Edward La Torre IT Support

Active Directory. Operating SystemsExchange ServerHardware/Software TroubleshootingITILOutlook

Edward Chua La Torre
Al Rigga Deira, Dubai, United Arab Emirates
Mobile: +971-58-820-6304
E-mail Address: [email protected]

To be able to work in challenging environment which would contribute to the enhancement of my abilities, giving me the opportunity to harness my full potential and further develop my abilities, and in turn be able to contribute to the success of the company.


SGV & Co. / Ernst & Young
2F Tower 2, SGV Bldg., 6760 Ayala Avenue, Makati City 1226 Philippines
October 2015 – October 2016

Details of roles and responsibilities shown below:
• Performed user account management. Create user accounts, modify user accounts, and terminate user accounts, create/modify/delete groups with Active Directory for all supported Asia Pacific countries.
• Act as second and/or third-tier support for IT Services and respond to escalations or inquiries regarding access or account management services for supported systems and applications.
• Effectively resolve or escalate incidents and problems within defined Service Level Agreement.
• Provide support for services that are slightly more complex and span multiple technologies.
• Record updates regarding inquiries and customer service requests.
• Conduct operation-level troubleshooting activities, root cause analysis, and make recommendations to improve processes or prevent future occurrence.
• Participate in IAM initiatives within the scope of the project or specialization.
• Communicate security procedures to end users related to support activities.
• Apply work experience and job knowledge to maximize efficiency and quality of service.
• Develop and maintain necessary documentation of security systems and/or processes.
• Perform documented audit reconciliation procedures to protect the data systems and databases from unauthorized access.
• Share knowledge and experience of associated secure IAM processes, techniques, and tools.
• Perform other duties as assigned.

OpenText (Formerly GXS)
33F Tower 2, RCBC Plaza, 6819 Ayala Avenue cor. Sen. Gil Puyat Ave., Makati City 1200 Philippines
November 2013 – October 2015

Provide support via phone or emails and handling the resulting incidents or service requests using the incident management and request fulfillment processes in line with the Cloud Support Services objectives. Details of roles and responsibilities shown below:
• Monitors client transactions for errors and ensures they are reported within SLA.
• Ensure the completeness and accuracy of errors reported.
• Work on customer inquiries and troubleshooting requests via phone or email.
• Attend internal swat calls and client calls.
• Collaborate with Delivery Managers (DM), Integrators/Implementers, Tier2 and Tier3 (RTS) in identifying and resolving client errors.
• Create/provide trending analysis on errors reported.
• Conducts supplier certifications.
• Perform other tasks deemed necessary by management in enhancing support performance.

Hewlett – Packard (HP)
11F IPC Building, McKinley Hills, Taguig City 1634, Philippines
August 2012 – November 2013

Provide support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives. Details of roles and responsibilities shown below:
• Single point of contact for all IT related questions, incidents and requests.
• Receive and respond to incoming service requests, calls, e-mails regarding desktop hardware, software, cellphones, printers, operating system, and other hardware or software application problems – via calls or remotely
• Perform network password resets, create user accounts, terminate user accounts, create groups, etc. with Active Directory
• Perform incident management (incident identification, logging, incident ownership, monitoring, tracking and communication.)
• Incident Management (Incident identification, logging, incident ownership, monitoring, tracking and communication.)
• Remote Desktop Management

DOCOMO interTouch Business Solutions, Inc.
10/F Picadilly Star Building, Fort Bonifacio Global City, Taguig City 1634, Philippines
October 2008 – March 2012

Provide support to DOCOMO interTouch, the premier technology company providing a comprehensive suite solutions and services for the global hospitality industry. One of the world’s largest hotel technology service providers, delivering reliable and secure Broadband Internet Access, Interactive TV, In-room Entertainment and IP voice telephony solutions all on one managed network platform. Details of roles and responsibilities shown below:
• Provides technical support to customers in fixing their internet connection problems. Communicates with customer on the phone to provide information and assistance on product use, hardware or software problems.
• Address real-time enquiries about the Company’s Broadband Internet services and products from hotel staff, hotel guests and/or third party clients via telephone and other designated channels.
• Monitor and track technical issues to ensure accurate resolutions.
• Work on varying shifting schedules, including holidays and week-ends and may be requested to work overtime as deemed necessary by the immediate superior, based on the demands of the operations and the nature of the job.
• Ensure attainment of high customer satisfaction, service level, schedule adherence, quality, minimal AHT and acceptable individual and team escalation targets.


• Good understanding in ITIL.
• Knowledgeable with Cisco IOS routing and switching implementation.
• Knowledgeable in Linux/Unix.
• Proficient in Active Directory.
• Proficient in Microsoft Outlook/Exchange Server and Lotus Notes.
• Proficient of computer hardware and operating system covering skills such as installation, building, upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing, and preventive maintenance.
• Proficient with platforms Windows OS, MAC OS, Linux, VDI (VMware, Citrix).
• Proficient in LAN/WAN connectivity, Network Printers and VPN.
• Proficient in communication protocols including TCP/IP, DNS, DHCP.
• Proficient troubleshooter.
• Able to quickly understand, analyze, and learn new systems.
• Can contribute to new ideas and can work under pressure.
• Adaptable on different working environment.
• Able to multi-task.
• Customer service oriented.


Sampaloc, Manila
BS Computer Science (2008)


Active Directory
SGV & Co. / Ernst & Young
October 2015

ITIL® 2011 Foundation
AXELOS Global Best Practice, License 03512380-02-QANT
July 2015

Configuring and Managing Cisco Routers and Switches
Excellent Choice Training and Development Center Incorporated
September – October 2011

Customer Service Training Course
DOCOMO interTouch
October 2008

CISCO: Network Cabling and Basic Networking
Eulogio “Amang” Rodriguez Institute of Science and Technology
November 2007