Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Darell Dhan Mercado

40 Baymills Blvd. Unit 704 Scarborough,ON

Summary

As an IT professional, I have 13 years of remarkable experience in providing comprehensive technical support to clients and companies. Skilled in utilizing superior analytical thinking skills to prioritize tasks, identify technical issues, and provide timely resolutions.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Product Solution Engineer

VST-ECS
02.2023 - 08.2023
  • Actively Collaborate with the SalesTeam and Partners on leads generation and events
  • Effectively conduct product solutions and training, updates, and demonstrations to partners and end-user
  • Effectively conduct enablement training and technical presentations to partners and end-users
  • Timely provide email, phone, and social media response and support to partner/clients solutions and technical inquiries.
  • Scooping and evaluating the requirement of the client
  • Conduct POCs (proof of concept) and actual demonstrations upon request of partners.
  • Assist the Sales team in the generation of technical proposals.
  • Collaborate and assist co-engineers in resolving the Client s Issue.
  • Continuously update product and technical knowledge
  • Continuously improve presentation skills
  • Get technically certified based on a development program and solution handling.

System Administrator

Prescribe Digital
09.2021 - 12.2022
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Introduced management tools to create and manage virtual server computing environment.
  • Worked with users to determine areas of technology in need of improved usability.
  • Adopted cost-effective, useful solutions to implement into current systems.
  • Implemented corrective plans of action for network availability and latency.
  • Completed reports detailing network and systems performance and downtime issues.
  • Managed onboarding and offboarding of employees.
  • Planned and implemented upgrades to system hardware and software.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and resolved hardware and software issues.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Diagnosed and executed resolution for network and server issues.

Quality Control Specialist

Bison Wolf
11.2020 - 07.2021
  • Analyze data feeds and error logs to determine points of failure and devise solutions.
  • Conduct Product Tests and Assessment
  • Suggested improvements to designs and documentation to improve product reliability and manufacturability.
  • Record and Report Issues
  • Support Process Improvements

Quality Analyst

Nerdvana
07.2018 - 03.2021
  • Analyze data feeds and error logs to determine points of failure and devise solutions.
  • Conduct Product Tests and Assessment
  • Identify Product Defects
  • Record and Report Issues
  • Support Process Improvements
  • Review diagnostics and assess the functionality and efficiency of systems
  • Implement security measures
  • Monitor security certificates and company compliance of requirements.
  • Offer technical support to company staff and troubleshoot computer problems.
  • Install and update company software and hardware as needed
  • Anticipate and report the cost of replacing or updating computer item
  • Consulted manuals and process documents to investigate malfunctions.
  • Created and collaborated in implementation and maintenance of customer complaint log.

System Administrator

Papertech Inc.
07.2016 - 07.2018
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.

IT Head

Logical Source 1
12.2015 - 04.2016
  • Implemented and maintained technology and software budget.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Oversaw development and implementation of improvements to support network operations.

IT Support Specialist

Philippine Vending Corporation
10.2014 - 06.2015
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Updated software to safeguard against security flaws.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Delivered onsite technical support for 300+ employees.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.

IT Technical Support Specialist

Onesimus
04.2011 - 04.2014
  • Checks all IT equipment such as PC/POS,network printer, internet connection, telephone lines and other peripherals.
  • Assists employees on problems encountered in their PC units, if there is any.
  • Troubleshoots and makes repairs if intermittent and malfunctioning machines both software and hardware.
  • Contacts service provider and reports defective machines under warranty.
  • Accomplishes reports from the POS such as item movement, terminal productivity, & operator performances.
  • Performs other related tasks as may be assigned by the immediate superior or the Duty Manager.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.
  • Maintained servers and systems to keep networks fully operational during peak periods.

IT Support Specialist

TNT Express
03.2010 - 08.2011
  • Used ticketing systems to manage and process support actions and requests.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware and granted system permissions to new employees.

Education

Bachelor of Science - Computer Science

Interface Computer College
Manila,Philippines
03.2009

High School Diploma -

Little Lambs Learning Center
Pasig,Philippines
03.2004

Skills

  • Troubleshooting and Resolution
  • Familiarity with networking devices such as switches, routers, and firewalls
  • Knowledge of LAN, WAN, and wireless network protocols
  • Experience with network monitoring and troubleshooting tools
  • Understanding of IP addressing, subnetting, and VLANs
  • Proficient in TCP/IP, OSI model, and network security concepts
  • Familiarity with network topologies, network design, and network administration
  • Office 365 Administrator
  • QA Testing (Manual)
  • System Administration
  • Team Collaboration
  • Software Applications
  • Troubleshooting
  • Customer Support
  • Technical Support
  • Hardware and Software Installation
  • Cyber Security Protocols
  • SharePoint
  • Detail Oriented

Languages

English
Full Professional

Certification

  • Junior Cybersecurity Analyst (Cisco Network Academy)
  • Computer System Servicing NC II (Tesda Online Philippines)
  • Microsoft Licensing (GLR-Get Licensing Ready)
  • Microsoft Certified Dynamics 365 Fundamentals ERP
  • CCNA Boot camp Completion
  • Computer Technician
  • Cellphone Technician




Timeline

Product Solution Engineer

VST-ECS
02.2023 - 08.2023

System Administrator

Prescribe Digital
09.2021 - 12.2022

Quality Control Specialist

Bison Wolf
11.2020 - 07.2021

Quality Analyst

Nerdvana
07.2018 - 03.2021

System Administrator

Papertech Inc.
07.2016 - 07.2018

IT Head

Logical Source 1
12.2015 - 04.2016

IT Support Specialist

Philippine Vending Corporation
10.2014 - 06.2015

IT Technical Support Specialist

Onesimus
04.2011 - 04.2014

IT Support Specialist

TNT Express
03.2010 - 08.2011

Bachelor of Science - Computer Science

Interface Computer College

High School Diploma -

Little Lambs Learning Center

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Darell Dhan Mercado