John Paul Garcia Email & Phone Number

Metro Manila, Philippines

Philippines

Philippines

• Documented troubleshooting and corrective actions in Service Now.• Troubleshot problems or issues with desktops and laptops.• Configured hardware, Mac and Windows devices, and software to set upworkstations for employees.• Knowledgeable in Active Directory, Resetting Password, Adding Access inAccount, Unlocking Account.• Knowledgeable in Mobile Device Management - Intune.• Handles bulk of tickets in Service Now (SNOW ticketing System)• Windows Focal Person in Deskside Deployment Team• Windows OS, MAC OS and IOS Support

Philippines

Onsite Engineer Task:• Provides tier 2 support on user’s onsite for immediate solution to their encountered issue.• Handles bulk service tickets via ticketing system (Hornbill Supportworks)• Identify, troubleshoot, and analyze computer related issues. Determine appropriate course of action and conduct repairs, modifications and upgrade internal components and peripherals as needed.• Rollout and configures Windows operating system and MacOS patches and upgrades via System Center Configuration Manager. Joining and disjoining of workstations in a domain. Configuration of Microsoft Bitlocker on workstations.• Installation and configuration of software’s such as MSO365 applications, IBM Lotus Notes, SAP, Citrix, Adobe applications, Trend Micro Apex One, Symantec DLP Forticlient VPN, Avid iNews.• Assist users via remote control (RDC, SCCM Remote Control, Logmein123.com, Anydesk and TeamViewer) for ABS-CBN global and regional stations.• Installation of printers (Canon, HP, Brother, Epson and Zebra barcode and ID printer)• Using Active Directory to lock/unlock accounts and reset domain password accounts.• Familiar in using Active Directory.• Perform 1st Level problem determination and assist End Users to determine whether the problem is in hardware, system software, applications, network, or even virus intrusion.• Log all issue received on Supportworks System (Ticket) and escalate to different levels.•Monitor the status of workstations that pulled-out by another onsite engineers for PC rollout, repair, installations and file backup.