Rodolfo Babaran Email and Phone Number

Supporting clients on a variety of software, hardware, printers, mobile device management, thin client, operating systems, and virtual desktop.First point of contact to 1200 internal employees via phone support resolving issues in a first call resolution.Identifying, troubleshooting both hardware and software resolving in a timely fashion. Field complex issues to Tier 3 that require personal intervention.Tools: Active Directory, ChangeGear Ticketing System, WYSE thin client, Citrix Director, LogMeIn, KACE Systems Management, Beyond Trust, Citrix Workspace, One Identity Password Manager, Mobile Device Management / XEN Mobile, SAP, OWA, Citrix SharefileACHIEVEMENT:Delivered an exceptional Customer Experience with consistent monthly weighted perfect average survey data of 5

Service Experience I – Hub International, Chicago, Illinois July 2016 – Nov 2016• Level 1 and 2 support/resolution on all hardware, software and network issues• Incident Management Team Member delivering resolution on escalation issues in a timely manner• Creating, reviewing, updating and submitting knowledge article for publishing• Queue monitoring and shift reporting• Coordinating with Team Lead and Manager for incident occurrences• Communicating trend and changes to the Team Lead and next shift• Assisting team in resolving complex technical issues Tools: Active Directory, Win XP/7, MS Office 2003/2010/2013, RSA Administration, Internet, Network Printers, UniPrint, Service Now/KnowIT, Lync, TCP/IP, LogMeIn, McAfee, Citrix Access Management Console, Citrix App Center, Applied EPIC, MS Exchange Console, RDP, TCP/IP.

Service Desk Analyst Feb 2013 – July 2016Client Support Centre, CompuCom at Suncor Energy – Mississauga, ONProviding Level 1 support on break/fix first contact resolution to Suncor Energy 35,000 remotely by phone, email, chat, RDP or SCCM in a Citrix/VMware environment for all network, hardware and software issues Tools: Active Directory, SCCM, VMware, Win XP/7, MS Office 2003/2010 Suite, SAP R/3, RSA Token, CRM, Livelink, Internet, Printers, Service Now/KnowIT, Lync, Sharepoint, TCP/IP, Visio, Adobe, FTP, McAfee, Blackberry and iPad, LogmeIn, eGainAchievements:• Service Excellence Award Winner 2015• Delivered exceptional Customer Experience by resolving technical issues on first contact resolution• Consistent scorer of 100% Quality Assessments (Calls, Ticket and Emails)• Received a commendation as one of highest Customer Satisfaction Survey • Received a commendation for being a Role Model – mentoring/training newcomers• Knowledge Base Contributor

• Identifying customer’s needs and offered solutions in order to best serve and delivered successful customer satisfaction• Assisted customers in purchasing printers, laptop, desktop, network cables and wireless routers• Follow-up customer’s inquiry over the phone, assisting and resolving technical problems• Assembled complete desktop computers and sold to customers• Resolved customer’s Internet connectivity• Setup, installed and configured customer’s VoIP and printer connectivity• Upgraded or installed customer’s MS Office 97/2003/2010 and anti-virus programs• Trained customers on various software applications.

• Developed and implemented MS Access application “International Recruitment Application System” that streamlined easy access, reporting, advertising and retrieval of medical applicant’s information which resulted to error free duplicates of data and hiring right candidates and saved 80% of manpower resources. • Supported 8 staff of my department for installation, troubleshooting, repairing and configuring printers, MS Office applications and desktop connectivity while maintaining the Executive Director in all of his day to day appointments, travels, meeting minutes and communication. Achievement:Drafted and implemented International recruitment policy and procedures and International Recruitment Agreement.

• Developed and implemented MS Access applications “Bid Tab Management System” and “Personnel Management System” to streamline contractor’s personnel affairs and budget and management of hospital’s disposable materials which resulted to satisfactory monitoring of inventory expenses and staff affairs and saved 75% of budget resources. • Supported 4 staff of my department for installation, troubleshooting, repairing and configuring printers, MS Office applications and desktop connectivity while maintaining the Executive Director in all of his day to day appointments, travels, meeting minutes and communication.

Kingdom wide hospital projects with 800, 600 and 300 beds capacity with an average of 600-800 network users in a mixed computing environment.• Achieved a high level of 99% zero downtime systems operation and network connectivity.• Provided 1st and 2nd Levels of support installing, troubleshooting, diagnosing, repairing and upgrading all hardware and software in desk side, telephone or remotely.• Successfully implemented resolution to 100+ average calls per week within 600+ network users.• Supported end-users for MS Office 97/2003/2010 remotely and by telephone.• Documented problems and resolutions using an internal ticket tracking solution program.• Received, documented and maintained all hardware inventories.• Performed backup and restoration of file systems daily and weekly.• Participated in the implementation of disaster recovery plan.• Participated in development of MS ACCESS application program for hospital requirements.• Promoted to Operation Supervisor to lead, mentor and trained four computer operators to respond on call resolving network connectivity.• Involved in an on-call rotational support 24/7/365.Achievement:Developed and implemented MS Access applications Fixed Asset System, Pharmacy Inventory System and Dental Appointment System (Arabized)