Juan Manuel Cruz

Juan Manuel B. Cruz E-mail:-Contact No- BRIEF OVERVIEW     An IT professional with extensive conceptual knowledge in Information Technology and Systems. Skilled in implementing efforts enhancement and maintenance of information technology based applications, internet researcher with extensive technical background and sound understanding of technical and analytical tools. Resourceful in understanding of fundamental networking concepts pertaining to Data Structure, LAN and WAN, information security, troubleshooting and maintenance in multi-platform environments. Effective communicator with excellent relationship building and interpersonal skills, possesses a flexible and detailed oriented attitude with strong analytical, problem solving and organizational building abilities. PROFESSIONAL EXPERIENCE TELUS International June 6, 2022 – Present Google Workspace Admin Support Tier 3  Support Schools and Enterprise Businesses on their Google Workspace Admin console  Specialized on Chrome OS devices, Chrome browser, Mobile Device Management and Applications  Specialized on applying Users & Browsers and Chrome devices policies and GPO  Specialized on Chrome Browser Cloud Management for Windows and Mac Operating System  Specialized on Context Aware Access, Company-owned devices and Security Concentrix April 5, 2021 – May 14, 2022 Apple Advisor, Chat Support  Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems.  Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software and networking via chat support. MicroSourcing Philippines, Inc. November, 2017 – May, 2020 IT System and Network Administrator  Troubleshooting, Installing and Updating desktop PC hardware, software, printers.  Anti-virus updates and overall responsibility for company IT security.  Administer and maintain end user accounts. Permissions and access rights.  Monitor all Windows Servers and Firewall for performance issues and stability concerns.  Regular application installations, configurations and day-to-day administration.  IT Asset management and Ticketing system. XCEED Customer Care Solution April, 2017 – October, 2017 Technical Support Representative  Answers support related email, phone calls, and web chats.  Perform troubleshooting in Internet applications (E-Mail, FTP and Web browsers.)  Perform advance troubleshooting in MAC and Windows OS (Virus removal, internet and network troubleshooting, third party applications, hardware setup and configuration.) Accenture, (Project ARROW/Geek Squad), PH November, 2015 –February, 2017 IT Operation associate / Remote Desktop Support Specialist  Performs advance remote PC diagnostic and repair, PC optimization on client computers.  Performs in depth analysis, diagnosis and immediate resolution of client computer issues.  Fill out Log forms with accurate, complete and detailed information for tracking and record purposes.  Responding to queries on the progress of the PC repair by providing proficient chat and voice communication.  Escalate client’s problems or issues to Level 2 support up to Level 3 support.  Performs special task (callbacks, demo, testing, research, etc.)  Maintain consistent high level support and delivery to meet client SLAs. TECHNICAL CERTIFICATIONS  Certificate in Information Security Course (Cert ID: IRFZHTMNGAKUHWPNGBLC), Accenture, 2016. EDUCATION PAMANTASAN NG LUNGSOD NG PASIG Bachelor of Science in Information Technology, 2011 – 2015 Arellano University Pasig, 2005 - 2009 SKILLS AND KNOWLEDGE Microsoft Windows Operating System and Application  Windows 10, Office 365, Apple Operating System  MacOS, iOS, iPadOS, Apple Watch OS Firewall  Windows Firewall, WatchGuard, Bitdefender Firewall Anti-Virus software  Avast, AVG, McAfee, Norton, Webroot, Windows Defender, TrendMicro, Kaspersky, Bitdefender Administering Microsoft Windows Server 2003/2008/2012  Active Directory, DHCP, DNS, Remote Desktop, MS Exchange, Computer Networking LAN/WAN, Remote  Managing Routers, Switches and Access Point  TeamViewer, AnyDesk, LogMeIn Rescue, Citrix PERSONAL DETAILS Date of Birth Nationality : : September 11, 1992 Filipino Juan Manuel B. Cruz