Education

June 2006- May 2012 Bachelor of Science in Computer Engineering at Polytechnic University of the Philippines

Experience

Oct 2017- June 2018 System administrator at MNL OP Inc

To maintain the Zendesk as the main CRM tool by managing the user data, knowledge base data,
and backup data. Regulate the server and network device which is implemented in the
Philippine branch to provide stable and secure environment to our helpdesk. Propose some improvement points, system issue of our support system through the help desk operations. Administer the Zendesk through REST API, Curl, Ruby and Python programming languages. Also to design the Help center site using the Zendesk theme editor using HTML, CSS , Javascript and JQuery. Maintain these systems: VMWare, VDI, VPN and Active Directory for Rakuten Support. Built programs in .Net, VBA Macro, Javascript, Angular.JS, Python and Ruby to optimize the reporting tasks of the Support Management Group. Create Python script and scheduled task to optimize the routine tasks on handling Big data such as XP2 or Exchange Platform. Implement the scripts in Windows Server 2012 using task scheduler. To review the tickets handled by the Level 1 support and appove them if escalation to SMEs is needed.

June 2016- October 2017 Part Time Instructor at STI Munoz EDSA

Teach in discipline areas in Computer Engineering, Mathematics and Information Technology. Plan, organize, and teach in a manner that encourages personality development in harmony with the school’s values in accordance to the STI Coursewares with defined course standards and outcomes. Prepare class sessions and assignments to help students grasp course content and how it integrates with overall student learning outcomes for the course. Give time to do pep talk with students who have difficulties on grasping a specific topic of the subject. Help the students to think outside the box and be creative on soling specific problems. Accommodate ample periods of time for counseling and mentoring students in matters related to academic success, life goals, and thesis development. Develop and administers pre and post tests for each class taught, submitting results to the Department Head as requested at the end of each semester. Become the thesis adviser and panelist for thesis presentations. Attend seminars and support improvement programs to enhance teaching skills. Become an adviser of any academic clubs such as Data Leaks Club which aims to share kwowledge in Information Security and handle seminars and workshop.

March 2016- August 2017 L2 Software Engineer at IBM Solutions Delivery Inc

Assist various clients around the globe through remote support of IBM software, hardware and solutions specifically the Lotus Domino and Notes
Software. Provide technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills on some areas such as Domino server administration/troubleshooting, Adminp/Archiving/Policies/ID Vault, Database/Maintenance/DBMT/DAOS/Directory Catalogs, Security (Keys & Certificates), Installation/Configuration/Upgrade/Migration, Replication/Clusters/Monitoring/DDM, Database Customization using Javascript, Lotuscript and Python. Use technical skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolve issues. Propose some action plans to the client or IBM representatives as appropriate. Recommend and implement new or improvements to existing technical support tools, procedures, and processes. Also handle some training and mentorship to others on the team. Contribute to department attainment of organizational objectives and high client satisfaction. Receive Best in Customer Commendations awards as result of the effort to provide satisfying technical support to the clients and by gaining the most number of commendations for several months.
Administer the IBM Connections Site for the ESS to organize the team’s exchange of data and idea. Attend meetings, seminars and support improvement plans to help the center on brain storming on how to optimize some processes.

November 2014- February 2016 Associate Software Engineer at Accenture Inc

Support a heavy equipment company (Caterpillar Inc.) comprised of sales and marketing, inventory, rentals and finance across different platforms for the firm and its
international consignments. Handle the client’s software applications for sales specifically order processing, inventory, warehousing and backorder processing or the Dealer Business System. Resolve critical issues (production ABEND) in a timely manner and in accordance with service Level Agreement (SLA) metrics. Provide immediate code fix for severity 1 issues. Perform debugging in any issues related to batch job failure, data failure, and other performance or system issues. Perform recreation and investigation of identified bugs/defects and develop codes or fixes. Created knowledge base solution which can be used as a guide to resolve future issues. Perform Root Cause Analysis of each defect which could be a data problem, functional issues or a design flaw. Provide on call support during weekend and or holidays and performs manual testing execution. Become a part of the Warehouse Management System to optimize inventory processes of global branches. Write codes in AS400 and COBOL language and used iSeries platform.

April 2013 - November 2014 Cloud Security Engineer at Trend Micro Inc.

Provide technical support to Trend Micro Consumer products powered by Trend Micro Smart Protection Network cloud security infrastructure that stops threats in cyberspace or “the cloud”. Act as first-line support via different support channels – phone, email, chat and remote connection through LogMeIn. Proactively shares knowledge through technical sharing and training, solution contribution and self service participation. Ensure that proper logging and management of cases is achieved and used existing knowledgebase and contributed in improving solutions in resolving cases. Meet business objectives and team targets defined by service level agreements, performance development scorecards. Assigned as the main point-of-contact for the win back initiative, analyzed reports. Educate the team regarding the initiative, which would help achieve better case log quality scores and more accurate revenue reports. To be assigned as a shift-lead – managing the phone, email and chat queue whenever the team lead is not present. Generate end-of-shift online reports and coordinated with the online team to achieve passing service levels. Became one of the Engineers to gather high CSAT returns and excellent QA scores

July 30, 2018 - present Tools Provisioning Engineer at Reed Elsevier Shared Services Philippines Inc