Bunson T. Mahinay
Block7, Lot24, St Jude Homes, Molino VII, Bacoor, Cavite
Cell # -
Email:-
TECHNICAL SKILLS:
Software:
Operating System: MAC OS X (Mountain Lion) - Add Windows Shared Printer, Map Network Drive, Install Program from Unidentified Developers, Wireless Network, Bootcamp, Parallel Desktop, Apple Mail, Safari
Operating System: Windows XP, Windows Vista, Windows7, Server and Win NT. Microsoft Office-. Spyware, Virus, Trojans and Worm removal. Email set up
Hardware:
PC Troubleshooting, PC Assembly, PC Maintenance, TCP/IP, DNS, Networking (LAN/WAN), Wireless, VPN, Network Printers, AD Hoc, Modems, Switches and Routers.
Attained and Completed Dell Certified System Expert Certification
Basic Wireless technology
DCSE Personal Maintenance –Dimension
DCSE Personal Maintenance- Optiplex
DCSE Personal Maintenance-Precision Workstation
Dell ESD
DSP-Client- On-site troubleshooting
Foundation 2007 desktop
DMS (Non-DSP)- Vista
DSP- Slim Tower Chassis
Dell Desktops –Vostro 200 Product Certification
DSP- Mini-Tower v.3 Chassis
Dell Desktop V.2 Chassis
Dell Mini Tower V.2 Chassis
Dell Foundation 2005 Desktop
Workstation Precision 460.690
ACS Xerox IT Service Management Certification
RETIRED 2011 - ITIL V3 OSA: Introduction to Problem Management
RETIRED 2011 - ITIL V3 OSA: Introduction to Incident Management
RETIRED 2011 - ITIL V3 OSA: Service Transition Processes and Principles
RETIRED 2011 - ITIL V3 OSA: Service Operation Principles and Functions
RETIRED 2011 - ITIL V3 OSA: ITIL and the Service Lifecyle
WORK EXPERIENCES
Employer: Atos Information Technology Philippines
Previously: Xerox Business Services Philippines Inc.7th /F, One E-Com Building
From January 2009 - Present SM Mall of Asia Complex, Pasay City Philippines 1300
Position: Global IT Helpdesk ( Incident Management and Change Control )
Support: First line IT Helpdesk / Incident Management Analyst / Change Request Management Specialist
Duties and Responsibilities:
Respond to queries over the phone.
Respond to email messages for client seeking help.
Ask technical questions to determine nature of problem. Make the initial trouble shooting and try to resolve the issue.
Log the calls for the client and if need to escalate ensure to assign it to the right resolver group
Follow up with customers to ensure issue has been resolved.
Make sure that every trouble ticket created achieved the SLA (Service Level Agreement)
Make sure that the client is properly informed when to get a response from support team.
Receives Change Management Request (RFC’s), Analyzes risk, business and service impact of changes and coordinates the scheduling of change implementation while managing any change conflict.
Ensures Change Management standards, policies and processes are followed
Ensures appropriate communication and engagements between IT resources and customers for change activities, including change coordination and post-change implementation reviews
Acts as the central Point of Contact (POC) for reporting potential change management related problems and issues and find an effective resolution
Ensures system availability SLAs are respected
Employer: DELL International Services Philippines Inc.2/F North Parking Building,
From: December 2006 – December 2008 SM Mall of Asia Complex,
Pasay City Philippines 1300
Position: A5 Senior Tech Support / Resolution Expert
Support: Dell on Call - Software (Premium Queue) - December 2007 – January 2008
Duties and Responsibilities:
3rd party Software Troubleshooting both for Windows XP and Windows Vista OS
Virus and Spyware Removal.
Email setup, TCP/IP, DNS configuration and troubleshooting.
Assist customers on how to setup their email using Outlook and Outlook Express.
Receive escalation calls and perform callbacks as per customer request.
Coaching and mentoring new hires. Giving feedback regarding new hire’s nesting performance.
Support: Consumer Tech Support (XPS, WIRELESS) – December 2006 – December 2007
Duties and Responsibilities:
Walk through customers to tear down hardware components up to the last hardware part.
Supports HIGH-END computers for VIP Customers.
Provides Wireless internet connection. Wireless router G.U.I. configuration. Email account setup.
Troubleshoot and determine system configuration including Hardware, Basic pre-installed Software, PC maintenance and integration requirements.
Diagnose desktop computers and laptop before escalating to the onsite tech such as checking of video cards, RAM cards, HDD and motherboards and alike until proven device issue.
Install setup and configure software application, RAID Configuration and Windows OS for Desktops and Laptop according to policy requirements.
Employer: SITEL Philippines 25/F Cybermall, Cyber1 Bldg. From February 2006 – November 2006Eastwood Bagumbayan,
Quezon City, Philippines
Position: Technical Support Representative
Support: SunRocket - Voice Over Internet Protocol (VOIP )
Duties and Responsibilities:
Deliver service and support to end-users using the VOIP device they purchased thru phone software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about the services.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues involving internet connectivity, and VOIP.
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource;
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
EDUCATIONAL BACKGROUND
TertiaryBachelor of Science in Business Administration
Major in Management
De La Salle – College of Saint Benilde
2544 Taft Avenue, Malate, Metro Manila, Philippines
Year Graduated - 2001
SecondaryLa Salle Green Hills
Holy Cross, Mandaluyong, Metro Manila, Philippines
Year Graduated - 1996
ElementaryHoly Trinity Academy
Sampaloc, Manila, Philippines
Year Graduated - 1992
PERSONAL DATA:
Age37 years old
BirthdayJuly 04, 1979
Place of BirthManila, Philippines
Civil StatusSingle
SexMale
Height5’6”
Weight160 lbs
CHARACTER REFERENCE
Mr. Mitchell Gonzales
ITO Operations Manager, Atos ITO UK
Atos Phils Inc.
- / -
Mr. Emmanuel Ronald Torres
ITO Operations Manager, Johnson&Johnson
Atos Phils Inc.
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