Wenzel Ablola Email & Phone Number

Greater San Diego Area

Greater San Diego Area

United States

• Implementation of ITIL V3 framework for Field Services
• Project leader on the design and development of the Process.
• Provides technical supervision to project team members by communicating withthe client.
• Responsible for testing new process and make sure the completion of projectbefore delivering
• Responsible for designing flow of project management and the task management
• Oversees, coordinated, and controlled project communication, requests, issues,problems and documentation with internal staff in an effective, efficient mannerthrough all phases of a project implementation.

• Responsible for continuously reviewing IAT tool and followed up on issues thatare beyond the Service Desk or Site Level resolution without the aid of additionalEnterprise leveraged resources to resolve these identified.
• Coordinated and assigned the additional resources required for quick resolution(7-10 days).
• Attended high level customer (CSMs, PRAT, EDS AMs/AOMs, EII CTRs, PMW-200, etc..) meetings to assist in resolving issues

Greater San Diego Area

• Integrally involved in the development of problem resolution and customersatisfaction skills in team members while promoting teamwork, high commitment,and maximum productivity
• Process facilitator, coach and resource for various member teams (up to 25+ teammembers)
• Provided group and one-on-one call coaching and training as per stringentcorporate standards
• Assessed members on an individualized basis to provide effective and regularperformance feedback to improve their skills in the areas of call volume handlingand average handling time
• Provided input and direction on the development and

• Network installation of software for enterprise wide break/fix issues and newsoftware requests for 300,000 plus workstations across multiple domains on theUnited States Navy and United States Marine Corps classified.
• Troubleshot Radia Client issues
• Troubleshot Network and DNS issues over multiple domains within the enterprisein order to complete software installations
• In charge of Enterprise Wide Application deployments
• Created and nested Software OU’s in Active Directory and managed existinggroups when needed to deploy software
• Troubleshot conflicts between different software versions and between differentpackages on Windows 2000 and Windows XP machines

San Diego, CA

• Provided technical and procedural advice to Help Desk analysts
• Reviewed and assisted in developing new process flows as needed
• Monitored and maintained team’s ticket queue to ensure timely manner, per policy
• Ensured escalation, transfer and disaster recovery procedures are adhered to bythe team
• Reviewed daily reports to ensure adherence to team responsibilities
• Reviewed Help Desk Analyst tickets and provided feedback and mentoring

Greater San Diego Area

• Converted Email requests to create request tickets in Remedy for all inquiries andissues
• Performed troubleshooting and problem resolution
• Documented and communicated steps taken in the troubleshooting process
• Provided first-level and second-level application software and network support
• Provided status to pending trouble tickets in a timely manner, per policy
• Escalated a request to the next level when necessary

• Answered, evaluated, and prioritized incoming telephone, voice mail, email,and in-person requests for assistance from users experiencing problems withhardware, software, networking, customer service, and other.
• Maintained current CCTV lab equipment and test new equipment as it becomesavailable.
• Interviewed customers to collect information about problems and leads userthrough diagnostic procedures to determine source of error.
• Determined whether problem is caused by hardware (motherboard, hard diskdrive, controller, modem, printer, cables, or topology), software (product, interface,or communication application), or operating system (MS-DOS.
• Handled problem recognition, isolation, resolution and follow-up for routinecustomer problems, escalating more complex problems to advanced teammembers or department management.
• Wrote technical bulletins, FAQ’s, and new product evaluations.

Certificate Of Completion, Network And System Administration/Administrator

B.S., Athletic Training/ Emphasis In Pre-Physical Therapy