Edrick Victoria

EDRICK FAUSTINO VICTORIA

OBJECTIVE:

To secure a challenging and responsible position wherein I can fully utilize, contribute, and empower my knowledge, skills, and abilities to perform efficiently and effectively in adding value to the betterment of the company. In addition, to be able to fulfill my personal and career goals, and to enrich values.

WORK EXPERIENCE:

SNAP POWER SOLUTION CO. W.L.L.

IT SPECIALIST OFFICER CUM ADMINISTRATOR

Al Emadi Business Center, P.O. Box 200148, Doha, Qatar

IT/NETWORK SUPPORT:

– Installs and configures computer hardware, software, operating systems, applications, networks, printers, and scanners.

– Monitors and maintains computer systems and networks, company-issued tools and equipment.

– Troubleshoots system and network issues, diagnoses and solves hardware or software faults.

– Responds to service issues and requests.

– Repairs and replaces IT equipment as necessary.

– Sets up new PC/E-mail accounts and profiles and deals with password issues.

– Monitors and manages information security and system back-up.

– Assists staff set up systems or resolve issues either face-to-face or over the phone.

– Provides support, procedural documentation and relevant reports.

– Supports the roll-out of new applications.

– Tests and evaluates new technology.

ADMINISTRATOR:

– Maintains and updates all files and records of company and employees— including filing and tracking.

– Manages all requests of employees (Leave application, Tickets, Cash advance, Material requests).

– Posts job vacancies, evaluates applications, and arranges schedule of job interviews.

– Compiles and tabulates various data or statistics for records or recurring reports such as time sheets, office activity reports such as internet and phone billings.

– Prepares purchase orders and sends copies to suppliers and to departments originating requests.

– Monitors office supplies and initiates requisitions to replenish.

– Makes memos, business letters, and request letters as required.

– Answers and screens telephone calls from clients with inquiries or follow-ups— transfers to appropriate department staff and provides general information regarding established office policies and procedures.

– Handles incoming e-mails— forwards to appropriate department for urgent action.

– Attends to visitors, guests, clients with inquiries, follow-ups, goods repair, payments, and meeting appointments— refers to respective department.

SYKES ASIA, INC.

CUSTOMER SERVICE AGENT II – TECHNICAL SUPPORT PROFESSIONAL

For U.S. Based Outsourced Accounts – AT&T Basic VoIP Flexible Reach, AT&T Collaborate

October 2016 – December 2018

Quezon City, Philippines

DUTIES AND RESPONSIBILITIES:

Summary: Support team interfaces with internal AT&T affiliates, external equipment vendors and customers to resolve network troubles on IP Flexible Reach and Voice DNA services.

– Works as part of a 24×7 staff that caters to inbound calls, outbound calls and issued tickets from customers to deliver network technical support to address escalations.

– Provides leadership skills and technical remote troubleshooting to address complex network issues in real time to restore service.

– Identifies root causes, workarounds, resolutions, testing and implementation of vendor / IT fixes or design changes.

– Facilitates customer router configuration and replacement and utilizes analysis tools on customer voice call samples.

– Identifies transport troubles that include router hard down, no internet, internet latency, cannot access a specific website, no inbound or outbound calls, cannot make or receive calls from and to specific numbers, voice quality issues, one-way audio issues, and other circuit-related issues.

– Works and assists in the coordination with 3rd-party customer PBX vendors, outside consultants, and engagement of internal AT&T affiliates to assist in troubleshooting the Basic VoIP network.

– Handles a cloud-based phone telephony system which has features such as hunt groups, auto-attendants, voicemails, conferencing, web meetings, employee availability unified in one application.

ON-THE-JOB TRAINING:

SKY CABLE CORPORATION

PC SUPPORT TECHNICIAN

September – December 2015

6th Floor ELJ Communications Center, Mother Ignacia Avenue, Quezon City, Philippines

DUTIES AND RESPONSIBILITIES:

Summary: Facilitates the overall management and deployment of IT facilities of the employees.

PC Software management: PC formatting and partitioning, domain and network configuration, installation and configuration of software applications such as e-mail, chat, finance, and billing, checks for software updates, Windows activation, Windows recovery, creation of default local users and admin, manages PC accounts including password resets and network account lockouts.

PC Hardware management: checks the inventory of hardware components, maintenance as well. Assists employees regarding technical issues with their PC components and cable connections.

EDUCATION:

TERTIARY:

MAPÚA UNIVERSITY

Bachelor of Science in Computer Engineering

Specialization in Robotics and Mechatronics

Intramuros, Manila, Philippines

2010 – 2016

SECONDARY:

PASIG CHRISTIAN ACADEMY

High School Diploma, Class Valedictorian

Awards: Leadership Awardee, Service Awardee, Excellence Awardee

Pasig City, Philippines

2008 – 2010

PHILIPPINE SCHOOL DOHA

Al Messila, P.O. Box 19664, Doha, Qatar

2006 – 2008

CERTIFICATIONS:

CISCO CERTIFIED NETWORK ASSOCIATE ROUTING AND SWITCHING (CCNA R&S)

Issuing Organization: Cisco

Cisco ID (CSCOID): CSCO13081856

Certification No.: 426524170454CNWI

Issued on: October 8, 2016

Certification Badge: https://www.youracclaim.com/badges/98a6d736-6f59-45dc-a0f3-e0c02cf0190b

MICROSOFT CERTIFIED: AZURE FUNDAMENTALS (MCAF)

Issuing Organization: Microsoft

Microsoft Certification ID (MCID): 990110378

Certification No.: H453-7613

Issued on: July 9, 2020

Certification Badge: https://www.youracclaim.com/badges/b7a9d7bb-9e74-4ddd-8c9d-8410c68b58fe/

MICROSOFT CERTIFIED: AZURE ADMINISTRATOR ASSOCIATE (MCAAA)

Issuing Organization: Microsoft

Microsoft Certification ID (MCID): 990110378

Certification No: H500-8646

Issued on: August 27, 2020

Certification Badge: https://www.youracclaim.com/badges/71c33a31-e453-4119-aa80-2d4725d28e2c/

SUMMARY OF SKILLS & QUALIFICATIONS:

CUSTOMER SERVICE:

– Proficient in English and Filipino both oral and written.

– Good oral and written communication skills, interpersonal, evaluation and analytical skills.

– Excellent customer service skills in face-to-face, phone, and e-mail interactions.

– Good problem-solving skills: asks relevant questions, diagnoses and provides quick resolutions.

– Good documentation skills: keeps records of issues and resolutions, explains & documents issues clearly.

– Ticket-based support system.

IT SUPPORT:

– PC/Laptop hardware/software systems and peripherals

– Mobile devices

– Printer support

– E-mail support

– LAN/WAN

– Windows Operating System

– Windows Server

– Network File sharing

– Server Back-up

– Active Directory

– Microsoft Office (Word, Excel, PowerPoint, Outlook, OneNote, OneDrive, Project, Visio, Visual Studio)

– Firewall, Antivirus

– Social Media Accounts

NETWORK SUPPORT:

– Cisco routers, switches, gateways

– EdgeMarc routers

– Basic VoIP Network

– Cisco Packet Tracer

– Call routing

– Network topologies

– Network protocols

– Traffic management protocols (OSPF, BGP, EIGRP, MPLS)

– IP Addressing, IPv4 and IPv6 routing technologies

– Routing and Subnetting

– IP telephony, Cloud-based telephony

– PBX, PSTN

ADMINISTRATOR:

– Telephone Operator

– Company Documents

– Employee Files

– Office Maintenance

– Memo, Business Letters, Request Letters, Job Offer Letter

– Material Requisition – Office Supplies, Toner

– Purchase Order – Tickets

– Telephone/Internet Billing

– Timesheet

– Forms: Cash Advance, Leave Application, Salary Increment

– Job Posting

– Salary Certificate, Employee Certificate

– QID Renewal

– Company Credential Renewal

CLOUD:

– Microsoft Azure fundamentals, concepts, administration.

– Cloud services that span storage, security, networking, and compute cloud capabilities.

WEB/E-MAIL HOSTING:

– GoDaddy

– Marcaria

AFFILIATIONS:

CLASS PRESIDENT

Computer Engineering Graduating Class – International Seminars and Fieldtrips in South Korea

Mapúa University (Intramuros, Manila, Philippines)

3rd Quarter, School Year 2014 – 2015

ASSISTANT PUBLICATIONS COORDINATOR

Mapúa Institute of Technology Student Branch of the Institute of Electrical and Electronics Engineers, Inc. –

Mapúa-IEEE, May 2014 – July 2014

MEMBER

Mapúa Institute of Technology Student Branch of the Institute of Electrical and Electronics Engineers, Inc. –

Mapúa-IEEE, March 2014 – Present

RESEARCH PAPERS AND PROJECTS HANDLED:

·         Fingerprint Recognition in Touchscreens (Methods of Research)

·         The Silver linings of Cloud Storage (Research)

·         Very Light Cloud Laptop (Technopreneurship)

·         Student Record++ (Advanced Computer Programming)

·         Digital Stopwatch (Logic Circuits and Switching Theory)

·         4×4 Random Access Memory (Advanced Logic Circuits and Switching Theory)

·         Synchronized Music LED Display using NI Elvis II (Microprocessors)

·         Class Record (Systems and Analysis Design)

·         Digital Audio Processing (Digital Signal Processing)

·         Robotic Tea Brewing (Feedback and Controls System)

·         Pick-and-Place Robotic Arm (Robotics and Mechatronics 1)

·         Sensor-Automated Tissue Dispenser (Robotics and Mechatronics 2)

·         Four-Wheeled Sensor-Automated Obstacle Detector Car (Robotics and Mechatronics 3)

·         Four-Wheeled Weight Sensor-Automated Skateboard (Robotics and Mechatronics 4)

UNDERGRADUATE THESIS:

Thesis Project: “Electronic Vision System with Personalized Calibration of Color Compensation for People with Partial Color Vision Deficiency using Raspberry Pi Digital Image Processing”

By: Roy Jayson B. Galang, Anne Shirley M. Josafat, and Edrick F. Victoria

Advisers: Engr. Febus Reidj G. Cruz and Engr. Dionis A. Padilla

Award: 21st Mapúa EECE Thesis Colloquium S.Y. 2015 – 2016 2nd Quarter Term: “Best Presenter”

April 2014 – December 2015

UNDERGRADUATE DESIGN:

Design Project: “Wireless Public Address System with Voice Message Recording Using Radio Frequency Transmission” for Chairwoman Gladys C. De Jesus of Barangay 657, Zone 70, District 5, Intramuros, Manila, Philippines

By: Anne Shirley M. Josafat, John B. Mañalac, Jennicy D.P. Milambiling, and Edrick F. Victoria

Advisers: Engr. Analyn N. Yumang and Engr. Glenn V. Magwili

July 2014 – March 2015

A Bachelor of Science in Computer Engineering graduate of Mapúa University in the Philippines and currently residing in Doha, Qatar. 3 years of experience in IT Support, Networking, VoIP Network. I took up Cisco Certified Network Associate – Routing & Switching, Microsoft Certified Azure Fundamentals, Microsoft Certified Administrator Associate.

IT Specialist Officer, Customer Service Agent Tier 2 – Technical Support Professional, PC Support Engineer

COVER LETTER

Dear Hiring Manager,

I am writing to express my interest in seeking a job position wherein I can fully utilize my expertise and knowledge in providing engineering support in Network Operations, Management, and Administration, as well as Information Technology (IT) Help Desk or Desktop Support in your respective company. I am currently in Doha, Qatar and with Family Visit Visa.

I believe that my strong technical experiences, customer service, communication skills, and educational background make me a highly competitive candidate. The key strengths that would support my success in a related position include:

– I am a graduate of Bachelor of Science in Computer Engineering.

– I took up Cisco Certified Network Associate Routing & Switching (CCNA R&S).

– I am a Microsoft Certified: Azure Fundamentals (MCAF) and Microsoft Certified: Azure Administrator Associate (MCAAA).

– I have 3+ years of work experience in Networking, Customer service, Technical support over Voice over IP network environment, and IT support.

– I am experienced in taking queries, calls, tickets, and e-mails from different clients having technical issues.

– I am exposed to real-time technical support issues, document issues in a ticket log, and provide quick resolutions.

– I am skillful in PC hardware and software support, management, configuration, and troubleshooting.

– I have worked with customers, phone vendors, affiliated departments, and IT personnel to troubleshoot under time and pressure.

– I also have experience in Office Admin works.

– I have outstanding oral and written communication skills, interpersonal, evaluation, analytical, and documentation skills.

– I am hardworking, adaptable, fast learner, active listener, multi-tasker, team-player, and goal-oriented.

If there are related vacant positions in your good company, please refer to my attached CV for my educational background and extensive job duties and responsibilities of my work experiences. If you have any questions, I can be reached anytime via e-mail at [email protected] or by mobile +974 5004 4056. I am available for interviews and I am able to join immediately.

Thank you for your time and consideration. I am looking forward to speaking with you about an employment opportunity in your good office and hoping for your kind response.

Sincerely,

Edrick F. Victoria