Rowen Salem
Las Vegas,NV
Summary
IT professional with over a decade of experience in systems administration and support, specializing in performance optimization and security enhancement across diverse environments. Holds certifications in Microsoft technologies, CompTIA A+, Cybersecurity Analyst CySA+, and Cloud+, along with extensive knowledge servers, networks, Data backup, and operating systems. Proven ability to implement effective solutions that improve operational efficiency and safeguard critical data.
Overview
13
13
years of professional experience
1
1
Certification
Work History
L2 Desktop Support Engineer
Tata Consultancy Services – Toyota Financial Services Bank
06.2024 - Current
- Support VIP users remotely or in person
- Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
- Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.
- Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution
- Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged.
- Provided remote support via ticketing system, resolving user inquiries efficiently.
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of KB Articles
- Maintain good relationships with clients.
- Troubleshot hardware and software issues for end-users, ensuring minimal downtime.
Data Center Engineer
Nesco Resource – Switch Las Vegas – The Core Campus
10.2024 - 12.2024
- Racking/Stacking and install/de-install of Server Farm/Data Center Hardware
- Cabling
- Staging of Rails for future installs
- Build Outs
- Labeling and Auditing
- Part-time
- Managed data center operations, ensuring optimal performance and uptime for critical services.
- Led troubleshooting efforts for hardware and software issues, minimizing downtime and enhancing system reliability.
Deskside Analyst II
HCLTech – Toyota Financial Services Bank
04.2023 - 06.2024
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options.
- Use the ServiceNow to document and manage problems and work requests and their respective resolutions.
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Image, deploy, and maintain all IT devices including desktops, laptops, monitors, docking stations and desktop printers
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Support and troubleshooting A/V technologies, conference room. Microsoft Surface Hub, Logitech Tap for Microsoft Teams.
- Support VIP users that utilize MacBook Air and iPhone.
- Troubleshoot client software Okta and basic network connectivity problems remotely using Bomgar
- Identify, evaluate and prioritize customer problems and complaints
- Participate in on-going training and departmental development.
- Maintain quality standards for incident documentation and phone calls.
- Collaborate with other site and corporate IT staff in the resolution of issue
IT Operations Supervisor
Acciona Construction Philippines Inc. / Railways Project
11.2020 - 11.2022
- Responsible for monitoring the infrastructure of all internal IT systems.
- Responsible for creating and maintaining policies on the FortiGate 201F Firewall and restricted websites.
- Supervised daily operations to ensure compliance with safety standards and project timelines.
- Imaging new laptop and desktop computers with Acronis software.
- Coordinated scheduling and resource allocation for optimal workflow efficiency across project teams.
- Administration of end-user e-mail through Office365 and Exchange Admin Center. General creation and admin of e-mail accounts, mailbox delegation, mailbox conversation, Configuration O365 email of their mobile phones Android, iOS, and MDM policy.
- Installation and configuration of Point-to-Point Ubiquiti devices for internet extension.
- Installation and configuration of CCTV cameras for the main office and SITE offices.
- Implementation of Yealink SIP T46U VoIP Phone System.
- Implementation of OneDrive, SharePoint, Oracle backup, and SQL automatic backup DATABASE.
- Implementation and monitoring of Hyper-V for ORACLE Primavera P6 EPPM.
- Installing ERP software clients like VPN, SAP One, SEO NET, and other corporate applications.
- Install and set up the Logitech Video conferencing system camera.
- Maintain overall IT licenses, subscriptions, asset inventory, and service warranties.
- Upkeep and control IT policies, procedures, and related documents.
IT Supervisor
Pampanga’s Best Inc. – Food Manufacturing
07.2020 - 11.2020
- Overseeing the installation of systems, which include software and hardware.
- Performing tests and troubleshooting and quality assurance with the team.
- Monitors the performance, security, backup, and recovery of the network and data.
- Installs and maintains hardware and software, including server and desktop computers, databases, server operating systems, network cabling and equipment, and other communications equipment in offices
- Performs special projects and other related duties as assigned by IT Manager or IT Director
- Supervised IT infrastructure to ensure optimal performance and minimal downtime.
- Led team in implementing technology upgrades, enhancing system efficiency.
IT Support Engineer
GMR MEGAWIDE Construction JV, Inc. / Airport Project
07.2018 - 07.2020
- Responsible for Office 365 administering admin portal, exchange server and policy, creating email account mailbox, Microsoft office licensing, SharePoint, OneDrive, and troubleshooting.
- Responsible for Configuration of O365 email of their mobile phones Android, iOS, and MDM policy.
- Symantec endpoint protection administrator. Performing virus infection remediation, antivirus software updates, and security.
- Installation and configuration of Ubiquiti Networks UniFi AC Pro AP.
- Install security measures like endpoint protection and operate software to protect systems.
- Install and set up the Polycom RealPresence video conferencing system camera.
- Imaging new laptop and desktop computers with Acronis software.
- Installation and configuration of Ubiquiti UNIFI NANO Station M5 point to point.
- Perform backup and restore files using Q-sync NAS TVS 473 LINUX OS.
- Installed PTZ/CCTV cameras either Landside or Airside in the Airport.
- Maintenance and monitoring of desktop computers, networks, and systems.
- Set up and imaging desktop computers and install software for various applications and programs.
- Collaborate with vendors about computer hardware issues and warranties.
IT Specialist
Arriba Universal Inc. / Offshore Gaming Operator
01.2018 - 07.2018
NOC IT SUPPORT ENGINEER
Robinsons Land Corporation - Real Estate
05.2015 - 12.2017
IT SUPPORT
Globe Telecom Inc. - Telecommunication
05.2013 - 10.2014
IT Staff
PC Express - Computer Retail Store
08.2012 - 04.2013
Education
Bachelor of Science - Information Technology
University of The East
Metro Manila, Ph12-2011
Skills
- Office 365/Microsoft Server 2022 /Hyper-V/ VMware/SQL SERVER, Symantec & McAfee Administer / RADAR
- NAS TVS 473 Server/ PTZ Camera/ Storm shield, EDR, Cisco, Aruba Switch / FortiGate, pFsense Firewall/ EDR, DNS, GPO, DHCP Server / Windows 11, 10, 81, 8, 7, & Mac OS / Microsoft Surface Hub Conference
- Active Directory management
- Data backup and recovery
- System configuration
- Hardware diagnostics
- Network connectivity
- Configurations & Deployment
Certification
- CompTIA Cloud+ CV0-004 - Certified Cloud- 2025
- CompTIA CySA+ CS0- 003 Certified Cybersecurity Analyst- 2025
- CompTIA A+ Certified Core 1 & Core 2 - 2025
- Microsoft Certified Managing Modern Desktops 101
- Microsoft Certified Administering Windows Server 2012 r2
- Microsoft Certified Installing & Configuring Windows
Timeline
Data Center Engineer
Nesco Resource – Switch Las Vegas – The Core Campus
10.2024 - 12.2024
L2 Desktop Support Engineer
Tata Consultancy Services – Toyota Financial Services Bank
06.2024 - Current
Deskside Analyst II
HCLTech – Toyota Financial Services Bank
04.2023 - 06.2024
IT Operations Supervisor
Acciona Construction Philippines Inc. / Railways Project
11.2020 - 11.2022
IT Supervisor
Pampanga’s Best Inc. – Food Manufacturing
07.2020 - 11.2020
IT Support Engineer
GMR MEGAWIDE Construction JV, Inc. / Airport Project
07.2018 - 07.2020
IT Specialist
Arriba Universal Inc. / Offshore Gaming Operator
01.2018 - 07.2018
NOC IT SUPPORT ENGINEER
Robinsons Land Corporation - Real Estate
05.2015 - 12.2017
IT SUPPORT
Globe Telecom Inc. - Telecommunication
05.2013 - 10.2014
IT Staff
PC Express - Computer Retail Store
08.2012 - 04.2013
Bachelor of Science - Information Technology
University of The East