ADRIANN GRINDULO
LONDON,ON
Summary
Experienced IT professional specializing in customer support and incident management within London Health Science Centre. Strong proficiency in Microsoft 365 applications, consistently meeting SLA requirements and fostering team collaboration. Recognized for mentoring colleagues and providing effective solutions in challenging environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Client Support Specialist - IT Data Centre Operations
London Health Science Centre
London, ON
02.2024 - Current
- Provides LHSC and Regional Hospital staff with phone-based, email and chat IT hardware and software support.
- Monitors servers, network infrastructure, and data center equipment to guarantee smooth operation and notify the support group or vendor if an issue occurs.
- Ensures that data center equipment such as HVAC, UPS, and PDU are functioning properly and inspects them every four hours.
- Manages and tracks arriving and outgoing deliveries to the data center and office.
- Manages, requests, and provides badge access to all LHSC staff in the Data Center and Office.
- Collaborates with the team to update Data Center policies and practices, as well as ensure the location's safety.
- Demonstrates expert proficiency in Microsoft 365 applications (Office, OneDrive, Teams, SharePoint, etc.) during Helpdesk troubleshooting.
- Escalate tickets to M365 support and other Infrastructure Support if needed for advance technical assistance.
- Provides guidance and outstanding customer support to end users while ensuring SLA compliance.
- Mentors and coaches colleagues on customer service best practices and technical troubleshooting.
- Conducts day-to-day activities using LHSC’s IT Services ticketing system and Microsoft 365 platform.
- Manages priority and SIM incidents and drives it to resolution within utmost urgency during after hours.
- Actively participates in team and project meetings, providing updates and technical input.
Incident Manager / Event Management Specialist
DSV International Shared Services Inc.
, Philippines
08.2017 - 03.2022
- Monitored server and network infrastructure to ensure smooth operations.
- Reported server and network alerts and errors to respective support teams.
- Analyzed alerts or errors displayed on the monitoring tool and initiated appropriate action.
- Escalated cases to higher levels of management when an event breached the Target Service Level Agreement (SLA).
- Coordinated with all involved support teams to provide and implement necessary solutions.
- Generated Incident tickets with relevant details of an alert or error and transferred them to the appropriate support teams.
- Prepared comprehensive reports outlining all the network alerts that occurred during the shift.
- Provided initial troubleshooting guidance to the Local IT and Network team.
- Monitored Data Centre (DC) alerts during weekend maintenance.
- Updated node information in the network monitoring tool.
- Shared updates with the team when a new process was provided by the Network Team or Local IT.
P1 Incident Analyst
DSV International Shared Services Inc.
, Philippines
03.2015 - 08.2017
- Acknowledged, logged, and processed all reported major incidents promptly.
- Recorded all incidents received by the Service Desk in the CRM system.
- Identified the nature of incidents based on reported symptoms and categorization rules.
- Prioritized incidents based on their impact on users and SLA guidelines.
- Assisted in sending global notifications to all employees about major incidents.
- Assigned incidents to the appropriate provider group for resolution.
- Conducted post-resolution customer reviews to ensure all work services function properly.
- Prepared reports showing resolved and unresolved incidents statistics.
IT Service Desk Analyst
DSV International Shared Services Inc.
, Philippines
05.2014 - 08.2017
- Provided hardware and software support to UTi Shared Services employees globally.
- Managed user access through Active Directory and Exchange Management Console, Lync Server 2013.
- Provided support to customers via phone, email, and IM Chat.
- Logged, validated, diagnosed, and resolved customer issues on a wide range of products and applications.
- Assisted other IT infrastructure teams with the installation of new applications, system updates, and patches.
- Strived to meet the First Call Resolution rate of customer calls in line with agreed service levels.
- Adhered to the principles and procedures of the quality management system.
- Identified, analyzed, and suggested improvements in the area of responsibility.
Global IT Helpdesk
Global Bridge Resources - CITI
, Philippines
06.2012 - 05.2014
- Provided remote support to CITI employees across the globe.
- Attended, monitored, resolved, and closed tickets within pre-defined SLAs.
- Offered support and resolved technical issues through channels such as E-Mail, Instant Messaging, and Phone.
- Communicated and escalated complex issues to 2nd-level support teams.
- Managed access to various systems and applications.
- Assisted users in troubleshooting technical requirements related to Remote Access, VPN, Virtual Machines, Virtual Desktop Interface, Citrix, Thin/Thick Clients, Networks, and Printer Mapping.
Technical Support Helpdesk
PLDT - Iplus Intelligent Network Inc.
, Philippines
07.2008 - 06.2012
- Provided comprehensive support and preventive maintenance to all PLDT Corporate Account users.
- Handled all aspects of trouble ticket management.
- Handled core network database tasks using ICMS and COMET.
- Used ticketing systems to manage and process support actions and requests effectively.
- Documented all support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues that require higher-level intervention.
Education
Associate of Science - Automotive Service Management
Fanshawe College of Applied Arts And Technology
London, ON12.2023
Associate of Science - Information Security Management
Fanshawe College of Applied Arts And Technology
London, ON12.2022
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Sta. Mesa Manila, Philippines03.2008
Skills
Excellent problem-solving abilities and strong analytical thinking skills
Outstanding planning and organization capabilities, with a knack for meticulous documentation
Exceptional communication skills, both in speech and writing
Flexible individual with a keen interest in learning about new technologies and systems
Proficient in working with executive-level staff
Ability to function effectively both as part of a team and independently
Broad knowledge of various devices including PCs, smart devices, phone systems,multi-function printers, and network devices
Knowledgeable with CCNA and CISCO network devices
Proficient with Windows 10/11, Active Directory, Group Policy, Exchange Management Console, Microsoft Office suite, and other Operating Systems like UNIX
Knowledgeable with M365 Azure, Microsoft Entra ID, and Exchange
Expert proficiency in Microsoft 365 applications (Office, OneDrive, Teams, SharePoint, etc) Proficient in Microsoft’s Power Platform and Admin Centre functionality
Provides outstanding customer support and contributes to customer service best practices
Experienced in mentoring and coaching colleagues to enhance team performance
Advanced understanding with ITIL v3 2011 best practices
Proficient in SolarWinds Netmon (network monitoring tool) and SCOM (Server Monitoring tool)
Confident in handling and resolving Major Incident issues and escalations
Certification
- Certificate of Completion: Worker Health and Safety Awareness in 4 Steps, 04/05/23
- (ITIL) V3 2011 Foundation, 12/01/18, GR750510903AG, AXELOS
- CCNA Module I-IV, 04/01/12 - 03/01/13, Mapua Institute of Technology
Timeline
Client Support Specialist - IT Data Centre Operations
London Health Science Centre
02.2024 - Current
Incident Manager / Event Management Specialist
DSV International Shared Services Inc.
08.2017 - 03.2022
P1 Incident Analyst
DSV International Shared Services Inc.
03.2015 - 08.2017
IT Service Desk Analyst
DSV International Shared Services Inc.
05.2014 - 08.2017
Global IT Helpdesk
Global Bridge Resources - CITI
06.2012 - 05.2014
Technical Support Helpdesk
PLDT - Iplus Intelligent Network Inc.
07.2008 - 06.2012
Associate of Science - Automotive Service Management
Fanshawe College of Applied Arts And Technology
Associate of Science - Information Security Management
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
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