ERIC B. NACINO
AL MANKHOOL, DUBAI, UNITED ARAB EMIRATES
+971 - # RICKSONE2008@HOTMAIL .COM
https://www.linkedin.com/in/ericnacino
Summary
A result oriented professional with extensive technical experience working as IT Support Specialist and
Applications Support with emphasis on providing a high level of customer satisfaction and solution in
timely manner. AWS Certified Cloud Practitioner, ITIL® Foundation Certified, Microsoft Certified
Professional (MCP) & Microsoft Certified Desktop Support Technician (MCDST).
Skill Highlights
Excellent teamwork skills with a strong
sense of responsibility, accountability,
reliability, and commitment
Excellent interpersonal skills, time
management skills and ability to work
under time pressure
Asset and hardware management
Software installation, computer
(Desktop/notebook) hardware assembly,
troubleshooting and maintenance
Extensive technical knowledge, skills and
hands on experience on the following
Operating System & applications:
Win10/7, Windows Server 2008/2012, MS
Office 365/2013, Remedy, ServiceDesk,
Service Now, Jira, Networker, SAP,
Laserfiche, Workpoint/Sharepoint,
Symantec Ghost, SCCM, AzureAD,
Amazon WorkMail, MS Teams, OneDrive
Good working knowledge of Active
Directory, DHCP, DNS, Amazon Web
Services, Cloud Computing, Cloud Services
Experience
IT Support Engineer / Helpdesk – On Contract 11/2008 to 12/2020
Philip Morris Management Services (Middle East) Limited, DIFC, Dubai, UAE
Assigned as local affiliate’s Digital Workplace Ambassador during the migration, implementation
and deployment of new Digital Services/Tools (i.e. Digital Workplace awareness campaign,
migration to O365, OneDrive, MS Teams, SharePoint Online, Forms and assignment of O365
licenses to end users)
Support local DW team and global Intune deployment team in migrating company mobile
devices, shared and 3rd party devices as well as locally published apps to Microsoft Intune
Provide 1st & 2nd level technical and desktop support to all Philip Morris end users located in
UAE, Kuwait, Bahrain, Iraq, Oman, Qatar and Saudi Arabia
Provides technical support to Trade and Consumer Engagement team, as well as Sales Experts
with their account and mailbox creation, access to tools, preparation of work devices and
technical queries or requests
Supports IS Analyst / Project Leaders in implementation of new projects (Requirement
gathering, Vendor coordination & testing)
Maintain, troubleshoot and deploy company’s @myPC workstation image and other Windows
based desktop applications
Deliver Technical and Customer support in adherence with company principles and practices
within relevant & agreed SLAs.
Monitor, communicate & track requests (via HP Service Desk, Service Now, JIRA) from inception
to completion with customers & colleagues
Manage company assets and maintain a fully functional IS environment for all end user
computing requirements such as Dell workstations, telephones, mobile devices, printing (Xerox
Work Center, Canon, HP), Audio and Video conferencing (Polycom/Cisco) etc.
Manage Active Directory, configure User Profiles, access rights and Group policies.
Security System administration (Program access door; and access to MFP on SafeQ and Uniflow)
Perform IS Security Control tasks on Workstations, Servers, Business Continuity process, User
settings and Groups assignment on Monthly, Quarterly, Semi and Yearly basis to ensure that all
will be aligned to PMI global IS Security standards
Maintain and manage Backup on all PMI ME servers using ADIC SCALAR tape library and Legato
Software
Manage local Intranet or OnePlace page including publishing of announcements, local news,
updates etc.
Provide support to applications such as MS Office applications, Skype for Business, OneDrive,
MS Teams, Laserfiche, CONTROL, iSMS, uTrack, SAP, Workpoint/OnePlace Collaborate and
others
Provide support for Blackberry, iPhone, iPad and other mobile devices including PMI related
mobile apps (IOS/Android apps support for marketing/promotions teams during events)
Create Technical documents such as user guides, manuals, Tips n Tricks, conduct Trainings and
awareness campaigns as and when required
Provide technical/user support and mainly the go-to guy for small to large scale out of office
company events and meetings
Dell Support Technician (Dell Asia Pacific) - 07/2008 to 10/2008
eTelecare Clark Services, Clark Freeport Zone, Pampanga, Philippines
Provide real time chat and voice technical support to Dell customers in Asia Pacific (Australia,
New Zealand, Singapore, Malaysia, India, Philippines etc.) for Dell Vostro, Latitude, OptiPlex and
Precision Workstations
Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance
where required
Monitor assigned service calls to ensure timely completion
Escalate problems to appropriate next level of support when necessary
Meet or exceed various service levels as established by assignment (calls per day, ETA’s, on-time
response, administrative call closure, customer satisfaction)
Tactical Operations Analyst - 04/2007 to 07/2008
AOL Member Services Phils. Inc., Clark Freeport Zone, Pampanga, Philippines
Provide enterprise call center management & technical management guidance and support
24x7x365 for AOL’s global enterprise (AOL US, Europe, Australia, Asia Pacific, India, Argentina,
Mexico, Canada, CompuServe (CS), Netscape (NS))
Set up, facilitate, & provide updates for various meetings (daily call with sites, natural or
manmade disasters or events)
Coordinate and Lead conference calls related to Service Level, Outages, etc. (contact fix agents
anywhere in the world to attend calls, acquire data and impacts, complete replication & QA
processes, take decisions that could impact call center functionality, etc.)
Complete various research as needed to support a number of meetings involving various
stakeholders (includes weekly SysQual, weekly Production Support, Daily IDP, weekly Change
Control, etc.)
Perform real time and historical trend analysis to proactively prevent impact to contact centers.
Investigate, analyze, and resolve/fix (when appropriate) outages/issues (either directly or by
follow up) and communicate information to the appropriate parties/customers.
Manage all Tactical Operations (TacOps) Service Level Agreement (SLA) related items with a 99%
accuracy, completion, and deadline meeting rate
Perform other duties and responsibilities required to complete special projects as approved by
the TacOps Manager
Network Operation Control Consultant - 12/2004 to 03/2007
AOL Member Services Phils. Inc., Clark Freeport Zone, Pampanga, Philippines
Work primarily as Help Desk and Desktop support engineer for all computer issues by providing
first-level network, server, desktop and tools support
Respond to requests from end-users in terms of troubleshooting, analyzing, tracking, and
escalating technical problems with an end-user’s desktop environment
Monitoring of NetAgent service lines and administration of Frontdoor Load Balancers
Perform other duties/special projects as needed
Technical Consultant - 01/2001 to 12/2004
AOL Member Services Phils. Inc., Clark Freeport Zone, Pampanga, Philippines
Support US AOL and CompuServe members with a real time technical assistance through email
and live chat
Conduct Team Calibration/Pre Shift Briefing, and participates in monitoring and in improving
individual and crew performance
IT Certifications
01/2021
08/2014
01/2008
01/2008
AWS Certified Cloud Practitioner
ITIL® Foundation
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified Professional (MCP)
Education
Education Level:
Course:
Date/Year:
School/University:
Address:
Bachelor's / College Degree
B. S. in Computer Engineering
June 1995 – March 2000
Mariano Marcos State University
Batac, Ilocos Norte, Philippines
Education Level:
Course:
Date/Year:
School/University:
Address:
Short Term Course
CISCO Module 1,2 & 3: Data Comm. & Computer Networking
June 2003 – May 2004
Systems Plus Computer College
Balibago, Angeles City Philippines
