John Oliver Manuel

WORK EXPERIENCE IT SUPPORTER DSV – Global Transport and Logistics John Oliver A. Manuel Supports employees via phone, email, and IM Chat Process User Admin related requests First Line Troubleshooting and analyzing for technical concerns raised via support channels including Self-Service Portal (SSP) Provide customer-facing product engineering support for Office365 IT SERVICE DESK CGI Philippines Salitran 3, Dasmariñas Cavite, PH- - PROFILE Focused professional with 8+ years of experience and a proven knowledge of advanced technology, end user support and troubleshooting. Aiming to leverage my skills to successfully fill the IT Support role at your company. KEY COMPETENCIES & TECHNICAL SPECIALIZATIONS Ticketing Tools (Service-Now, Cherwell & ITSM) Active Directory / ARS Dameware, LMI, VMWare SAP M365 / O365 Citrix Worskpace Basic knowledge and experience with data communications devices (switches, hubs, routers, firewalls) Excellent in installing and configuring computer hardware operating systems and applications via MAC and WIN OS Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint etc.,) Familiar in using Programming Language: C, C++, C#, HTML, PHP, Java, and Visual Basic.NET / ASP.NET (ITIL) V3 2011 *INTERNAL(Trained) Sep 2020 – Present Aug 2016 – Dec 2019 Handled (4) accounts/projects in the company (Kinder Care Education, SNC Lavalin, Foresters Financial and Evraz) for L1 and L2 support Answer user inquiries regarding computer software and hardware operation to resolve problems Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support Manage accounts for end-users via M365 / O365 with admin access CUSTOMER SOLUTIONS OFFICER May 2012 – Jun 2016 Smart Communications Inc. Maintains knowledge of current sales promotions, policies and security practices Improving the overall customer relationship, delivering reliable administrative support and customer service Sales activity planning, includes reviewing existing customer files to identify sales opportunities Able to troubleshoot handsets and attend to other similar technical problems QUALITY ASSURANCE May 2011 – Nov 2011 Gameloft Philippines Design test plans, scenarios, scripts, or procedures on Mac OS Test system modifications to prepare for implementation Document software defects, using a bug tracking system, and report defects to software developers EDUCATION HISTORY Bachelor of Science in Information Technology Jun 2007 – Apr 2011 De La Salle University - Gained extensive training and successfully accomplished all courses for the degree. TRAININGS AND SEMINAR ATTENEDED Application Security on Microsoft Azure (Via Pluralsight.com) Skill IQ: Proficient One Word Square Building, Upper McKinley, McKinley Hill, Taguig City Secure Learning: Setting Up Your Home Trend Micro Inc., June 26, 2020 Webinar CompTIA A+ Exam 220-902 Troubleshooting CGI Philippines, Inc. 13, September 2018 One World Square Building, Upper McKinley, McKinley Hill, Taguig City CompTIA A+ Exam 220-901 Networking CGI Philippines, Inc. 14, September 2018 One World Square Building, Upper McKinley, McKinley Hill, Taguig City CompTIA A+ Exam 220-901 Laptops CGI Philippines, Inc. 19, September 2018 One World Square Building, Upper McKinley, McKinley Hill, Taguig City BIOMODD Alumni Auditorium De La Salle University - Dasmariñas 18 August 2009 Explore IT 2010 AFP Theater Camp Aguinaldo, Quezon City 09 March 2010 Youth for IT 2010 University of the Philippines Diliman, Quezon City 16 September 2010 and 17 September 2010