John Paul Discion

JOHN PAUL S. DISCION IT - Global Service Desk SKILLS EDUCATION Computer Hardware Troubleshooting Technical Support Microsoft Office 2016/office365 Basic Active Directory Troubleshooting Windows OS 7 &10 Communication Skills Software Troubleshooting MS Sharepoint Troubleshooting INTERNATIONAL ELECTRONICS AND TECHNICAL INSTITUTE Information and Communication Technology 2012 - 2014 PERSONAL INFO: Date of Birth: April 14, 1995 Status: Single Nationality: Filipino Mobile No:- /- Telephone No: - Emai:- PASAY CITY WEST HIGH SCHOOL 2007 – 2011 JOSE RIZAL ELEMENTARY SCHOOL 2000 - 2007 WORK EXPERIENCE WORK EXPERIENCE IT - GLOBAL SERVICE DESK IT - DESKTOP SUPPORT Arcadis | September 2019- Present Provide technical support for ARCADIS users in APAC regions, Australia, UK, North America, Middle East and Europe. Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follow ups with other support staff (service resources) involved in resolution to ensure incidents are resolved Address and resolves basic incidents and request; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards. Monthly/weekly meeting with other IT services group (2nd line) to raise concerns and to improve work relationship with them. Service Source | March 2019 - July 2019 Active Directory Administration (User Management, Security Group). Microsoft Exchange Administration (Assigning license, Mailbox and Group creation). Avaya and Cisco Administration (Extension creation and configuration for hard phone and softphone). Troubleshooting desktop (Windows 7 and 10) Assigning security permission at shared folder. Liaising with the vendors to resolve technical issues for that IT equipment under warranty. Proactively conducting investigation and resolve problems in complex technical issues affecting end users and recommend effective and efficient solutions. Response immediately with Urgency Tickets /Escalated Issues through emails. Reimaging, deploying and migrating users from old PC to New PCs WORK EXPERIENCE WORK EXPERIENCE IT - DESKSIDE SUPPORT ENGINEER I IT - END USER SUPPORT Concentrix | June 2016 - March 2019 Handling I.T related issues in different Accounts (Apple, Bell Canada, Sears Canada, Xerox UK, Aetna, Amazon, Citi Sears, GCC, KeyBank, Corporate). Installing and configuring computer hardware, software, systems, networks, printers and scanners. Processing ticket based system to reach performance SLA of the team. Perform daily task given by the department head. Coordinating outages and system issues to Specialists. Knowledgeable for diagnosing & resolving hardware, software & end user issues. Accent Micro Technologies Inc, (AMTI) | Feb. 2016 - May 2016 Provide technical support to end users on site. Installing and configuring computer hardware, operating systems and applications. Approaching staff or clients regarding of their system issues either onsite, over the telephone, and emails to help and getting issues resolved. Supporting the roll-out of new applications and patch updates. Taking charge for the deployment of machines and peripherals. Familiarity with the tools used in every Accounts. (IEX, Verint, CMS Avaya, Citrix) Working within a TCP/IP network environment, including DHCP, VLAN, DNS, Ethernet and Crimping. Deploying new hardware, server backups and evaluating new software updates. Updating I.T Security protection (Symantec Endpoint Protection) to avoid security breach CHARACTER REFERENCE MR. MAVERICK AWA-AO IT Incident Manager - MR. EJAY CALUAG In-depth knowledge of installing operating systems, Windows 98 up to latest & Linux Base OS (MAC OS). IT Change and Release Manager Installing Microsoft application software and third party software. (Microsoft Office 365, Adobe, Java, Ascentify Player, iLog, IBM applications) MELBERT BAQUERIZA - IT Sr. Desktop Support -