Carlo Gabriel A. Ortiz
Vancouver
Overview
14
14
years of professional experience
Work History
Desktop Technical Support
ACTIONLABS IT Services Phils., Corp.
- Set up computers with software and application based on customer request
- Performed assistance on user in manufacturing floor & department
- Monitoring and resolve problem via ticketing system from Service Desk
- Performed such as installation of standard and Non-Standard software.
Technical Support Specialist
Accent Micro Technologies
- Requesting new parts for defective desktop and laptop hardware and peripherals
- (DELL products)
- Performing technical troubleshooting, maintenance, and setup of hardware
- Provide 1st-level problem determination on problems reported by end-users
- Assist end-users in resolving the problem by guiding end-users on possible solutions.
IT Executive
Firstsource Solutions Limited (BPO)
03.2019 - 10.2023
- Provide 1st and 2nd Level Supp
- To different LOBs such as Celink, JDByrider, HMSA, Amerisave, Molina and TMS
- Maintains daily monitoring and preventive maintenance to maintain desktop performance
- Performs daily inventory for all IT Equipment
- Patch deployment using WSUS
- Management of Active Directory, DHCP and Windows severs
- Supporting the roll-out of new applications
- Setting up new user accounts and profiles and dealing with password issues (Active Directory).
IT Associate
Firstsource Solutions Limited (BPO)
07.2017 - 03.2019
- 1st Level Supp
- (Assisting Verizon, Barclays UK and Med Assist client with their technical issues)
- Create a daily activity accomplishment report before shift ends
- Administering of active directory
- Desktop imaging and Recovery using Acronis True Image 11
- Deployment of applications and policies thru HPDM.
IT Ecom Helpdesk
ACTIONLABS IT Services Phils., Corp.
04.2016 - 06.2017
- Provide 1st level support for hardware software and network
- Troubleshooting of online booking (web shipping and email ship)
- Assisting client with their international shipments
- Remote assistance using Bomgar and VNC
- Reimaging and deployment of desktop and laptop.
Technical Support Specialist
IBM Global Process Services (CITIBANK Account)
03.2014 - 09.2014
- Provides first level application support via phone call and remote assistance
- Analyzes tracks and monitors all escalated issues, acts as a resolution owner, and ensures that issues are properly resolved
- Regularly checks for new issues/incidents raised by key users
- Escalates unresolved issues to other pre-identified support groups
- Ensures that the technical knowledge base and technical documentations are kept current.
IT Transition Specialist
Teledata Philippines
10.2010 - 01.2014
- Provide first level front line support (esp
- Bank applications)
- Performed capacity/connectivity tests
- Ensuring all applications and peripherals are properly deployed
- Administering active directory and application deployment via AD.
Technical Support Engineer
Systemantech Inc.
01.2010 - 04.2010
- We took involved in the initial setup of every technical part of the Company.
Education
Bachelor of Science in Information Technology (Graduate) -
Jesus Reigns Christian College
Skills
- Handling User Accounts in Active Directory
- Knowledgeable in VMware and Virtual Box
- Knowledgeable in Adobe Photoshop
- Knowledgeable in RAID setup
- Capable to setup simple network LAN
- Cable wiring (straight and crossover)
- Website Hosting using Windows XP via IIS
- Capable to design static website (HTML)
- Antivirus Update, Virus Protection and Configuration (McAfee, Symantec and Eset)
- Data Recovery and Disk Imaging using EASEUS and Norton Ghost
- Capable to setup multi workstation using single desktop by Aster 7 or Softxpand
- Capable to setup diskless network (CCboot)
- Assisting other networks using Team Viewer, Anydesk and VNC
- Desktop and Laptop assembly
- OS Installation such us Ubuntu desktop, Windows XP to windows 10)
- Level 1 Certified Globe Broadband Technician
- I can drive Motorcycle and Car
Trainings Attended
- PC Technician’s Best Practices
- Personal Computer Components
- Computer Troubleshooting
- Customer Service
Awards
Most Promising Employee of 2019 – Technology
References
- Mr. Ryan Tamayo, Sr. IT Executive at Firstsource Solutions Limited, +639950116613
- Mr. Anthon Joseph Flores, Sr. Technical Analyst at Smart Communication, +639993017395
- Mr. Starsky Woods, Sr. Technology Coordinator at Capital One Bank, +639052268377
Training
Adobe Photoshop, Mar 2009 Wonders of Linux, Mar 2008 Digital Imaging, Mar 2008 Dream Weaver, Jan 2008
Languages
English
Professional Working
Timeline
IT Executive
Firstsource Solutions Limited (BPO)
03.2019 - 10.2023
IT Associate
Firstsource Solutions Limited (BPO)
07.2017 - 03.2019
IT Ecom Helpdesk
ACTIONLABS IT Services Phils., Corp.
04.2016 - 06.2017
Technical Support Specialist
IBM Global Process Services (CITIBANK Account)
03.2014 - 09.2014
IT Transition Specialist
Teledata Philippines
10.2010 - 01.2014
Technical Support Engineer
Systemantech Inc.
01.2010 - 04.2010
Desktop Technical Support
ACTIONLABS IT Services Phils., Corp.
Technical Support Specialist
Accent Micro Technologies
Bachelor of Science in Information Technology (Graduate) -
Jesus Reigns Christian College