Rafael Molina

Objectives An enthusiastic professional, detail-oriented associate, and technically skilled as an individual. Proven amongst colleagues the ability to work within a team, especially in a remote environment. Driven with the need to succeed in life for my family and has the superb ability to learn skills quickly and efficiently. With over 13 years of Technical Support experience, I am specifically looking for a long-term career to grow and share the success with. Experience L1 Customer Support Engineer Crossover Full-time Remote Work September 2018 - Present Initial point-of-contact offering in-depth technical assistance to customers of our various enterprise software. (Voice, Chat and Email) Was also a part of the Imports team, in charge of migrating over newly acquired products aligning it with the Support function of Crossover. Creates Knowledge Base articles of undocumented process/troubleshooting steps for the overall improvement of the Support team. Continuous learning of new functionalities and skills required for certain products. Works with external teams in generating permanent solutions to product-related issues. Constant drive to achieve and sustain top-level metrics. Global IT Application Support Analyst Intertek Testing Services PH Ortigas Center, Pasig City, Philippines February 2018 – September 2018 In-house technical assistance for Intertek employees globally Serves as Level 2 escalation point for tickets from the Service Desk. Responsible for AD account provisioning and deprovisioning Office 365 Administrative support – Provisioning/Migrations/Troubleshooting/Setup In charge of troubleshooting/ migrations/ deployments performed for the host of applications that Intertek utilizes. Liaises with other teams to ensure the stability and health of the applications supported. Global Service Desk Analyst – In-House Abbott Philippines, Inc. (Formerly Alere) Taguig City, Philippines October 2016 – January 2018 Provides In-house IT support for Global Abbott (Alere) Employees. Serves as the initial point of contact for users reporting incidents (disruptions or potential disruptions in service availability) and for user service requests. Admin support for Exchange and Office 365 / Support for installing various software through SCCM Major Incident Manager / IT Service Desk Analyst/ Network Monitoring Computer Sciences Corporation Petaling Jaya, Malaysia Project: Eaton Corporation June 2012 – June 2016 Primarily in-charge of Major Incidents coming from the IT helpdesk being escalated to various support groups. Filters and classifies ticket to make sure that the ticket qualifies as a P1/P2 Incident. Investigates and analyzes issue to properly record Incident. Person in charge of sending out Service Interruption/Resumption notices across the Infrastructure. Person in charge of calling out and notifying the On-call support to ensure timely resolution of the Incident. Monitors and evaluates incident framework. Keeps a log of incidents to help track of any trending issues and help to ensure resolution by keenly examining and establishing processes to help prevent or minimize similar problems from arising. Serves as a back-up IT Helpdesk that provides thorough outsourced technical assistance to Eaton employees based from different countries (NA, SA, EMEA, APAC). Serves as the single point of contact for troubleshooting and/or submitting tickets to corresponding resolver teams. Monitors and responds accordingly to Network events/alarms that happen around the company infrastructure. Technical Solutions Specialist II – Remote Control Team Atos Inc., Philippines Quezon City, Philippines Project: MetLife (Global) December 2009 – May 2012 Promoted to RCT support for MetLife – Level 2 support that provides a deeper problem analysis and resolution specializing in Blackberry Enterprise Server and Lotus Notes. Initially part of the IT helpdesk that provides outsourced technical assistance for MetLife employees globally. Technical Support Representative Sitel Philippines (formerly Clientlogic) Pasig City, Philippines Project: PeoplePC Online Dial-up April 2007 – September 2009 Troubleshoots Dial Up connectivity issues Internet browsing issue troubleshooting and various other internet-related queries. Occasional up-selling of PeoplePC technologies that were deemed necessary according to user needs and wants. Education Technological Institute of the Philippines 2004 – 2007 (Quiapo, Manila) Bachelor of Science in Electronics and Communications Engineering Pamantasan ng Lungsod ng Maynila 2000 – 2004 (Intramuros, Manila) Bachelor of Science in Electronics and Communications Engineering Certifications ITIL v3 Foundation (Axelos, UK) Registration Number:- Certificate Number: GR-RM Effective Date: July 8, 2014 Skills Windows Operating Systems Ubuntu OS via Oracle VM Virtualbox Microsoft Office 2003 - Office 365 G-Suite apps (Gmail, Sheets, Google Chat, etc.) Email Clients – Microsoft Outlook, Lotus Notes and Thunderbird Virtual Private Networks – Checkpoint, Juniper SSL/Pulse Remote Access, Cisco AnyConnect, Kerio Control, OpenVPN and Pritunl Ticketing systems - BMC Remedy System 7.0 and 8.0/ Kaseya Remote / Service Now (Helsinki) / Zendesk Experience in using JIRA and Confluence Active Directory Management/ ActiveSync SSO/SAML integration Exchange Server Management / Office 365 Admin Portal Basic LAN and WLAN Connectivity Troubleshooting Avaya Softphone VOIP / Aircall Basic Mainframe, Oracle, and SAP Troubleshooting Symantec Endpoint Protection Manager Ver 12.1.6 SolarWinds Network Monitoring (Orion Platform 2015)/Kibana/New Relic VMWare / vSphere tool Windows Servers (2003 and 2012 R2) Blackberry Enterprise Server/ Mobile Device Management: Airwatch / Microsoft InTune IBM Sametime, Microsoft Lync, Skype for Business, Microsoft Teams, Mattermost and Sococo FTP/SFTP (Filezilla) Amazon S3 Basic API calling / troubleshooting (Postman) Basic MSSQL and PostgreSQL familiarity Basic understanding of JavaScript, CSS and HTML Basic knowledge of DKIM, DMARC and SPF setup. Available Documents Passport Certificates of Employment Diploma and Transcript of Records ITIL v3 Foundation Certificate Contact References will be available upon request.