Christian Penalosa

 PEÑALOSA, CHRISTIAN A. B5 L19 Diamond St. Goldenville 2, Brgy. Sabang Dasmarinas, Cavite Contact no:- /-- 31 y/oFebruary 4, 1985Filipino 5’6”SingleMale I. SUMMARY OF QUALIFICATIONS •Able to handle multiples tasks and projects simultaneously. •Quickly absorb and retain new information procedures. •Highly trainable, fast learner. Adapt well to changes and pressures in the workplace. •Pro-active, Motivated and Goal-oriented. •Work effectively with diverse groups of people. •Readily accept challenges. Meet or exceed all business objectives.. II. ACADEMIC INFORMATON Graduated Course: Bachelor of Science in Nursing Southeast Asian College Incorporated. 2 E. Rodriguez St. Avenue, Quezon City 2006 – 2009 2002 – 2006 Bachelor of Science in Physical Therapy Far Eastern University Manila 1998 - 2002Roosevelt College Marikina Lamuan, Marikina City Secondary Education 1991 – 1997Concepcion Elementary School Brgy. Concepcion Uno Marikina City. Primary Education III. TECHNICAL SKILLS / PROFICIENCIES Knowledge on the following ticketing tools: HP Service Manager 7 and BMC Remedy, Service Now, Spiceworks, Alloy, Connect Wise. Remote desktop support tools: Bomgar, Office Communicator, RDA, LMI, Dameware, Client Logmein, Logmein Rescue, Team Viewer Experience and knowledge of WIN OS (XP, Win 7, Win 8, Win 10), MS Office 365, 2013, 2010, 2007, 2003 (Word Excel, PowerPoint and Outlook), Office Communicator, Lotus Notes v6 & 8.5, Network drive mapping, Novell, VPN (Nortel and Cisco), Citrix, Active Directory. Scan to Folder Procedure and CSS •Active Directory, Lock out status tool Internet Connectivity Troubleshooting both for Local Area Network and Wireless Fidelity (WiFi) Software and Hardware installation and troubleshooting Citrix Virtual Desktop, Citrix remote client, Citrix Xenapps, VMware and VDI. Highly Skilled on VPN Setup, Configuration, and Troubleshooting RSA Hard and Soft Token Configuration and Setup Cisco AnyConnect VPN Client (Win 7) and Cisco VPN Client (XP) Cisco Any Connect Mobility Client, DUO Mibile, Pertino and Hamachi. Experience in AS400 IBM PComm and UNIX applications Experience in AVAYA, VCC, CISCO. Tableau 9.3, Confirmit/ Mobile Panel, Mapics, Service Management, OBM Sophos, Malwarebytes, Avira, AVG, Norton, and McAfee Hosting Controllers, Solution Uninons and ftp. IV. JOB EXPERIENCE • Virtual Coworker August 2015 - Present TBS (Technology Business Solutions) • Under this client, I have supported several companies like XRITE, Goodway Group, SRBI and HSF • Became a one-man team on a migration project for the goodway group. • Provides all kinds of support such as; password resets, unlocking and enabling of accounts, software issues, desktop issues, network and vpn issues, creation of email and distribution list, drive mapping, monthly maintenance, AD account creation, escalations and etc. __________________________________________________________________________________ TATA Consultancy Services June 2014 – July 2015 Senior Service Desk Analyst – KU January 2015 – July 2015 • Receive calls and emails for various clients and other support group, and create Incident tickets or Service Request tickets, logging all pertinent information. • Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution. • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support group. • Perform hierarchical escalation to Service Desk Management and Incident Management. • Provides communication to clients concerning the status of Incidents, Service Requests and Changes. • Maintains ownership of Incidents, ensuring status update and resolution according to SLA. • Provide input to Service Desk Management regarding Continuous Improvement opportunities. • Attend and receive all required training for Knowledge Universe. • Ensure that system documentation is maintained and of a high quality and that it is stored in the appropriate knowledge management repository. Systems Engineer – ESI June 2014 – January 2015 • Provides support for ESI employees, Clients, Vendors for any Password Reset, Status Check, Office and Work at Home related issues. • Provides support to end user inquiry and fault reports. • Provide remote desktop support using MS Communicator / MS Lync and perform other activities based on Standard operating procedures. • Respond to calls, chat from users; assign work orders/incidents to appropriate support teams and follow up until case closure. • Experience in Desktop hardware and printer and performs basic troubleshooting, diagnosis and basic network connectivity problems. • Perform user account management activities (Account unlock and Password reset) • Escalate complex issues to appropriate support specialists UNITED HEALTH GROUP October 2012 – May 2014 Associate Tech Support Analyst II • Provides support for United Health Group Employees, Clients and Vendors for any Password Reset, Standard support and Telecommuters Issues. • Receive calls from employees of the company and provide solutions over the phone • Diagnose hardware, software, and network connectivity issues • Configure LAN, WAN, and VPN access for both Windows XP and Windows 7 • Configure RSA access on both soft and hard tokens • Configure Juniper applications such as Odyssey access client and Junos Pulse for internet connectivity issues on both wired and wireless connections • Configure exchange server settings for Outlook issues • Configure Citrix settings for remote access and bounce / terminate sessions if needed using JLO Tool • Reset passwords, provide and maintain access using Active Directory, IBM PComm, UNIX, AS400, RXClaims, TOPS/UNET and COSMOS systems • Uses Windows Remote connection tool or Bomgar Remote assistance to assist users on installation, repair, and reconfiguration of their operating systems if needed. • Troubleshoot VCC desktop, Avaya dialer, and other soft phone systems • Log ticket documentation on our web ticketing system for proper management using HPSM. • Provide users with the status of primary outage tickets or personal pending tickets • Maintain and resolve tickets before SLA target time • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group when needed STAFF BUILDERS ASIA designated to ATOS May 2011 – October 2012 Level 2 IT Helpdesk Support - TCCC Account • Provides support for Coca Cola employees for any Password Reset, Technical Issues and work at home related issues. • Uses HPSM for ticketing tool for resolving, escalating, tracking and documentation purposes • Reset passwords, provide and maintain access using Active Directory, IBM PComm, UNIX, AS400, RXClaims, TOPS/UNET and COSMOS systems • Assists users for any local and network printer issues • Monitor and resolve tickets before SLA target time or route tickets to proper resolver groups before SLA for routed tickets target time • Configure exchange server settings for Outlook issues SYKES ASIA INC March 2010 – May 2011 Data Analyst / Technical Support March 2010- October 2010 • To transfer thousands of customers account from an old program (aurora) to an updated system called NM1. • Responsible of informing customers through e-mail on programming steps using CRM. • Promoted as TL /OIC from August 2011 – October 2011. • Troubleshoots customer’s mobile phone for postpaid type of users. • Walk thru customers on activating their phones and setup for Internet connection. TSR/CSR (Post Paid Account) October 2010 – April 2011 • Provides Technical assistance for users post-paid mobile phones. • Handles customer’s personal post-paid account. • Answers general queries from basic technical issues to their billing statements. • Handles activation and deactivation of accounts, mobile plan changes, warranty requests and customer complaints. Level 2 Technical Support Representative (Qwest Broadband) April 2011 – May 2011 • Supports Technical Issues regarding internet connection. • Helps customer to navigate, configure modems and computer settings. • Provides immediate resolution to establishing internet connection. • Escalate minor and major issues to the next level of support. • Provides better options for upgrading internet services. Personal Reference: Available upon Request I hereby attest that the above information is true and correct according to my knowledge and belief. ______________________ Christian A. Peñalosa Applicant