ARCHIE MALONZO TOLENTINO

• Prepare and deploy IT assets such as laptops, desktops, iPhones and other IT accessories to new employees.
• Provided exceptional customer service by troubleshooting technical issues promptly and accurately resolving problems in accordance with the SLA.
• Resolved customers complaints tactfully and professionally.
• Responded to calls and onsite requests, helping customers with specific information needs.
• Logged and updates on incident tickets and communicate status to customers.
• Perform user account management (eg. Unlock or reset AD account) via AD server or Microsoft Azure.
• Perform mobile device management via Microsoft Azure.
• Mentored junior team members in best practices for technology use, fostering a culture of continuous learning and improvement.
• Coordinated with vendors to negotiate contracts and procure hardware resources at competitive pricing levels while maintaining quality standards.
• Coordinated inventory supplies and equipment to maximize team productivity.
• Collaborated with team members to provide timely resolution of AV issues or obstacles and achieve smooth presentations.
• Organized library catalog, supplies, equipment and records.
• Kept catalog orderly and updated with latest material additions and removals.

· Provide IT support for Farrer Park Hospital, One Farrer Hotel and The Farrer Park Company.

· Provide IT technical support and queries for end user services via telephone, email and onsite assistance.

· Perform Day to Day Helpdesk responsibilities, responding to IT tickets, troubleshooting and resolving the issue in accordance with the SLA.

· Document, track and monitor all help desk interactions to ensure a timely resolution, and maintaining thorough communication with the users.

· Perform user account management (eg. Unlock or reset AD and Office365 account)

· Assist on the deployment of IT assets such as desktops, notebooks, tablets and IT accessories.

· Assist in the hardware and software installation.

· Assist in printer installation and configuration. (Fuji Xerox, Ricoh and Kyocera).

· Provide initial support for hotel applications such as VisualOne, Eatec and hospital application such as Hospital Information System (HIS) and escalate to relevant parties.

· Support commonly use software such as Win OS, Mac OS, MS Office etc.

· Create and maintain PC image with hardening following the company guidelines.

· Liaise with vendors, application team and users to resolve issues promptly.