Tom Acepcion Email & Phone Number

Ncr - National Capital Region, Philippines

• Provides IT Support to the external /internal users of Computer Application softwares such as VPN, (Cisco Any Connect and Palo Alto - Global Protect), SAP CRM, iSeries/AS100/Distrack, Office 365 applications, Exchange Servers, Active Directory, Virtual Desktops(Amazon Web Services, Amazon Workspaces, My Workspaces) and other thin client tools applications like (Desktop Director, Citrix Cloud), Meraki and Aruba devices.• Background on Lockout tools, Telnet CCA, SAP Business Objects,, SAP CRM, SAP GUI, AS100 or iSeries JD Edwards and etc)• Experience with remote solutions such as SCCM (systems center configuration manager), Windows deployment services, Dameware, JAMF and etc.• Working User for request tickets (Service Now) start to finish. Request, Incidents and Status ticketing.• Administer and Support Office Telephony for Avaya, Interaction Desktop - SIP Phone / Genesys (Re provision and maintenance)• Answers questions regarding system procedures, online transactions, systems status and downtime procedures.• Strong Proficiency in Microsoft Office Suite for Outlook (adding accounts,renaming OST and NST Files, Work and student accounts, Office repair), Skype Troubleshooting (Resetting Conference bridge and Skype PIN numbers)• Serves as a liaison between clients and IT to resolve business issues related to technologies.• Collaborates with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.• Maintains a troubleshooting tracking log ensuring timely resolution of problems.• Manages user access rights. Intermediate to advanced understanding of Active directory, OKTA, TCP/IP,DHCP and DNS. • Diagnose, Recovery and resolve complex for Dell, Lenovo and HP Laptops/Laptops/Thin clients/Amazon Workspaces, Web Services, Citrix VPC and user support issues.

Philippines

• Analyze, assist and help users with error and issues arising from Virtual Campus portal.• Download, Install and troubleshoot software such as MS office, SPSS, Project, Access, AWS, Toolwire and SQL. (Remote VNC, RDP, Team Viewer)• Making sure new installations are gone smoothly, the system is up and the users are able to use the system.• Provide Tier 1 technical support to Tier 2 as deemed needed. • Must create and properly document each reported incident call in Service Now.

Saudi Arabia

• Direct and organize the operations of Desktop / Laptop Units and Information systems of each branches of the company.• Implement proper guidelines for software/ hardware development and standard operation procedure of the system/ CRM Oracle.• Manage Junior IT specialist to install, design, develop, repair and implement the software, telephony and network devices.• Guide and give direction to the team to perform individual duties effectively.• Planning and undertaking RMA’s and returned warranted products• Fixing Laptops/Desktops by using the needed replacements spare parts, data recovery and manual repair as well.• Training New IT staffs on using the CRM and supporting assigned projects.• Assembling PC and servers for internal and client use. • Monitor Daily back – ups for CRM, Corporate Data, Proxy and Antivirus software.• Configuring/ Administer Thin Client. Virtual OS• Managing stocks equipments consumables and other supplies.• Making sure new installations are gone smoothly, system is up and the users are able to use the system.• Installation of infrastructure phones, computers, cabling. • Investigating, Troubleshoot and Repair Network/ Software/ Hardware Problems.• Configuring/ Troubleshoot Microsoft Exchange servers.• 24 by 7 Monitoring and Remote Servers.

Philippines

• Configuration / Troubleshooting, Active directory, Microsoft Exchange Emails.• Consult Network infrastructure and recommend improvements.• Assisting IT managers for technical support assigned.• Guide Technical People on configuring VoIP phones, setting up CRM and monitoring tools.• Document both user level and code level guides.• Assembling PC’s and servers for internal and clients usage.• Making sure new installations have gone smoothly, system is up and the users are able to use the system.• Installing products upgrades software.• Troubleshoot network problems.• Installation of Infrastructure Phones, computers, cabling.• Answering client / End user emails.• 24 by 7Monitoring and remote servers.• Monitor Daily back – ups for CRM, Corporate Data and Antivirus software.• Replacing spare parts / repairing of Desktop and Laptop computers.• Monitoring and Troubleshooting Virtual Desktop Infrastructure. ( VMware, ThinClient)

Qatar

• Assigned in IT/ Logistics department.• Inventory Skills for Spare parts, Portable date handhelds and Computer Units.• Manage Accessible applications on workstations for manageability.• Troubleshoots POS, network problems.• Laptop/ Desktop Recovery Support and Printer installation support.• PC assembly and upgrades (Software and Hardware)• Assembling PC and servers for internal and client use. • Receiving Inbound Administration calls.• Answering administration emails.• Update the Price Tag codes for Purchasing Department.

Australia

• Monitor internet traffic and bandwidth with network monitoring tool.• Trouble shoot network problems• Installations of Network switches, routers and cables. • 24 by 7 Monitoring and Remote servers.• Administer the use of Computer Stations, Maintenance of Proxy Server, the local areaNetwork and printer.• Manage accessible applications in the workstations monitor the use of computers and network from the server.• Answering client emails and Calls.

Bachelor’S Degree, Bachelor Of Science In Information Technology

Activities and Societies: Philippine Youth Congress in IT, UP Diliman Theater, Quezon City September 2-3, 2004 JPCS Explore IT 2003.

Multimedia And Arts, Computer/Information Technology Administration And Management

High School, High School/Secondary Diplomas And Certificates

Secondary Development Academics