Erwin Benitez Chua

Erwin B. Chua-3975 Sampaguita St Santo Nino Paranaque - (Mobile) /- (Landline) Professional Summary I've been on the customer service/client service and IT industry for 12 years and I've never been happier and more compelled to excel further in this chosen field. I’m results driven and consistently hitting goals and continuously improving the process and system, not only for the company but for the customers as well. I am highly reliable, motivated and can be depended on by the team. I can work as well even under pressure. I am always dedicated to my work and have a motto to always get the job done. Skills Critical thinking Task prioritization Multitasking Analytical thinking Quality assurance Issue research Process analysis Time management Written communication Trainings and Certifications ITIL V3 Certified (June--V- ITIL V4 Foundation (Pending Certification) Red Hat Certified System Administrator Training (RHEL7/8) Microsoft Azure AZ900 Fundamentals (July- CA Workload Automation/Autosys Training Work Experience Junior Technical Support Specialist – (Tax Goddess Business Service PC – Tax-CPA FIRM US Arizona) (January 16, 2023 – December 2023) Started as Junior Tech Support End to end incident management handling, providing technical support whether software, hardware or network related, acts liaison and working with multiple vendors in resolving firm’s technical processes and workflows. Finding solutions that require extensive research and investigation, providing workaround for staff if the current process within the firm isn’t working as intended. Ensure proper onboarding of new staff and setting their remote machines, as well as properly offboarding and executing termination of staff swiftly. All around solutions provider focusing primarily on resolving staff’s technical related inquiries particularly backend applications such as ATX Payrolls, QuickBooks, Adobe PDF, Slack, LastPass, Insightly, Google Workspace Business Enterprise and the like. Ensuring remote machines/servers are up and running 24x7, from the residence of the owner using Zoho RDP access. Ensuring Backups are performed daily basis for across all platforms. Tapped to be backup for automations team, automate any workflow challenges whether using Zapier, Slack Workflow or IFTTT. Tapped to be Team Lead on my 6th month (August 2023) as potential candidate among senior colleagues. Tasked to lead and drive the Team KPI that focuses of vulnerability and patch management (Rapid7-Insight VM), user access management (LastPass Security Scores) and Avast Malware and Endpoint for asset management of the firm. Appointed to be the Data Security Coordinator (November 2023) for the firm - for Arizona Board of Accountancy audit Ensuring data security is the highest responsibility that the firm have, persuaded the IT department head to increase the current security as identified gaps were pointed out, leading the mobilization of the team across improving the overall firm security. Spearheaded the project for Bit Encryption to all staff using ManageEngine features. Service Delivery Consultant Level II – (former HP/HPE/DXC Technology) (September 2014-February 2023) Started as Level I Consultant Provides 24x7 Middleware & Webhosting, Application, BURS support for multiple clients of DXC. Performs incident management, change management, operations management, security, and patch compliance audits. Performs routine health checks, server acceptance/server administration and troubleshooting technical situations, performs routine SSL certificate renewal for Unix RHEL and Windows Administration. Able to perform and assist in Disaster Recovery support for customers. Familiarity with monitoring tools such as Nagios, Spectrum, BSM, HPOVO. Familiarity with server administration tools such as VCenter. Familiarity with tools such Citrix Workspace / WTS, VPN tools such as Pulse Secure, Big IP Edge Client, Cisco AnyConnect. Supported the following Middleware technologies - IBM Message Queueing, IBM Web Application Server, Microsoft IIS, Apache Tomcat and HTTPD, Oracle WebLogic, IBM Tivoli Directory Server (LDAP), SFTP. Supported the following Backup and Storage technologies - Tivoli Storage Manager/IBM Spectrum Protect, HPE3PAR Storage, HPE SAN Storage, IBMV7000 (Storwize) and Veeam Backup Software. Technical Support Representative - Teleperformance Philippines (March 2011-September 2014) Tier 1 (March 2011 – September 2011) Subject Matter Expert / Senior Escalations Expert (September 2011 – February 2013)  Flex Quality Analyst (February – March 2013)  Performed inbound and outbound calls for a hard drive company in the NA customers. Performed on call troubleshooting for internal, external and NAS drives, entertainment media devices. Able to de-escalate and pacify berated customers. Performed as backup QA for the account where help is needed. Tier 1 TAIS (March 2013 – April 2013) Tier 3 Laptop Expert-Sales (May 2013- January 2014) Performed inbound and outbound calls with sales for a reputable laptop consumer company. Performed on call troubleshooting for any technical issues for laptop consumers, as well as media devices such as TV. Tier 1/ Concierge (January 2014 – April 2014) Performed inbound and outbound calls for Premium Australian customers with technical issues with their laptops. Educational Background College MANILA DOCTORS COLLEGE Bachelor of Science in Nursing (April 2010) Pasay City Highschool SAINT ANDREW’S SCHOOL (April 2006) Paranaque City Elementary EL NIÑO DE SALAMBAO ACADEMY (April 2001) Paranaque City Character Reference: Adrian Ross G. Custodio Teleperformance Supervisor - Jayson Zaguirre DXC Technology - Manager-