Alexander P. Mabalot

MABALOT, ALEXANDER P. 16 Gold Street Concepcion Dos Marikina City, Metro Manila, Philippines 1811 Tel. No.: - ● Mobile No.: - Email Address:-Date of Birth: 17 January 1987 Married / 30 years old CAREER OBJECTIVE: Seeking a position as Servicedesk Analyst. Bringing 3+ years’ experience in providing desktop support services, installing hardware and software modules, setting up accounts in Active Directory and troubleshooting a broad variety of hardware and software issues. SUMMARY OF SKILLS: Skilled in MS-Windows environment and MS-Office application. Experienced with data communication, digital switching, WAN, LAN, firewall configurations and issues. Knowledgeable in computer TCP/IP Network fundamentals. Experienced in handling Active Directory, VMWare and Cloud computing technology. Proficient in Tier 1 telephone technical support and answering support queries via phone, email and remotely site computers. Proficient in creating and maintaining documentation procedures as needed for effective flow of communication to the Service desk and other IT groups. Ensures monitoring of ticket queue and assure all requests and issues are resolved effectively and in a timely manner. Capable of Installing, configuring and testing software and hardware for users remotely. Skilled in analyzing recurrent problems to find a permanent fix or work-around. EDUCATION: Second course: Bachelor of Science in Information Technology12/06/2010 – 29/08/2012 Major in Network Administration AMA Computer College- East Rizal Campus Marcos Highway Mayamot, Antipolo City Rizal, Philippines First course: Bachelor of Science in Nursing03/04/2006 - 04/ 04/2008 Capitol Medical Center Colleges Sto. Domingo, Quezon City Metro Manila, Philippines Trinity University of Asia07/06/2004 – 17/03/- E. Rodriguez Sr. Ave Quezon City Metro Manila, Philippines RELATED WORK EXPERIENCE: IT Servicedesk06/29/2016 – Present TATA Consultancy Services (Philippines) Inc.. 8F Panorama Tower, 34th Street cor Lane A, Bonifacio Global City, Taguig City, Philippines Provided IT Support to client Handle issues related to Client Technical issues ranging from Simple PC Related problems to application related issues. Basic ticketing of all types of issues using appropriate CRM Toolset. Globally monitor, triage and escalate all system problems. Assist with other computer operations activities as required. Provide support to remote user (Using Remote Connectivity Tools) (Working) Knowledge of Incident Management and Problem Management Tools. Cloud Computing Analyst / IT Helpdesk02/02/2015 – 12/06/2016 Fujitsu Weserv Systems International, Inc. Net Square Bldg., 3rd Ave., Crescent Park West 11/F 28th St, Bonifacio, Metro Manila, Philippines Provided daily IT helpdesk support to users of cloud computing issues. Took ownership of all the calls coming to service desk until the case is closed. Handled Tier 1 help desk tickets / escalations through tickets or via phone call. Provided follow ups on outstanding requests and ensure timely resolution. Ensure update of documentation in relation to changes in IT environment. Any other duties as the needs of the business dictate. IT Helpdesk / Service Desk27/01/2014 – 28/01/2015 CuroTeknika Inc. (A subsidiary of Smart Telecommunications) 3F LV Locsin Building Ayala Avenue corner Makati Avenue Makati City Metro Manila, Philippines Attended incoming calls from corporate users and DSL Subscribers. Conducted first line maintenance and basic troubleshooting. Creates fault ticket and endorsed to fault management group for proper handling. Accurate updates are given to the clients who needs follow up on their concerns. Endorsed via email to other work group if the client’s concern is not for repair. IT Helpdesk Assistant14/05/2012 – 31/08/2012 Marikina City Police Station Shoe Avenue,Sta. Elena Marikina City 1800 Served high quality customer service through efficient day to day technical support such as PC - Trouble shooting, maintenance, computer user assistance and networking. Provided excellent administrative support for procedural documentation and other relevant reports as needed. Hands on support with problem solving involving hardware, software and systems. ADDITIONAL WORK EXPERIENCE: Administrative Executive 01/10/2012 – 02/10/2013 Prudential Guarantee and Assurance, Inc. PGA Cars Center, 201 EDSA,  Mandaluyong City, Metro Manila, Philippines Performed excellent administrative support through various reports required by the company using Microsoft and Open Office Programs. Provided quality customer service as the Front Desk Personnel and telephone operator. Persuade potential customers to purchase an insurance product through telemarketing. Resident Care Attendant St. Camillus Medhaven 01/06/2009 – 26/06/2009 Cardinal Santos Medical Center 29/06/2009 – 30/07/2009 Sunrise Hill Therapeutic Community 10-14/08/2009 Fairview General Hospital 03-07/08/2009 Wellness Place & Care Homes 23/09/2008 – 08/10/2008 Provided quality nursing care in the physical, mental and emotional health of patient. Assist and performs activities of daily living, takes vital signs and accurately documents the result. Delivered patient care in accordance with Physician’s order in the treatment and prevention of illness. SEMINARS & TRAININGS: “COMMUNICATION SKILLS TRAINING WORKSHOP V1.0September 2015 Fujitsu Weserv Systems International, Inc. Taguig City, Philippines “CCNA EXPLORATION: Accessing the WAN”August 2012 AMA Computer College, East Rizal “CCNA EXPLORATION: LAN Switching and Wireless” April 2012 AMA Computer College, East Rizal “CCNA EXPLORATION: Routing Protocols and Concepts”December 2011 AMA Computer College, East Rizal “CCNA EXPLORATION: Network Fundamentals”October 2011 AMA Computer College, East Rizal CHARACTER REFERENCES: Ms. Jelica Jualayba Fujitsu Weserv Inc. Servicedesk Team Lead-- Ms. Kathleen Guiang Smart Communications, Inc. Senior IT Helpdesk-- Mr. Gerardo Bantolino Branch Manager – PGA Greenhills--