Adrian Pacardo
IT Professional
Singapore
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Manager, Technical Services
Kiteworks
01.2024 - Current
Lead, Technical Services
Kiteworks
01.2023 - 12.2023
- Managed and Lead Technical Services Team in APAC.
- Enhanced customer satisfaction by resolving issues promptly, maintaining open lines of communication until issue is resolve, and ensuring high-quality technical services delivery.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Mentored Technical support engineers, fostering collaborative work environment while enhancing overall team performance
- Utilized strong analytical skills to identify root causes of recurring issues, implementing long-term solutions that reduced overall support requests significantly.
- Implemented effective performance metrics, driving continuous improvement in support team's performance.
Technical Support Engineer Level III
Kiteworks
01.2018 - 12.2022
Technical Support Engineer Level II
Kiteworks
03.2015 - 12.2017
- Enhanced customer satisfaction by providing timely and accurate technical support.
- Acted as a team leader and escalation engineer. Delegating tasks and providing feedback.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Mentored Technical Support engineers, fostering a culture of continuous learning and professional development.
- Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
- Implemented standardized work procedures, ensuring consistency in operations while maximizing efficiency.
System Engineer
Internap
07.2013 - 03.2015
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Optimized application performance by adjusting server specs and application configuration settings from collected logs and metrics.
- Performed deployment, configuration and hardening of network, cloud and bare-metal servers and applications to new customers.
- Troubleshooting, diagnosing, and resolving network, software, hardware, and operating system issues.
- Enhanced servers and network performance through analysis of collected logs and activity reports.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
Data Centre Specialist
Internap
09.2012 - 07.2013
Data Centre Operations Engineer
Internap
08.2011 - 09.2012
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered services to customer locations within specific timeframes.
- Managed time efficiently in order to complete all tasks within deadlines.
System Administrator
CIS Bayad Center Inc.
01.2010 - 02.2011
- Windows Administration, Active Directory, DNS and DHCP. Joined all company computers to domain which leads to easy management of all workstations such as when implementing group policies.
- Network Administration which includes Firewall, Router and Switch. Implementing firewall policy which make sure that there are no unnecessary open ports.
- Responsible for documentation, configuration management and overall operational readiness so we have our procedures in case of any incidents.
- Coordinating with vendors for any issue and question to existing solutions.
- Monitoring of network activity using Spectrum, Cacti and RMTG and monitoring servers and hardware appliances such as storage RAID.
- Supervised Network Engineers and other IT staff.
Senior Systems Engineer
Microdata Systems And Management Inc.
07.2007 - 12.2009
- Meeting with potential clients and understanding their issues and pain points with their document management system. Provide Proof-Of-Concept of EMC Documentum suited to their business requirements.
- Understand business process of clients and provide tailored solutions such as workflow which streamline business processes, increase throughput, and reduce risk.
- Lead Engineer in deployment and configuration of EMC Documentum to customers in different industries such as Banks, Hospitals, Law Firms and Government agencies.
- Troubleshooting issues of EMC Documentum solutions which includes, Windows server, MSSQL, network and EMC storage.
- Designed custom software applications tailored to specific client needs, boosting user satisfaction rates significantly
MIS Hardware Support
Let's Face It Salon
08.2006 - 07.2007
- Administration of Windows 2003 and Active Directory.
- Installed Operating Systems - Windows 98 and XP and company programs.
- Network cabling
- Remote access to sales, inventory, product and services updates in all outlets using Symantec PC Anywhere application through internet dial-up connection.
- Maintain POS of outlets through in-house or by remote and other company programs.
- Troubleshooting software, desktop hardware, printers and other IT devices
- Optimized system performance by conducting thorough diagnostics to identify bottlenecks and implement improvements.
- Troubleshot complex hardware issues using advanced diagnostic tools, ensuring prompt resolution times
- Ensured data security and integrity by implementing backup strategies and disaster recovery plans
- Installed, configured and maintained computer systems and network connections
IT Personnel
Montana Distributors Corporation
02.2006 - 05.2006
- Troubleshoot desktop hardware, applications and Network.
- Installation of computer hardware, operating system and company programs.
- Maintaining IT hardware inventory
- Documentation of encountered issues
Education
Bachelor of Science - Computer Engineering
Ateneo De Naga University
Naga City, Philippines 04.2000 - 03.2005
Skills
Virtualization Technologies
Linux and Windows Operating System
Cloud Architecture Design
Nginx and Apache Web servers
MySQL, Percona, MariaDB and Galera replication
Active Directory, DNS and ADFS
Content Firewall – Kiteworks
AWS and Azure cloud services
VMware, Hyper-V, and Xen
Container and deployment tools - Docker and Ansible
Bash and Python scripting
Managed File Transfer (MFT) – Airflow, Node-RED
Team Management
System Administration
Customer Service
Certification
ISC2 Certified in Cybersecurity
Timeline
ISC2 Certified in Cybersecurity
02-2024
Manager, Technical Services
Kiteworks
01.2024 - Current
Lead, Technical Services
Kiteworks
01.2023 - 12.2023
Technical Support Engineer Level III
Kiteworks
01.2018 - 12.2022
Technical Support Engineer Level II
Kiteworks
03.2015 - 12.2017
System Engineer
Internap
07.2013 - 03.2015
Data Centre Specialist
Internap
09.2012 - 07.2013
Data Centre Operations Engineer
Internap
08.2011 - 09.2012
System Administrator
CIS Bayad Center Inc.
01.2010 - 02.2011
Senior Systems Engineer
Microdata Systems And Management Inc.
07.2007 - 12.2009
MIS Hardware Support
Let's Face It Salon
08.2006 - 07.2007
IT Personnel
Montana Distributors Corporation
02.2006 - 05.2006
Bachelor of Science - Computer Engineering
Ateneo De Naga University
04.2000 - 03.2005