BERNALINE L. LLANES
Legian 2C Subdivision, Barangay Carsadang Bago I,
Imus, Cavite, 4103
(Email)-CAREER OBJECTIVE
Secure a responsible career opportunity to fully utilize my training and skills, while making a
significant contribution to the success of the company.
WORK EXPERIENCE
End User Support Engineer
Verizon Communications
North Gate Cyberzone, Plaza D, Alabang Muntinlupa
October 26, 2015– Present
• User Support activities including Tier 2 & 3 user support
• Live chat and remote support (Assess and troubleshoot Tier 1 & 2 issues on international users)
• Ability to communicate with the vendor on the product needed for the business, including new
and replacement. (Main contact person)
• Security peripheral installation
• Software installation and upgrades
• Maintenance of hardware and resolving technical problems.
• Mobile Iron support to all mobile users
• Asset Management (Inventory, Asset Acquisition/Disposal)
• Includes coordination/project management of application/system/product support
• Inclusive of product testing and creating/maintaining technical support documentation.
• Operational functions include partnering with customers on technical decisions and directions
along with producing metrics
• Reporting and quality assurance activities.
• Datacenter monitoring and maintenance of Servers and Switches
• IP Phone Deployment and Support (Cisco VOIP phone)
• Setup and installation of Cisco softphone and Hard phone, Convergence Softphone.
• Active Directory Management (Add, remove, enable/disable, move, reset and unlock users and
computers)
• Jabber VOIP SME (Provision Jabber Accounts and perform troubleshooting on user account s,
Admin on both Admin12 and VOC1 cluster)
Career Highlights:
• Participated in International PC Refresh
• Participated in Domain Migration
• Participated in RSA Token to Universal ID Transition
• Managed File Server (Provisioning of access rights of users, Quota Management, Hardware
Troubleshooting)
• RSA Token Administration for VPN Access (Approval, PIN Reset, Activation Code, Unlock
Account)
Technical Support Engineer
SPi Technologies Inc.
SPi Building, Pascor Drive, Sto. Nino, Paranaque City
August 27, 2013 – October 23, 2015
• Implements operational procedures for IT Operations Group to ensure efficient use of resources.
• Sets example for maximizing usage of materials and recommends best practices in supplies
utilization.
• Monitors ticket requests and handles ticket requests quickly and efficiently.
• Provide technical support for the various software programs (In house applications, Citrix
Xenapp, SAP, etc.).
• Provides site technical support/assistance for configuration, installation, and troubleshooting of
Desktop PCs, Laptop and related peripherals.
• Provides support for the maintenance of basic connectivity and local access to network services.
• Setup and installation of Avaya hard phone and soft phone, Cisco hard phone and Soft phone,
Nortel hard phone.
• Configuration and troubleshooting of emails connected to exchange server (MS Outlook,
Blackberry and Active Sync).
• Participates in the implementation of IT Disaster recovery and preventive maintenance provisions
of the company
• Recommends technological solution focused on available technical support services to address
business requirements.
• Active Directory Management (Add, remove, enable/disable, move, reset and unlock users and
computers)
• McAfee EPO Management Console Administration
• Scan vulnerabilities of desktop, servers, applications and mobile units using Nessus
• Ensures security of the server environment from external and internal virus threats.
• Access switches VLAN configurations (HP, Linksys, and Cisco)
Career Highlights:
• Participated in System Mailbox Transfer of Executives
• Participated in Datacenter Shutdown
• Participated in Datacenter Rehabilitation
• Participated in the AD and Exchange Migration
• Preventive Maintenance of Desktops, Laptops and other hardware peripherals.
• Mentor newly hired Technical Support Engineers and Service Desk Analysts.
Customer Care Specialist
RealSoft Inc.
April 1, 2013 – August 23, 2013
UG48 Cityland Dela Rosa, 7648 Dela Rosa St, Makati City
• Knowledge in troubleshooting POS (Point of Sale)
• Receive calls and concerns of clients
• Support problems and concerns of clients thru phone and remote access
Client Computer Management
House Research Development (Singapore) Private, Limited.
June 21, 2010 – February 16, 2013
Epza, Rosario, Cavite
• Computer hardware troubleshooting (Desktop Computers and Servers)
• Installation of Windows Server
• Installation/Troubleshooting of motherboard hardware drivers
• Installation/Troubleshooting of Operating System, MS Office Application and other software
program
• Configuration of Email, Internet Access and Access Rights in PC and Servers
• Installation/Troubleshooting Systems uses by company
• Network troubleshooting
• Set-up and configure printer and computer peripherals.
• Held responsible for providing instruction for problems, requests and inquiries related to
hardware, software and network.
CERTIFICATIONS AND TRAININGS
Course 10748C: Deploying System Center 2012 Configuration Manager
Wizards Group
December 17 – 19, 2014
Systems Administration Training (In-house)
SPi Technologies Inc.
September 2014
McAfee EPO Training (In-house)
SPi Technologies Inc.
October 2014
• ePO Agent, Virus Scan Enterprise(VSE), HIPS(Host IPS), DLP Device Control
OTHER KEY SKILLS
Knowledgeable of the following Operating Systems: Windows 2000, XP, Windows
7 Windows 8, Windows 8.1, Windows 10
Knowledgeable in Google Apps for Work (G Suite)
Knowledgeable in Microsoft Office ( Word, Excel, PowerPoint, Visio, Outlook)
Knowledgeable of the following chat support application: Jabber, Same Time, Lync
Knowledgeable in Cisco phone (Hard phone and Softphone)
Knowledgeable in Avaya (Hard phone and Softphone)
Knowledgeable of the following VPN Technologies: Junos Pulse, RSA
Knowledgeable of the following ticketing system: At Your Service, CMIS
Knowledgeable of the following remote software: DameWare, VNC, Team Viewer
Knowledgeable in Cisco Webex Meetings Desktop App
Knowledgeable in Mobile Iron for work
Knowledgeable of the following MFD (Multi-Function Device): Ricoh, Fuji, Canon
Knowledgeable in basic network troubleshooting (LAN, WIFI, VPN)
Good Oral and Written Communication Skills, both in English and Filipino Language
EDUCATIONAL BACKGROUND
Tertiary Education:
CAVITE STATE UNIVERSITY-Cavite City Campus
Cavite City
Bachelor of Science in Computer Information Technology-
PERSONAL INFORMATION
Birthday
Gender
Nationality
Civil Status
Religion
Languages
:
:
:
:
:
:
September 1, 1989
Female
Filipino
Married
Christian
English and Filipino
CHARACTER REFERENCES
Character references are available upon request.
ADDENDUM
Laptop Specifications:
I hereby certify that the above information is true and correct.
Bernaline L. Llanes
