Mabell Lapuz

AlphaData Recruitment - HILTI UAE - Dubai (March 2017 - Present)
Post Handled: IT Desktop Support Technician/Helpdesk
Responsibilities: IT Desktop Support Technician/Helpdesk and Asset Manager
 Account creation/ modification on SAP by Design System
 Account Management (Password Reset and Unlock account) in SAP System
 Asset Management - keep IT asset list up to date
 Coordinate with Finance Team for IT Asset reconciliation
 OS Reimaging Windows 10 in HP and Lenovo Computers
 iOS and Android Outlook configuration
 Software assigning using SCCM
 Active Directory - Account Management (Modifying Distribution list, Password reset) - Computer Management (Create, Move and delete computer)
 Acknowledges and Resolves Ticket within SLA - Service Now
 Assist users on their issues on their Laptop/Desktop and Mobile phone
 Virtual VPN and VPN card configuration
 MS Office installation
 Outlook and Skype for Business configuration
 Troubleshoot and resolves MS Office, Outlook and Skype for Business issue
 Adding printer to users’ computer
 Coordinate with third party support for hardware related issues.

 UnlimITed Support and Services - HILTI UAE - Dubai (September 2016 - December 2016)
Post Handled: IT Desktop Support Technician/Helpdesk
Responsibilities: IT Desktop Support Technician/Helpdesk
• OS Reimaging Windows 10
• iOS and Android Outlook configuration
• Software assigning using SCCM
• Active Directory -Account Management
• Acknowledges and Resolves Ticket within SLA - Service Now
• Assist users on their issues on their Laptop/Desktop and Mobile phone
• Configure VPN card
• Account creation/ modification on SAP by Design
• Account Management (Password Reset and Unlock account) SAP
• MS Office installation
• Outlook and Skype for Business configuration
• Troubleshoot and resolves MS Office, Outlook and Skype for Business issue

Accenture Inc (Philippines) - Health and Public Service Project (July 2013 - May 2016)
Post Handled: Linux System Admin
Responsibilities: RHEL System and Office Administration
 Documents processes test and implementation plans.
 Schedule weekly team meeting.
 Coordinates with third party (Vendor) for hardware related replacement.
 Handles calls from monitoring and Application teams for all the Critical and High Severity reported incidents/ issues.
 Updates Asset tracker for correct asset tagging and owner.
 Performs Security patches application on RHEL (Red Hat Enterprise Linux) servers.
 Accepts / Acknowledges and resolves reported incidents within the agreed SLA (Service Level Agreement).
 Updates all the tickets (Incidents, Service Requests / Problem) and ensure the status tagged (Assigned, in progress, Pending, Resolved or Closed) is correct.
 Updates Change Request ticket status correctly (New, In Analysis, Pre-CAB (Change Advisory board) Approval, CAB Approval, Testing, Implementation, Implemented, Closed)
 Performs System’s health monitoring, responding to incidents related to the Operating systems such as file system, Memory and CPU utilization.
 Create and implement change requests for the recommended application requirement and solutions for RHEL (Red Hat Enterprise Linux) OS issues.
 Performs and Administer anti-virus protection (Symantec Anti-virus) for RHEL (Red Hat Enterprise Linux) operating systems.
 Performs VM backup (Virtual Machine) of VM guests under OVM (Oracle Virtual Manager).
 Manages VMs hosted in VMware and Oracle Virtual Manager.
 User Management - account creation, modification and deletion.
 Analyze / Troubleshoots and Coordinates for Network/ connectivity setup
 Registers RHEL (Red Hat Enterprise Linux) servers to RHN (Red Hat Network) satellite for patches installation and management.
 Installs baseline patches and required rpm packages
 Updates RHEL (Red Hat Enterprise Linux) patches depend on agreed cycle with Security and Management Team.
 Analyze and modifies system configuration (e.g. IP tables, Hosts, Multipath, interface configuration, route, ssh, syslog, fstab, grub, sudoers and etc.) as per requirement.
 Remediates Security vulnerability findings from Qualys based on recommendations of Security team.
 Coordinates with third party support for all the Hardware and OS issues to obtain the root cause and apply the recommended permanent resolution.
 Coordinates with Tech Arch Team for newly deployed RHEL (Red Hat Enterprise Linux) that will be moved to Productions environment and ensure all requirements are met as per Hardening Checklist.
 Accenture Inc (Philippines) - Health and Public Service project (June 2012 - July 2013)
Post Handled: Service Management Reporting Analyst
Responsibilities: Service Management and Office Administration
 Collates the Infra Teams ticket updates, weekly lowlights and highlights.
 Analyze the increase/decrease on the tickets received weekly and monthly.
 Creates Weekly and Monthly Infra Team reports.
 Set meeting with Team Leaders and Project Manager to discuss Team and project updates.
 Requests and tracks trainings attended by each Team member.
 Assist team member in requesting for support Desktop/ Laptop and mobile support phone.
 Accenture Inc (Philippines) - Aviation project (March 2011 - June 2013)
Post Handled: Change/ Incident Management Analyst
Responsibilities: Change/Incident Management and Office Administration
 Assess and checks Incident/Change tickets details.
 Assigns the Incident/Change requests to the correct support team.
 Check the needed details such as implementation plan for Change requests.
 Advice the support team for all the Incident tickets assigned under their queue.
 Make sure that the SLA for the Incident/Change tickets are met.
 Follow-up with the support team for the update and Incident resolution.