Ian Bien Arcellana Email & Phone Number

Calabarzon, Philippines

Calabarzon, Philippines

Philippines

National Capital Region, Philippines

Acts as Senior IT Trainer for the IT Training TeamConducts Our of the Box Introduction to New HiresMakes sure all onboarding requirements from IT has been created and works closely with Trainers and QA to make the OBE smooth on Day 0 TrainingAfter Training, handles our own IT Room for IT Issues encountered by Agents with but not limited to the following Applications *Active Directory Passwords*Office 365 Passwords*Learning and Development Modules*Avaya One X and… Show more Acts as Senior IT Trainer for the IT Training TeamConducts Our of the Box Introduction to New HiresMakes sure all onboarding requirements from IT has been created and works closely with Trainers and QA to make the OBE smooth on Day 0 TrainingAfter Training, handles our own IT Room for IT Issues encountered by Agents with but not limited to the following Applications *Active Directory Passwords*Office 365 Passwords*Learning and Development Modules*Avaya One X and Amazon Web Service Setup*Computer Hardware Issues*Citrix Virtualization Platform*Client Tools Initialization*Access Ammendments, Profiling and Activation*VPN Setup and MultiFactor AuthenticationsAlso joins Trainings and Certifications outside company for Process Improvement, which includes creating new Work Instructions, How To's and Troubleshooting FAQsWorks with Global Service Desk on Identfiying Priority (Multi User) issues with Training Tools Works on Telecoms Team to ensure that all avaya logins are valid and licensedWorks with Network Team on activating VPN Licenses, Tokens and Client Tool Filterings and Citrix Show less

Acted as Supervisor for Helpdesk AnalystWorked in line with Incident Manager and Assitant Managers to identify Priority Issues.Performs Daily Monitoring of IT Systems of the CompanyProvides Level 1 and 2 Technical Troubleshooting with employees for a wide range of support issues and tickets, over the phone, teams, skype or through emailSupports Global Teams (Servers, Networks, and Telecoms) for any requests needed to be touched by Global Service DeskAssists Training with… Show more Acted as Supervisor for Helpdesk AnalystWorked in line with Incident Manager and Assitant Managers to identify Priority Issues.Performs Daily Monitoring of IT Systems of the CompanyProvides Level 1 and 2 Technical Troubleshooting with employees for a wide range of support issues and tickets, over the phone, teams, skype or through emailSupports Global Teams (Servers, Networks, and Telecoms) for any requests needed to be touched by Global Service DeskAssists Training with onboarding agents -- Initial Credential Creation, Login Instructions and IT Onboarding MaterialsAssists Junior Technicians on identifying and fixing issues out of our Playbook and develops Work Instructions for documentationProvides Support for IM if multiple priority tickets arise Also gathers information on all possible priority incidents and people management Show less

Imet Bpo Tower Roxas Blvd

Handle Incoming calles for client support requests and filters Onsite Desktop Support requests and route tickets to corresponding divisions and locations. Also handles first call triage troubleshooting and issue segregation

Worked in direct with Hewlett Packard Enterprise - Server, Storages, and Scalable SolutionsWorked as a Pre Sales Engineer for building, configuring and deploying Scalable Server Options with HP Proliant FamilyActed as point of contact for Fault and Fix Services with HP

Served as L1 and L2 Support for our Client (Outsourced)Worked with a known fast food chain with but not limited to Supporting POS Systems, Internal Monitoring Systems, Griller Monitoring, Kitchen Monitoring Systems, Servers and Data Processing Units.Troubleshoots POS systems including -- Monitor Sync, Active POS OS Failures, Incorrect fund tally, Hardware parts that are not responding to monitor syncTroubleshoots Kitchen, Griller and Front Monitoring systems when all orders and… Show more Served as L1 and L2 Support for our Client (Outsourced)Worked with a known fast food chain with but not limited to Supporting POS Systems, Internal Monitoring Systems, Griller Monitoring, Kitchen Monitoring Systems, Servers and Data Processing Units.Troubleshoots POS systems including -- Monitor Sync, Active POS OS Failures, Incorrect fund tally, Hardware parts that are not responding to monitor syncTroubleshoots Kitchen, Griller and Front Monitoring systems when all orders and configurations are not matching the POS SystemsTroubleshoots Servers and Data File Servers when end of day reports are not tallying to overall manual counts and if there are missing data sheets for the reports / or reports that are not totally workingIssues Onsite Technical Request if the need risesAlso creates requests for Onsite Technician Replacement Part Orders if Store Equipment needs replacement Show less

Worked with HP Laptops and Desktop SupportPrimary call center support for consumer and corporate technical groupPrimary task is to take inbound calls, emails and tickets with Hardware and Software related issues experienced on HP Products (Laptops and Desktops)Fixes issues with Windows 7 and Windows 8 Software bound issues (Printers, Web Cameras, Microsoft Products)Also part of the Windows 10 Deployment for HPAssisted on installing and upgrading qualified HP Laptops and… Show more Worked with HP Laptops and Desktop SupportPrimary call center support for consumer and corporate technical groupPrimary task is to take inbound calls, emails and tickets with Hardware and Software related issues experienced on HP Products (Laptops and Desktops)Fixes issues with Windows 7 and Windows 8 Software bound issues (Printers, Web Cameras, Microsoft Products)Also part of the Windows 10 Deployment for HPAssisted on installing and upgrading qualified HP Laptops and Desktops to Windows 10Provided direct assistance with sales on refunds and reinstallation of old operating systemsProvided first line of response for Damage / Replacement Laptop requests out of the box Show less

Certificate For Cisco Routing And Switching, Network And System Administration/Administrator

Studied configurations for Cisco Routers and Switches.

Windows Server 2012 Certification Training, Windows Server

Bachelor In Office Administration, Business Administration And Management, General