Caser Serrano

Caser S. Serrano  #148 Yakal St. Brgy. Corazon de Jesus San Juan City  - / - -OBJECTIVE: I am looking forward to be a part of a prestigious company that will offer me long-time relationship and will allow me to impart my knowledge and skills while achieving the company's goals. I also want to see myself in a company where everyone is treated as a family and will help us grow personally and professionally. EMPLOYMENT HISTORY: Company Name Position Department Date : POS Partners Inc., Chicago, Illinois, USA : Support Desk Technician : Service Desk : May 5, 2015 – Present Duties and Responsibilities: • Tier 1 and Tier 2 Support - Provide first and second line technical support to clients as well as to the internal staff - Act as the first point of contact for phone calls, chat and emails from clients and company staff regarding POS issues and other questions - Troubleshoot basic network, software and hardware issues remotely • Future POS - Setup and Install FPOS from the scratch on the Servers, Backup Servers and Terminals - Install and setup Leo Back up - FPOS Menu programming - Receipt and Order printer setup - Set up auto reports and generate nightly and monthly reports for the client - (Recapture sale, Refund sale, add Tips and etc.) - Create, update, and close tickets in Connectwise for all clients concerns - Take ownership and follow up on the status of a ticket and communicate the progress in a timely manner - Reach out to Vantiv (credit card processor) for credit card concerns - Reach out to Future POS support for complex issues - Escalate unresolved issues to the Relation Managers or the Field support team Company Name Position Department Date : Hinduja Global Solutions, Libis, Quezon City : Technical Support Helpdesk : Expedition (Bell Canada Telco) : April 30, 2014 – June 15, 2015 Duties and Responsibilities: • Answers all customer’s query regarding their internet and home phone. Set up their Bell email account to their email client. Troubleshoot customer’s internet service. Troubleshoot customer’s home phone service. Create a ticket to dispatch a technician to the customer’s premise if necessary Corrects the programming of the customer’s home phone features. Collaborate with other departments with regards to the customer’s concern. Company Name Position Department Date : ProvisionIT, Orlando, Florida, USA : NOC Technician / Tier II Support : NOC : April 1, 2013 – March 30.2014 Duties and Responsibilities: • ShadowProtect Backup Set up and manage all onsite and offsite backups of our clients. Ensures that all clients have current and reliable backups. Responsible for disaster recovery. • Labtech Monitoring Creating internal monitors and alerts. In charge in monitoring all client’s computers and servers status. Deployment of Labtech Agents, Anti-Virus, Health Patches on all servers and computers. Updating Labtech's latest software version. Backups and health report generation. • NOC Technician/Tier II Support Works during after-hours in EST time In charge of setting up and troubleshooting errors (Virus removal, E-mail, Servers, Desktops, Laptops and Virtual Machines) In-charge in maintenance of all computers and servers of all our clients (Windows Updates, Tune up, Computer clean up, AV updates and etc.) Company Name Position Department Date : HIMEX Corporation, Ortigas Center, Pasig City : IT Specialist : IT Department : March 28, 2011 – May 25, 2013 Duties and Responsibilities: • PACS System Administrator Manage and ensures the daily smooth operation of the Picture Archiving Communication System in the client hospital. Different Dicom Modalities Configurations • Network Administrator Monitors the daily smooth operation of the Local Area Network in the Head Office and the client hospitals and also ensures the Virtual Private Network communication between the client hospitals and Head Office. Router Management and Configurations. Network Structured cabling. • Overall In-house IT In charge of structured cabling in both Head Office and client hospitals. CCTV Cabling, Installation, Setup, Configurations and Monitoring. Email setup, configuration and troubleshooting. Printer troubleshooting. Local and Remote troubleshooting for both Head Office and client hospitals using various remote support softwares like Teamviewer, PC anywhere and Log me in. - Serves as Front end and Back end support to all users both in client hospitals and Head Office. - Fieldwork for new IT Infrastructure installation for new sites/clients. - Fieldwork for onsite troubleshooting problems cannot be resolve remotely. Company Name Position Department Date : University of the Philippines, Diliman, Quezon City : IT Staff / Accounting Bookkeeper : UP System Accounting Department : March 25, 2010 – March 25, 2011 Duties and Responsibilities: • Provides technical support in hardware, software to all the users within the Accounting Office. • Troubleshoot hardware, software and network problems. • In charged of the server backup. • Processing/Checking/Encoding and Monitoring of RDA of the three banks maintained by the University (PNB, LBP and PVB). • Monitoring of Returned RDA (unpaid by banks). • Processing of RDA Replenishment. • Processing and Monitoring of LDDAP requests of Constituent Universities and System Administration for submission to DBM. • Processing and Monitoring of Accounts Payable for UP System Administration. • Encoding entries in NGAS Program and Generation of NGAS and Financial Statement Reports. • Monitoring Inventory Supplies of UP System Offices. • Other related duties that may be assigned by the head of the unit if deemed necessary. Company Name Position Department Date : BDO Universal Bank, Cubao, Quezon City : IT Staff / Logistics Request Facilitator : ITO-AS HSPC : August 24, 2009 – February 5, 2010 Duties and Responsibilities: • Provide technical support in hardware, software to all the users within the ITOAS department • Troubleshoot hardware, software and network problems within the ITO-AS department. • Creates a record in a spreadsheet of all incoming equipments. • Prepares Machine Checklist and facilitates turnover to Repair Center. • Creates ticket in RT ticketing system for every equipment turned over to Repair Center. • Facilitates requests if field operations regarding ATM parts and modules. • • • • Serves as backup support in field delivery. Monitors and updates inventory of ATM parts and module. Monitors and updates the status of all the equipments that has been logged in the RT ticketing system repair queue. Prepares monthly status report. SKILLS: • • • • • • • • • • • • • • • • • • • • • Software and Hardware Installations Microsoft Office Applications PC troubleshooting in Windows Environment in both hardware and software. Proficiency in Microsoft Windows Operating System Knowledgeable in Microsoft Windows Server Operating System Installation and setup of Windows AD,DC,DNS and DHCP Installation and setting up virtual machines (Oracle Virtualbox, VMware vCenter) Sufficient knowledge in Networking (LAN,WAN & VPN) Strong knowledge in CCTV Cabling, Installation, Setup and Configurations Knowledge in different DICOM Modalities Communication for medical equipment Background in Macromedia, Photoshop, Visual Basic, C++ and Java Knowledge in databases such as Oracle and MySql In-depth knowledge in onsite and offsite backup using Storagecraft ShadowProtect. Knowledge in Symantec Backup Exec Labtech Monitoring Software Future POS Connectwise Screenconnect SimpleHelp IT Glue Office 365 Administration PERSONAL INFORMATION: Nickname: Date of Birth: Birthplace: Sex: Mother’s Name: Father’s Name: Buboy September 12, 1984 Legaspi City Male Rosa S. Serrano (Deceased) Cesar V. Serrano EDUCATIONAL BACKGROUND: Tertiary Level: Technological Institute of the Philippines (TIP) 938 Aurora Blvd., Cubao, Quezon City Bachelor of Science in Information Technology (2001 – 2008) Secondary Level: Lagro High School (LHS) Lagro Subdivision, Quezon City (1999 – 2001) Age: Civil Status: Citizenship: Height: Weight: Religion: 30 Single Filipino 5’8” 61 kg. Roman Catholic Pagasa National High School (PNHS) Rawis, Legaspi City (1997 – 1999) Elementary Level St. Raphael Academy (SRA) Legaspi City (1991 – 1997) ELIGIBILITY: Civil Service Sub-Professional Date Taken: July 27, 2008 SEMINARS / TRAININGS ATTENDED: ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Computer Technician Personality Development Programmable Logic Circuit (PLC) Visual Basic 6.0 Tutorial ORACLE 1 – 4 Autodesk Riverbed Cisco BYOD REFERENCES: MAYETH SALUD HR Officer HIMEX Corporation Phone: - CHARLIE ESPINOSA NOC Manager ProVisionIT™ Phone: - GLENN WHITE Helpdesk Technician ProVisionIT™ Phone:- option 1 I hereby certify that the facts contained here are true and complete to the best of my knowledge and ability. Caser S. Serrano Applicant