Richard E. Punzalan
Graduate of B.S. in Information Technology.
Systems Plus College Foundation Inc. Balibago, Angeles City -)
Contact info:-| https://www.linkedin.com/in/richard-punzalan-375381ba/
Mobile number: Globe - | Smart -
WORK EXPERIENCE
IT Engineer (Network and Server Specialist)
Aerocom Technology - Oct 2017 – Present
Monitor client systems that include servers and networking devices.
Implementing, supporting, maintaining and troubleshooting client’s infrastructure and application such as 3CX phone system, backup software, antivirus software, business applications (MYOB Accounting software, MS Office, etc)
Update client’s devices such as Servers, Workstations, NAS, Firewalls.
Setting up Server Initial configuration (ILO, Raid, License, Drives, and Hyper V)
Setting up Firewall (Cyberoam and Sophos) standard build and configuration.
Resolved Hyper V related request like increasing and allocation disk space, increasing RAM.
Perform monthly server upgrade and maintenance (Windows patching, check system health, security, server restart, disk optimization)
Receiving calls and emails from our customer regarding IT request and issues.
Record all clients request and issues to Naverisk RMM (Ticketing system)
Resolved user request and escalate if necessary.
Coordinate with our clients regarding schedule maintenance, network and power outage.
Manage and monitor system alert (servers offline, disk space, SLA failure) and provide resolution.
Setting up backup software (Altaro, OSB). Monitor and resolved alerts.
Handling Microsoft exchange and Office 365.
Use DickersData in managing our different accounts and subscription in 0365.
Administer Email filtering system (SpamHero and TrendMicro).
Administer Anti-Virus Software (Kasperksy and Webroot),
Resolve Firewall related request such as firmware update, registration, creating firewall rule, port forwarding, IPSEC and SSL VPN, whitelisting and blacklisting, etc
Manage our access to client’s devices by performing network interrogation, network audit, creating firewall rule, port forwards, SSH installation, creating SSH tunnel and entries in RDM, creating and updating network diagram of a client and setting up and adding devices to monitoring (PRTG, Remote desktop manager and Naverisk RMM.
Create detailed and easy to follow documentation for our team knowledge base.
IT Service Provider, APSolutions, (Part time)
Client (Centrus Outsourcing System) - March 2018 to Dec 2018
Weekly onsite visit.
Maintain all IT equipment that include server, workstation, printer and software.
Suggest system security and improvement.
Perform project task (Firewall, CCTV, monitoring software, workstation setup)
Received calls phone calls or skype message for critical production issues (Offsite Support)
Network Technician, Contractor
Hawaii Family Center BPO - Jul 8, 9 and 10, 2017
Run network cabling in both new and existing workstations by following blueprints.
Establish voice and data networks by terminating and splicing copper wires and fiber optic cables.
Re-organized server room patch panel.
Test lines after installation to ensure they are getting signal and were working correctly.
IT Support Officer
TOA Global (Client: Southern Cross Electrical Engineering, AUS) - March 2016 to Oct 2017.
Received calls and emails regarding IT request and issues. Provide assistance and resolution to the request and issues.
Log all calls in JIRA ticketing system.
Create and manage JIRA statistics reports to be send to IT Manager.
Manage JIRA Atlassian. In charge of project workflow update and system changes.
Remote desktop support (Win 7, 8, and 10).
Support network printers/scanners (Ricoh, Sharp and Brother)
Support and manage TIPT Voip telephony system and Telstra mobile services
Monitoring and inventory of all IT assets using Lansweeper and coresite.
Hardware deployment (server, printer, desktop/laptop, desk phone/mobile phones). Assisting user in setting up and configuring their equipment.
Software deployment. Uses different tool such as scripting and manual installation via remote and VNC (Assisting user on how to use different software and application).
Handling Windows server 2008 and 2012 which includes File, DHCP, GPO, DNS, ADDS, RDS and Print management.
Use PowerShell in order to run report and automate system administration task.
Manage user, email, file and network permissions.
Knowledge in microsoft exchange 2016 and exclaimer digital signature.
Data backup of file server data, email pst and archives.
Experience with network security (Symantec web and email filtering system and Trend Micro)
Support cloudbase system and external application such as MYOB, JDE Oracle, ESS, Stems, Jira and Sharepoint.
Communicate with external IT service provider regarding issues, service update, licensing and certification.
Manage cloud base license and product (Autodesk and Adobe Creative Suite)
Document IT work instructions and share it to the team via SharePoint coresite.
IT Helpdesk Support
SOURCEHOV - April 2009 to March 2016.
Provide technical support to our customer regarding IT request and incident via phone, email, chat and ticketing system (service desk and BPOTS).
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other IT group or appropriate service resources to resolve incidents that are beyond the scope of Helpdesk responsibility.
Knowledge of change management processes, risk management processes, policies, guidelines and procedures.
Act as a liaison between customers and technical escalation teams.
Manipulate users / account users using Active Directory via Citrix website.
Manage application accounts such as Fastrieve, Formware, Grourpwise, Office Communicator, Breeze training and Pcard.
Change order request - delegate new hire, transfer and termination task to appropriate service resources.
VPN account creation, end user assistance and troubleshooting.
Ms outlook troubleshooting, providing access to end user, assist them in setting up email, creation of contact, creation of aliases, increase of email storage, email forwarding, archiving, creation and fixing pst file. Setting up email to mobile device such as Iphone and Blackberry phones.
Setting up conference bridge call and Invite appropriate IT groups and service resource in order to discuss critical and emergency issues.
Works effectively and carries communication with internal/external clients to obtain basic issue information and details to identify probable root cause and solutions.
Create and complete IT alert and maintenance notification in order for customers to get notified regarding scheduled maintenance and critical/emergency issue.
AT&T and Verizon account management (Ordering, Cancelling, Updating plans, Porting)
Employment and Education verification (from January 2014 to January 2015), Search student and employee contact via Internet. Contact employer and school for verification.
Server and Network monitoring using Orion and different Remote Desktop Applications.
Monitor secureworks antivirus ticketing system. Involved IT groups regarding possible issues.
Provide training and assistant to co-workers (New hire, Offshore Indian Support).
Documents resolutions and updates self-help and staff knowledge bases.
Production Control Support
Provide production support for several applications. Investigate and resolve account, connectivity and application problems in production environments. Troubleshoot error, stuck and pending production batches. Create SQL query to fix an error and stuck batches.
Monitor production process, server, and scheduled task using remote application, workflow, reports, and sql query.
Manipulate data using formware application and sql query.
Perform weekly production system maintenance. Check server disk space and perform disk cleanup.
Hourly update production team (data entry) in order to make sure all work is delivered on time.
Escalate unresolved and unfamiliar issue to level II or development team.
Works with level II Support/DEV team in setting up production process and schedule task.
Inform client regarding critical/emergency issue that might affect production delivery.
Provide training and assistant to co-workers (New hire, Offshore Indian Support).
Documents resolutions and updates self-help and staff knowledge bases.
IT Staff, OJT
IL & T International Group Phil - October 2004 – January 2005
Work with supervisor in Installing, configuring and troubleshooting laptop/desktop.
Working with supervisor in fixing basic network connectivity issues.
Encoder
CERTIFICATION:
Six Sigma Yellow Belt Training
ALTARRO VM Backup
VEEAM Backup
Technology Proficiencies
Microsoft Windows Server (2008, 2012,2016 and 2019)
Firewall (Cyberoam/Sophos)
Network and Server monitoring software (PRTG, Lansweeper, Orion)
Virtualization (Hyper V)
Server Antivirus (Trend Micro, Webroot, Kaspersky)
Backup software (Altaro, OSB)
Ticketing system (Service Desk, JIRA, Naverisk)
VOIP software (Telstra, 3CX, Zoiper)
Cloud licensing (O365, Autodesk, Adobe)
Microsoft Office and Exchange (Enterprise and Cloud base O365)
Network Printer (Fuji Xerox, Sharp, Kyocera)
Objective Statement:
Looking for a job opportunity as a System Engineer to utilize my vast technical experience to support and facilitate the organization’s IT needs, thereby ensuring that the computer systems will function efficiently and securely.
Character Reference:
Buenaventura Roy
Application Support Engineer-
Lotus Labs
Roy Espino
AVP - Project Management Manager Enterprise Global Services - Enterprise Project Management Solutions-
Wells Fargo EGS LLC Philippines
