JAYSON ALIPIO SAMSON
Technical Skills
Education
Key Skills
Incident Management
Quality Assurance
Training
Service Design
Offshore Team Collaboration
Problem Diagnosis
Phone & Online Support
End User Support
Customer Service
Software Installation
LAN Connectivity
Technical Troubleshooting
Hardware Configurations
Tools
Microsoft Office 98 – 2013
Office 365
Microsoft Exchange
Windows Active Directory
Remote Desktop Connection
ServiceNow
Win@pproach
Citrix Server
Simplehelp Technician Console
Altiris
Webex
Platforms
Windows 98/2000/XP/Vista/7/8/8.1/10, Mac OS, iOs, Android
Development Skills
HTML5, CSS3, JavaScript
Certifícate / Trainings
ITIL V3 Foundation
Train The Trainer 101 Training
Train The Trainer Pro Training
Tertiary Level
2006 – 2009
AMA Computer University
Project 8, Quezon City
Philippines
BS Information Technology
2005 – 2006
AMA Computer College
Malolos, Bulacan
Philippines
BS Information Technology
Secondary Level
2001 - 2005
Collegio de Calumpit
Calumpit, Bulacan
Philippines
Languages
English
Tagalog / Filipino
Interests
Music, Travel, Photography, Free diving, Wall climbing, Carpentry, Culinary
Employment
August 2017 to present
Airport IT Support Analyst
Amadeus Marketing Philippines Inc,
Responsibilities:
Operations
Provide remote support for IT systems and networks, including system upgrades and hardware configuration.
Respond to customer questions concerning Amadeus Airport IT Products and Solutions.
Apply proactive problem management and anticipate potential incidents.
Take ownership of customer issues from acknowledgement through to resolution, facilitating investigation and problem solving to ensure that issues are progressed and resolved in defined time frames.
Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up to ensure resolution. Undertaking validation on resolutions to ensure that issues have actually been resolved.
Provide Amadeus customers with updates on the status of issues.
Collate errors and resolutions relating to Airport IT products and update trouble shooting documentation.
Identify functional and technical trouble shooting scenarios, error messages incidents related to Airport IT products, and create and implement corresponding knowledge solutions.
Document service recovery and workaround solutions.
Contribute to the service design phase.
Ensure that the support environment is properly configured and data updated prior to roll-out of new or adapted services.
Provide onsite support during customer implementations.
Service Quality Improvement
Reviewed and created support related processes and procedures.
Reviewed and developed the Service Quality for Incident Management
Reviewed each Incidents handled by the team and look for opportunities for improvements
Setup meetings with the management in discussing Quality Improvements
Provided feedback to team members in their Quality Scores
APAC Training lead for BRS
Acted as the APAC training lead for Amadeus BRS (Baggage Reconciliation System)
Ensured that training material is up-to-date with product releases and with troubleshooting content gathered from support lead.
Supervised and contained the risk of multiplying versions, in owning the community training material with version control
Scheduled regular sessions with peers to keep the SMC team current with product functionality content
Delivered customer and internal training on product functionality and troubleshooting
Collaborated and coordinated with technical writer, respective product management and R&D team members for knowledge exchange
Attended meetings, demos, presentations and other events related to the product, or delegate and drive return-to-base information flow
Projects/Achievements:
Delivered BRS (Baggage Reconciliation System) Functional Training to Ljubljana Airport in Ljubljana, Slovenia
Delivered BRS Functional Training to peers in Manila Office
Proposed and Implemented a new Quality Assurance checklist for Service Improvement
June 2014 – August 2015
IT Helpdesk Analyst
Solarwinds Software Asia Pte Ltd
Responsibilities:
Provided support to all Solarwinds Employee within their Asia Pacific Sites. Main support site is the Philippine site.
Incident and Service Request Management (Ticket Management)
Global IT Support
End User Support (via Ticket, Email, Lync(chat), Phone, Remote or face to face)
Inventory Keeping and Tracking
Worked hand in hand with Vendors to meet the company requirements in terms of machines/equipment, software and licenses.
Troubleshoot and resolving hardware and software faults (for pcs, printers, projectors and other machines)
User Account Management
Re-imaging of computers (laptop and desktop)
Monitored alerts for Networks and Servers Issues
Escalated Issue to the Level 2 Engineers when Issues are Priority 1 and Priority 2
Created Standard Operation Procedures
Basic Network Connectivity Configuration and Support
Configuration of Cisco Phones
Voicemail Configuration
Email configuration and troubleshooting (Outlook and Mobile devices)
Managed all the New Starters and Leavers IT details
Managed all incoming and outgoing email
Managed Building Access
Achievements:
Being the second employee for the Philippine site, I was able to help to build the company from the IT Side.
I was tasked to look for vendors that will help in meeting the company’s requirements.
I communicated with each department head to be able to provide the needed machines, accounts and software for each employee on each department.
I also proposed and implemented the use of IDs for the company. I’m also the one who created the template and produced the ID. I did some training for the creation and printing of the IDs.
I was also assigned to be part of the Event Committee within the company and was able to manage a couple of events.
March 2012 – May 2013
Service Desk Analyst
Kgb Philippines
Responsibilities:
Provided support through taking calls and handling the resulting incidents or service requests from all users and customers of Kgb and its affiliates globally.
Responsible for the following in the Incident Management process within the Kgb global network:
Logged and documented all incidents
Resolved as many incidents as possible at the first point of contact
Escalated incidents to other groups when required
Facilitated a fast resolution
Tracked, monitored and chased incident progress
Maintained positive and timely updates and communications with user and customers of Kgb and its affiliates
Provided information and updates on performance
Brought the incident to closure
Responsible for the following in the Change Management process within Kgb global network:
Logged changes as requested.
Needed to be aware of what changes are scheduled in order to identify if they might be the cause of incidents or problems.
Escalated incidents that may be caused by changes appropriately.
Communicated planned system downtime and interruptions to users and customers.
Responsible for the following in the Security Management process within Kgb global network:
Confirmed the identity of users
Password resets
Login resets
Request for access
Advised on the correct use of IT and adherence with the security policy
January 2011 – December 2011
Technical Support Representative
Startek International Ltd
Responsibilities:
Provided first-level technician support to all business users throughout the United States. Troubleshot hardware, software and connectivity issues for Windows users (Windows XP – Windows 7).
Diagnosed and resolved hardware, software and connectivity issues. Created user accounts. Resolved improperly configured settings.
Assisted users in installation of OS and other third party software.
Assisted users with policies and procedures for setting up telephone features (i.e. call block, call forwarding, voicemail, etc.), eMail configuration (Microsoft Outlook 2000 – 2010, Outlook Express 6.0, Mac Mail, Windows Mail), backing up and recovering their files from the cloud service, and isolating issues with their web and email hosting.
Escalated issues as needed and maintained communication with customer and Technical teams.
Ensured that tickets are properly screened prior to sending to the Technical Teams.
Monitored the call volume and tickets to make sure that the team is meeting the target.
Achievements:
Given tasks and additional responsibilities as a Training Intern and as an Academy Bay Coach providing training and guidance to 1st level Technical support and cross-training tenured staff.
Selected to create new procedures to improve the training for the new team members.
