Charles Nielsen

CHARLES NIELSEN ALMIÑE CARRILLO Address: #0330 Sitio 2, Purok Kasipagan, Sta. Cruz, Laguna Mobile No.: - E-mail:-/- Objective To be part of a reputed organization that offers a consistently positive atmosphere to learn new technologies and implement them for the betterment of the business, provides a steady career growth along with job satisfaction, challenges and give value contribution in the success of the institution, and offers professional growth. Professional Summary IT experience as hardware specialist with a strong technical background and excellent client service record. Adept at explaining complex technical concepts and processes to clients and non-technical staff in a clear and understandable manner. Able to multitask effectively and bring several simultaneous installation and repair projects to completion with full accuracy and efficiency Core Qualifications ● Excellent English written and oral skills, ● Excellent interpersonal skill, multi-tasking and work in collaboration with other team members under any circumstance. ● Amendable in working shifting hours / days based on business needs with process oriented approach to address issues and user problems. Professional Experience (Abroad) ALI BIN ALI TECHNOLOGY SOLUTIONS Bldg.# 289, St.# 230 - C Ring Road New Salata, P.O. Box: 75, Doha – Qatar IT HELPDESK at OOREDOO PROJECT February 2017 – April 2021 Duties: ● Serve as a first point of contact to end users queries via Email and Phone ● Record each incoming Incident/Request in Service Manager tool ● Release notifications accurately and as soon as issue is identified with any application or service ● Provide accurate information on IT products and services with highest level of customer service ● Remotely provide technical assistance to user queries and problems ● Escalate unresolved issues to the next level of support team personnel ● Remotely accessing hardware/software for user to make changes and fix problems, along with the ability to properly document and share knowledge across teams ● Following up with end user’s and Application/Service teams until tickets are resolved ● Keep a check on Call abandonment rate at all times and ensure it is minimum ● Prepare and share Service reports ● Review and analyze common complaints and problems to identify permanent fix ● Achieve SLAs for first-call resolution on incidents and service requests ● Exercise patience and professionalism during stressful situations. BUZWAIR HOLDING W.L.L. C-Ring Road, Doha, Qatar IT OFFICER January 16, 2013- January 15, 2014 Duties: • Installing and configuring computer hardware, software, systems, networks, printers, scanners and more • Planning and undertaking scheduled maintenance upgrades • Talking to clients and computer users to determine the nature of problems • Responding to breakdowns • Investigating, diagnosing and solving computer software and hardware faults • Repairing equipment and replacing parts • Obtaining replacement or specialist components, fixtures or fittings • Ensuring compliance with health and safety legislation • Checking computer equipment for electrical safety • Maintaining records of software licenses and other IT equipment. • Managing stocks of equipment, consumables and other supplies. Professional Experience (Local) ALORICA ONE Batangas, Philippines TECHNICAL SUPPORT SPECIALIST November 17, 2014 – March 31, 2016 • Provide clear inbound communication through telephone technical support • Identify the problems of customers quickly and precisely • Able to give clear and concise instructions and good customer service REFCON ENTERPRISES CORPORATION Intramuros Manila, Philippines Office Staff February 03, 2014 – October 31, 2014 • Answer phones and transfer to the appropriate staff member • Manage files/folders and compile records • Monitor incoming emails and answer or forward as required • Fax, scan and copy documents • Retrieve files when requested • Monitor and maintain office supplies • Ensure office equipment is properly maintained such as Fax, Copier and Printer Machine DEPARTMENT OF HEALTH (CHD-MM) Mandaluyong City, Philippines COMPUTER OPERATOR II January 3, 2012 –January 11, 2013 • Documents all gathered data for the Response Team Center • Encode hospital updates on diseases for surveillance and monitoring report • Troubleshoot and repair computer damage or dysfunctions • Research and resolve department wide hardware and software issues • Installs computer applications and software needed by different offices • Configure computer network • Give advice on proper computer care and the best computer programs and brand • Perform other functions that maybe assigned by the Regional Director/ Supervisor from time to Time REFCON ENTERPRISES CORPORATION Intramuros Manila, Philippines COMPUTER TECHNICIAN (On call) January 2009-December 2011 • Installing Hardware and Software Systems • Maintaining or Repairing Equipment • Troubleshooting a variety of computer issues • Setting up computer security measures • Configuring Computer Network • Offering technical support on-site or via phone or email NOZOMI FORTUNE SERVICES INC. Calamba City, Laguna PRODUCTION OPERATOR (Sorting Process) April 10, 2007 –October 30, 2007 • Run a production machine and understand its operation or assemble product to customer specifications. • Maintain proper counts and complete labor cards correctly. Report all scrap. • Assist the Production Supervisor/Lead Person in achieving scheduling requirements. • Complete charting as required by Q.C. Department standards. • Work closely with Q.C. to assure conformity of product to customer requirements. • Assist in the maintenance of tooling and equipment. • Maintain a clean and safe work area. • Perform other related duties as assigned. EPSON PRECISION PHILS. INC – LIPA PLANT SEPZ, Lima Technology Center WAREHOUSE OPERATOR (IIP IN-HOUSE LOGISTIC) October 3, 2005 – January 31, 2006 • Receives and inspects all incoming materials and reconciles with purchase orders; processes and distributes documentation with purchase orders; reports, documents and tracks damages and discrepancies on orders received • Fills supply requisitions; assists buyer to order adequate merchandise and supplies; delivers orders to faculty and staff • Receives, stores, tags and tracks surplus property; prepares property lists for items to be sold at auction • Receives and stores documents and confidential files; maintains record of approved document and confidential file destruction • Ships canceled and damaged items back to vendors as appropriate • Delivers and sets up furniture for various campus events as requested • Handles and documents storage and transportation of hazardous materials • Maintains the warehouse, records area and stores area in a neat and orderly manner • Answers questions regarding procedures and resolves discrepancies regarding receipts, deliveries, warranties, repairs and surplus property • Trains and directs the work of student assistants. Educational Background COLLEGE Associate in Information Technology Year Graduated: 2010 - 2011 Laguna State Polytechnic University Sta. Cruz, Laguna Trainings Attended • Land Bank of the Philippines ( On-The-Job Training) Agrarian Operation Center IV Farmers Receivable and Transaction Division November 3, 2010 – February 10, 2011 • Network Policy and Computer Virus Awareness September 23, 2005 • General Safety Orientation September 22, 2005 • ISO 9000 Awareness Training September 22, 2005 • ISO 14000 Awareness Training September 22, 2005 Personal Information Gender: Male Civil Status: Married Height: 5’8” Age: 34 Nationality: Filipino Languages: American English, Filipino I hereby certify that the above information is true and correct to the best of my knowledge and belief. Charles Nielsen A. Carrillo