John Cyril Santos Email & Phone Number

Las Pinas, Ncr, Ph

Makati, National Capital Region, Philippines

⦁ Fulfill responsibilities as an onsite Level 2 IT support technician, delivering expert troubleshooting and maintenance services to ensure uninterrupted IT operations.⦁ Act as a backup Level 1 technician, offering remote support and troubleshooting assistance via phone calls⦁ Responsible for the inventory control and end-of-life management of laptops, headsets, monitors, and IT assets.⦁ Oversee the onboarding journey for all new hires, from the preparation of credentials to the… Show more ⦁ Fulfill responsibilities as an onsite Level 2 IT support technician, delivering expert troubleshooting and maintenance services to ensure uninterrupted IT operations.⦁ Act as a backup Level 1 technician, offering remote support and troubleshooting assistance via phone calls⦁ Responsible for the inventory control and end-of-life management of laptops, headsets, monitors, and IT assets.⦁ Oversee the onboarding journey for all new hires, from the preparation of credentials to the provisioning of equipment, while maintaining clear communication channels between managers and new hires and offering white-glove service during their initial day.⦁ Knowledgeable about MACD (Move, Add, Change, Delete) procedures and proficient in troubleshooting basic Directory Number (DN) issues within Cisco Unified Communications Manager (CUCM).⦁ Provisions / Decommissions Virtual Machines thru Azure. Show less

Helpdesk TechnicianJohn Deere - August 2015 - December 2016• Provides assistance thru call / chat to resolve issue reported by our end users.• Responsible for monitoring all Web and email tickets ensuring that it will be resolved within theagreed SLA.• Remotes in to user’s computer to install application and/or check for computer related concerns forfaster resolution.• Responsible for monitoring our Emergency line ensuring that all urgent reported cases will… Show more Helpdesk TechnicianJohn Deere - August 2015 - December 2016• Provides assistance thru call / chat to resolve issue reported by our end users.• Responsible for monitoring all Web and email tickets ensuring that it will be resolved within theagreed SLA.• Remotes in to user’s computer to install application and/or check for computer related concerns forfaster resolution.• Responsible for monitoring our Emergency line ensuring that all urgent reported cases will beprocessed within a short period of time.• Activate and deactivate RSA tokens.• Troubleshoot Xenapp/Xendesktop problems using Citrix Director.Sr. Helpdesk Technician / Global Account management staff / Incident ManagerCEVA - January 2017 - Present• Manages Call, Web and chat reported concerns.• Resets password and unlocks accounts in Active Directory and other org application.• Remotes in to end-users machine to troubleshoot computer related issues.• Install and configure Cisco anyconnect secure mobility client ( VPN ).• Create/Disable Email accounts in Exchange Console management• Create Skype user account in Skype For business server• Create / Disable accounts in AS400 system• Creates Shared mailbox / Distribution lists in Active Directory and Exchange console• Create / Disable LanId account in Active Directory• Modify Exchange and Active Directory accounts• Monitors the Call SLA ensuring that the team will pass the daily metrics• Generates daily report of assigned/ unassigned tickets.• Facilitates conference bridge and sending out email notifications to all Ceva Managers/ Directorsfor P1/P2 reported issues• Participates in submitting knowledge bases for process improvement of the account. Show less

1351 United Nations Avenue Manila, Philippines

• Provides 1st and 2nd level of support to all employees.• Investigate and resolve incident tickets within SLA• Handles all off site/ warehouse depot network down reported issues.• Coordinates with Global Service team via telephone and e-mail for requests orincident tickets raised that requires assistance to resolve such issues (e.g. softwaredeployment, problem with the main servers, Site Down and SAP Related issues).• Ensuring that all High / Urgent Priority ticket… Show more • Provides 1st and 2nd level of support to all employees.• Investigate and resolve incident tickets within SLA• Handles all off site/ warehouse depot network down reported issues.• Coordinates with Global Service team via telephone and e-mail for requests orincident tickets raised that requires assistance to resolve such issues (e.g. softwaredeployment, problem with the main servers, Site Down and SAP Related issues).• Ensuring that all High / Urgent Priority ticket raised in our queue shall be properlyaddressed and provided with a resolution. • Responsible to deploy all software application required by the organization• Assigned to assist all Director and above. • Build and configure Laptops and Desktops for existing and new hire employees.• POC for all Weekend engineers requiring assistance coordinating P1/P2 level concerns.• Tasked to assist with setting up IT equipment and other activities offsite. Show less