BRIAN VICTOR EUGENIO BAUTISTA

#20 Pioneer St. Pleasant Hills Subdivision San Jose Del Monte City of Bulacan

Email: [email protected] Mobile: +63 995 5018358

TECHNICAL SKILLS

Ø  Citrix: Triage Process, Citrix App Center/Management Console, Citrix Provisioning Services (PVS), Citrix Receiver

Ø  Exchange: Office 365, Licensing, Mailbox Management, Calendar and Contact Management, Powershell scripts, Exchange Management Console/Shell, Exchange Online Protection (EOP), Exchange Admin Center

Ø  VDI: Vsphere, vWorkspace, increasing disk space and RAM, adding computers in vWorkspace

Ø  Mobile device Management : Intune, MobileIron

Ø  Operating Systems: Windows XP, Vista, 7, 8, 10; Windows Server 2003, 2008, 2012; Mac OS

JOB EXPERIENCE

Tools Provisioning Engineer – Reed Elsevier Shared Services Philippines Inc., Building P UP-Ayala Technohub Commonwealth Avenue, Diliman Quezon City, Philippines – (April 2018 – Present)

Ø  Managing a queue of requests from Technology Operations and Development teams

Ø  Working to SLA and OLA measures to ensure the best possible response to stakeholder requests

Ø  Creation of AWS (Cloud) accounts, in line with agreed TIO and Elsevier standards

Ø  Provisioning access to standard enterprise systems and tools (maintenance and removal of access in line with leavers requests)

Ø  Working closely with Tool Vendors to effectively manage licensing, and costs.

Service Desk IT Support Specialist – Reed Elsevier Shared Services Philippines Inc., Building L UP-Ayala Technohub Commonwealth Avenue, Diliman Quezon City, Philippines – (February 2013 – April 2018)

➢ Global IT Service Desk – supports almost 5 different business units based in EMEA, US and APAC regions

➢ Responsible for the Creation, Management and Termination of all company Mailboxes (User and Shared) on O365 server

➢ Deals with Creation, Management and Termination of Room Mailboxes and Shared Calendars on O365 server

➢ Support Mac and WIN Operating systems in installing applications depending upon its compatibility.

➢ Keeps check on the software versions which are installed in the operating systems and provide updates on timely manner.

➢ Interfaces with users for any Computer hardware, operating systems, Internet browsers, office productivity suites, core enterprise systems and classroom technologies open issues.

➢ Manages and maintains all user accounts and company devices like computers and mobile devices through Active Directory

➢ Management of File Shares on multiple Global and local server locations

➢ Deals Network protocols and troubleshoots connectivity problems like VPN, LAN and Wireless connections for both computers and mobile devices

➢ Performs Citrix troubleshooting, application support and mailbox issues

➢ Performs VDI creation, troubleshooting, application support and mailbox issues

Service Desk IT Support Specialist – Siemens IT Solutions and Services Inc., 1880 Avenue Building Orchard Road, Eastwood City Cyberpark, Bagumbayan, Quezon City, Philippines – (March 2010 – February 2013)

➢ Providing Support for all IT related issues and concerns for the company business units with employees located in the US and EMEA region o Monitor’s company applications and reports system outages

➢ Creation of VPN user accounts and managing access control based on company policies.

➢ Provides general support, service and information for company applications for all employees.

➢ Mentors and provide coaching and Technical guidance for all new hires

Assistant Project Engineer – Private Contractor, Antipolo City, Rizal– (July 2009 – March 2010)

➢ Handles all paper works and documentation for every project o Estimates material and labor costs o Takes pictures before, during and after construction o Responsible for document signing o Responsible for program of works o Monitors budget allocation o Responsible for legal documents

➢Does routine inspection for all on-going and would-be projects

Tier 1.5 Technical Support, AT&T MIS – Sykes Asia Inc., K-Pointe Bldg., Gilmore Avenue, Quezon City – (October 2008 – June 5, 2009)

➢ Responsible for maintaining all AT&T business T1 circuits and Managed routers

➢ Deals with all customer reports regarding route, latency and all other issues relating to their T1 connection

➢ handles all System checks for customer circuit errors, status and latency that may cause connection to go down ➢ providing all AT&T business users results for Intrusive and Non-Intrusive tests on their Managed devices

➢ sets up all new business accounts and provide customer router information e.g. IP block, Subnet, Lent IP’s

➢ providing in-depth support for all AT&T business users and back-door access configuration when system is down.

VHD (Virtual Helpdesk) Agent, Level 3 Technical Support, Verizon Online Teletech, CMC Robinson’s Place, Novaliches, Quezon City – (July 2006 – September 2008)

➢ Provide aid to all on-site technical support analysts in troubleshooting, both technical and process-oriented queries made by customers through phone conferencing or chat conversations

➢ reviews and approves ticket escalation by all frontline agents that needs to be dispatched to onsite technician

➢ Take-in all call escalations from frontline agents due to limited support boundaries (such as alias repoint and MAC address cloning

➢Providing evaluation for frontline agent’s technical know-how, process knowledge and customer relation which is the basis for coaching

➢ Real-time conferencing of customer to Central Office for resolving intermittent connection of DSL line, truck roll reschedules and wrong DSL assignments

➢ handles all supervisor de-escalated calls for troubleshooting and resolution

➢ up-trains all frontline agents for new troubleshooting process and procedures

➢ Trains all newly promoted level 3 agents

Technical Support Representative, Verizon Online Teletech, CMC Robinson’s Place, Novaliches, Quezon City – (Sep 2005 – July 2006)

➢ Handles 20 to 30 voice call transactions per day providing technical support for Verizon Internet products and services

➢Set up hundreds of new accounts configuring basic Westell Modems and Gateways, Actiontec Gateways, Linksys Routers (wired/wireless) and wired/wireless NICs

➢ Providing technical assistance for Microsoft Outlook, Outlook Express, Internet Explorer, Netscape and Verizon Email for all Verizon customers including browsing and other internet services.

Seminars and Trainings CCNA Boot Camp Training – RIVAN IT (Feb 2011 – March 2011)

➢Set up working VOIP system

➢Set up working VPN network

➢ Set up and configured home network

AutoCAD 2D – Informatics (Oct – Dec 2010)

➢ Create and design 2D Architectural plans

Department of Public Works and Highways (Bureau of Research and Standards) (DPWH-BRS) – EDSA Quezon City (April- May 2003 OJT)

➢ Tested Materials i.e. asphalt, cement and soil, Used for ongoing construction all over the Philippines

➢ Managed UTM (Universal Testing Machine) as a main tool for testing material standards

EDUCATION

1999 – 2005Polytechnic University of the Philippines Sta Mesa Manila B.S Civil Engineering (Graduate)

1995 – 1999Sacred Heart Academy Quezon City Secondary

1989 – 1995Sacred Heart Academy Quezon City Primary