Andrew D. Mercader IT Helpdesk Support/Technician

Philippines, Cebu


Sitio Tambis, S.B. Cabahug St., Ibabao, Mandaue City

Tel No. (032) 420-6374 Mobile No. (+63) 9424623565 Email [email protected]

Objective: “To be part of your company’s workforce.”


IT / Computer Technician

Computer Reformat, Hardware and Software installation, and PC assembly. Computer network installation and network IP address configuration. Installation and Configuration for softphone (X-lite, Eyebeam) Computer configuration / advanced settings for windows go faster, checks and updates anti-virus. Windows firewall make sure turn ON. Block unwanted websites without software installer. Ongoing monthly maintenance of our servers, systems and PC’s.

Network Systems Administrator

Operate and maintain corporate network and Critical networks, protecting network assets. Establish and maintain external communication with other networks Develop and Strengthen working relationships with other IT, customers, and partners. Ensure daily activities are aligned with Network Operations Division priorities and objectives. Maintained local phone connectivity and hookups.



Google Drive – Cloud Storage & File Backup for Photos, Docs & More. MS Word, Excel, PowerPoint, Open Office Antivirus and Symantec Firewall and Backup Exec. Basic Adobe Photoshop CS3

Operating Systems

Basic Linux, Windows Server 2012 R2, Windows 10, Window 8, MS Windows 7, Windows XP, Vista


Windows Server 2012 R2, Network Installation & Cabling, Teamviewers, Remote Desktop Computer, Router Configuration, and Switches. CCTV & Wi-fi installation & configuration, Proximity Device installation & Configuration

Mounting of Server Blade & Cleaning


Vicidial Server:

Installation & Configuration for Outbound Calls Assigning users & Sip Phones, Username and Password, Make Campaigns, Groups and Users, Uploading Leads, Recycling Leads, Extract & Back-up Call Recordings, Reporting, and Monitoring.

Network Administration:

Administer Active Directory, Create OU’s & Users, Create Group Policy Objects, Assigned Static IP Mapping based on MAC Address, Reroute IP Address, Assigning VLAN, Basic Handling of Cisco Switches.


Handles all technical escalations from Tier 1, Maintains the load balance of SIP phones across a clustered Dialer system based on Operation schedule, Provisions IT requirements for new and existing campaigns, Performs daily or quarterly network / system maintenance, Follows the standard best practices in troubleshooting and implementation that has been set by the department, Responsible for IT resource inventory, Incident management and reporting, Responsible for procurement of IT equipment / material, Responsible for documenting internal IT procedures and keeping them up to date, Provides weekly IT-related reports (Bandwidth, VOIP reports such as VOIP cost, Dialer utilization, DID utilization, etc.), Attends regular weekly meetings, trainings, and team building events, Adhere to plotted working schedule, work shift breaks, and preset OT schedules, as set by the Manager. Performs additional work-related tasks / reports assigned by immediate superior. Adhere to standard policy and procedure set by the department and company.


IT Tier 2 Administrator Forward BPO April 2017 – February 2019
FPN EPIC Center, A.S. Fortuna Street, Bakilid, Mandaue City, Cebu

Helpdesk Support Staff Taking You Forward Inc. Dec 2014 – April 2017
Freelance January 2011 – Present Computer Technician
IT Support Yeon Telecommunications Venture
95 Osmeña Blvd. Santa Cruz, Cebu, Phil. 6000 Jan 04, 2010 – Jan 21, 2011

Production Operator Lexmark International Phil. Inc.,
Mepz II Basak, Lapu-Lapu City Aug 2007 – Dec 2009

Inventory Staff Innodata XML Content Factory Inc.,
Subangdaku, Mandaue City Dec 23, 2005 – Aug 2007

Computer Technician Andersons Computer Corporation,
Osmeña Blvd., Cebu City Aug 2003 – Nov 2003

Computer Technician Sage.Com Internet Cafè, Ibabao, Mandaue City Nov 1999 – Sept 2003


Age : 39 years old

Date of Birth : November 30, 1979

Nationality : Filipino

Gender : Male

Civil Status : Married


College STI-Mandaue Diploma in Computer Electronics & Technology

Oct 2001 – Oct 2004

Secondary University of the Visayas – Mandaue

June 1992 – March 1996

Elementary Mandaue City Central School

June 1986 – March 1992


Standard Work Training Lexmark International Phil. Inc. May 22, 2009

Contamination Control Lexmark International Phil. Inc Feb. 20, 2009

New Reality Training Lexmark International Phil. Inc Feb. 2, 2009

TPM: AM Step 2 – Problem Solving Tools Lexmark International Phil. Inc April 30, 2008

Lean Six Sigma Overview Lexmark International Phil. Inc March 31, 2008

TPM: Am Step 1 – Initial Cleaning Lexmark International Phil. Inc 3/14/2008 – 3/15/2008

TPM Overview (Total Productive Maintenance) Lexmark International Phil. Inc March 6, 2008 Anti-Drug Awareness Lexmark International Phil. Inc Oct 12, 2007

IT Security Awareness Lexmark International Phil. Inc Sept 28, 2007


Melvin Villamor

Development Specialist Team Lead / Accenture


Francis Salomon

IT Administrator / Demand Science


Jayson Blancada

Senior VOIP Engineer / MicroTalk Phil