Gerwin Ae Ilagan Email & Phone Number

Dublin, County Dublin, Ireland

• I have a solid understanding of Windows operating systems, operations practices. • Managing SharePoint sites. • Managing physical and virtual (VMware, HyperV) servers• Managing IT local projects in Dublin office. • Maintenance and supporting of validated system e.g. Empower, Maximo, PI, etc.• Managing on boarding user. • IT Support analyst primary contact will provide 1st,2nd line and some 3rd line IT Support.• Deliver routine IT services and advise staff of appropriate uses of IT resources. In times of system outages and delays I responsible to escalate to Senior management.• Passion for IT and Technology to develop a career in IT support technologies.• Understanding of common build and imaging techniques for corporate image deployments.• Good understanding or exposure to Active Directory.• Experience with Windows 10 operating system.• Experience with Office 365 products such as Outlook, Excel, Word MS teams.• Experience supporting IOS Apple device. • Experience supporting MDM application like Intunes.• Experience with basic network troubleshooting.• Any experience with Lenovo, Dell hardware.• Experience with Service Now • High Patience, understanding and empathy with others/users.• Ability to perform multiple concurrent tasks.• Ability to balance multiple problems simultaneously.• Desire to gain knowledge of new systems and technology through in house and external training and studying.• Investigation and diagnostic skills combined with ability to determine appropriate escalations across departmental lines.• Ability to work with non-technical users.• Ability to communicate effectively at all levels.• Ability to provide emergency shift coverage as directed.• I have a solid knowledge and familiarity with the hardware, software and operating system environments and the various components involved that the team is responsible for

Dublin, County Dublin, Ireland

• Providing excellent quality IT support to users onsite and remotely as part of a larger international IT support team• Responsibility of the starters and leavers process within the European time zone while supporting the larger international IT team and maintaining the local stock record• Troubleshooting, diagnosing and resolving standard hardware issues as well as software relating to - MS Office 2016, MS Office365, MS Azure, Citrix, Windows 10 / 11, Zoom and bespoke Maples applications for the Funds and Fiduciary teams• Taking ownership of incidents, setting and meeting expectations and communicating frequently with users throughout the incident lifeccle• Ensuring incidents are fully documented with all actions taken in Service Now and issues resolved within agreed service levels, experience of Service Now is advantageous• Take ownership of service queues and ensure that prompt action is taken where necessary• Produce and maintain knowledge base articles related to IT systems, processes, incident resolutions• Identify and flag recurring incidents and trends and work with other IT teams to resolve root causes• Maintain IT asset register of all hardware movements via Service Now• Prepare hardware (Phone, PCs, monitors, printers,) proactively setting up new starters and testing access accordingly• Mobile device management experience i.e. Intune/ Airwatch on range of devices• Actively review working practices and recommend effective improvements against current service and support levels• Adhering to local and global IT policies and procedures at all times• Assist users to install, configure, and troubleshoot PC/Infrastructure Hardware & Software, Copitrak,SCCM, knowledge of backups• Support of VolP, video conference systems and telephony system (Zoom)• Contribute to building and maintaining an effectiveGlobal Service Desk Team by developing relationships and making suggestions to drive service improvement

Singapore

IT Desktop Engineer Duties and ResponsibilitiesMarch 15, 2015 – present Assist in troubleshooting and solves incidents for user and escalates incident to necessary escalated personnel as required. Basic network troubleshooting Installing ,Troubleshooting hardware/software issues (e.g. Laptop/Desktop, Printer, Scanner, Network) Assist in various IT Projects or activities (such as equipment upgrade, changes, maintenance and relocation) Respond to customer calls which will include problem identification, escalation and resolution of hardware/softwareproblems Handling and maintenance the Active Directory (create, modify, disable accounts) Oversee the entire activities and operations of the Helpdesk and Desktop Services Record incident resolutions in the Help Desk tool.(Landesk ticketing system) Communicating local vendor like Dell, Fuji Xerox Printer, Telco (Singtel) , Telephone and Cabling structure. Support Singapore, Malaysia and Thailand user via phone and remote troubleshooting Preparing Capex and contacting vendors and dealers for IT products Support higher management like MD, VIP ,CEO and other clients Coordinate to the 3rd level (Global IT) corporate support if required.

San Roque Bauan Batangas

Responsible for smooth running of computer systems. Installs and configures computer systems Talking to staffs/clients through series of actions, either face to face or over the telephone Troubleshooting system and network problems and diagnosing, solving hardware/software faultsFinding solutions to problems is it through creating a desktop shortcut or fixing a major fault on the operating system. Replaces parts of required. Provides support including procedural, documentation Follow diagrams and written instructions to repair a fault or set-up a system Coordinate with vendors/suppliers on technical issues Runs network applications; to support system and users Support new applications; and sets up new users Responds within agreed time limits to call-outs Prioritizes and manages multiple open issues Rapidly established a good working relationship with users in order to make necessary repairs Test and evaluates new technology; Conducts electrical safety check on computer equipment

Installing windows XP, Vista, Windows 7 Computer software/hardware installation Diagnose PC Problem Oversee the daily performance of computer systemsConducts computer diagnostics to investigate and resolve problems Troubleshoot PC and Laptop

Update and monitor daily ticket. Creating weekly and monthly report Generate daily shifting reports. Monitor Team performance and activity In depth research on new technologies Creating weekly Quality assurance for Staff

Remote Troubleshooting using Teamviewer and ShowmyPC Troubleshooting and repair on Site Computer software/hardware installation Diagnose PC Problem Setting up LAN/WLAN/Crimping Configure RouterAssigning Static IP configurationInstallation of different kind of printer like HP, Epson, etc Installation of Windows XP, Windows 7Conducts computer diagnostics to investigate and resolve problems

• PC assembling• Troubleshoot computer and networking• LAN/WAN• Assigning Static IP configuration• Computer software/hardware installation• Oversee the daily performance of computer systems• Conducts computer diagnostics to investigate and resolve problems • Setting up a PC under domain/workgroup• Installing network printer such as HP, Canon, Brother, Epson

Bachelor Of Science, In Information Technology

Bs, Information Management