Arnulfo Evangelio San Juan Jr

Arnulfo E. San Juan Jr. -· - M.H Del Pilar St., Santolan Malabon City 1478 www.linkedin.com/in/arnulfo-san-juan-jr-4419a052 OBJECTIVE To seek an employment in an organization where I can grow professionally and further enhance my skills, knowledge and experience to face and overcome the challenges of today’s changing work environment. TECHNICAL SUMMARY Platforms:Windows 7/8.1/10, Mac OS, iOS, Android Networking:Wireless / Cisco AnyConnect VPN, Active Directory Domain Controllers Hardware:iPad, iMac, tablet, desktop, laptop, printer, scanner Applications:Remedy, ServiceNow Portal, Zendesk, Symantec Endpoint Protection/ McAfee Antivirus, NEXTHINK, CRM, OneAgent, Microsoft Office 2013/ 2016 / 365 SKILLS Excellent communication skills Experienced skills training Excellent organizational skills and priority settings Customer Service expert Highly familiar with ITIL best practices and Critical Incident Management Analytical and critical thinker Fast Learner Puts forth strong emphasis on integrity and compliance to most standard corporate ethic guidelines PC network administration Adept in MS Windows Operating System Managing Database Information Adept with LAN/Wireless and VPN configuration Proficient in MS Outlook, Outlook Web Access and Exchange Server configuration Knowledgeable on the use of Avaya Phones COMPTIA Trained Knowledgeable in ITIL best practices Knowledgeable in Active Directory Administration Knowledgeable on security software Knowledgeable on configuring firewall security EDUCATION March 2003 AMA Computer University B.S. Computer Science March 1996 AMA Computer Learning Center Computer Systems Design & Programming WORK EXPERIENCE Senior IT Service Desk Specialist | NCS PTE. LTD. Singapore March 2014-oct 2020 Provides 1st to 2nd level of support for application installation, printer driver and scanner configuration, providing basic steps Support all local IT operations, such us systems backups, maintenance, systems patching, planned power outages, desktop/laptop imaging and implementation of new systems Provided input on case backlog, technical process, and new processes within the department. Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development. Reduced workload of escalations and maintained their timely feedback to management. Acting as a bridge between users and third party vendors when applications are being reported. Dealing with hardware and application support (Microsoft Office 2013, 2016, 365) queries and issues reported daily. Undergo Cyber Security Training to be aware and comply to policies and regulations relating to confidentiality and any other related policies that may be in force from time to time. Handles and understand the urgency and SLA’s of VVIP, VIP, P1, P2, P3 incidents. Escalate issues and involve experts wherever required to resolve issues in a timely manner. Maintain adequate knowledge of operating systems and application software used to provide a high level of support. Supports different Windows Operating System. (Windows 7, Windows, 8.1, Windows 10) Knowledgeable in troubleshooting Mac OS machines. (High Sierra [10.13], Mojave [10.14]) Experienced in Wi-Fi / Network connection configuration and VPN connection (RSA) Assists in setting up Accounts for new Users. Assist users through phone / email remotely in resolving issues encountered in their daily use of IT systems (e.g. PC configuration, setup) Resolve most of the PC client services calls, and be able to troubleshoot effectively, isolate the problem and dispatch the call to the next level if necessary. Technical Support Representative | HP Services Singapore PTE LTD 2011-February to 2014-March Provides support for Government Agencies using SOE (Single Operating System) Handles High Severity Cases, Network Outages and Escalations/Complaints. I make sure that all parties involve are notified and I also liaise directly with vendors and support groups. Attained EE (Exceeded Expectations) Rating from fiscal year 2011 Provides hardware and software support for HP and Lenovo Desktop/Laptops, Handheld devices, Printers and Scanners Provides support for network and connectivity issues with LAN, WLAN, Network Printers and Network Drives Provides support and assistance for VPN connection using RSA Token and Ps2 card Supports Password resets using Remedy and Active Directory. Supports Microsoft Outlook issues like profile issue, data management issues, calendar issues and other configuration issues. Supports High Severity issues for servers, applications and devices that needs to be acknowledged accordingly and in a timely manner Provides Remote assistance for users onsite and overseas. Handles administrator privileges for both SOE and Non-SOE machines. Provides Enterprise User education with the application and tools that they are using Handles Service requests, Incident reports like Escalated cases, Loopback cases and cases that needs update from backend teams and vendors. Technical Customer Care Representative | Convergys Philippines 2004-October to 2010-December Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice based phone service. Troubleshoot customer issues related to ADSL, modem, router, hardware and software issues. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Technical Support Engineer (Email)| Sykes Asia 2004-February to 2004-August Provide customers with needed information and resolve their problems through email. Configured and resolved a high percentage of common software problems (Outlook Express 6, Microsoft Outlook 1998, 2000, 2002, 2003). Identifies technical errors and problems that the software may encounter and properly reconfigure the product.