Mitzchelle Galang

Block 12 Lot 7 Metrogate Silang Estates Silang, Cavite Phone:- E-mail- Mitzchelle S. Galang Objective To get a job where I can best share my knowledge, experience, expertise and dedication when it comes to Information Technology Date of Birth January 20, 1982 Religion Christian Skills Computer Troubleshooting (Hardware/Software/Network/Virus Removal), Knowledge in A+, Windows Active Directory, Windows Server Administration, Unix Operating System, MS Exchange, Office 356,Google Cloud Services, Citrix, VM Ware, VPN, Remote Desktop, Windows Operating System and MS Office Applications, Visual Basic Programming, Android Devices and more IT related things. Work Experience June 27, 2016 - Present SPOC Service Desk Analyst Voice Support (June 2016 – August 2017) Support Telus Employees (Onshore/Offshore) regarding their IT related issues (Hardware, Software, Network, Access, VPN, Email, In-house applications, Processes, and etc). Password Reset Support – reset LDAP/Active Directory credentials, Google Account, Safenet Token (Software/Hardware), Mainframe credentials, Mobile credential (Maas360, Mobile Pass, PingOne), In-house applications (SmartDesktop,Desktop One, SAP), and others. Telephony – supports configuration of Avaya One X and Cisco IP Communicator for at home workers, Email Support – troubleshoots/configure Outlook for office workers, ActiveSync for Mobile phone email users. Mobile phone support – configure Maas 360, Activesync, PingOne, Mobilepass, VPN for mobile phone users VMWare Support – troubleshoot VDI related issues for Telus Employees Troubleshoot Printer issue, Domain login/membership issue, Printer issue and etc. Analyses user’s issue and assign it to respective supportive by following the ITIL process EREMEDY Team (Sep 2017 – Present) Manages E-Remedy Tickets (Offline Team) – troubleshoots ticket sent thru go/espoc (EREMEDY). Same scope of support as Voice team Analyses/Scrub returned SPOC tickets Achievements Most Number of CSATS Q4 2016 Had been in Top 10 couple of times from 2016 – 2017 Promoted to EREMEDY Team September 2017 Has always been Top performer of ERemedy for 2018 June 2015 – December2015 Customer Service Representative – iQor Serves as a CSR for Directv Billing and General Inquiries. Answer billing and Directv inquiries. January 2013 – April 2013 IT Workspace Support – Optimum Info Solution (Credit Suisse Securities) Serve as a single point of IT contact and provide efficient and optimal 1st and 2nd level support service to users; • Report to the local IT Workspace head and ensure potential and/or actual issues are properly communicated to the same in a timely manner; • Take ownership of issues raised through ticket system or via other channels. Ensure that tickets are responded to, resolved or redirected to internal teams via escalation procedure; • Coordinate and support regional projects implementation and requests; • Collaborate with other teams to ensure that problem issues are resolved and closed (within SLA) with proper problem analysis, fixing, testing and releases of fixes; • Be accountable for designated IT Workspace duty executions; • Maintain a culture that is acceptable to business and peer IT Services; Specific Tasks • Desktop support for end users; • Perform daily morning and evening check on production readiness; • Manage and maintain IT inventory (including procurement and disbursements); • Perform daily media management activities (Sharepoint data management, tape rotation, OSP collaboration, etc); • Support for local applications which include trading, clearance and settlement, and market data systems (PAM, ALN BOSS, CCCS, eCS, Technistock, etc.); • Support for mobile issues and inquiries (Blackberry, Good Mobile, etc.); • Support for remote users (Citrix, Virtual Machines, etc.); • On-site support for IT infrastructure issues (servers, network, PABX, Voice Recorder, etc.); • On-site support for data market feed application issues (Bloomberg and Technistock); • IT Project involvement; • Represent and/or perform delegated functions of local IT Workspace head in his absence (participation in conference calls on IT management, project meetings, etc.) • Resolve any daily production issues which may include End User, Desktop, Data Centre, Local Applications, and IT Equipment & Infrastructure; and • Perform tasks that may be assigned by the local IT Workspace head from time to time. February 2008 – February 2011 Level 2 I.T. Helpdesk Siemens INC., Philippines Provide I.T. Support for Citizens Financial Group Bank employees in North America. Administer Windows Active Directory. Configure user account, password, groups, computer, printer, exchange account, and other Active Directory related issues. Troubleshoots Standard software such as Microsoft Applications and non-standard software such as business applications. a. Microsoft Applications – Troubleshoots errors with Microsoft Applications such as Windows platforms (Windows XP, Vista), Internet Explorer troubleshooting, Microsoft Outlook, and other Microsoft Application and software updates. Knowledge in configuration of Microsoft Outlook, email account settings, mailbox sharing and restriction, rules and alerts, personal folder management, and other Outlook feature. b. Non-standard applications – Troubleshoots business applications errors. Configures VPN clientlike AT&T dialer or using SSL VPN connections. Troubleshoot network and browser issues. Troubleshoot hardware and software issues, creates ticket if issue is unresolved thru phone and assigns an onsite technician to work on it. Deploys patches for software, OS patches and hot fix, server updates and other application updates Knowledge in Helpdesk ticket software. Dispatches ticket to the respective group. February 7, 2005– February 5, 2008 Level 2 / Tier 2 Technical Support Representative – Telus Inc. (Microsoft PC Safety) Escalation – performs thorough troubleshooting for the cases that are unresolved by the level 1 agent. Capable of using all the tools that would resolve virus and spyware related issues. Technical lead – Works hand in hand with Team Captain. Monitors agent’s performance in the way of auditing, coaching, and training on calls and troubleshooting. Serves as an officer in charge if in case that the Team Captain is not available. Consult Agent – Serves as a help desk for inbound agents. Gives the best possible solution for agents who called in for help. Decides whether an issue will be under the scope of support of the department or not. June 21, 2004 – September 18, 2004 Solerex Water Technologies I. T. Personnel- Troubleshoots computer hardware and software problems, troubleshoot network, and modifies Business Program (Using VB6 and MS Access). - Administer Active Directory using Windows 2000. Manages user account rights, folder permissions, AD group, file and software restrictions, and other AD related issues. Technical Support of Fingertech(also part of Solerex Business) - installs Fingerprint scanner device and software for office. Configures network settings of Fingertech. - – Freelancer(Programmer) - creates customized business applications using Visual Basic 6 and MS Access as its database. Education - - College Education Far Eastern University Nicanor Reyes St., Morayta, Manila BS Math major in Computer Science - - High School Education Colegio De San Lorenzo Corner Jupiter St., Congressional Ave, Quezon City - - Elementary Education Banlat Elementary School Banlat, TandangSora, Quezon City Short Courses 2001- AREN Computer Service- Computer System Training - Hardware and software troubleshooting, and networking training. 2002- Informatics – HTML Programming 2002- Informatics - PERL Programming 2017 – MIS NET – First Look Clinic of Windows Server- Basic SQL Training (Telus) Unix System Administrator Google Suite Administrator (Coursera) On the Job Training-- Business Tools Software – Visual FoxPro Programmer Character References Mr. Miguel Angeles Team Captain– SPOC Voice- Patrick Paulino Team Captain – SPOC EREM/VOICE- Paul Quiray Operations Manager – SPOC- I HEREBY CERTIFY that the above information is true and correct to the best of my knowledge and belief. ______________________ Applicant’s Signature