Patrick Rafael Pineda Email & Phone Number

Winnipeg, Manitoba, Canada

System Administration and ProvisioningEngineering of Microsoft Windows systems solutions for various project and operational needs.Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.Research and recommend innovative, and where possible automated approaches for system administration tasks.Operations and SupportPerform daily system monitoring, verifying the integrity and availability of hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.Investigate, troubleshoot, repair and recover from hardware or software failures.MaintenanceApply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.Deploy software packages to workstations using Microsoft SCCM.Maintain operational, configuration, or other procedures.Perform periodic performance reporting and ongoing performance tuning.Maintain data center environmental and monitoring equipment.

Kingston, Ontario, Canada

▪ Project and Technical Lead on various projects such as O365 Setup, Migration and Administration, Server/Network implementation, Client onboarding and offboarding▪ Onsite Server and Network Devices Management/Maintenance and Hardware Implementation▪ Azure setup and migration, AD Sync and configuration of Servers and Intune▪ Mentoring Junior Technicians and ticket escalations from Tier 1 and 2

Singapore

Manages IT infrastructureResponsible for set up of Systems in Singapore & Regional OfficesSCCM AdministratorProject Management for the following:Liaise with vendors and suppliersDesign & manage network infrastructureManage Project implementationTrain and build robust system teamCarry out software and hardware maintenance and provide the stability of various systemsAdminister user accounts, network resources, security and backupLevel Two support for systems issuesAnalyze, troubleshoot and resolve critical system issuesManage Active Directory, GPO settings, DNS etc.Execute Disaster Recovery PlanPerform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobsAssist with Procurement of IT products and servicesSupport network team in switch and router configuration and setupManage projects assigned by IS Director and ensure completion in accordance to project timelineRegional level support for IT

Singapore

Management and Maintenance of Server running on Windows Server 2008 and 2012, and SCCM deployed on VmWare and Nutanix Platform.Management and Maintenance of Active Directory, DNS, DHCP, File and Print Server, Backup and Storage Server, McAfee ePolicy Orchestrator, Web Server, Proxy ServerManagement of Network devices, L2 and L3 Switches, and Sophos Astaro and Fortinet FirewallHardware and Software support for 200+ users running on Windows.Support and Maintenance for Multi functional Printers Project deployment of Policies and application locally and for other South East Asia Region.Intranet maintenance and modificationSupport and Administration for BYOD (MobileIron) for both IOS and Android deviceAsset Management using QND console, deployment, installation and maintenanceWindows/ Email Account creation, management and cleanupCreating and Documentation of process and procedure for I.T infrastructureVendor and Supplier ManagementProvide Training for New hire and new application to be deployed.ProjectsChange of Network from Point to point to all Site-Site VPN (AP Office) including connection to IBM CloudStandardization of Asia Pacific offices to a single server platform (Nutanix)Consolidation of all Asia Pacific offices to a single networkMigration of all Regional offices to a centralized domain.Migration of Server from VmWare to Nutanix and IBM CloudWindows 10 Migration ProjectRegional SCCM and distribution server as part of Global IT GovernanceMcafee Encryption setup and Deployment for Asia PacificEstablish Infrastructure of new office in Asia Pacific and office relocation

Singapore General Hospital

• Responsible for on-site support for desktop hardware, desktop applications, emails, printers, active directory and other related issues. • Provides daily/monthly reports regarding day to day cases and provides action plans to leading indicators.• Performs administrative support, asset management and IT housekeeping services.• Coordinates with Healthcare IT regarding orders of IT equipment for New Projects within the Institution.• Reviews project proposals and plans and discussing with management.• Follow-up with user to make sure that SLA is met (TAT of project)• Maintains project schedule by tracking the progress of projects and resolving problems that may arise• Confirms product performance by designing and conducting tests

Singapore

• Provide first and second level end-user IT support (face to face), including PC/mobile/tablets/network/ server/standard applications support and troubleshooting • Configure mobile devices for network connectivity (VPN, Proxy, Wifi)• Setup Microsoft Exchange accounts for new hires.Managed Windows 7, MS Office, Outlook, network connectivity, printer mapping and etc.• Handles escalations and customer complaints.• Manages the Service Centre’s outstanding cases for resolution or next level escalation.

• Acts as a mentor to Technical Support Professionals providing guidance during troubleshooting process and responsible for the most possible issue resolution of cases handled by the team. • Take full ownership of high-impact and complex technical issues in order to prevent out-of-process escalations. • Responsible for handling high-level escalated customer calls to ensure immediate resolution. • Performing various tasks in support of the team’s high potential agent’s development and performance management such as technical trainings and goal oriented coaching. • Reviews and analyzes weekly and daily reports on team’s performance using the identified internal tracking tools. (Checks for sources of variability interpret results and draw conclusions on the client’s metrics and collaborate with the Team Manager on the results of their analysis) .• Conducts break-fix trainings to improve technical capabilities of front-line technicians on newer Dell systems

• Audits cases created by Support Professionals (Upon request, coordinate and produce formal documentations for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports. • Provides training regarding proper case management • Manages and Follow up cases by inbound technicians as a 2nd Level Support. • Manages Team’s cases to ensure proper handling.

• Assists customers with chassis teardown/assembly on both desktop and laptops • Hands-on experience on Computer part upgrade and replacements • Able to resolve customer's issue in a timely manner • Extensive experience in hardware and software issues • Performs repair and installation with Windows Operating Systems: Windows 98, ME, XP, Vista, 7, 8 • Provides issue resolution via phone support and remote access • Troubleshoots internet connection problems: dial-up networking, broadband connections and wireless networking • Works with TCP/IP configuration, Dell Wireless Utility and 3rd party software used to configure wireless connection • Provides necessary information on basic computer usage, security and backup and recommend Dell’s support site for basic HW and SW issues • Works with external devices such as display monitors, projectors, storage devices, docking stations, printers and speakers