With a robust background in Information Technology (I.T.) spanning over 23 years, I am eager to bring my wealth of experience to a challenging role where I can contribute to the efficiency, growth, and profitability of your company.
Currently serving as a Technical Support Specialist in Doha, Qatar, until my last working day on February 29, 2024, I am actively seeking new opportunities to further enhance my professional journey. Having garnered invaluable experience in the industry, I hold certifications and have received multiple service awards during my tenure at Teyseer Group of Companies, a prominent conglomerate in Qatar. Additionally, I have contributed to the success of America Online (AOL) Services, Inc., a leading global Internet Service and Content Provider in the U.S.
As a Computer Science graduate, my expertise extends across hardware maintenance, application systems, IT coordination, document control, and clerical functions. I am confident in my ability to make a positive impact in any role, and my flexible and negotiable requirements reflect my eagerness to explore new challenges and opportunities.
Enclosed with this letter, please find my Resume/Curriculum Vitae, which provides detailed information about my education and work experience. I am available for interviews at your earliest convenience and am willing to relocate as required. Upon approval of my Pass, I can join your team promptly.
I am enthusiastic about the prospect of contributing to your organization and am confident that my skills align seamlessly with your needs. I look forward to the opportunity to discuss my qualifications further during an interview. Thank you for considering my application.
Respectfully yours,
Ariel Espino Loja
Education
- June 1996 / March 2000
Bachelor of Science in Computer Science at Adamson University
- July 2002 / August 2002
Computerized Reservation System / Basic Travel Agency at Al – Jaber Education Centre
- April / May 1997
Windows Package Course at AMA Computer Learning Center
Experience
- August 2023 – 29 February 2024
Technical Support Specialist at COMPUTER ARABIA W.L.L
• Responsible for the installation and configuration of computer hardware, software, networks, printers and scanners which includes performing minor repairs for the above mentioned peripheral equipment including basic network related activities such as checking Local and Remote network connectivity including basic troubleshooting
• Provides solutions from Basic to Complex issues involving Desktop & Laptop Computers, Printers, Scanners & Projectors, Windows OS & Microsoft Office, Internet and Email. Act as the Main contact when it comes to technical escalations – Level 1 & 2 (in person, over the phone or using remote access application tools).
• Evaluate and recommend new I.T. equipment for existing and new employee as per the requirement. Setup I.T. equipment for employee use, ensuring proper installation of operating systems and required software including setting up credentials for users (Email, Internet Access, Sharing folder Access, Login Access for 3rd Party Application such as PSA Importer) as per Group I.T. Standards.
• Ensuring every Computers has the latest antivirus signatures & protection against malicious.
• Ensuring PC backup is up to date. Monitoring the same on a regular basis (during onsite visit as well as remotely).
• Referring any major hardware or software problems or defective products to vendors or technicians for service.
• Coordinates with Computer Arabia ‑ Service Centre for ongoing IT related devices repair and update the respective
Companies for any progress of repair.
• Involve in testing, evaluating and implementing of new technology, solutions and/or applications. Participate in Group I.T. meetings to provide insight into technical requirements.
• Provides basic support for any issues of Oracle EBS & connectivity and other third party business applications.
• Assisting Infra Team activities such as deployment of Palo Alto Firewall and Sentinel One antivirus across the Teyseer Group including Implementation of Network Structuring.
• Covering the total numbers of 860+ computers and 530+ printers, scanners and copiers.
• Any other jobs assigned by the Department Head from time to time.- November 2021 – August 2023
I.T. Help Desk Manager at Teyseer Group – I.T. Division
• Manage and supervise I.T. Support Team and provide effective and timely day‑to‑day I.T. support and timely problem resolution for the end user issues ensuring computers operates smoothly across Teyseer Group.
• Manage and oversee the day‑to‑day operations of the I.T. Support Team. Delegate duties and tasks within the I.T. Support Team and review completed tasks to ascertain compliance with standards & policies. These includes the Monitoring the Request Tracker (RT) ticket queues.
• Create and maintain documentation of Standard Procedures, system configurations and other processes as and when needed. Circulates awareness guidelines to all email users regarding Spam, Ransomware and other malicious activities.
• Providing a basic to advance tutorials / demo to users for using Microsoft products such as MS Office applications,
OneDrive and others (in person, over the phone or using remote access application tools).
• All other responsibilities of an I.T. Support Specialist / I.T. Support Coordinator- January 2021 – November 2021
I.T. Support Lead at Teyseer Group – I.T. Division
• Similar responsibilities of an I.T. Held Desk Manager, I.T. Support Specialist / I.T. Support Coordinator such as:
• Manage and supervise I.T. Support Team and provide effective and timely day‑to‑day I.T. support and timely problem resolution for the end user issues ensuring computers operates smoothly across Teyseer Group.
• Manage and oversee the day‑to‑day operations of the I.T. Support Team. Delegate duties and tasks within the I.T. Support Team and review completed tasks to ascertain compliance with standards & policies. These includes the Monitoring the Request Tracker (RT) ticket queues.
• Create and maintain documentation of Standard Procedures, system configurations and other processes as and when needed. Circulates awareness guidelines to all email users regarding Spam, Ransomware and other malicious activities.
• Providing a basic to advance tutorials / demo to users for using Microsoft products such as MS Office applications, OneDrive and others (in person, over the phone or using remote access application tools).- May 2013 – December 2020
I.T. Support / ERP Project Coordinator at Teyseer Group – I.T. Division
• Holding this new position, I still do perform similar functionalities of a PMO Executive as an ERP Project Coordinator along with the below responsibilities.
• Responsible for the installation and configuration of computer hardware, software, networks, printers and scanners which includes performing minor repairs for the above mentioned peripheral equipment including basic network related activities such as checking Local and Remote network connectivity including basic troubleshooting
• Provides solutions from Basic to Complex issues involving Desktop & Laptop Computers, Printers, Scanners & Projectors, Windows OS & Microsoft Office, Internet and Email. Act as the Main contact when it comes to technical escalations – Level 1 & 2 (in person, over the phone or using remote access application tools).
• Evaluate and recommend new I.T. equipment for existing and new employee as per the requirement. Setup I.T. equipment for employee use, ensuring proper installation of operating systems and required software including setting up credentials for users (Email, Internet Access, Sharing folder Access, Login Access for 3rd Party Application such as PSA Importer) as per Group I.T. Standards.
• Performs Annual PC Audit activity to Group companies to ensure all I.T. related peripheral equipment and software are in compliance and documented. Ensuring every Computers has the latest antivirus signatures & protection against malicious.
• Ensuring PC backup is up to date. Monitoring the same on a regular basis (during onsite visit as well as remotely).
• Referring any major hardware or software problems or defective products to vendors or technicians for service.
• Coordinates with Computer Arabia ‑ Service Centre for ongoing IT related devices repair and update the respective company for any progress of repair.
• Involve in testing, evaluating and implementing of new technology, solutions and/or applications. Participate in Group I.T. meetings to provide insight into technical requirements.
• Provides basic support for any issues of Oracle EBS & connectivity and other third party business applications.
• Assisting Infra Team activities such as deployment of Palo Alto Firewall and Sentinel One antivirus across the Teyseer Group including Implementation of Network Structuring.
• Covering the total numbers of 860+ computers and 530+ printers, scanners and copiers.
• Any other jobs assigned by Group I.T. – Chief Information Officer (CIO) / Department Head from time to time.- April 2009 – May 2013
Project Management Office (PMO) Executive at Teyseer Group – I.T. Division
• Provided general administrative support to the ERP Project Implementation when necessary including word‑processing, photocopying, arranging printing and photocopying by external printers, sending faxes and email messages, dispatching packages by courier, ordering project equipment.
• Arranged project‑related travel, visa, hotel and logistical arrangements, working with consultants, appropriate agents and external parties.
• In‑Charge of the Project Newsletter, Web2Project Project Administration System and repository of all ERP project related files and archives such as RD20, BP80, TE20, MD50, etc.
• Assist with organizing workshops, conferences, seminars and training events as necessary.
• Provided and managed ERP Project’s logistic and administrative requirements for the ERP project especially for the Go‑live companies.
• Significant contribution in monitoring & reporting status of MD50 & MD70 documentation and implementation including data cleansing & Mock conversion activities.
• Processed invoices & maintained accurate and up to date project finance records including the preparation of Oracle License calculation and assisted Project Manager and APM in all ERP related activities.- April 2007 – March 2009
Secretary Cum I.T. Coordinator at Teyseer Group – I.T. Division
• Main I.T. personnel responsible for the secretarial & clerical work of I.T. Department and working as the main I.T. Coordinator of all I.T. Coordinators allocated in the Group Companies that handles all the I.T. needs & concerns of the respective Group Companies (15 subsidiaries) with around 700+ workstations.
• Troubleshoots and resolves user calls to IT helpdesk within established service levels in most cases immediately. Software Installations like MS office, OS, Printer Drivers, Antivirus, etc.
• Responsible for all Quotation Request and Service request to Group Company including follow‑ups when delayed.
• Proof reading of completed typing work to ensure accuracy and quality checks for proper collection of documents, appendices and correct page numbers before dispatch.
• Maintains filing of all incoming/outgoing variety of correspondences, reports and other documents and retrieves them when requested by IT department staff or Managers.
• Documented, updated and implemented I.T. Security policies & procedures for the whole Teyseer Group, which includes all aspects of Information Technology system use.
• Participated in the redesign, research and implementation of software business applications that could help not only the I.T. Department but also the company as a whole to speed up I.T. related business work.
• Monitor and ensure Software Application Licenses are renewed on time, which includes licenses of Windows/Linux Operating Systems, Microsoft Office Products, Oracle Products, ERP Applications, and other business software applications.
• Record Keeping for Filing work, Logging user problems, PC inventory Record keeping, Software License Records maintenance, Pc – Procurement Records maintenance, Books / Software / CD library, and System Logs.
• Secretarial and clerical works in terms of I.T. Division AMC Fees and participate in budgeting/project planning for the ERP Project.- April 2003 – December 2006
Customer Care Consultant -SME at AMERICA ONLINE MEMBER SERVICES PHIL. INC.
• As a Subject Matter Expert level, I handle both Windows and Macintosh OS.
• Provides basic to moderately complex email and chat support to AOL customers (Both Windows and Macintosh Queue).Maintains all collected documents related to clients and filing host problem reports, this includes monitoring the work progress to meet customer satisfaction.
• Provide and maintain strong, professional relationships with customers and demonstrate the ability show empathy.
• Prepares development action plans and other strategies to improve the team’s performance. Conducts training for other consultants on call control, soft skills and many others.
• Assess skills and provide continuous development as needed. Work within targets and objectives on a daily basis and follow escalation procedures to resolve problems or issues.
• Remain up‑to‑date on all AOL technical and product knowledge in order to demonstrate the highest standard of support.
• Execute and incorporating email logging and hardware faults. Responsible for maintaining the accuracy and integrity of Remedy tickets and other reports generated and maintained by the team.
• Monitoring work progress through mail statistics, transaction duration, idle time, lost time & assures that production & customer satisfaction goals are exceeded.- August 2002 – October 2002
Travel Sales Agent Trainee at REGENCY TRAVEL AND TOURS
• Organized memorable and exquisite travel itineraries and vacations for All‑level clients and business executives.
• Developed loyal client base due to excellent listening and research skills and keen understanding of travel budgets.
• Provided customers with best deals and well‑researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Checks for flight and seats availability and other functionalities of the Computerized Reservation System using SABRE and AMADEUS.
• Filling up the Issued ticket manually and electronically.- January 2001 – March 2002
Computer Technician at Computer Repair Shop (Personal Business)
• Installation and configuration of computer hardware, software, networks, printers and scanners which includes performing minor repairs for the above mentioned peripheral equipment including basic network related activities such as checking Local and Remote network connectivity including basic troubleshooting
• Provides solutions from Basic to Complex issues involving Desktop & Laptop Computers, Printers, Scanners & Projectors, Windows OS & Microsoft Office, Internet and Email.- March 2000 – December 2000
Technical Support Staff / Junior Programmer at INFO VISION SYSTEMS INTEGRATOR
• Main I.T. personnel responsible in providing Technical Support services and consultation to customers in terms of computer repairs, installation & assembly, LAN networking and other I.T. related services.
• Developed new business software applications appropriate to business needs. Maintained and managed existing applications. Build modules and features to reduce processing time. Designed, developed, configured and test applications and components using Microsoft SQL Server and Visual Basic 6.0.
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