO.
01.2003 - 11.2004

Computer Programmer / Computer Technician

VALLEJO NURSING SCHOOL
05.2002 - 11.2002

BS - Computer Science

Trinity College of Quezon City

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