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مابيل جراجو, IT Desktop Support Engineer

مابيل جراجو

IT Desktop Support Engineer·Alpha Data Recruitment

الإمارات العربية المتحدة

بكالوريوس, B.S Electronics and Communications Engineering

الخبرة العملية

مجموع سنوات الخبرة: 14 سنوات, 10 أشهر

IT Desktop Support Engineer

مارس 2017 - حتى الآن

Alpha Data Recruitment

دبي، الإمارات العربية المتحدة

مارس 2017 - حتى الآن

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.

مجال الشركة:
خدمات الدعم التجاري الأخرى
الدور الوظيفي:
تكنولوجيا المعلومات

IT Desktop Support

سبتمبر 2016 - ديسمبر 2016

Hilti Emirates (UnlimITed Support and Services)

دبي، الإمارات العربية المتحدة

سبتمبر 2016 - ديسمبر 2016

 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

مجال الشركة:
الهندسة المدنية
الدور الوظيفي:
تكنولوجيا المعلومات

Senior IT Operations Analyst

مارس 2011 - مايو 2016

Accenture

الفلبين

مارس 2011 - مايو 2016

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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

University of Pasig City

أبريل 2010

أبريل 2010

بكالوريوس، B.S Electronics and Communications Engineering

الفلبين

Skills

ITIL
Expert
ITIL
Expert
RHEL
Expert
RHEL
Expert
RHEL Administration
Intermediate
RHEL Administration
Intermediate
Windows System Admin
Beginner
Windows System Admin
Beginner
ITIL
Intermediate
ITIL
Intermediate
OVM
Intermediate
OVM
Intermediate
VMware
Intermediate
VMware
Intermediate
RHEL
Expert
RHEL
Expert

اللغات

الانجليزية

متوسط

التدريب و الشهادات

الشهادات
ITIL® Foundation Certificate in IT Service Management

الهوايات والاهتمامات

Shell Scripting

o Periodic Access Review report on each RHEL servers managed. The script lists all the users’ details (e.g. username, account expiration, password expiration, and groups). o System’s Health checking for all managed RHEL servers. o User management o Post reboot Checking – checks system’s filesystem utilization, mount points, vital services status, system date, ntp synchronization.