John Augustine Zamora

J OHN A UGUSTINE Z AMORA Dimanlig Street, Antipolo City, Rizal -- T ECHNICAL S UPPORT S PECIALIST IT professional currently providing technical support in a 3000+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems. — Troubleshooting, Diagnose, and Repair — Software & Hardware Installation — Virus Detection, Removal & Prevention — System Integration Planning — Organized Key Skills — System Upgrades & Optimization — Backup & Recovery Solutions — Technical & User Documentation — Inventory Management — Team Player T ECHNOLGY S UMMARY Platforms: Windows, Linux CentOs Hardware: Tablets, Desktops, Laptops, Printers, Servers, Scanners, Projectors Applications: SAP B1, Kaspersky Antivirus, Acronis True Image and Seagate Backup C ERTIF ICATION ITIL Foundation Certificate in IT Service Management Microsoft® Certified Solutions Associate: Windows Server 2016 S EMINAR AND T RAININ G ITIL 2011 Foundation, 2018 – September 17 – 21, 35th Floor Discovery Center, Ortigas Center, Pasig City MCSA Windows Server 2016 Training, 2019 – November 9 – 30, Rivan School of Technology , Unit A1 – Mendiola Square Bldg., C.M. Recto, Manila. P ROF ESSIONAL E XPERIENCE TELUS INT’L PHIL. Araneta Center, Cubao, Quezon City,  Site IT Analyst, August 2018 to Dec 2019 Provides first level technical support to internal customers and ensures quality services to gain high customer satisfaction ratings. Logs and keeps records of customer/employee queries. Interprets problems and analyzes possible causes of hardware and software failure.  Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data and system integrity.  Assists in conducting user’s application testing during program implementation, migration, and system maintenance.  Maintains inventory of computer hardware assets, peripherals, and software licenses owned by the company.  Performs scheduled preventive maintenance of computer systems.  Tests, configures, installs, modifies, maintains, and repairs computer hardware, operating systems, applications, software patches and updates.  Creates/Maintains documentation of instructional procedure (i.e. hardware/software installation) and troubleshooting techniques (knowledge base). I - FASHION MKTG. CO., A. Rodriguez Ave., Pasig City  IT Support, May 2015 to August 2018 Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers. Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.  Install software applications, hardware peripherals and devices, update software and hardware drivers as needed, upgrade computers.  Maintain network security by configuring Kaspersky Anti-virus, user administration, malware detection and prevention  Set up CentOS for KVM ( Virtual Machines Servers ) UNIVERSAL GLASS CO. INC., RFJ Bldg., United St., Pasig city  MIS IT Staff, Sept 2014 to Apr 2015 Provided level 1 and 2 technical support for 50+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.  Install software applications, hardware peripherals and devices, update software and hardware drivers as needed, upgrade computers. E DUCATIONAL B ACK GROUND INFOTECH Institute of Arts and Sciences, Marcos Highway, Marikina City P ERSONAL I NF ORMATION Birthday : August 16, 1991 Height : 5’6 Status : Married Weight : 85 kgs Citizenship : Filipino C HARACTER R EF ERENCE Carl Angelo Cadaba –( TELUS International - Anjanette Pareja – ( Land bank of the Philippines - Eugene Cangayao – ( i-Fashion Mktg Co-  BS Information Technology