Jiu jitsu
JOHN CHRISTIAN S. EROLES
Desktop Support Engineer
Summary
To utilize my extensive skills in Information Technology, Computer Software/Hardware and Technical Support that will enhance my knowledge and skills, as well as greatly contribute to organizations who will require my expertise.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Desktop Support Engineer
Mediacorp Pte. Ltd.
Singapore
06.2022 - Current
- Serves as 2nd level of support for IT Call Center and temp support engineers / intern support engineers
- Providing onsite and remote technical support for corporate and newsroom users of Mediacorp
- Break fix troubleshooting of Windows (Dell and HP) and Mac systems
- Deployment of computer hardware (PC refresh, onboarding new users) and asset management
- Event support and managing of small IT projects
Desktop Support Engineer
Randstad Pte. Ltd. / NTT Data Singapore Pte. Ltd. / GE Aviation
Singapore
02.2019 - 02.2022
- IT support specialist assisting shopfloor and office users with hardware and software issues
- Providing on-site and remote technical support for two GE Aviation plants (P46 Seletar Aerospace Link, and P62 Loyang Way)
- Support includes setting up and deployment of computer hardware systems, installing and upgrading software and troubleshooting all IT related issues (Hardware, Software, Servers, Network)
- Coordinates with other IT resolver groups in terms of fulfilling change requests (Power maintenance, server shutdowns/restarts, network device modification/requests)
- Acts as liaison for asset management teams to provision devices to users and shopfloor technicians within various GE Aviation plants.
IT Support Associate
Sengkang Trading Enterprise
Singapore
05.2018 - 01.2019
- Sole IT personnel in charge of IT support, asset management, and infrastructure maintenance
- In charge of coordination with vendors in regards to completion of software projects (Navision, AI Robotics software, Customized Mobile Apps)
- Assists with day-to-day operations in the merchandising warehouse
- Reporting to directly to one Senior Executive and Company CEO.
Senior IT Service Desk Analyst
Crawford & Company, Broadspire
Taguig
07.2016 - 03.2018
- Acted as a team leader together with two other senior analysts to lead a group of junior analysts, reporting to one IT Operations Manager
- Handles day to day IT support and administration tasks internally for employees of Crawford and Company, Broadspire Inc.
Senior IT Service Desk Analyst
CGI Philippines
Taguig
06.2015 - 07.2016
- Took part in the pioneer transition of the Matthews International project to CGI Philippines with three other senior analysts
- Acted as SME/POC to the entire team
- In charge of training and development for new junior analysts
- Creation of knowledge base articles.
IT Service Desk Analyst
Nityo Infotech Sdn. Bhd. / CSC (Computer Sciences Corporation)
Kuala Lumpur
12.2012 - 12.2014
- Provides inbound support to Enterprise users of Beckman Coulter
- A company that manufactures biomedical laboratory instruments.
Technical Support Professional
Datacom Manila
Taguig
08.2010 - 11.2012
- Tier-2 Technical Support Professional: Provides inbound/outbound technical support on Microsoft products on the ‘Special Devices’ department
- Product line on Special Devices department consists of Microsoft Office for MAC software, Microsoft Hardware (Mouse, Webcams, Keyboards, Headsets), and Microsoft Games (Age of Empires, Flight Simulator, Zoo Tycoon).
Technical Support Associate
TELUS International Philippines
Taguig
06.2008 - 04.2010
- Windows Update Research Technician: Provides technical support on elevated Windows Update concerns on Microsoft Operating Systems (Windows XP, Windows Vista, and Windows 7) and handles research and development for upcoming Windows Update problems that may arise
- Tier-2 Escalation/Consult Technician: Provides technical support on elevated Security concerns and Windows Update cases on Microsoft Operating Systems
- Handles Tier-1 technician inquiries regarding Microsoft Consumer Security concerns
- Tier-1 Inbound Technician: Provides inbound technical support to Microsoft Operating System end users who are using Windows Live OneCare as their protection software.
Education
Bachelor of Science - Information Technology
FEU-FERN College
Philippines 06.2005 - 10.2008
High School -
Our Lord’s Grace Montessori School And Colleges
Philippines 06.2001 - 03.2005
Skills
Windows Operating System
Computer Language Skills
1. Troubleshooting break-fix issues within Microsoft operating systems (Windows XP, Vista, 7, 8, 10), including Windows Updates, and Security, as well as basic MAC OS X troubleshooting
2. Proficient in Microsoft Office applications
3. Familiarity with domain related technology such as Windows Server Active Directory, Microsoft Exchange Server, User Groups, Printer Servers
4. Worked with SSO and SaaS technology (Office 365, Microsoft Intune)
5. Managing network endpoints via Bigfix Console
6. Computer hardware troubleshooting and setup/configuration (Desktops, Laptops, Printers, Network Devices)
7. DELL Technologies subject matter expert (Certified by Dell TechDirect as Dell image assist technician, Self-dispatch technician, Connect and manage technician, and Tech support technician)
8. Familiarity with Network Methodologies, diagnosis and troubleshooting
Fluent in written and verbal English, and Filipino (Tagalog)
Personal Information
- Place of Birth: Manila, Philippines
- Date of Birth: 12/26/87
- Nationality: Filipino
- Marital Status: Single
- Religion: Christian - Presbyterian
References
- Ralph John Racca, IT Support Engineer, Mediacorp Pte Ltd, Singapore, +65 98103930
- Quan Huei Loo, IT Service Desk Analyst, Huntsman, Malaysia, +60 129714377
- Marion Dexter Ismael, Desktop Support Group, Philippines, +63 9179846564
- Niro Cuenca, Manager, Service Operations, Singapore, +65 90537076
Certification
ITIL V3 Foudation
Activities
Quality Management Systems Training – Introduction to 6-Sigma (Nov 2016)
PEOPLE to OUTSOURCE (P2O), Call Center Training (June 2008)
TESDA Course for Call Center Agents, AMA Computer University (Sept 2006 – Oct 2006)
PSI Asia Leadership Training (April 2004)
Musical Arts, University of the Philippines College of Music (2004 - 2005)
Interests
Jiu jitsu
During my free time from work, I work passionately on my hobby of training/practicing submission grappling (Jiu jitsu)
Timeline
Desktop Support Engineer
Mediacorp Pte. Ltd.
06.2022 - Current
Desktop Support Engineer
Randstad Pte. Ltd. / NTT Data Singapore Pte. Ltd. / GE Aviation
02.2019 - 02.2022
IT Support Associate
Sengkang Trading Enterprise
05.2018 - 01.2019
Senior IT Service Desk Analyst
Crawford & Company, Broadspire
07.2016 - 03.2018
ITIL V3 Foudation
08-2015
Senior IT Service Desk Analyst
CGI Philippines
06.2015 - 07.2016
IT Service Desk Analyst
Nityo Infotech Sdn. Bhd. / CSC (Computer Sciences Corporation)
12.2012 - 12.2014
Technical Support Professional
Datacom Manila
08.2010 - 11.2012
Technical Support Associate
TELUS International Philippines
06.2008 - 04.2010
Bachelor of Science - Information Technology
FEU-FERN College
06.2005 - 10.2008
High School -
Our Lord’s Grace Montessori School And Colleges
06.2001 - 03.2005
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