LOUIE CARLO CATIPAY

•Managed Tier 1 IT co-op support to ensure end-user service on hardware and software systems through Jira ticketing.

• Assist users in obtaining access to systems.

•Ensured accuracy and accessibility of informational resources.

•Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.

•Provided support for student, professor, and staff applications including Salesforce Service Cloud, Jira Service Management, Canvas LMS, McGraw Hill Connect, and O365 apps.

•Configure & maintain the campus computing infrastructure including computers, peripherals, printers, software and computer imaging.

•Maintained conference rooms to support seamless operations.

•Facilitated onboarding by coordinating access and device allocation.

•Facilitated setup of O365 licenses for new student registrants.

• Frontline of customer support focused on resolving technical issues end-users encounter efficiently and in a timely manner.

• Configure & maintain the campus computing infrastructure including computers, peripherals, printers, software and computer imaging.

• Diagnose and repair problems efficiently and timely.

• Assure software and cable management meet company standards.

• Ensure the integrity of the network is maintained by ensuring physical and electronic hardware and software security is maintained.

• Install all software on-campus computers and ensure software licenses are valid.

• Maintain an inventory of hardware and software for insurance purposes as well as Head Office use.

• Set up new computer hardware and assist the departments in decisions based on the needs of the campus.

• Assign printer access and manage the queues set-up.

• Provide guidance for new staff, faculty and students on the campus on network related issues.

• Monitor the helpdesk systems, accept, troubleshoot and resolve tickets.

• Liaise with other departments as necessary to provide technical and administrative support to students and staff members.

• Manage the maintenance of the internal computer equipment.

•Contact vendor for RMA

• Perform physical and investigative process to identify any of the computer malfunctions from an incorrect minor setting to replace hardware and/or entire operating system.

Repair a range of peripherals including input devices and output devices.

• Inspect, test, adjust and evaluate of incoming computer hardware and electronic components and assemblies to ensure conformance with product specifications and tolerances.

• Properly rebuild or configure parts to customers’ requirements with updated software packages.

• Assemble parts and components into computers as required.

• Achieve target quota and any other operation related responsibilities may be added as the company continues to grow.

• Provide input on best practices, policies and procedures with respect to the others.

• Troubleshooting of varied issues in remote desktop environments, virtual servers
• Design new Windows and Linux virtual environments, with creation of new application servers, SQL databases, AD servers and Web
• Planning and executing the migration of Windows environments from physical and virtual to virtual
• Planning and executing O365 migrations
• Azure with Integration of Microsoft Office365
• Creating and managing tickets, managing IT related alerts and notifications
• Worked with users to determine areas of technology in need of improved usability
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability
• Managed onboarding and offboarding of employees
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.

• Used ticketing systems to manage and process support actions and requests
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Diagnosed and troubleshot hardware, software and network issues
• Researched and identified solutions to technical problems
• Configured hardware, devices, and software to set up work stations for employees
• Installed and configured operating systems and applications
• Removed malware, ransomware, and other threats from laptops and desktop systems
• Collaborated with vendors to locate replacement components
• PC refresh or re-image

• Provides Remote Technical Assistance to multiple MGM properties.
• Hands-on installation, configuration and troubleshooting of Microsoft system product, casino application, corporate application, and hotel & restaurant application
• Knowledgeable in Microsoft technology including Active Directory
• Exchange, SharePoint, Proxy and SQL
• Supports Work from home set up for users using RSA Secure ID for
• Web based & locally installed VPN's access applications
• Performs analysis, diagnosing, installation, and resolution of complex desktop computer, operating systems, application software and hardware technologies, PGP-data encryption, and associated problems
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
• Excellent communication skills, both verbal and written
• Passionate about learning and committed to continual improvement.

• Equipped front line agents with knowledge to independently find solutions.
• We also provide training updates, escalation, and raising a request to service centers
• Provide technical assistance and high-level customer care of HP notebooks and COMPAQ notebooks
• Facilitated efficient remote access for issue resolution.
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Used ticketing systems to manage and process support actions and requests.
• Processing RMA's