Arris Cristever Evarola

IT ADMINISTRATOR LEAD / SALESFORCE ADMIN ARRIS CRISTEVER EVAROLA Phone: - Email:- LinkedIn: linkedin.com/in/arris-cristever-evarola/ SUMMARY Exceptionally self-motivated with more than 10 years of work experience. Experience in managing teams, optimizing IT operations and ensuring system security. Skilled in troubleshooting, SaaS management, and supporting platforms like Google Workspace, AWS, and Azure. Strong leadership, problem-solving, and communication skills in fast-paced environments. SKILLS Strong communication and teamwork. Skilled in multitasking and project management. Agile and adaptable to changing needs. Excellent problem-solving and attention to detail TECHNICAL SKILL Hardware & Devices: Mac PCs, Laptops, Printers, Telephony Systems, Routers, Peripherals Networking: LAN, VPN/Remote Connectivity, TCP/IP Operating Systems: Windows 10, Server 2016, macOS Sequoia Platforms & Cloud: Office 365 Admin, Google Workspace, Azure AD, AWS, Slack, Atlassian (Jira, Confluence, Opsgenie, Statuspage), ServiceNow MDM: NinjaRMM, Jamf, Kandji, Okta Admin Security: CrowdStrike, Proofpoint, LastPass, 1Password, Exabeam, OpenVPN Virtualization: VMware, Hyper-V, Oracle VirtualBox EXPERIENCE IT Support Of f i cer Lead | Banxa | Mandaluyong, Metro Manila MAY 2024-CURRENT Lead, mentor, and manage a team of IT support officers, offering continuous guidance, training, and support to drive high performance. Oversee the day-to-day operations of the IT support team, ensuring the timely and effective resolution of technical issues and maintaining excellent customer service standards. Develop, implement, and enforce IT support policies, procedures, and best practices to optimize team efficiency and system effectiveness. Serve as the primary point of escalation for complex technical issues, offering expert troubleshooting and guidance to resolve challenges swiftly. Collaborate with cross-functional departments to assess and identify IT support needs, designing and implementing effective solutions. Manage IT support resources, including hardware, software, and tools, to ensure their availability, functionality, and reliability. Stay informed about the latest IT trends, technologies, and industry’s best practices, proactively recommending improvements to IT systems and processes. Ensure that IT support operations comply with internal information security policies, driving initiatives that enhance security and safeguard IT infrastructure. Prioritize and manage multiple tasks and projects simultaneously in a fast-paced environment, delivering solutions within required timelines. Engage with both technical and non-technical stakeholders, fostering strong communication and alignment between departments. Actively encourage innovation and improvements in IT support practices, maintaining an agile approach to meet evolving business needs. IT Support Of f i cer | Banxa | Mandaluyong, Metro Manila JANUARY 2023-MAY 2024 Expert in setting up and maintaining Windows laptops for employees, ensuring smooth onboarding and uninterrupted access to essential software and tools. Administered and managed access to key SaaS applications, including the installation, configuration, and troubleshooting of Microsoft, Google, and Atlassian products. Utilized NinjaRMM, Jamf, and Kandji to efficiently set up systems and manage endpoints, ensuring swift onboarding and secure configuration. Delivered comprehensive security awareness training during onboarding, addressing critical topics such as phishing, social engineering, and secure system usage. Managed endpoint security using advanced tools like CrowdStrike and Proofpoint, actively monitoring and patching devices to mitigate risks. Ensured robust access management by implementing role-based user permissions in Okta and Google Workspace, adhering to the principle of least privilege. Administered secure password management practices using tools like 1Password and LastPass to ensure compliance with organizational policies. Applied expertise in security technologies such as EDR, DLP (email), vulnerability scanning (endpoint, server, app), CSPM, and SIEM to protect systems and sensitive data. Developed and maintained clear, user-friendly documentation, training materials, and guides to support the efficient use of technology across teams. Contributed to the creation of offboarding procedures and documentation, ensuring secure and efficient account terminations and minimizing post termination access risks. Proactively identified potential technical issues, shared solutions, and collaborated with cross-functional teams to enhance processes and minimize disruptions. Partnered with People and Culture to streamline the onboarding process, ensuring a seamless integration of new employees with all necessary tools and systems. Collaborated with teams to integrate security best practices into projects, proactively safeguarding sensitive data and minimizing vulnerabilities. Managed user identity, access controls, and permissions via Okta and Google Admin, ensuring smooth project rollouts and compliance with internal security policies. Managed technical support tickets via Jira Service Management, resolving user reported issues across multiple platforms and technologies in a timely manner. Documented and investigated security incidents, providing clear and actionable reports to improve future incident response and security posture. Salesforce Administrator/Senior Process Executive | Cognizant Technology Solutions Philippines Inc. | Bridgetown, Libis, Quezon City MARCH 2022-JANUARY 2023 Manage support queues & backlogs in accordance with customer agreements. Take ownership of customer issues reported and see problems through to resolution. Answer technical questions, solve technical problems, and suggest clear solution/workaround to the customers. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Document knowledge in the form of the knowledge base, tech notes, and articles. Manage customers' expectations and experience in a way that results in high customer satisfaction. Follow up and make scheduled call backs to customers where necessary. Stay current with the client's information, changes and updates. Ensure work is completed efficiently and on time/within proper time limits Exposure working and Understanding of Salesforce out of the box functionalities like (But not limited to) Objects, Roles, Fields, Customizations, Approval processes, Validation rules, Data loader, Work ow rules, Process Builder, Flows, Sandbox Lifecycle, Deployments, Managed Packages, territory management, Quotes, Person accounts, data management, data loader, etc. with a thorough understanding of the constraints of the SFDC platform Global IT Service Desk Analyst | Transcom Worldwide, Inc. | Mandaluyong, Metro Manila APRIL 2017-MARCH 2022 Support Company with more than 30,000 employees in 25 countries with 80 site locations, for incidents and request management concerns. Support Technical Incidents reported by employees/clients using Mac/IOS and Windows devices via call (Avaya softphones or Google meet), Chat, Email, or Remote resolution (RDP, Splashtop, AnyDesk, TeamViewer) Standard and client software installation, configuration, and update Ensure all work is carried out and documented following required standards, method, and procedures. Take ownership of user tickets in ServiceNow or problems and be proactive when dealing with user issues. Log all calls/chats/emails into the ticket logging system and document all actions performed related to the ticket. Support PCs, laptops, VMware, VPN, Network connections, Browser access, softphones, emails, standard and client’s application. Admin/User management of Active Directory, Google, Smart Team Communication, Microsoft Office 365, SafeNet/Secure Auth VPN, Azure, JAMF Pro, VMWare (Dizzion and SRW), Avaya, EWFM/SAP, ServiceNow, Zscaler, NT AD Account Creation, and Group Creation. Provide and manage MS Office Accounts and License in 365 admin and Azure, VPN access provisioning, managing Mac and Windows machines and policies to users. Escalate faults/query calls or trouble tickets to IT/Operations/Development/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution Microsoft Technical Consultant | Sutherland Global Services | Clark, Pampanga OCTOBER 2014-APRIL 2017 Assisted customers with Windows and/or Office software concern over chat and phone Placed orders on behalf of customers in the online Microsoft Store Used remote session tool to access computers that are under warranty or paid subscription Performed Virus Removal and PC Tune ups as requested EDUCATION 2009 - 2014 Bachelor of Science: Computer Engineering Siena College of Taytay CERTIFICATIONS AND LICENSES · Microsoft Certified: Azure Fundamentals |- | 2021 · · · Salesforce Certified Administrator |- | 2022 Salesforce Certified Advanced Administrator |- | 2022 Proofpoint Certified Security Specialist | 2023 REFERENCE Reference available upon request