Jovie Barruga

Jo v ie Lo u B. Barruga # 358 Kalawaan Darangan, Binangonan , Rizal Philippines 1940 +63 (998)- - HIGHEST EDUCATIONAL ATTAINMENT: May 12 2001: BS Computer Engineer, AMA Computer College Q.C JOB EXPERIENCES: Cognizant Technology Solutions: Nov.28 2011 – Present • Network and Systems Services /Systems Admin (Promoted June 2013 – Present) Dedicated local support under a famous Swiss Bank - Offshore Account Ticket Incident and Request monitoring - Handling ticket incident and resolve end user's issue under SLA. - Fulfilling of ticket and email request as per end user's specification under our scope of support. - Coordinating with appropriate Support Unit to resolve or fulfill incidents or requests Network & System Maintenance In charge of the operation and maintenance of systems hardware, software, peripherals and related infrastructure in accordance with standards and project/operational requirements - Maintaining the quality of each and individual workstations and virtual machines while making sure that the whole center's network is running efficiently. Preventing or minimize server and system "DownTimes" especially on the production floor. Citrix Client VDI Admin [vSphere v 5.5 – 6.0] VDI Maintenance VDI Rebuild / OS & Software Installation & configuration Roaming and Local Profile Reset and Re-creation  ITIL V3 Certified (In-House)  Lean Six Sigma Yellow Belt Certified (In- House) Monitoring of Systems Security and Integrity Monthly/weekly update patching of firewall and systems security Monthly update of server patches Facilitate Preventive Maintenance [Infrastructure] Raising of Change ticket on a scheduled preventive maintenance  Quarterly event for both Network and VoIP devices ensuring service integrity for production  Preventing unscheduled system downtime Active Directory Admin (local Network) User and Group Account creation User and Group account maintenance  Unlock and Reset Password  Checking of User/Group account status [deactivate or re-activate] Monthly monitoring of Account access permissions - [deactivate / extension ] Monitoring and joining of workstations to network GPO Admin Maintenance of policy integrity Policy creation under new or existing Business Unit  In accordance to project requirements Cognizant Technology Solutions: Nov. 2011 – June 2013 • Sr. Systems Executive /Global Helpdesk Support Helpdesk Support Provides helpdesk support to all the Accounts clients from APAC, EMEA and US regions. Triage and ticket management Gathers complete information from the end user, efficiently Analyze the issue, create ticket, document steps taken, isolates causes, researches the knowledge base for known solutions, recommending efficient paths to resolution Assigning tickets to appropriate support units to meet account and end user's SLA standard Managing ageing tickets Active Directory Admin (Citrix Environment) User and Group account maintenance  Unlock and Reset Password POC Supervisor Weekend Support (March 2012- June 2013) Effectively supervising the weekend support team on all platforms, managing escalations of end user's and business critical issues by coordinating with relevant on call Support making sure that proper resolutions are given and SLA's are met. Acting as SME during weekdays by assisting other agents in handling end user concerns and managing ageing tickets to comply with the clients KPI’s (Key Performance Indicator). Supervising the whole operations if Leads/Deputies are not available. Acting as SME by assisting analysts in call handling and user's concern. Taking call escalations Queue Management  Ensuring that all analysts will be provided with adequate breaks on their whole shift. US Autoparts Network Corp: Sep. 23 2010 – Nov. 27 2011 • Sr. Sales Representative / Researcher / Web Developer  Provide superb customer service by analyzing the problem. Providing clients the correct parts for their vehicle together with its right applications and functions to prevent return.  Develop and maintaining intra sites for representatives.  Intra Site serves as a research tool for agents to use in providing the correct parts to the customer. Perimeter e-Security: Jan. 15 2010 – Sep. 23 2010 • L2 Tech Support and Email Helpdesk Analyst  Provides technical support to both end users and corporate account users. Analyzing and troubleshooting and providing solutions for email, browser, network or system issues.  Proficient in email client such as, MS Outlook, Outlook Express, Windows Live Mail, Mozilla Thunderbird, Mac Mail and Entourage. IBM Daksh Philippines: Feb. 23 2007 – Aug. 21 2009 • Technical Support for RCA, Thomson and GE U.S Market  P.O.C (Point of Contact) May 2008 – Aug 2009  Acting Supervisor  Directly reports to the Shift Manager for agent reports and floor update  Do coaching and feedback sessions  To enhance strengths and areas for improvement  Do coaching and feedback sessions; to enhance strengths and areas for improvement.  Check on agents stats such as AHT and Q.A  Floor walk; provide technical assistant to agents call  Take escalation calls Infonxx Inc.: July 22 2003 – Feb. 2 2007 • Customer Service Representative, Directory Assistance  Promoted as a MODEL SQUAD (MOD SQUAD)  Mentor, coach and teach agents who needs to improve their stats. ClientLogic (formerly Contact World): November 27, 2002 – February 2003 • Technical Support for DELL Computers, and Telemarketer U.S market  Provide technical assistance to Dell's desktop consumers U.S Asia Solutions: August 20, 2002 – November 2, 2002 • Telemarketer U.S market personnel  Provides timeshare packages to aspiring families who wants to have an unforgettable Vacations with their love ones in the U.S Field Engineer (self-employed): May 2000 – August 2002 • On-site Technician  Provides on-site technical assistance and troubleshooting for both software and hardware issues for desktop users. GMA Network Inc: December 2000 • On-the-job Training as an I.T technical Support Crew  Provide PC troubleshooting for both software and hardware, primarily in regards with Microsoft Office Tools and Windows Operating Systems.  done cabling and network support throughout the company. SKILLS: Expert on Citrix Application, VMWare and VPN client: - XenApp, XenDesktop and Citrix Receiver admin and maintenance. Expert on WINDOWS OS namely: - Win Millenium, Win XP, Win Vista, Win 2000, Win NT 2000/2003/2008 and Win 7 Expert on Service Now Ticketing System: - Incident and Request ticket management. Expert on Sharepoint - Owner/Admin of Sharepoint sites Expert on Active Directory: Expert on Microsoft Office Tools 95 – 2010 - Account creation and management - Access permissions; UNLOCK and RESET AD account - Checking of Group Membership and types of access permission of end user Expert on PC Troubleshooting: - Hardware , Software issues Expert on Web Browser troubleshooting namely: - Internet Explorer, Google Chrome, Firefox Mozilla, etc. Experience on Network Setup LAN/WAN/WLan - Dynamic VLAN, STP and MAC filtering - WLAN security (WEP, WPA, WPA2, AES) Web Developing by the use of HTML, Flash and Basic Java Scripting - Use Google Analytics to enhance developed Website. Expert on Email Protocol setup namely: - IMAP and POP3 (iphone, android, Outlook, etc) OTHERS: Total Exp: 10 years Present/Last drawn Salary: 40,168 Php Availability: Need at least 2 weeks' notice Reason for job change: Looking for better opportunities CHARACTER REFERENCE: NAME Ma. Corazon Flor Nikko Bengco POSITION Team Leader – Cognizant Manager - Sophos CONTACT - -