Julius C. Magalang

JULIUS C. MAGALANG E:-∙ M: -/ - Deca Homes Tisa, Tisa, Cebu City 6000 sg.linked.com/in/juliusmagalang Skype ID: julius.magalang A Computer Science (BSCS) graduate w/ more than 7 years of combined experience in network support, technical support, troubleshooting and maintenance. Provided comprehensive Level 1 and 2 technical support via hands-on, phone, chat and email to local and offshore/international clients. Posesses excellent interpersonal skills and is a team player who can work independently with minimal supervision and can easily adapt to change. Provided assistance on basic and complex networking configurations, Internet connectivity, wireless connection, email setup & troubleshooting, etc., with high regards to dealing with diverse culture, customer service and satisfaction for customers from North America, Canada, APAC and EMEA countries. Excellent in written and verbal communications, well-versed in providing functional and correct details on technical operations. PROFESSIONAL EXPERIENCE Amihan Global Strategies (AGSX) ∙ Cebu, Philippines ∙ June 2017 to present Amihan Global Strategies (AGSX) is a strategic consulting company that designs and implements digital transformation alongside its clients. With our innovative mindset, fast-paced culture and talented global team, we offer our technology expertise – focused on big data technology, marketing technology, analytics and technical operations – to top corporations in South East Asia. Junior System Administrator US after hours Junior System Administrator for Prosum IT Action support tickets from Prosum IT's clients Perform monitoring and maintenance of systems Create and maintain documentation and knowledgebase on ongoing basis Comply with and maintain knowledge of IT standards and best practices Work in a team environment Work on projects as required, making sure deadlines are achieved Have relevant experience in working with VMWare/V Sphere Have relevant experience in maintaining, troubleshooting issues involving Datto backup hardware/software Geidi IT Services, Inc. ∙ Cebu, Philippines ∙ April 2016 to October 2016 Geidi is a government accredited, full service Perth IT Company helping businesses evolve through targeted user of IT systems and services, including Managed Services, Sharepoint, CRM and Cloud hosting. We work with small companies, through to medium and large companies. IT Support Engineer Troubleshoot complex windows desktop, windows server and network issues Receive and make phone calls to Australia Action on support tickets assigned Perform monitoring and maintenance of systems Create and maintain documentation and knowledgebase on ongoing basis Comply with and maintain knowledge of IT standards and best practices Work in a team environment, assist other engineers Work on projects as required, ensuring deadlines are achieved Xerox Business Services ∙ Cebu, Philippines ∙ Sept 2014 to October 2015 Xerox leads in document management and business process management technologies and services. IT Servicedesk Analyst Providing 1st line technical support for Johnson & Johnson; answering support queries via phone, email, web and Chat. Maintaining a high degree of customer service for all support queries and adheres to all service management principles. Applying, understanding and knowledge of procedures, information systems, tools and services in order to assist users. Identifying, investigating and researching user questions and problems as well as isolating and resolving IT problems. Receiving and prioritizing issues and forwarding them using appropriate escalation procedures. Receiving and prioritizing issues and forwarding them using appropriate escalation procedures. Serving as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel. All other duties as assigned. NCS Group ∙ Singapore ∙ March 2013 to March 2014 A multinational information technology and communications engineering company headquartered in Singapore. Servicedesk Specialist Provides technical solutions to end users based on the project/s handled. Logs end user calls, generate service ticket and escalate to support engineers if needed. Engages with direct supervisor and team members for support as required ensuring internal or external end users Service Level Agreements (SLA) demands are met. Mentors and trains new hires based on project assigned. Courts Singapore Pte Ltd ∙ Singapore ∙ October 2012 to March 2013 One of the leading electrical products, IT products and furniture retailers in Singapore and Malaysia. Telco Customer Care Specialist Assist walk-in customers with their mobile phone enquiries that include phone plans. Provide mobile phone product features and mobile phone plan according to customer needs and demand. Ensure customer loyalty on products and services. Perform administrative work and duties as per required for every customer plan sign-up. Starhub Ltd ∙ Singapore ∙ July 2011 – July 2012 A full-fledged telecommunications company providing a full range of services over mobile, internet and fixed platforms in Singapore. Technical Support Analyst Technical Support Analyst Level 1 and 2 for RIM’s BlackBerry smartphones for corporate clients and StarHub’s Corporate Internet products. Assist customers in troubleshooting and configure their Desktop/Laptop PCs in order to work and sync perfectly with our devices and applications. Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and limitations of the products/services they subscribed with StarHub. Successfully resolve and follow-up technical issues from incoming calls from customer regarding their BlackBerry device issues, BlackBerry service activations and internet related issues (connectivity, speed, usage, etc), also support Iphone/Android email and device configuration. Engages team members for support as required ensuring internal or external business and end users/clients Service Level Agreements (SLA) demands are met. Moduslink Pte Ltd (Oracle Global Support Solutions) ∙Singapore ∙ Dec 2010 – July 2011 Leading provider of global supply chain management solutions servicing the computing, software, consumer electronics, storage and communications industries. The company provides customized supply chain solutions that improve time to market, reduce costs, increase return on investment and enhance customer satisfaction. Customer Service Representative Customer Service Representative Level 0 for Oracle/ Sun Microsystems Global Support Logs technical software and hardware issues and complaints from clients both local and international. Responsible in assigning Field Service Engineers to contact clients, and also assist clients to follow up with the next level engineers. Assist clients with troubleshooting their issue with their online self-service tool. Sykes Asia Enterprises (Palm Handhelds and Smartphone) ∙ Philippines ∙ May 2004 – Nov 2009 Provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service. Technical Support Representative/ Customer Service Representative Technical Support Representative cum Customer Service for Palm/PalmOne North America and Canada clients as well as for Asia Pacific and EMEA clients Assist customers over the phone or through remote access (if applicable) in troubleshooting their Palm branded smartphones or PDA handheld devices (hardware related, sync issues with Windows PC/MAC OS, repair/replacement inquiries, etc.) Also assist customers troubleshooting and configure their Desktop/Laptop PCs in order to work and sync perfectly with our devices and applications. Responsible for providing customer satisfaction through excellent phone assistance and ensure product loyalty. Resolving minor networking and internet issues with their devices (provider dependent). Plans strategy to meet customer satisfaction. EDUCATION Bachelor of Science in Computer Science AMA Computer College ∙ Cebu City, Philippines ∙ 2004 TECHNICAL SKILLS Operating System/ Devices: Administering and Installing Windows 9x, 2000, 2003 server, XP, Vista, Windows 7 Knowledge in Mac OS, Palm OS, Windows CE, IPhone IOS, BlackBerry OS, Android OS Applications MS Outlook, Windows Live Mail, Mac Mail, Thunderbird, Remote Desktop, MS Office Applications, Siebel CRM, Avaya Softphone, BMC Remedy Tool, Office 365, Connectwise, ScreenConnect, LabTech Troubleshooting/Debugging: Active Directory, remote desktop support, email setup configuration for smartphone devices, checking and configuring internet setup connection for corporate/office users. OTHER DETAILS Availability: Immediate. Expected Salary: Negotiable. Personal Information Age: 33 years’ old Date of Birth: July 5, 1983 Ethnicity/Race: Filipino Religion: Roman Catholic Height: 5 feet, 7 inches Weight: 170 lbs.