Jason Borcelis

JASON BORCELIS SYSTEM ENGINEER (--Taguig City, Philippines PROFESSIONAL SUMMARY I am a goal driven, have honed my skills for years which actualizes my potentials as system administrator. Keen to detail. Dedicated to work, Able to work in amenable working schedule with a healthy environment. Skilled proven in troubleshooting to quickly resolve rapidly. Team player, multi-tasker and resourceful. ACADEMIC BACKGROUND STI COLLEGE NOVALICHES - BS IN INFORMATION TECHNOLOGY (1 year) – 2 Semesters Green Heights Subd, Novaliches, Quezon City, Philippines STI COLLEGE CUBAO - BS IN INFORMATION TECHNOLOGY (1 year) – 2 Semesters P. Tuazon Blvd, Cubao, Quezon City, Philippines 2 CAREER HISTORY SYSTEM ENGINEER (L2 SUPPORT) SYSTEM ADMINISTRATOR (L2 SUPPORT) SATELLITE OFFICE (VIRTUELLE GROUP) (SEPTEMBER 2024 - PRESENT) TATA CONSULTANCY SERVICES (JANUARY 2023 - SEPTEMBER 2024) •Monitor server health and security protocols -Provide advance IT support for afterhours users •Manage Microsoft Azure licensing, MFA’s & basic troubleshooting. •Install, Configure, updating software and hardware. •Monitors system performance, troubleshooting citrix issues, system downtime. •Managing user accounts and access permissions on/Off boarding. •Implement security measures, and ensuring data backups and disaster recovery plans are in place. •Maintains the IT infrastructure running smoothly and securely more on Virtual Machine Management. •Initiate creation & updating Knowledge base articles. •Manage and maintain an organization's computer systems and networks. •Manage Microsoft Azure licensing, MFA’s & basic troubleshooting. •Install, Configure, updating software and hardware. •Monitors system performance, troubleshooting citrix issues, system downtime. •Managing user accounts and access permissions on/Off boarding. •Implement security measures, and ensuring data backups and disaster recovery plans are in place. •Maintains the IT infrastructure running smoothly and securely more on Virtual Machine Management. •Initiate creation & updating Knowledge base articles. ADVANCED DESK SUPPORT (L1.5 IT HELPDESK, CS) CITIBANK (FEBRUARY 2021 – DECEMBER 2022) •Serve as the second contact with customers who need IT assistance via the phone, chat or email. •Perform advanced troubleshooting using different diagnostic techniques. •Troubleshoot, diagnose, and resolve software issues like in 0ffice 365 and Cloud Desktop •Provide quick resolution and excellent customer service. •Redirect unresolved issues to the next level (3rd Level) of support personnel. •Keep record of problems and their resolution using Service Now Ticketing Tool •Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. SALES CONSULTANT (CUSTOMER SERVICE, RETAIL SALES) AT&T (APRIL 2017 – APRIL 2018) CONSUMER SALES, CONVERGYS, •Create sales protocols and procedures designed to increase conversion rates and improve incoming sales interactions. Create positive and lasting relationships with vendors and suppliers. •Increase product knowledge among sales associates and involve senior management in product knowledge initiatives. •Set appointments with clients and follow up with them afterward. Organize an outside sale program. •Help improve brand awareness and social media presence in cooperation with the marketing department. •Promoting and selling products and services; Building strong commercial relationships. Act as liaisons and establish trust between companies and clients. IT HELP DESK SUPPORT NOVARTIS, WIPRO, PHILIPPINES (APRIL 2018 – FEBRUARY 2021) •Monitor and respond quickly to incoming requests relate to IT issues. •Maintain computer systems and act as support for any system down. •Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc). •Maintain user PCs, including upgrades and configuration as needed. •Assist with on-boarding of new users. •Keep inventory of all equipment, software, and license users. •Install, configure, and upgrade PC software. CHAT SUPPORT (CUSTOMER SERVICE, TECHNICAL SUPPORT) TELSTRA, CONVERGYS, PHILIPPINES (APRIL 2016 – MARCH 2017) •Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; explaining the best answer; following up to ensure resolution. •Recommends potential products or services to management by collecting customer information and analyzing customer needs. Contributes to team effort by accomplishing related results as needed. (The difference is supported through CHAT) TECHNICAL SUPPORT AGENT (CUSTOMER SERVICE, TECHNICAL SUPPORT) DISH, CONCENTRIX, PHILIPPINES (MAY 2013 – MARCH2014) •Attracts potential customers by answering product and service questions, suggesting information about other products and services. Opens and maintain customer account by updating and recording information. •Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; explaining the best answer; following up to ensure resolution. •Recommends potential products or services to management by collecting customer information and analyzing customer needs. Contributes to team effort by accomplishing related results as needed. EMPLOYMENT WHILE COMPLETING EDUCATION SERVICE CREW (OPERATION) Jollibee Foods Corporation Munoz Market, Quezon City, Philippines (Jan – Mar 2010) • Tend to the needs of customers, and providing help and assistance in the kitchen when such is needed. CORE SKILLS FREELANCE IT PROGRAMMER Quezon City, Metro Manila, Philippines (April 2010 – Mar 2012) • Independently and perform the following tasks for clients, project requirements, collaborating with business analysts, developing prototypes, writing functioning code, integrating software solutions into client systems, and performing debugging. TOOLS EXPERTISE Highly knowledgeable of products Up to date knowledge of the market Strong communication skills Expert at building rapport with clients Time Management Active Directory, Microsoft Azure, Citrix, VMware Horizon, ServiceNow Ticketing Tool, Linux, Kibana, MBAM, GoToResolve, Bomgar, Cisco Finesse, MS Office, HTML, Java programming, Word press. WORK REFERENCES Available upon request