Michelle C Adriano

Michelle C. Adriano Imus Cavite OBJECTIVE: A fulfilling job dealing with computer/computer application in a growing organization where member’s potentials and skills are continuously developed. EDUCATIONAL BACKGROUND: -BS Computer Engineering- Pamantasan ng Lungsod ng Maynila Intramuros, Manila -Tondo High School- -Manuel L. Quezon Elementary School- WORK EXPERIENCES:                                                                                                                   SENIOR APPLICATION SUPPORT Application Support Specialist DHL Information Services (Asia Pacific) Sdn Bhd 3509 & 3511, Jalan Teknokrat 5, 63000 Cyberjaya, Selangor, Malaysia May 1, 2010 – December 30, 2018 Provides Level 2 support for DHL colleagues globally, specifically DHL Express users Deploys map, (Base, Clone, and Change Request maps) WM packages and configurations in both QA and Production environments using Cross Vista (XV) application. Handles production and UAT issues on Webmethods Integration Servers, GXS Application Integration, and connectivity (FTP/SFTP, Axway API Gateway – Web Services Broker). Performs Disaster Recovery switch Monitors Integration Servers via Veritas Cluster and restarts when necessary Coordinates to different teams for faster resolution of production issue Participates in on-call support during weekdays and weekends for US shift. Trains new colleague related to DHL Express support tasks Monitoring/fixing Pre-production and Production environments if needed. Leads migration of servers Act as acting manager when needed. INTEGRATION ENGINEER II GXS Software Development Philippines Inc (Now Opentext) 36 Floor RCBC Tower 2 Ayala, Makati City February 27, 2006 – April 2010 Deployment of EDI maps on Pre-production and Production environment Setup and update client Trading Partners using Application Integrator and Enterprise on Pre-production and Production environment Deployment of custom solutions scripts on Pre-production and Production environment Setup Pre-production and Production environment Installation of EDI plug-in/standards on Pre-production and Production environment Manages space allocation on Pre-production and Production environment Monitors EDI processes on Pre-production environment Investigate and Troubleshoot EDI translation error/failures Interacts with clients and project manager for special setups or request. Coordinates with Map Analysts, Requirements team and Software Engineers to guarantee that the setup and configurations in Pre-production and Production are aligned to the requirements of client Interacts with management and technical application teams both internal and external to define project specifications, time-lines and deliverables through attendance at client meetings for ongoing and prospective projects Internal QA of Implementation team Performing other duties in assistance to the support team for specific setup issues or concerns Learn new processes, application tools and information for continuous improvement and increase EDI efficiency JUNIOR SYSTEM ADMINISTRATOR Tri-Isys Internet (Inter-Island Information Systems, Inc.) Evernew Bldg., Escolta cor. Nueva St. Binondo Manila November 1, 2005 – February 17, 2006 Handle Abuse Concerns, Linux Web Server, Linux FTP Server, Linux Email Server and Linux DNS Server. Focused on Webhosting concerns. Monitors bandwidth traffic Responds to questions (Helpdesk Department) regarding Internet and E-mail related problems. SYSTEM SUPPORT Tri-Isys Internet (Inter-Island Information Systems, Inc.) Evernew Bldg., Escolta cor. Nueva St. Binondo Manila December 1, 2004 – October 31, 2005 Responsibilities: Monitoring and Maintenance of Servers Software Installation: Installs needed operating systems / software Sets up of server: Assembly and troubleshooting of hardware. Respond to questions (Helpdesk Department) regarding Internet and E-mail related problems. Handle Abuse Concerns, Linux Web Server, Linux FTP Server, Linux Email Server and Linux DNS Server. SENIOR HELPDESK SUPPORT REPRESENTATIVE Tri-Isys Internet (Inter-Island Information Systems, Inc.) Evernew Bldg., Escolta cor. Nueva St. Binondo Manila December 2003 – November 30, 2004 Implement all Memo's in the Helpdesk Department. Participate in the preparation of manual of procedures and documentation for helpdesk use. Monitor of Junior / Senior Helpdesk Officers on their telephone conversations. Develop workshops to share knowledge with colleagues. Monitor strictly the network for early signs of trouble and report it to the Manager and/or System Administrator. Ensure timely escalation of problems by documenting actions taken. Reports directly to the Manager for feedback coming from Junior Helpdesk Officers and Senior Helpdesk Officers, i.e. staffing, scheduling, technical problems or any concern in the helpdesk department. Address 3rd escalation of problem coming from clients in the helpdesk department. Conduct periodic Personnel Evaluation and Counseling of all subordinates. Report network status. Prepare operational reports (MRTG) Reports urgent problems to the system administrator immediately. JUNIOR HELPDESK SUPPORT REPRESENTATIVE Tri-Isys Internet (Inter-Island Information Systems, Inc.) Evernew Bldg., Escolta cor. Nueva St. Binondo Manila April 2003 – Nov 2003 Respond to questions from clients related to dial-up connection and other Internet related problems, over the phone. Provide technical assistance to clients on almost technical detail regarding the use of Internet (e.g. creation of dial-up, usage check, configurations and set-up of email). Address 2nd escalation of problems coming from clients in the Helpdesk Department. Report urgent problems to Helpdesk Supervisors. Provide feedback to Helpdesk Supervisors. Strictly follow telephone protocol of the Helpdesk Department. Maintain professional work attitude in dispensing duties and responsibilities. Solid understanding and strict compliance with Company Rules and Regulations. Solid understanding and strict compliance with House Rules of Helpdesk Department. 2nd escalation of problems coming from clients in the Helpdesk Department TECHNICAL SUPPORT Tri-Isys Internet (Inter-Island Information Systems, Inc.) Evernew Bldg., Escolta cor. Nueva St. Binondo Manila May 6, 2002 – April 2003 Provides feedback to the professional staff. Copies consulting materials. Photo copies pages from manuals or handouts as needed. Software Installation: Format hard disk. Installs needed operating system / Software to workstation. Sets up of computers: Assembly and troubles shooting of hardware. Provides technical assistance to clients. Respond to questions from customers related to dialup and network computer use, by email and over the phone. Help customer set up their computer for browsing; configure the network protocols and email. Routes consulting traffic. If the client needs to speak to a senior technical support, direct the client to senior, if available, or tell them the approximate wait time and record information. Logs and tracks request for assistance to in the database. Helps customers resolve logon and passwords problems Ensures timely escalation of problems by documenting actions taken. Participates in the preparation of procedure manuals and documentation for technical support use. Tracts user problem trends; make recommendations for improvements to the network system and create reports based on information provided from the trends. Assists in the resolution of user and support issues to ensure positive impact on customer satisfaction. OTHER WORK EXPERIENCE Ever Gotesco Cinema Sales Staff(April – June 2001) Main functions are in retail area. Prepares daily stock’s inventory and customer service. Assist customers with their needs and request, and maintain store cleanliness. INTERNSHIP: -AVID Sales Corporation/AVID Sony Shop MIS -Technical Support 1000 J. Bocobo St. Ermita Manila Nov 6, 2001 to Jan 30, 2002 SKILLS: Software / Hardware Installation and Configuration Linux System & Network Administration Advance Microsoft Operating Systems and network configuration. Electronic Data Interchange (X12, IDOC, EDIFACT)/AI Webmethods AS2 Cyclone SQL Enterprise EDI Maps Implementation Customer Service Internet Connection Troubleshooting PC assembly and troubleshooting OS / SOFTWARES USED: Windows Software AG Redhat linux /Mandrake/Mandriva Tradeguide Citrix/OpenText Vantive Ticketing System Service Now MAC OS Microsoft Office Microsoft Visio TRAINING: Q-Linux 101 Installation and Configuration 6/F Athenaeum Bldg. 160 L.P. Leviste St. Salcedo Village,Makati March 31- April 4, 2003 SQL Fundamentals October 2007 36thFlr. Tower II RCBC Plaza Makati Linux Fundamentals September 2007 36thFlr.Tower II RCBC Plaza Makati Application Integrator Training January 2007 36th Flr. Tower II RCBC Plaza Makati 7 Habits of Highly Effective People September 2006 RCBC Plaza Advance Speech 2006 Conoscenza Inc.’s AI Training April 2006 RCBC Plaza Enterprise Training March 2006 RCBC Plaza ITIL May 2014 DHL Malaysia Oracle Training DHL Malaysia PERSONAL INFORMATION: Born in Manila on October 13, 1980, stands 5’1” and weighs 70 kls; can work effectively under pressure and with various types of people; proficient in oral and written communication; patient, responsible, fast learner and highly diligent. CHARACTER REFERENCES: Jamilani Echipare Astec, Singapore Product Support Engr Amil Lopez HP Singapore IT Consultant