aL Santiago

Managed IT support tickets using ServiceNow Greenfield. Integrated and maintained Apple Business Manager (ABM) with MDM solution. Successfully implements the company standards and policies.

Deskside Technician II - Philip Morris International / STEFANINI PHILIPPINES, INC.

(2023-03)

• Managed IT support tickets using ServiceNow Greenfield.
• Integrated and maintained Apple Business Manager (ABM) with MDM solution.
• Successfully implements the company standards and policies.
• ServiceNow– Handling tickets (RQI, RQT, SRQ, CHT) Service Catalog Task.
• Reimages Laptop / Desktop - SCCM and Intune devices.
• IT Assets Deployment to different Satellite Offices of PMI / PMFTC.
• Laptop, Desktop, iPad and Mobile Deployments.
• Windows PowerShell Script – Getting hash file in PowerShell
• Uses application IMDL, Active Directory, Flowingly, Azure, OSDT.
• Asset Monitoring – HP & Dell Laptop, Desktops, Peripherals and Accessories.

Desktop Support Engineer - Philip Morris International / Axiom Technologies

(2021-12 - 2023-02)

• Successfully implemented the company standards and policies.
• ServiceNow– Handling tickets (RQI, RQT, SRQ) Service Catalog Task.
• Asset Monitoring – HP, Dell,
• IT Assets Deployment to different Satellite Offices of PMI / PMFTC.
• Laptop and Mobile Deployments.
• Reimaging Laptop / Desktop - SCCM and Intune devices.
• Used application IMDL, Active Directory, Flowingly, Azure, OSDT,
• Windows PowerShell Script – Getting hash file in PowerShell

Technical Support Representative - Teleperformance

(2019-09 - 2020-01)

• Conducted In-depth product and issue resolution to address customer concern.
• Assisted with troubleshooting and resolution of customer service and/or device-specific issues, including internet connectivity and performance trouble shooting.

Information Technology Services Officer - SM Supermalls (SM Taytay)

(2016-09 - 2019-03)

• Successfully Implemented the company standards and policies.
• Upgraded over 100 computers from Windows XP to Win7 and Win7 to Win 8 / 8.1.
• Closed average 4 to 5 tickets daily (With ratings of 5 stars per ticket).
• Facilitated replacing 10 aged printers in Mall Administration office.
• Successfully led and supervised the IT support team within 3 malls in one region, 2 to 3 times.
• Contributed toward network, software, hardware installation encompassing 100 workstations, 50 printers, and different communication rooms with supporting infrastructure in newly SM Super Malls.
• Helped retain and increase the Mall sales by monitoring and configuring tenant's POS in collaboration with POS providers.
• Successfully allocated budget and budget assumptions across departments and mall. (2017, 2018, 2019).
• Participated and supervised the Business Recovery Team (IT Disaster Team 2017-2019).

Warehouse Supervisor - SM Supermalls (SM Masinag, SM Marikina)

(2014-01 - 2016-09)

• Supervised warehouse staff and daily activities.
• Ordered supplies and maintaining suitable inventory levels.
• Performed daily inspections of warehouse storages.
• Communicated and coordinated with other departments and agencies.

Clerk - Ateneo De Manila University / SermanCooperative

(2013-02 - 2013-06)

• Provided support to students for searching for books.
• Sorted and Delivered Books, cataloged magazines and newspapers and organized information pamphlets.
• Assisted multiple departments.
• Managed shelving and filing library periodicals.

Bachelor of Science - Computer Science and Information System - Centro Escolar University (2008-07 - 2012-03)