ERICK M. PAGTALUNAN
B10 L10 P2 Umberto St. Avida Residences Sta. Catalina Village Salawag, Dasmarinas City Cavite 4114
Mobile: -
Email:-
Position Desired: IT Admin Support
Industry Certifications and Skills:
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MCDST: Windows
CompTIA A+ Certified
MCPS: Microsoft Certified Professional
Microsoft Office 365 Administration
Active Directory
Windows Server 2012 and 2016
JOB EXPERIENCES:
Technology Elite
IT Support Engineer – Level 2
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Active Directory Administration (creation of user's accounts etc.)
Knowledge of Backup technologies (Shadow Protect)
Office 365 Administration (user/mailbox creation)
Workstation operating system knowledge (Windows 10, 8, 7)
Microsoft Office 365
Experience working with Autotask PSA, RMM and document repository systems
Knowledge of Microsoft Windows 2012/2016 server
Experience in Citrix & VMware
Experience with modem/router setup and configuration
Working knowledge of wireless networks
Experience in configuring backup jobs and maintaining backup technologies (Shadow Protect)
Diagnose and rectify WAN and LAN issues, including ADSL based technologies
McKinsey & Company
Global Helpdesk
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January 2019 – Present
July 2017 – December 2018
Help firm members get their business technology up and running as quickly as possible by providing
premium IT support to colleagues via phone, email and chat.
Provide support and troubleshooting of OS and standard IT applications, LAN and WAN connectivity and
HW issues related to PCs and mobile devices.
Resolve complex technical problems and provide timely and effective solutions.
Collaborate with other internal IT support and development teams on a daily basis and continuously
contribute to the creation, documentation and improvement of knowledge as issues/solutions arise.
Teleperformance Philippines
Tier 2 Technical Support Specialist
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Provide floor walk support to both newly hired technical support representatives and seasoned agents.
Take supervisory calls and escalations.
Attend weekly meetings with managers to provide feedback regarding overall team statistics and how to
improve customer survey results.
Accurately records cases in the ticketing management tool.
Perform diagnostics and troubleshooting of related issues.
inContact Philippines
Technical Support Engineer
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June 2015 – October 2015
Identifies and resolves all technical Triage challenges as appropriate, executes duties in a thorough and
quick manner in accordance with the 15-minute timeline.
Troubleshoot software and connectivity services (inContact Product suite, circuits, and Password re-set).
Ensure that all calls, emails, and chat are answered in a timely manner and the queue is maintained.
Takes all inbound trouble calls, reports, chats, emails and cases submitted directly by customers or other
departments.
Intermediate to advanced knowledge of premise-based equipment and functionality (PBXs and Circuits).
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
Thomson Reuters
Customer Support Executive – Technical
Eikon
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June 2016 – March 17
November 2019 – June 2015
Provides answers to clients by identifying problems; researching answers; guiding client through
corrective steps.
Maintains professional and technical knowledge by attending educational workshops; reviewing
professional publications; establishing personal networks; participating in professional societies.
Maintains rapport with customers by examining complaints; identifying solutions; suggesting improved
methods and techniques; recommending system improvements.
Accurately assesses and records problems in the ticketing management tool.
Special Products Team (Legacy/Other products)
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Act as a liaison between customers and internal support staff to assure accurate problem interpretation
(data related issues and application support.
Maintain communications with customers during the problem resolution process.
Responds to phone calls and emails.
Perform diagnostics and troubleshooting of related issues
Accurately records cases in the ticketing management tool.
TELUS International Philippines
Service Desk Analyst – Advance Voice Business Test
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Create and monitor trouble reports for both data and voice circuits.
Programs phone lines, voicemail and PBX’s.
Tests phone lines and send out field tech dispatch if necessary.
Ensure that technical issues involving voice and data circuits gets escalated accordingly depending on
the impact and severity.
Provide comprehensive second tier phone support for the efficient resolution of phone line issues and
requests for end users.
ETelecare Global Solutions
Technical Support Specialist
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September 2008 – November 2013
September 2002 – November 2005
Provide solution / troubleshooting steps for laptops, desktops and printers.
Efficiently work on customers' technical issues.
Handles escalation and chronic issues.
Academic Background:
University of Sto. Tomas
Notre Dame of Greater Manila
BS Hotel and Restaurant Management
Secondary
1998 - - 1998
PROFESSIONAL DEVELOPMENT:
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CCNA Routing and Switching v3
German language course
ITIL v3 Foundations
HTML Essentials Training
MS SQL 2014
Rivan School of Technology
Goethe-Institut Köln
Lynda.com
Lynda.com
Brightson Technology
