Noah Yap | Freelancer Resume

Noah P. Yap  Block 6 Lot 16 Phase IV, Olivarez South Homes, Brgy. Sto. Thomas, Biñan, Laguna, 4024 --I.T. Technical Support Specialist   16 yrs experienced in Desktop Hardware/Software troubleshooting and repair 3 yrs experienced in I.T. Helpdesk/Servicedesk support    Troubleshooting and Incident Handling Strong organizational and multitasking skills Root cause analysis Areas of Expertise   Communicate technical directions over the phone Knowledgeable in LAN/WAN Technical Proficiencies Platform: Hardware: Applications: Win 7/8.1, Ubuntu, OpenSuSe DELL/HP Desktop and Laptops, Printers, Tablets, Avaya Phones Remedy Ticketing Systems, TrackSYS, Microsoft Office Suite (Excel, Word, Power Point, MS Project, Visio, Outlook), Solarwinds, CorelDraw, Photoshop, SCCM, ServiceNow, Altiris and ADSI Professional Experience Company: ALORICA, INC. Technical Support Specialist (February 2015 to Present) 2nd Floor, SM City Lipa, Ayala Highway, Lipa City, Batangas Tel. - Company: TEMPS and STAFFERS INC. (assigned Company: ALORICA-CEBU) ALORICA, INC. Technical Support Specialist (June 2014 to December 2014) 2nd Floor Servicio Filipino Bldg., 105 West Avenue, Quezon City Tel #: -. Responsibilities:                  Receives and Analyzes local and International calls concerning different Issues in the Network, PaBX, VOIP, Desktop, and System Applications. Does Minor and Major Troubleshooting for Desktop problems before escalating to different department cluster assignees such as Network Data/Voice, Tech Support and Client Helpdesk Makes documentations for each concern/request received via emails, ticketing system (Remedy) or thru phone calls until the Problem get solved. Provides resolution to every problems remotely so as per different assignees. Troubleshoot Desktop problems remotely (includes password reset, viruses, Spy wares, and System errors, etc). Troubleshoot create, update, backup email accounts. Troubleshoot applications of different call center accounts (check connection, Routes and Network traffic). Basic Telephony Troubleshooting (AVAYA). Server Manipulation (checks availability, create, delete, and modify NT accounts) Respond to Helpdesk calls, email, and personnel request for technical support Identify, research, and resolve hardware and/or software issues and other applications Generate reports on the common technical problems encountered Coordinate with different IT department groups for successful implementation of IT projects Escalate and dispatch technical support service as directed by standard procedures Utilize a tracking system to log Trouble Tickets and IT Service request, including tracking and closing tickets Perform other duties or projects that may be assigned from time to time Installation of Clients Application Software. Company: IOPEX Technologies Philippines, INC. Technical Support Specialist (Inbound Call Expert) March 7, 2014 – June 10, 2014) Responsibilities:  Diagnose, Doing preventive measures and Resolve Consumers Issues thru remote connection.  Services: Virus Protection, Malware Protection, Registry protection, PC tune-up and Internet support. Company: Advance Contact Solution Helpdesk Analyst (from July 2008 to May 2010) ALORICA, INC. Technical Support Specialist (May 2010 to November 2013) 2nd Floor, SM City Lipa, Ayala Highway, Lipa City, Batangas Tel. - Responsibilities:  Receives and Analyzes local and International calls concerning different Issues in the Network, PaBX, VOIP, Desktop, and System Applications.  Does Minor and Major Troubleshooting for Desktop problems before escalating to different department cluster assignees such as Network Data/Voice, Tech Support and Client Helpdesk  Makes documentations for each concern/request received via emails, ticketing system (Remedy) or thru phone calls until the Problem get solved.  Provides resolution to every problems remotely so as per different assignees.  Troubleshoot Desktop problems remotely (includes password reset, viruses, Spy wares, and System errors, etc).  Troubleshoot create, update, backup email accounts.  Troubleshoot applications of different call center accounts (check connection, Routes and Network traffic).  Basic Telephony Troubleshooting (AVAYA).  Server Manipulation (checks availability, create, delete, and modify NT accounts)  Respond to Helpdesk calls, email, and personnel request for technical support  Identify, research, and resolve hardware and/or software issues and other applications  Generate reports on the common technical problems encountered  Coordinate with different IT department groups for successful implementation of IT projects  Escalate and dispatch technical support service as directed by standard procedures  Utilize a tracking system to log Trouble Tickets and IT Service request, including tracking and closing tickets  Perform other duties or projects that may be assigned from time to time  Installation of Clients Application Software. Company: TELEPERFORMANCE TSR – Verizon Feb 2008 – July 09, 2008 14TH Flr. Octagon Bldg., San Miguel Ave., Ortigas Center, Pasig City, Philippines 1605 Tel. no- Responsibilities:    Handles inbound/outbound Calls Responds to customer calls using product knowledge Resolves customer questions and issues Company: TELETECH CUSTOMER CARE MGNT. (PHILS.) INC. CSR – Sprint May 2007 – Dec 2007 2nd floor Robinsons Metro, Brgy. Singcang, Bacolod City, Negros Occidental, Philippines Responsibilities:     Take the lead role in selling strategic and non-strategic products/services to prospective customers within assigned targets. Responsible for resolving customer issues on billings and technical concerns. Handles a minimum of 40 and maximum of 71 calls per working hours. Provide quality assurance to customers’ needs. Company: COCOON INTERNET and GAMING STATION Computer Soft/Hardware Specialist Jun ‘03 – Feb ‘07 La Salle Avenue, Bacolod City, Negros Occidental, Philippines Responsibilities:      Repair and troubleshoot hardware and software problems. Capable of retrieving lost/damage files. Secure company's files and system software. Desktop publishing includes corel design and adobe photoshop. Maintain good network connection/system and database. Company: CRYSTAL WEB MEDIA DEVELOPMENT Corp Computer Soft/Hardware Specialist May 2001 – April 2003 Responsibilities:       Rizal Street, Bacolod City, Negros Occidental, Philippines Repair and troubleshoot hardware and software problems. Capable of retrieving lost/damage files. Secure company's files and system software. Desktop publishing includes Corel design and adobe Photoshop. Maintain good network connection/system and database. Company: INFROMATICS COMPUTER INSTITUTE Computer Software/Hardware Specialist Mar ‘99- Feb ‘01 Burgos Street, Bacolod City, Negros Occidental, Philippines Responsibilities:  Repair and troubleshoot hardware and software problems.  Capable of retrieving lost/damage files.  Secure company's files and system software.  Desktop publishing includes Corel design and adobe Photoshop.  Maintain good network connection/system and database. Personal Data Age: Date of Birth: Nationality: Language Spoken: Gender: Marital Status: 36 November 27, 1977 Filipino English, Tagalog and Hiligaynon Male Married EDUCATION WEST NEGROS COLLEGE Bachelor of Science, 1995/2001   Major: Information Technology Certificate in Computer Technology References Available upon Request  Willing to Travel