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تم إلغاء حظر المستخدم بنجاح
ليا سالينجا, IT Support Engineer

ليا سالينجا

IT Support Engineer·SystemRapid

الإمارات العربية المتحدة

بكالوريوس, Information Technology

الخبرة العملية

مجموع سنوات الخبرة: 14 سنوات, 2 أشهر

IT Support Engineer

نوفمبر 2016 - حتى الآن

SystemRapid

نوفمبر 2016 - حتى الآن

o Act as a first point of contact and attend to all IT related queries of Dubai and Abu Dhabi corporate office staff & visitors;
o Maintaining and providing support by voice, electronic means or site visit to all Dubai and Abu Dhabi project site offices;
o Installing and configuring computer hardware, software, systems, networks, printers and scanners
o Planning and undertaking scheduled maintenance upgrades
o Supporting the roll-out of new applications;
o Setting up new users' accounts and profiles and dealing with password issues;
o Investigating, diagnosing and solving computer software and hardware faults
o Repairing equipment and replacing parts
o Prioritizing and managing many open cases at one time;
o Rapidly establishing a good working relationship with customers and other professionals, such as software developers;
o Testing and evaluating new technology;
o Managing stocks of equipment, consumables and other supplies.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Technical Support Representative, Intermediate

يونيو 2014 - أغسطس 2016

Solarwinds Inc.

الفلبين

يونيو 2014 - أغسطس 2016

o Provides technical troubleshooting session with business partners - via phone, email and remote session. Interact with partners at all levels, with demonstrated ability to communicate with both the very basic user to the technically advance (Network Administrators, System Administrators).
o Pillar in security solutions such as Bitdefender Endpoint Security and Bitdefender for Exchange. Focuses mainly on installs and maintains information and systems security solutions in a client-server environment for small medium business.
o Performs configuration and support of other Solarwinds N-able solutions such as but not limited to N-Central, Patch Manager, Report Manager, Remote Control Manager, Automation Manager, etc.
o Maintaining customer service complaint logs and information as well as internal service records o Conducting root cause analysis that will lead to effective problem solving
o Work closely with other groups including R&D to implement enhancements that improve product reliability and serviceability
o Manage and work support tickets per industry best practices and utilizing existing CRM systems o Developing customer-facing documentation for our website on an as-needed basis (author and edit knowledge base articles) and maintain working lab systems to facilitate reproduction of issues.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Cloud Security Engineer

فبراير 2012 - يونيو 2014

Trend Micro Inc.

الفلبين

فبراير 2012 - يونيو 2014

o Provides technical support to Trend Micro Home & Home Office users powered by Smart Protection Network cloud security infrastructure that stops threats in cyberspace or "the cloud". Takes first-line support via different support channels - phone, email, chat and remote session.
o Performs troubleshooting such as but not limited to virus removal, PC tune-up, installation and configuration of Trend Micro Titanium Antivirus, Internet Security, Trend Micro Safe-sync, Trend Micro Mobile Security, Direct Pass - Password protection, etc.
o Analyze malware samples and logs to include heuristics in pattern updates to improve blocking, detection and cleanup of malware.
o Documents troubleshooting guides and problem resolution steps.
o Replicates issues to ensure issues are addressed timely.
o Remotely access customer’s computer for malware infection cases using WebEx.
o Ensure cases are logged in the CRM tool
o Continuously improve and upgrade technical knowledge and skills through training and certification
o Use existing knowledge-base, and contribute and improve online solutions to resolve cases
o Proactively shares knowledge through technical sharing and training, solution contribution and self-service participation

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

Bulacan State University

مارس 2010

مارس 2010

بكالوريوس، Information Technology

الفلبين

Skills

Microsoft Windows
Expert
Microsoft Windows
Expert
Antivirus
Expert
Antivirus
Expert
Troubleshooting
Expert
Troubleshooting
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Customer Service
Expert
Customer Service
Expert
ANALYSIS
Expert
ANALYSIS
Expert
ANTI VIRUS
Expert
ANTI VIRUS
Expert
AUTOMATION
Beginner
AUTOMATION
Beginner
BACKUP
Beginner
BACKUP
Beginner
CLIENT/SERVER
Expert
CLIENT/SERVER
Expert
COMPUTER HARDWARE
Expert
COMPUTER HARDWARE
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
EDITING
Expert
EDITING
Expert
Data Mining
Intermediate
Data Mining
Intermediate
Malware Removal
Intermediate
Malware Removal
Intermediate
Remote Network Monitoring Tools
Expert
Remote Network Monitoring Tools
Expert
Microsoft Windows
Expert
Microsoft Windows
Expert
Antivirus
Expert
Antivirus
Expert
Troubleshooting
Expert
Troubleshooting
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Customer Service
Expert
Customer Service
Expert

اللغات

الانجليزية
متمرّس
التاغلوج
اللغة الأم

التدريب و الشهادات

الشهادات
Microsoft Certified Professional
Sep 2012
Microsoft Certified Technology Specialist (Windows 7, Configuration)
Sep 2012
Microsoft Specialist (Windows 7, Configuring)
Dec 2015
Cisco Certified Network Associate (CSCO12070421)
Dec 2011 - Dec 2014

التدريب
CCNA Exploration – Network Fundamentals
MFI Technological Institute
Jun 2010
CCNA Exploration – Routing Protocols and Concepts
MFI Technological Institute
Aug 2010
CCNA – LAN Switching and Wireless
MFI Technological Institute
Nov 2010
CCNA Exploration – Accessing the WAN
MFI Technological Institute
Apr 2011

الهوايات

  • Photography
    Photojournalist (2002 - 2006) - San Miguel Academy, Journalist of the Year (2006) - San Miguel Academy, Photojournalist (2006) - Pacesetter The Official Student Publication of Bulacan State University, Photojournalist (2012 - 2014) - Synergy The Official Publication of Trend Micro Inc.