Reimon Silvestre Aquino

Reimon Silvestre Aquino Contact Address: Makati City, Manila, Philippines Phone: - Email: Experience Senior Application Development Analyst/ Senior Software Engineer , Accenture GDN, Microsoft|MSP| Office 365 – June 2017 to Aug 2020 • -Skill Highlights • • • • • • Service-focused Complex problem solver Innovative People person Strong decision maker Organized and independent • • • • • Summary IT Professional with almost 10 years of work experience and served in various capacities as Software Engineer/Senior Analyst Focused on Maintenance, Assessment; Deployment and Troubleshooting. Knowledgeable in Cloud systems, Microsoft Office 365 Administration, Exchange Deployment, Administration and Management , Intermediate Operating System/s and Hardware Management, installation & maintenance .People management & customer relations. Language English Filipino and Ilocano • • • • • Work with business users on system initiatives, from requirements gathering through deployment, with responsibility for maintaining product road maps & detailed project plans Work closely with business users, maintain & continually enhance business systems including reporting & analysis capabilities to meet everchanging business requirements Ensure the application is active & operating according to service commitments for assigned deliverables Organize & prioritize work effectively to facilitate resolution of problems & system continuity Ensure application maintenance work is being followed according to quality standards Ensure that primary support toward installation of application releases into production is being provided Assist in monitoring the budget by providing estimated-time-to-complete & actuals for assigned tasks Engage the team on Risk Management & Defect Prevention best practices. Work with different stakeholders to gather & interpret user/system requirements into support specifications. Anticipate, identify, track & resolve issues & risks affecting the application May create operational documentation for the application Education Bachelor of Science in Industrial Engineering, (Undergraduate) Saint Louis University, Baguio City Vocational Certificates National Certificate in Commercial Cooking, TESDA, Baguio City Related Work Experience Company Position Job Description Hewlett Packard Enterprise, October 2016May 2017 Global Service Desk (GSD) / IT Service Desk JJ Auto parts Pty ltd., May 2015- September 2016 (Home-based) Ingram Micro Philippines, LLC, August 2014- May 2015 Online sales Support/online mechanic IT Service Desk Work with clients with User end Software and Hardware via phone, email and chat. Ranges from Laptops, Desktops, mobile devices, Printers and peripherals. Software from Microsoft Windows Operating System, MS Office, office 365. SAP, Create, Monitor and close tickets Assist customers via Chat, email and phone with vehicle/car parts, compatibility Basic troubleshooting, general inquiries, upload and manage vehicle advertisements. Work with clients with products and services purchased via phone, email and chat. Ranges from computer hardware, mobile devices (Active sync, wireless peripherals, operating systems, software, Cloud services (planning, migration, activation for O365, data management, email archiving, data storage) create, monitor and resolve tickets. Work with customers over the telephone, Internet connectivity and e-mail problems, Wireless fidelity & router configuration, viruses, home networking, security software, familiarity on Windows operating systems & Macintosh, Monitor the network using various diagnostic tools for system outages, Open and track trouble tickets as needed. -Sell product upgrades to customers. -Takes over when Team Lead is not around. Handles immediate concerns within the team. [24]7 Customer Philippines, June 2010- August 2014 -Level 2 Technical Support, National Help Desk -Sales Team, POC/OIC Level 2, Fault Management Technical Support Teleperformance Philippines, September 2009-June 2010 Technical Support Representative Work with customers over the telephone & Email. Hardware and/ or service activation requests, porting requests, providing hardware troubleshooting, identify, investigate & monitor mobile coverage issues, create & monitor trouble tickets. Provides answers to customers over the phone by identifying problems, researching answers, guiding customers through corrective steps. Character References • • • Jerikko Franciso Former Application Dev. Specialist, Manager Accenture Technolgy GDN, Microsoft Office 365 David ‘Dave’ Badajos Application Dev. Specialist, Manager Accenture Technolgy GDN, Microsoft Office 365 Emikah "Mikah" Calingo Former Supervisor, National Help Desk [24]7 Customer-Contact Center Philippines