Villaruel, Jomann Lee B.

168 Neptali Gonzales St. Hagdan Bato Itaas Mandaluyong City

Cellphone No.: +639089200878

Landline No.: 945-9140

E-mail address: [email protected]

Availability: ASAP

Career Objective: To apply what I’ve learned, and use my skills and abilities as an Information Technology to the company that I am going to work for.

Working Experience:

Sterling Global Call Center                                                 20th Floor Raffles Building Pasig City

August 2, 2018 – Present

Desktop Support Engineer – Acting Team Lead

Duties and Responsibilities

Ø  Assist users regarding on their computer hardware and software issues.

Ø  Coordinate with IT team through viber.

Ø  Update inventory whenever there will be a transferring of units.

Ø  Create weekly task and send it to IT supervisor

Ø  Coordinate issue with NOC/Helpdesk regarding AD password reset and unlock.

Ø  Coordinate issue with NOC team if there is a network issue.

Ø  Assist user regarding to their Kerio firewall issue.

Ø  Route IP address of web tools & shared drive in user’s machine.

Ø  Troubleshoot MS word, excel, powerpoint and Outlook issues.

IBM                                                                                         8th floor Hanston building Pasig City

November 03, 2017 – May 2, 2018

Customer Support Representative

Duties and Responsibilities

Ø  Assist user’s issue via phone.

Ø  Very user’s account information on Service Now Ticketing system.

Ø  Reset & unlock user’s merlin or ad account.

Ø  Assist IHG employee on re-imaging their machine.

Ø  Dispatch HP personnel once found out their is a hardware issues.

Ø  Assist user on their issue’s with holidex and SPS concern.

Wipro Technologies                                                             Cyberpod, EDSA Cor Quezon Ave, Pinahan, Quezon

December 12, 2016 – October 11, 2017                                City, 1100 Metro Manila

IT Service Desk Analyst                                                         Under collabera

Duties and Responsibilities

Ø  Assist Internal & External Novartis employee via phone, chat or web.

Ø  Proceed to Entitlement  Process.

Ø  Tools used on assisting user concern. Nova template,GDDB, Webra, SSP, Claris, Connectq, BYOM, SRM & Bitlocker app.

Ø  Assist user’s Top call drivers concern.

Ø  Assist users regarding of their mobile phone issue.

Ø  Use KMP tool to know what are the troubleshooting steps needs to be applied on user’s end also know what would be the next process after troubleshooting.

Ø  Log all troubleshooting steps including KMP path were you got the information in our BMC remedy.

Ø  Software we use on conducting remote session Offer Help, Skype business and Bomgar.

Ø  Track & Update existing INC, WO and REQ tickets.

Ø  Coordinate with Resolver group if the tickets are not being updated within 48 hours, so called Resolver chase.

Ø  Coordinate with customer or user if we need to conduct troubleshooting steps that came from resolver group, so called Customer chase.

Towers Watson Global Business Services, Inc.               16/F Bonifacio One Technology Tower

March 17, 2014 – October 10, 2014                                      3030 Rizal Drive corner 31st Street Fort Bonifacio

Data Analyst                                                                           Global City, Taguig City

Duties and Responsibilities                                                 Under Mirof Resources, Inc.

Ø  Update the version id and data elements of each survey files we received from DCP Portal.

Ø  Update all data’s in organization and incumbent data tab before loading it in pre-load tool.

Ø  Verify and update all data of the validated file according to pre-load rule manual.

Ø  Create a new copy of validated files to “Loaded Folder”.

Ø  Load all the validated files to data loader.

Ø  Update survey files in on-track (Loaders Stage).

Ø  Return all the deleted data in data collection using v-lookup before batch validation.

Ø  Batch validates survey file then export it from data collection.

Ø  Scan, update, and delete some values changed by data collection.

Ø  Load all data of the exported file in VQ QA Tool to check if all the data are updated properly.

Ø  Update survey tickets in on-track (VQ QAs Stage).

Ø  Put a GRC comment in each type of warning we found in overall data review sheet.

Ø  Load the final load submission file in data collection using data loader.

Ø  Batch validates and approved the submission using data collection.

Ø  Update survey files in on-track (VQ Approvals Stage).

IBM Cyber One Plaza – Project Swift                                18th floor Cyberone Plaza Eastwood Libis, Q.C.

June 12, 2012 – December 31, 2012                                     Under Transman Agency

Technical Support Engineer/ Network Support

Duties and Responsibilities:

Ø  Monitored and managed both service and incident tickets coming from codesk system.

Ø  Attended urgent calls received in our shift phone.

Ø  Provided technical assistance when regards to their IT peripheral problem.

Ø  Coordinated users’ machine problem to level 1 and level 3 supports if the problem is out of our scope.

Ø  Created ITSR, RFR & RTSR form when replacing a defective it peripheral parts of the user.

Ø  Submit scanned ITSR copy to our Technical Lead for approval.

Ø  Submit scanned RFR & RTSR copy to Asset Coordinator.

Ø  Updated, transferred and closed both service and incident tickets received from codesk system.

Ø  Conducted ping & telnet test on the following IP address provided by Network team.

Ø  Documented all network tests performed and send all the artifacts gathered to our network team.

IT Helpdesk L1 Onsite lvl 2(On Demand) Data center support – IBM

June 22, 2011 – June 11, 2012

Projects Trails:

v Asian Development Bank                                                v Diageo Phillippines Inc.

v Philippine National Bank                                                  v Del Monte Philippines Incorporated

v Dow Chemical Co                                                           v IBM UPA Ayala

v Mead Johnson Philippines                                               v IBM Plaza

v Nutri Asia Philippines

Ø  Ensure all deliverables are properly managed in specific time given.

Ø  Monitored and managed both service and incident tickets coming from RITS ticketing system.

Ø  Performed test on IT peripherals before we deploy it to our clients.

Ø  Provided technical assistance when regards to their IT peripheral problem.

Ø  Coordinated problem of the user to level 1 and level 3 supports if the problem is out of our scope.

Ø  Documented all troubleshooting steps applied in our ticketing system.

Ø  Documented all it peripherals of the user in our ticketing system.

Ø  Logged all service and incident ticket in our ticketing system.

Ø  Applied basic troubleshooting steps before escalating users’ concern to level 2 or level 3 supports.

Ø  Remotely troubleshoot and repaired users’ machine concern.

Ø  Coordinated urgent ticket to TSE or team lead if necessary.

Ø  Ensure all newly delivered IT peripherals are properly documented.

Ø  Updated asset tracker if there is massive relocation within the building.

Ø  Coordinated loss and misplaced asset to our Team Lead.

Ø  Daily replacement of server old tapes with a new one.

Ø  Ensure both old and new tapes serial number are properly documented.

Ø  Reset and unlocked users’ account password in AD.

Microbase Company- Project Shell
3rd& 6/FCasmer Bldg. 195 Salcedo St.,

March 12, 2009 – July 20, 2010

System Engineer / IT Helpdesk

Legaspi Vill. Makati City

On Job Training

TELUS Company

Discovery Centre Ortigas Center

Nov. 06, 2008 – Nov. 25, 2008
Pasig City

IT Support Specialist

Azguard Internet Café
350 A. Bonifacio St.,Brgy. Hagdang

April 29, 2008 – April 2016
BatoLibisMandaluyong City

Computer Technician

Educational Background:

Tertiary:
AMA Computer University, SY 2005-2009

Pureza, Manila

Bachelor of Science Information and Technology

Computer Proficiencies:

Ø  Knowledgeable in Lotus Notes 6-8.5.2 version, Sametime & Symphony.

Ø  Knowledgeable in Microsoft Office 2000,2007& 2010 and office 365.

Ø  Knowledgeable in Microsoft Outlook, lync and VPN.

Ø  Knowledgeable in Computer Programming C+, C++, Java, Visual Basic.

Ø  Knowledgeable in Web Designing Html, WYSIWYG, Dreamweaver.

Ø  Knowledgeable in Windows 95, 98, 2000, XP, Vista, Vista Ultimate, 7, windows 10, Mac Operating System Linux Fedora Version 10, Virtual Machine Ware OS and AS400.

Ø  Knowledgeable in Proxy Servers like Wingate, Untangle.

Ø  Knowledgeable in Adobe Photoshop cs.

Ø  Knowledgeable in Network devices like Modem, router, wireless router, switch, hub, repeater and bridge.

Ø  Knowledgeable in Iphone, tablet and blackberry device.

Seminars and Training Attended:

·         Lecture on Communication

·         Microbase Incorporated

·         Windows 2000 Advanced Server, Configure Active

Active Directory, Group Policy (DNS)

·         Basic PC Assembly, Disassembly and Troubleshooting

·         Active Directory, Group Policy (DNS)

·         CCNA BOOT CAMP Workshop

·         Customer Service Trainin

Certification of completion:

·         Advanced Computer

·         Office Automation

·         CCNA 1 (Networking Basics)

·         CCNA 2 (Router and Routing)

·         CCNA 3 (Switching Basics and Intermediate Routing)

·         CCNA 4 (WAN Technologies)

·         IBM – Problem Solving Decision Making

·         IBM – Secure IT Overview

·         IBM – Understanding Data Privacy

·         IBM – Customer Service Training

·         IBM – Effective Business Writing

·         Phil-Data – Mac IOS / Android

·         Phil-Data – Microsoft Windows 7, Windows 8 & Windows 8.1 Support

and Deployment

Character Reference:

Mr. Chris Lucas                         Mr. Harley Viado                            Mr. Neil Badillo

(IT Supervisor)                            (IT Technical Lead in ADB)             (Team Coordinator)

SSSC Company                         IBM Company                                Towers Watson

+639178849624                          +639088945256                             +639178075046

Mrs. Myra Estabaya                  Mr. Roberto Alejor                       Mr. Sylvester Manipon

(People Manager)                       (IT Team Lead in CB1)                  (SME in Wipro)

IBM Company                             IBM Company                                Wipro Technologies

+639209171789                          +639088945291                             +639168620778

I do hereby certify that the above information is true and correct with the best of knowledge and belief.