Josephine Balen

JOSEPHINE B. BALEN 211 Gorordo Avenue Camputhaw, Cebu City 6000 (-- CAREER OBJECTIVE To obtain a position in your organization that utilizes the achievements, skills and leadership abilities, which enable me to perform efficiently in my job responsibilities. WORK EXPERIENCE October 2018 - Present Maintenance and Support Engineer L1 (promoted to L2 after a year) Amihan Global Strategies - Archbishop Reyes, Cebu Business Park ● ● ● ● ● ● ● ● ● ● ● Ensure that services are up and running and resolve technical problems with connectivity and affected services Act as 1st person on-call support should there be issues with the environment Provide mentoring to Tier 1 staff through direct formal presentation and/or ongoing knowledge sharing during case resolution. Perform regular updates and upgrades when necessary Maintain Linux Ubuntu Server and monitors network bandwidth consumption and storage and resources utilization via Grafana and other monitoring tools Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs Initiate and communicates with clients via email or Viber Escalate client issues to Engineering/Product Team if there are issues that needed faster resolution Maintain the list and inventory of certificates to ensure validity and renews when necessary Maintain operational, configuration, or other procedures Perform environment scans prior deployment via Qualys and Acunetix and remediate vulnerabilities as needed February 2018 – October 2018 Service Desk Analyst Level 1 Wipro BPO Philippines Ltd., Mindanao Ave, Cebu Business Park ● ● ● ● ● Provides first and second line process and technical support to internal staff of Asahi. Asahi Group Holdings, Ltd. is a holding company involves in the manufacture and sale of alcohol beverages Provides support for incident resolution and request reported Responsible for receiving, logging and managing calls from internal staff via telephone, email, chat, etc. Responsible for logging all calls in the Service Desk ticketing tool like Service Now Take ownership of user problems and follow-up the status of problems on behalf of the user and communicate progress in a timely manner May 2017 – January 2018 Import Operation Admin Staff Processing of import transactions ECU International Far East Limited – Phil. Branch, PAG-IBIG WT Corporate Tower, Cebu Business Park ● ● ● ● ● ● Process data entry and provide support for international shipments Responsible in receiving and record keeping of international shipment transactions Track shipments and communicate with POL about the package’s progress Provide efficient delivery logistics through data management Compile carrier and route assignments, compute and keep track of shipping payments and charges Process invoices needed in accounting March 2016 – February 2017 Technical Support (Data Migration Analyst) – Level 1 Data Migration for DGL (Practice / Clinic Management System Software) Clanwilliam Group, Eli Global Philippines, Cebu City ● ● ● Handled inbound and outbound calls to assist UK-based medical secretaries and doctors with pre and post migration concerns. Responded to customers’ queries with complete and correct information Performed data migration from an old server to a new one using scripts November 2014 – March 2016 Icomm International Inc. Skyrise 1 Bldg, Cebu City ● ● ● ● Technical Support Specialist Intern Performed Basic troubleshooting in internet and network issues Utilized Ticket Management System (JIRA) Performed Basic desktop troubleshooting Provide support to user’s technical issues via remotely connected to desktop/email SKILLS / CAPABILITIES ● ● ● ● ● Others ● ● ● ● ● Knowledgeable in Ceph, Openstack, Docker and Kubernetes tech stack Knowledgeable in Windows OS and Linux Ubuntu Remote Desktop Services and Support Customer Service / Documentation Network, Hardware and Software Troubleshooting Basic troubleshooting in internet and network issues Literacy on Helpdesk and Ticket Management System (JIRA) Basic desktop troubleshooting Network Skills (E-mail Exchange Account Set-up, VPN Configuration, Remote Desktop) Knowledgeable in logistic documents (Bill of Lading, Invoice, Manifest, etc.) EDUCATION Tertiary University of San Carlos -Technological Center; Talamban, Cebu City 6000 Certificate in Computer Technology (Systems and Network Administration) ACTIVITIES / AWARDS June 2013 – April 2016 Passerelles Numeriques Scholar CHARACTER REFERENCE 1. Ms. Donabel Magoncia Maintenance and Support Engineer Amihan Global Strategies 11​th​ Floor, FLB Bldg, Cebu Business Park--. Mr. Paul Pascubillo Infrastructure Engineer Amihan Global Strategies 11​th​ Floor, FLB Bldg, Cebu Business Park--. Mr. Romel Apas, CPA Senior Product Support Specialist Accountmate Philippines Corporation 3​rd,​ Floor, EngyTech Bldg. Hernan Cortes St. Mandaue Cebu--