Leo Dominic  S.Tizon

08 July 1980

45130 9th Cavalry Circle, El Paso TX 79904

Mobile phone number: +3103496768

[email protected]

WORK EXPERIENCE

Position: IT Service Desk Engineer L2 / Network Administrator / – Subject Matter Expert

Harbour IT Asia

Ortigas, Pasig City

October 2016 – July 2019

● Respond to end-user and infrastructure issues appropriately
● Properly triage and log jobs for every request and incident to ensure appropriate priority and allocation of tickets as quickly as possible
● Update customers daily on the progress of issues and requests
● Escalate urgent incidents or requests appropriately and in a timely manner
● Understand each supported customer’s supported environment and applications used
● Troubleshot and resolve issues with users and infrastructure
● Update technical documents and create knowledge articles
● Provide remote control support to our customers
● Perform day to day infrastructure management duties
● Manage the jobs in your queue effectively
● Provide client support in the access issues, desktop issues, application support, operating system support and peripheral Support.
● Provide infrastructure support in the following areas (Level 2 only)
● Server support
● Network Support
● Windows Server
● Active Directory
● Backup Management
● Anti-Virus
● Citrix
● Terminal Services
● Other relevant technologies as required
● Maintain security and integrity of customer infrastructure
● Help in developing and maintaining processes
 

Position: IT Service Desk Engineer / Network Administrator / – Subject Matter Expert

TELSTRA Corporate group

Northgate, Alabang

May 2013 – June 2016

● Provide Technical Support to Customers on 24 / 7 availability
● Handle Customer Technical issues ranging from Simple PC Related problems to Application
● Ticket all types of issues using Service Now tool, and escalate all system problems under Telstra international domain.
● Provide Remedy to Toolset globally check and investigate incident tickets for end user’s concern; troubleshoot concerns under Telstra Australia domain.
● Handle Incident Management and Problem Management Tools.
● Manage Specialists ensuring equal distribution of tickets and responsibilities
● Administer ( Point Of Contact ) Mobile Device Management to all users and employees.
● Formulate / plan / execute end to end process for user guides.
● Test and analyze new process ( UAT ) and recommend  improvement of process management tools if needed.
Position: IT Service Desk / Desktop Support Engineer – Escalation (Tier 1, 2)

Medco – ESI

Northgate, Alabang

January 2012 – May 2013

Handled members and end users concerns regarding corporate application, member identificationand business sales inquiries. In charge of Technical Support, escalation, sales concerns, and assistance to users of Medco –ESI Corporate, Agents and Members across all regions. Other communication programs handled:

● WEBEX Processing and troubleshooting.
● Experience in use, assistance and troubleshooting in  VOIP, Cisco, Microsoft Office XP
● Windows 7, Vista and XP desktop administration
● MS Active directory, VDI, and Citrix assistance.
● Exchange 2003 or 2007 server monitoring
● LAN/WAN/WLAN administration/ Monitoring
● Windows 2008 serveradministration
 

Position: OIC Floor Walker / IT Technical Support Specialist ( Help Desk )

TELETECH USA

November 2005 – 2007

Received inbound calls for ACCENTURE account for AT&T; received supervisory calls from clients with problems regarding internet connection; lead Customer Services Relations for AT&T sales and after sales report.

Position: Lead Agent (Supervisory Sales)

TELEPERFORMANCE USA

May  2004 – November 2005

Received Inbound and outbound accounts for Chase Manhattan Bank and Sprint

accounts; worked as a Customer Service Rep for   4 months before becoming a floorwalker for Sprint.

Other Skills and Certifications
● Computer Literate: Microsoft Word, Microsoft Power Point
● Citrix based management skills
● Certificate – MCSA Windows server 2012
● Certificate – Web developer applications.
● HTML5, CSS, Java Script, ITIL
● Word Press
● Mobile Device Management, Teradata Application
● RSA Connectivity Tool
● Certified Microsoft Application User
● Knowledge in VPN connectivity concerns
● Remedy escalation application skills
● Proficient in spoken and written English and Filipino
● Computer hardware troubleshooting skills
● Networking troubleshooting skills
● Customer relations
● Sales report analysis
● Leadership in team orientation
● Driving

EDUCATIONAL BACKGROUND

​

2007-2010​​​Olivarez College

Dr A. Santos Avenue, Paranaque City

​​​​​Bachelor of Science in Nursing

1998-2003​​​University of Perpetual Help Rizal

​​​​Las Pinas City

Bachelor of Science in Mechanical Engineering

CHARACTER REFERENCES

Philip Michael Hawkins

IT Service Delivery – Manager

Telstra International Group

Hong Kong

+852 2531 0727

Robert Arellano

Section Manager – MEP

BECA – New Zealand

Thailand

Tel No. +66 80 4590110

Anthony Chua

Operations Manager

Hibu Philippines

Taguig  City

Tel No. +63917 871 5750