Joedel Paul Sarvida

JOEDEL PAUL SARVIDA Infrastructure and Operations Analyst Experience May 2022 - November 2024 CyberQ Group Inc. Infrastructure and Operations Analyst --Sta. Rosa City, Laguna, PH 4026 EDUCATION B.S. Information Technology ST. PAUL UNIVERSITY, QUEZON CITY- SOFTWARE MASTERY GSuite M365 Salesforce VNC 3CX LogMeIn Rescue PuTTy PRTG AWARDS Top performer (2016, 2017, 2018) Best Resource Enterprise Network Inc. Best Hive (2015) Accenture, Inc Handle inbound calls related to password resets, issues with handheld scanners (Saturn Devices), Depot Sorter resets, inquiries from external customers about their parcel updates, network connections, and maintenance checks in specific areas. I also reinstall printers. Make outbound calls to BT (internet provider) to check for maintenance in certain areas and escalate network issues in the Depot. I follow up with users to provide updates, and inform the Depot/users about the resolution of their concerns. Perform a redback restart via PuTTy if the developer team updates the application/software. I monitor operations using Zabbix, report alerts to the engineering team, and take action on alerts via PuTTy. Respond to users via chat and emails. I check and reset the Depot Sorter via Procman. Use PagerDuty and NewRelic to receive and monitor alerts, and report to the respective department if the alert is unresolved after 10 minutes, considering it as P1. Check the printer via PuTTy for stuck printer jobs at certain Depots and cancel print jobs. Input the requested details into the Salesforce and ensure they are properly assigned. Handle request tickets remotely using Salesforce. Record information from tickets in the 'Knowledge-base document' to aid analysis and prevent recurrences when possible. Sep 2020 - Jan 2022 Department of Agrarian Reform Technical Support Staff II Installs and configures computer operating systems. Perform upgrades, repairs and applicable installations. Maintain workstations, laptops, and office machine equipment including software and hardware licensing compliance. Feb 2016 - June 2020 Best Resource Enterprise Network Inc. Fund Transfer - Payment Officer Processes online /offline fund transfers including internal transactions. Reconciles account that were used online Checks all account balances for any discrepancies. Jun 2014 - Jan 2016 Accenture, Inc Remote Desktop Support Upgrades, repairs and installs software through remote tools. Identifies issues in operating system make necessary action to solve existing issues. Removes malware when necessary. Certificates Professional Certificates in: Introduction to IT & Cybersecurity CYBRARY, ONLINE Azure Courses Network Security GREAT LEARNING, ONLINE