Support Engineer
Ateca Consulting
Total years of experience :10 years, 9 Months
Support Engineer at Computer Arabia’s Dell EMC Project at Ministry of Commerce and Industry
(November - Present)
• Reimage Desktop, Laptop or AIO PC through USB or PXE image
• Generate LAPS (Local Administrator Password Solution)
• Connect active switch port to end user’s patch panel port.
• Ensure all tickets are closed with internal approved SLA
• Installation, configuration and troubleshooting all hardware, Software, and network printers.
• Assist & maintain Wired LAN and Wireless networks
• Provide support to user with business applications (MS Office 365, Adobe, MS Teams, MS One Drive, AntiVirus)
• Manage Microsoft System Centre Configuration Manager (SCCM)
• Ensure IT resources are appropriate available, utilized and stored.
• Responsible to co-ordinate with other entities for setting up the virtual meetings
• Evaluate and understand new products for training purposes
• Provide support, guidance, and assistance to Technical Support Engineers
• Ensure all procedures are implemented and provide reports where/when required.
Junior System Administrator at AL-QAMRA and subsidiaries (QAFAM, First Travel, QLP, and RGS)
(April 2021 - Present)
• Hardware and Software installation and configuration of end-users' Desktop/AIO, Laptop, and IP Phones.
• Set up and configure new computers for deployment.
• Overseeing system performance and troubleshooting issues
• Ensure that all IT assets information are properly documented and updated.
• Respond on Incident/Service Requests as per the Service Level Agreement (SLA).
• Manage MS Teams, SharePoint, Microsoft Office 365 admin center users and groups.
• Perform Active Directory services users’ account setup, groups and OU.
• Ensure CCTVs are having regular backups in iVMS.
• Set up users’ RFID for access doors and printer
• Synchronize Active Directory users in Print Management Software, PaperCut.
• FortiClient VPN setup and configurations.
• SAP GUI installation, configuration and troubleshooting
• Guarantee network security and connectivity best practices.
• Video Conference setup (Zoom, Webex, and Teams).
• Provide technical information, guidance and instruction to users.
• Install, configure and troubleshoot WiFi devices
Primary Health Care Corporation Project
CMMS Supervisor
• Prepare CM/PPM weekly Dashboards.
• Daily, Weekly, and Monthly CM and PPM reports according to the project requirement.
• KPI (Key Performance Indicator).
• Escalate critical issues to concerned Engineering staff.
• Supervise Help desks’ updates in the system and amend necessary errors.
• Gather asset updates (New asset registration, Transfer, and for condemnation)
• EAM - Enterprise Asset Management System daily monitoring of data.
• Organizing workflow and ensuring that employees understand their duties or delegated tasks.
• Monitoring team’s productivity and providing feedback
• CM/PPM preparation, distribution, compilation and submission.
• Preparation of team roster and timesheet.
Primary Health Care Corporation Project
CMMS Helpdesk (December 2017 - June 2019)
• Focal point of engineering facility maintenance issues and respond to queries for information.
• Oracle EAM (Enterprise Asset management system).
• Receive call and record all facilities maintenance work requests in EAM with proper information.
• Coordinate any maintenance work orders to the concerned staff thru mail or phone
• Check and provide CM/PPM status of work order as per end user requirement.
• Update work order details information in the system.
• Encode all necessary information in EAM.
• Update the CM/PPM requests if needed and close once completed onsite.
HP - Coke Project (Coca-Cola FEMSA Philippines) Project
Technical Helpdesk Engineer/Service Desk
● Technical support to end-users thru Phone, Remote(SCCM, RDP, MSRA), Email, and on-site if needed.
● Troubleshoot Desktop, Laptop and Network printer.
● Respond on Incident/Service Requests as per the Service Level Agreement (SLA).
● Microsoft Office 365: Outlook, Skype for Business, OneDrive and other MS applications.
● RSA SecurID Management console basic administration /VPN(Sync, Distribute, and etc).
● SAP GUI error configuration and troubleshooting.
● Cisco and Avaya phone basic troubleshooting.
● Active Directory services (Reset, Unlock, Delete hostname and etc.).
● Internet and Intranet portal access system error first contact.
● Video Conference Basic setup (CiscoTelePresence System, Webex, and Blue Jeans).
● Provide technical information, guidance and instruction to users.
● Verify or check network link status in Monitoring.
● Earned “Certificate of Recognition - 2016” for exemplary execution of project roles and responsibilities.
● Troubleshooting of Computer related hardware or software.
● Installation of software programs, updates, anti-virus, games and hardware.
● Provides monthly defragging, cleaning to all the units in the shop.
● Assemble PC Units and best combination of compatibility Peripherals.
● Maintenance of all hardware components (Desktop, Laptop, Printers etc.).
Bachelor of Science in Computer Engineering