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Essen Niño Velasco, Field Support Engineer

Essen Niño Velasco

Field Support Engineer·Cleveland Clinic Abu Dhabi

United Arab Emirates

Bachelor's degree, Electronics Engineering

Work experience

Total years of experience: 10 years, 0 months

Field Support Engineer

April 2022 - Present

Cleveland Clinic Abu Dhabi

Abu Dhabi, United Arab Emirates

April 2022 - Present

o Contracted by Core 42
o Support and troubleshoot an elaborate VDI environment from an end user perspective.
o Provide technical support for users within agreed SLAs; troubleshooting issues related to hardware, software, email, internet access, and networking.
o Managing user accounts and permissions (Active Directory)
o Configuration of network ports under designated VLANs (Cisco Switches)
o Worked and lead 2 major projects. (Windows Upgrade, Zebra Printer Deployment and Configuration)

Company industry:
Other Healthcare Services
Job role:
Information Technology

Data Center Engineer

April 2019 - March 2022

Al Yah Satellite Communications

Abu Dhabi, United Arab Emirates

April 2019 - March 2022

o Contracted by Core 42
o Participate in the installation, monitoring, maintenance, support, break/fix, and optimization of all production server hardware and software.
o Provide onsite technical support and assistance, running hardware diagnostics and replacing failing parts in a timely manner.
o Involvement in planning and commissioning new rack positions as well as the design and commissioning of new whitespaces. Installing, monitoring and performing on-going maintenance on servers and network equipment. (Cisco, HP, Dell)
o Upgrading internal system components, including CPUs, memory, hard drives, and network cables.

Company industry:
Telecommunications
Job role:
Information Technology

System Administrator

April 2017 - January 2019

DXC Technology

Taguig, Philippines

April 2017 - January 2019

o Provides operations and maintenance support for Linux and Windows virtualized systems (Hyper-V / VMWare)
o SUSE, RHEL, HP-UX, Windows Server
o Troubleshoot and resolve OS related incidents. Performs immediate troubleshooting on critical incidents to prevent major service interruption from customer’s end.
o Coordinates with other support teams in resolving database, storage and network issues.
o Handles hardware failure detected from OS level. Worked with Datacenter Engineers in replacing the failed hardware and perform health check.
o Worked on software and VMware cases for issues not related to hardware.
o Implements change requests and configure changes on the server.
o Handles user-accounts related requests
o Document known errors, workarounds and resolution plans.
o Communicates with customer on incidents and change request to have a better understanding of the issue and gain agreement on incident closure once issue has been resolved.

Company industry:
IT Services
Job role:
Information Technology

Linux System Administrator

April 2016 - April 2017

Hewlett Packard Enterprise - Philippines

Taguig, Philippines

April 2016 - April 2017

o Worked as a Level 1 Unix support, mainly responsible in monitoring incidents via HP ticketing tool and following SLA and keep the metrics in green status.
o Handles incidents on a 24/7 setup.
o Responsible in raising hardware calls when hardware failures are detected on OS level.
o Responsible in maintaining file system’s threshold, normal server performance.
o Coordinates with various support groups (Wintel, Network, Storage and Backup, Database) to expedite incident resolution.
o Provide weekly report on misrouted tickets to correct tool and improve resolution metrics.
o Document recurring incidents that are candidate for Problem record and assists on investigation with the team’s Problem Management SPOC.
o Participate in Knowledge Transfer with new team members.
o Document known errors and create work instructions.

Company industry:
IT Services
Job role:
Information Technology

Education

University of Santo Tomas

May 2015

May 2015

Bachelor's degree, Electronics Engineering

Philippines

Skills

Operating Systems
Expert
Operating Systems
Expert
Virtualization
Expert
Virtualization
Expert
IT Technical Support
Expert
IT Technical Support
Expert
System Administration
Expert
System Administration
Expert
Linux
Expert
Linux
Expert
Communication
Expert
Communication
Expert
Linux
Intermediate
Linux
Intermediate
Customer Relations
Intermediate
Customer Relations
Intermediate
Incident Management
Expert
Incident Management
Expert
ITIL
Intermediate
ITIL
Intermediate
Networking
Intermediate
Networking
Intermediate
System Administation
Expert
System Administation
Expert
IT Support
Expert
IT Support
Expert
Change Management
Intermediate
Change Management
Intermediate
Shell Scripting
Beginner
Shell Scripting
Beginner
Virtualization
Intermediate
Virtualization
Intermediate
Operating Systems
Intermediate
Operating Systems
Intermediate

Languages

English

Expert

Filipino

Native Speaker

Memberships

Institute of Electronics Engineer of the Philippines

Member

October 2015

Philippine International Information Technology Alliance

Member

December 2018

Training and Certifications

Certifications
Microsoft Certified: Azure Administrator
Jun 2022 - Jun 2024
Microsoft Certified: Azure Fundamentals
Jan 2022
ITIL V4 Foundation
Mar 2021
Electronics Engineer Board Exam Passer
Oct 2015

Hobbies and interests

Basketball