Romulo Caquilala Email & Phone Number

Greater New York City Area

• Provide Tiers 1 support to a diverse audience composed of staff, managers, and Directors, on IT related issues, using Siebel CRM incidents and requests ticketing system.
• Analyze, troubleshoot, and understand technical issues, driving problem resolution by advising users on steps to follow or by escalating to Tiers 2
• Coordinate problem resolution with Tiers 2 when needed: provide briefing on first technical findings, follow up, provide regular updates to end users.o Provide support on a number of technologies:o Hardware: PCs.
• Administer Active Directory accounts, Shared Mailbox, Distribution List, and MFA (Multi-Factor Authentication) through Azure
• Contribute to, update and test SOPs for support team and for end users, improving and educating them in the different applications.
• Prepare and conduct end-user training, contribute to writing process documents and SOPs. to newly hired colleagues during onboarding.

Greater New York City Area

• Provide Tiers 1 and Tiers 2 infrastructure management support to server and application owners.o Monitor and find problems with network servers, network connectivity issues (LANs, MANs, and WANs), and network UPSes.
• Work as IT technician in the data center and provide hardware support.o Provide coverage during major incidents (e.g., natural disasters) to ensure business continuity.o Aid with data center migration (rack and stack.

2 Broadway New York, NY 10004

• Support MTA ( Metro Transit Authority ) Headquarters regarding IMAC.
• PC Upgrade / Refresh
• Dell Laptop roll out project
• Responsible for contacting workings and scheduling migration
• Following set up script for Laptop
• Following workstation migration script

Greater New York City Area

• Coordinate deployment for five hundred users for Windows 7 Migration project for DFS users. Back up and migrate from XP to Windows 7 making sure old software, UN base applications and Lotus Notes emails perform as it.

25th Floor Export Bank Building, Philippines

• Managed a team formed of seventeen technical agents. Monitor and prepare a weekly report on agent performance.
• Conducts a weekly meeting with the team to ensure that updates are read and understood, targets are set, and review challenges being met by the team.
• Provides coaching, feedback sessions, and mentoring regularly.
• Coordinates with the Quality Assurance Department to make sure that QA Metrics are met by each agent and provides feedback to agents not meeting the threshold set by the QA Department.
• Coordinates with Workforce Management and Training Department about agent’s weekly schedules and training
• Provides floor support by doing MBWA (Management by Walking Around), helps with queue management by checking. on agent’s Average Handle Time via CC pulse.

• Perform advanced gaming system configurations for XPS DESKTOP and LAPTOP using XP. Ensure that first-call resolution is achieved, or case ownership is placed when necessary.
• Managed XP and VISTA operating systems in RAID configuration and multiple video cards with SLI.o Troubleshoot computer hardware problems such as No Video, No P.O.S.T, and No Power through isolation of different.o.
• Handles escalation and troubleshooting if cannot be managed by L1 technicians and send a request or create trouble shooting ticket request for part replacement or service if necessary. Submit reports and create.
• Manage premium warranty support (Inbound) for Dell XPS consumers for Desktop and Laptop products involving hardware and software issues. Ensure correct dispatch of hardware and software parts of warranty products.
• Manage outbound calls of unresolved/re-occurring issues sent through voicemail, email, and agent endorsement. Follow-up on dispatches of parts and services, ensuring resolution of issues.

Network Admin, It

Bachelor'S Degree, Registered Nursing/Registered Nurse

Bachelor Of Arts (B.A.), Interior Design