Christopher D. Pagunuran
Passport No: EB9997683
Mobile Number: +971552017281
Email Address: [email protected]
CERTIFICATIONS
Microsoft Certified Professional (MCP) – MCP ID: 6526426

Educational Attainment
Bachelor of Science in Computer Engineering
Saint Paul University of Philippines March 2000

WORK EXPERIENCES
IT Support Engineer 30 November 2011 – Present
Injazat Data Systems
Abu Dhabi UAE

Duties and Responsibilities:
• Resolving all IT related issues that was logged thru
BMC Services Ticketing Request and logging every update until
problem resolve.
• Installing operating system and software to computer.
• Testing software with other application, analyzing any
issues and checking the compatibility.
• Installing, configuring printer to be used as network
printer and testing the printing as end-user.
• Configuring email account to the computer and other
device like mobile phone.
• Troubleshooting and resolving computer problems and
replacing faulty hardware.
• Troubleshooting and resolving printer problems,
replacing toners and coordinating directly with the vendor for
mechanical replacement.
• Troubleshooting and resolving network problems,
replacing and patching cable connection, configuring wireless
device connection.
• Configuring cisco phone for user with desired extension
number to be connected to the network.
• Resolving and giving technical guidance for using Audio
Video System.
• Resetting and unlocking Network/Email Account of users
to the Active Directory Server.
• Coordinating and working directly with the Network
Team, Server Team and in higher Management in solving problems.
• Conducting orientation to the new joiners for the IT
policies and procedures.
• Updating asset inventory after deployment of computers
and any IT equipment.

IT Engineer 18 June 2009 – 30 August 2011
Majestic Donuts Corporation
Tuguegarao City Philippines

Duties and Responsibilities:
• Giving support and services in our IT System for a
reliable and stable environment towards improvement of the
business operations.
• Generating technical documents, manual and operational
guidelines for standard operational procedures.
• Analyze physical and software related faults on
switches and take corrective action.
• Installing, configuring, testing, maintaining and
administrating new and upgrade required networks.
• Providing specialist skills in supporting and
troubleshooting network problems and escalated calls.
• Installation and maintenance of network components such
as hubs, switch, routers, modems and structured cabling.
• Documenting network problems and resolutions for future
reference.
• Educating and assisting employees for the standard
procedures and in using the system applications.
• Installing, configuring, upgrading Operating System and
software like Microsoft Office, Internet Explorer and Email.
• Testing software with other application and modifying
programs to resolve any technical issue.
• Installing, configuring computer and printer in
connecting to the network.
• Troubleshooting, repairing technical problem and
replacing the faulty hardware of computer and printer.
• Recommending specification of computers need to
purchase and updating the asset inventory.

IT Support Engineer 18 January 2007 – 28 February 2009
Saudi Lebanese Modern Construction Co.
Riyadh Saudi Arabia

Duties and Responsibilities:
• Develop and implements workstation usage policies for
employees..
• Windows Server 2003 administrator to authorizing access
User Account and existing employees to have access to the
network.
• Set security restriction and network access for users.
• Create standard configurations for computer and
software.
• Installing, configuring computer, hardware and software
and providing technical guidance.
• Resolving any network problem, software and hardware
problems.
• Receiving calls, recording and tracking incidents and
request.
• Making assessment of request and resolving them.
• Generating technical documents, manual and operational
guidelines for standard operational procedures.

Quality Assurance April 2004 – December 2006
Prime Power Sourcing, Inc.
Pasig City Philippines

Duties and Responsibilities:
• Responsible for the quality of a packaged application
done by the Application Specialist.
• Checking and testing the application if it is working
with other applications with no bugs and no technical issues.
• Implementing quality procedures to ensure packages
follow a set of standard configurations prior to publishing to
Castanet Channel server for beta testing after a successful
Application Owner testing an production after successful beta
testing.
• Responsible in making Install Report of application
through HP Open View service desk.
• Responsible in making GRAD Operations Monthly Summary
Report for the GRAD Operation Manager.

System Engineer/Application Specialist March 2003 – April 2004
Prime Power Sourcing, Inc.
Pasig City Philippines

Duties and Responsibilities:
• Responsible for Certification and Integration of
applications/software to the Standard Enterprise Workstation
Platform (Operating System) environment.
• Testing, identifying and diagnosing functionality
errors and faults in application, and programming code within
established testing protocols, guidelines and quality standards
to ensure systems perform to specification.
• Packaging of applications using Marimba Electronic
Software Development.
• Publishing the application for Application Owner to
test the application if working and no technical issue.
• Lab testing the application before moving to Drop Off
for Beta Testing. • 3rd level support for application issues.

IS Helpdesk Analyst January 2001– January 2002
PC Tech
Makati City Philippines

Duties and Responsibilities:
• Receiving emails and answering phone call for incident
and request, gathering all important information to identifying
the problem and logging to ticket system.
• Assisting and guiding user for the IT procedure of
incident and request.
• Tracking the incidents, request and updating the user
for the status and progress.
• Making initial assessment of the incident, request and
resolving it thru phone support and remote access.
• Closing incidents and confirmation with the users.
• Create standard configurations for desktop hardware and
software.
• Installing, configuring and upgrading software,
• Resolve any network problems by configuring and re-
installing network connection.
• Coordinate and escalate incidents to 3rd Level Support

Training Attended:
Microsoft Certified Server Administrator (MCSA)
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP)

Skills:
1st Level Support – Single point of contact providing the users
a central point to receive help on various computer issues,
inquiries and any other problem related to Information
Technology. Ability to instruct and communicate with novice and
expert computer users relative to hardware and software issues.
2nd Level Support – Service Engineer with core of expertise in
configuring, troubleshooting, maintenance and making solutions
to problem of users’ computer, hardware, network and software.
3rd Level Support – Team Leader and supervise the work of 1st
and 2nd Level Support. Server administrator, accountable in
making solutions for the incidents which are not solved at 2nd
Level Support. Special analysis with programming skills.
Create, review and modify policies for the IT Department
standards.

Personal Information:
Date of Birth: August 14, 1977
Nationality: Filipino
Marital Status: Married