Patrick Jonelle Temporal Email & Phone Number

Calgary, Alberta, Canada

• Delivering effective and efficient technical support to 600+ Canderel employees with primary focus on Calgary, Edmonton, and Vancouver offices. • Managing a centralized ticketing system called SysAid to gather end-user incident reports, computer asset details and company knowledge base facilitating the prompt identification and resolution of IT issues. • Managed the installation, configuration, and maintenance of operating systems, software, and management tools for over 600 devices, leading to a 50% boost in system performance.• Maintaining existing Active Directory environment performing modification of 2000+ users, groups, service and computer accounts. • Creating, modifying, and administering Group Policy Objects to optimize system performance and user experience. • Providing end-user training on the system’s best methods, decreasing user-related issues and increasing user efficiency by 70%. • Administering and monitoring enterprise security solutions, including Mimecast and SentinelOne, to ensure the protection of all company endpoints. • Helping team members troubleshoot issues to identify root causes and providing technical support as needed. • Setting up and managing Zoom conference rooms for all offices across Calgary. • Collaborating with external vendors and consultants to address escalated support incidents. • Providing after-hours on-call support on a rotational basis. • Managing the onboarding and offboarding of users, including conducting IT orientations for new hires. • Oversee permissions and security during the migration of the file server to SharePoint and Teams for the Calgary office, and continues to manage these aspects.Software Experience: Active Directory | Adobe Admin Console | AutoDesk Admin Portal | Citrix | FortiClient VPN | Kaseya VSA | Microsoft 365 Admin Center | Microsoft Entra | Microsoft Exchange | Microsoft Intune | Microsoft SharePoint | Office 365 | OKTA | SysAid Help Desk Ticketing Tool | Zoom Admin Center

Mandaluyong, National Capital Region, Philippines

• Provided exceptional technical support via call, chat, email, and remote assistance for over 16,000 users in 10 different entities globally using ManageEngine Service Desk Plus Ticketing System.• Managed and monitor IT infrastructure including Windows AD Servers, Azure AD, Microsoft 365 Enterprise.• Worked with Active Directory to create/modify user accounts, reset passwords, update AD attributes, and gave permissions to different OU and AD groups.• Designated as one of the Workday POCs of our team. Manages Workday accounts by modifying account details, resetting MFA, extending account expiry date.• Awarded as Best in Quality for getting an overall QA score of 99.21% for the third quarter of 2022.• Showcased exceptional ticket management skills by maintaining tickets below 20 before end of shift by using FIFO method while handling 30 to 50 tickets daily and ensuring Service Level Agreement are met.• Ensured first-level customer service of the highest caliber by utilizing on-prem and on-line knowledge base tools and analytical troubleshooting abilities.• Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Manager or second level technical support until resolution.• Updated guides and documentations in relation to the identification and resolution of application support issues.• Participated in system testing, UAT (User Acceptance Testing), and implementation process for enhancements and issue resolutions in the company.Software Experience: Manage Engine Service Desk Plus Ticketing Tool | Active Directory | Microsoft 365 Enterprise | Microsoft Office 365 | Microsoft Entra | Adobe Admin Console | Forticlient VPN | Bluewater Control | Microsoft Sharepoint | Microsoft Onedrive | Veritas Enterprise Vault | Workday | Teamviewer | Anydesk | Teams | Zoom | EPICOR

Mandaluyong, National Capital Region, Philippines

• Provided technical assistance and support for incoming queries and issues via call, chat, remote assistance, or email related to computer systems, software, and hardware using ServiceNow Ticketing Tool.• Managed to handle 40 to 70 tickets daily by troubleshooting issues, fulfilling requests, and triaging to relevant departments.• Effectively used Active Directory to perform password resets, unlock user accounts, modify account details, and disable user accounts/computers to over 12,000 users globally.• Utilizes MS Exchange Server to manage, create, and maintain email accounts, DLs, and Shared Mailboxes.• Processed mobile devices and mobile plan requests via Sakon and coordinates with 3rd party vendor. • Performed remote troubleshooting through diagnostic techniques and asking pertinent questions to users.• Assisted fellow technicians with troubleshooting and shares newly acquired knowledge for mutual growth.• Demonstrated ability to resolve issues within Service Level Agreement and keep detailed notes on the ticket.• Worked in different shift schedules to fill the absences and lack of manpower in the team whenever needed.• Displayed flexibility, multi-tasking and organizing priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.Software Experience: Windows & Mac OS | Active Directory | ServiceNow Ticketing Tool | Lansweeper | Microsoft Bitlocker Administration and Monitoring | Microsoft Office 365 | Microsoft Teams | Microsoft Intune | Microsoft Exchange Server | Zoom | Global Protect VPN | Ping ID | Workspot Client | Sakon | Cisco Softphone | DynaSend | Druva Insync | Workday

Quezon City, National Capital Region, Philippines

• Assisted with troubleshooting and maintaining Windows, Linux, and MAC OS based operating system.• Provided technical support and troubleshoots issues relating to computers, printers, and network connection.• Replaced all old computer equipment and manages the installation and configuration of new equipment.• Designed and managed rehabilitation of LAN/WLAN network setup and cabling.• Successfully designed, implemented, and maintained a redundant and secured network with firewall.• Designed and managed a centralized network printer/copier and makes sure it is getting regular maintenance.• Created a step-by-step guide for troubleshooting common computer/network issues encountered by end-users.• Assisted with system updates and monitoring of the following: Patch management, spyware removal, virus checking, and ensuring backup of data files.• Provided user level training on commonly used applications such as; MS Office, Adobe Acrobat, etc.• Manages IT equipment inventory such as hard drive, RAM, mouse, keyboards, flash drive, batteries, etc. • Coordinates with purchasing department to purchase necessary computer and networking equipment.• Created a scheduled plan for operating system updates and router firmware upgrades and ensures all licensed software are up-to-date.

Ncr - National Capital Region, Philippines

Job Summary:• Executes test cases under varying circumstances.• Documents and evaluates test results.• Detects, logs, and reports program bugs and glitches.• Tracks defects and helps troubleshoot errors.• Reviews test procedures and develops test scripts.

Network Administration Technology, Information Technology, 1.9 (B+)

N5 And N4, Nihongo (Japanese Language)

I graduated as Ichi-ban (Top 1) of batch 30.