Tyron Jay Alcala
Lethbridge,AB
Summary
With almost 12 years IT support expertise (10yrs in the Philippines, 2yrs in Canada), providing expert-level support to end users across diverse demographics. Highly technical with a strong focus on troubleshooting and problem resolution. Skilled in administering Windows Servers, Virtual Machines, and desktops running Windows OS. Expert in mobile operating systems (Android & iOS) with extensive experience supporting Microsoft 365 and Office applications. Strong commitment to ongoing learning and adapting to evolving technologies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Advisor I, M365
Sherweb
Sherbrooke, Quebec
09.2022 - Current
- Assist and provide technical support by phone, email, or chat, with a very high customer service level related to Microsoft products and services, notably Microsoft/Office 365.
- Proactively and comprehensively document customer issues in ticketing systems.
Intermediate Citrix Engineer
CEVA Logistics
Makati, Philippines
11.2016 - 08.2022
- Maintenance of global Citrix farms: Ensure and maintain high system availability.
- Resolve server problems, perform system updates, and back-ups.
- Coordinate efforts with technology staff from multi-environment application teams (application, system, functional).
- Provide change incident and management support.
Server Support Administrator
Ocwen Business Solutions Inc.
Pasay City, Philippines
01.2016 - 11.2016
- Provide the team with solutions for supporting and testing Enterprise server solutions deployed.
- Reviews, updates, and changes documented best practices for the installed Enterprise Server Solution.
- Provide plans and recommendations regarding hardware and system planning for new server deployments.
- Ensures continued continuity with Enterprise Server Solutions.
IT Support Specialist
Microsourcing
Pasay City, Philippines
07.2015 - 01.2016
- Remote Point of Sales (POS) for troubleshooting issues on hardware.
- Provide tier 1 phone support in accordance with operating and service-level agreements.
- Support PC hardware components, desktop OS, application software, peripherals, and POS systems in accordance with department processes and SLA.
- Coordinates directly with vendors regarding hardware replacements, along with dispatching field technicians.
Service Delivery Consultant - Wintel Engineer
Hewlett-Packard
Taguig City, Philippines
01.2013 - 06.2015
- Ensure a quick and quality resolution of incidents regarding OS and domain-related problems.
- Troubleshoots problems on system services, which also include server restoration, refresh and migration, disk cleanup, and remote access administration.
- Complies with ITSM/ITIL SLA standards by observing Incident Management life cycle processes and best practices outlined by the Technical Supervisor and Management.
Education
Bachelor of Science - Information Systems
Adamson University
Manila, Philippines05-2012
Skills
- User support and troubleshooting with customer service
- Hardware maintenance and troubleshooting
- Software installation: identify compatibility issues
- Virtualization, such as Citrix, VMWare, and Hyper-V
- Cloud: Microsoft/Office 365 build and management
- Exchange Online, Domain, and DNS management
- Microsoft Operating System, Android, and iOS
Certification
- CompTIA A+ (January 2025)
- MS-900: Microsoft 365 Fundamentals (July 2022)
- CC-VAD-AWS: Virtual Apps and Desktop Service Integration with Amazon Web Services Certified (January 2022)
- CC-VAD-CC: Virtual Apps and Desktop Service on Citrix Cloud Certified (January 2022)
- CCA-V: Citrix Certified Associate Virtualization (August 2020)
- 70-410: Installing and Configuring Windows Server 2012 - Microsoft Certified Professional (September 2016)
- ITIL V3 Foundations Certification Passer (November 2013)
Timeline
Technical Advisor I, M365
Sherweb
09.2022 - Current
Intermediate Citrix Engineer
CEVA Logistics
11.2016 - 08.2022
Server Support Administrator
Ocwen Business Solutions Inc.
01.2016 - 11.2016
IT Support Specialist
Microsourcing
07.2015 - 01.2016
Service Delivery Consultant - Wintel Engineer
Hewlett-Packard
01.2013 - 06.2015
Bachelor of Science - Information Systems
Adamson University
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