ROSALIE PUNTUAL CASA
Singapore
Summary
- ITIL V4 Foundation Certified in IT Service Management
- 10 years of experience as Systems Engineer and Team Leader
- Two years of experience as Deskside engineer
- Five years of experience as Senior Service Desk Analyst
- Four years of experience as Service Desk Analyst
- Two years of experience as College IT instructor
- One year of experience as Programmer
Overview
24
24
years of professional experience
Work History
User Admin Analyst
Allen Overy Shearman Sterling LLP
12.2023 - Current
- User Account Management: Creating, modifying, and disabling user accounts across various firm systems and applications. This ensures appropriate access levels are maintained.
- Access Control and Permissions: Assisting in monitoring information barriers and setting up access permissions on specific matters, ensuring the appropriate security and confidentiality of client data.
- Technical Support: Providing third-line technical support to internal staff and potentially clients, resolving incidents, and escalating issues to other relevant support teams when necessary.
- Incident and Request Management: Logging, tracking, and managing user incidents and service requests in BMC, ensuring timely resolution and communication with users.
- Documentation and Knowledge Management: Creating, maintaining, and updating documentation and knowledge base articles for common issues to improve user admin team's efficiency.
- Policy Compliance: Ensuring that user administration activities adhere to organizational policies, data privacy regulations, and security standards.
Systems Engineer (AD Ops and GPO Administrator/Team Lead)
NEC Singapore APAC PTE LTD
10.2014 - 12.2023
- Perform hands-on tasks such as: Group Policy creation, configuration, and deployment, and troubleshooting
- Perform User Accounts Management; which includes provisioning, de-provisioning, and modification
- Oversee the day-to-day operation of AD Ops team
- Define and develop the Standard Operating Procedure (SOP), Process workflow, and Knowledge Base of the AD Ops team
- Set clear team goals, delegate tasks, and motivate team members
- Create an inspiring team environment with an open communication culture
- Listen to team members' feedback and resolve any issues or conflicts
- Ensure that service requests and incidents assigned to the team are fulfilled within the agreed Service Level Agreement (SLA) and Turn-Around-Time (TAT)
- Ensure that the team remains knowledgeable with the current processes and scope of support
- Coordinate and work with Operations managers and leads, Desktop teams, Service Request team, and Service Desk team; to better provide support and required services to our clients
- Prepare and submit monthly report of AD Ops team's Projects and Activities, Initiatives and Improvement Plans, Issues and Challenges, Action Plans and Outstanding Tasks, to the CAM Team Manager for monthly meeting and discussion
- Generate Weekly and Monthly Computer and User Data Reports, and submit to the Operations managers and Asset Management team.
ITO Service Delivery Representative
HP Services Singapore PTE LTD
11.2009 - 04.2014
- Strived for a high level of first contact resolution.
- Delivered high levels of customer service consistently.
- Ensured accurate documentation of calls and cases.
- Managed time and workload to meet predetermined service levels.
- Assigned incidents and request task to the correct provider group.
- Performed follow up with incidents and requests for completion.
- Performed appropriate diagnostics to initiate incident management workflow process.
- Provided clients with incident reference numbers.
- Identified process efficiencies within the Service Desk and to take corrective action to implement change.
- Discovered and documented processes and procedures, which needed to be published to the team or on Knowledge Base.
- Responded and resolved customer requests, in relation to software, hardware, and network operations difficulties by providing fast, efficient and friendly customer service.
- Troubleshot end-user's issue and resolve it upon first contact if possible.
- Performed password resets; provide remote access/VPN support.
- Troubleshot software such as Microsoft Office, Outlook and operating system Microsoft Vista and Windows 7.
- Provided "how to" assistance on all internally supported devices, applications and systems.
- Ensured that incidents are set with correct severity and classification, and are assigned correctly.
- Ensured that the incidents are closed at first point of contact or escalated to the appropriate team as per escalation matrix.
Desktop Support Engineer/Technical Trainer
IBM Singapore
07.2007 - 10.2009
- Provided onsite or face-to-face and remote access support to IBM staff, including VIP and VVIP end-users.
- Provided support on usage, configuration, and troubleshooting of software such as: Lotus Notes 7/8, Lotus Sametime, Lotus Symphony, Microsoft Word/Excel/Power Point, Internet Explorer, Mozilla Firefox, Google Chrome, Internet and Intranet, and shared drives, and VPN client.
- Reimaged/re-cloned laptops and desktops after hard disk replacements, and when operating system is corrupted after the attempt to repair failed.
- Troubleshot hardware issues and replaced parts when necessary on laptops, desktops, monitors, printers, and/or peripherals.
- Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
- Deployed and setup machines to hew hires.
- Trained newly hired employees, on usage of IBM standard software and intranet applications.
- Back-up in-charge of handling/receiving returns of assets (laptop/desktop/peripherals), and updating asset management reports.
- Used ManageNow web based application to log new cases and update case logs.
Technical Support Specialist
Dell International Services Philippines
02.2006 - 07.2007
- Provided technical support on operational or maintenance of personal computers and/or peripherals using documented procedures and available tools
- Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls
- Remained knowledgeable of Dell's product line and service offerings, current industry products and technologies
- Advised and educated end-users within procedural guidelines to ensure a complete solution to their technical or service questions
- Remained knowledgeable on how to assemble Desktop components and troubleshoot different Dimension desktop/laptop components and drivers
- Used DellConnect – Dell's remote tool to remotely access end-users' PCs and guided them in troubleshooting their PC issues
- Provided support on usage, and troubleshooting on Dell's pre-installed software
- Provided Windows Operating System troubleshooting and maintenance
- Used Dellserv software to log new cases and update case logs.
Technical Support Representative
Client Logic Philippines
06.2004 - 02.2006
- Provided technical phone and email support to US customers with SONY VAIO desktops and notebooks with their hardware and software issues
- Walked through every end-user in step-by-step solutions to resolve issues with his/her computer ranging system installation/un-installation, etc
- Processed onsite service requests.
College Instructor
STI College Alabang
06.2002 - 05.2004
- Taught Visual Basic, Visual Foxpro, C, C++, Computer Fundamentals, Software Engineering, Systems Analysis and Design, Logic Switching and Design, Computer Architecture, and HTML
- Prepared Syllabus and subject lessons
- Assisted and facilitated the students to interact with the computers within computer laboratory from the subjects taught
- Thesis adviser and panelist
- Trained student contestants for Battle of the brain competitions
- Kept record of students' points/scores: students' interactions, activities, seat works, projects, exercises, quizzes, and periodical examinations
- Generated Student Grade report every grading period and end of semester.
Computer Programmer
STISys Corporation
06.2001 - 05.2002
- Compiled and wrote documentation of program development and subsequent revisions, inserting comments in the coded instructions so other can understand the program
- Corrected errors by making appropriate changes and then rechecking the program to ensure that the desired results are produced
- Conducted trial runs of programs and software applications to be sure they would produce the desired information and that the instructions are correct
- Performed direct revision, repair, or expansion of existing programs to increase operating efficiency or adapt to new requirements
- Consulted with managerial, engineering, technical personnel, and identified problems, and suggested changes.
Education
Certificate Course - Windows Server 2012 R2
New Horizons Computer Learning Centre
Singapore, Tiong Bahru09.2015
Bachelor of Science - Computer Science
STI College
Alabang, Muntinlupa City, Philippines05.2001
Skills
- PowerShell Scripting
- MAC and Windows Operating systems
- Windows Server 2012 R2, 2012, 2008
- M365, Microsoft Office Applications 2016 and below
- Symantec Endpoint
- Lotus Notes
- Active Directory Users and Computer Accounts Management
- Group Policy Objects (GPO), EUCD Security Hardening
- Familiarity with AD DS terms and services; such as: Schema, Global Catalog, Replication Service, Sites, Domain Services, Certificate Services, Rights Management
- Familiarity with authentication protocols: Kerberos and LDAP
- Familiarity with AD Trust, Logical Structure: Forests, trees, domains, OUs
- Familiarity with PKI, DNS, Network Access Control (NAC)
- SCCM
- LAN/Wireless, VPN
- Configuration and troubleshooting of printers, handheld devices, desktops, laptops, tablets
- Visual FoxPro, C, C, Visual Basic, Visual StudioNet
- Structured Query Language (SQL)
- Critical thinking and initiative to resolve issues proactively
- Self-motivated and able to interact and convey concepts to all levels within an organization
Timeline
User Admin Analyst
Allen Overy Shearman Sterling LLP
12.2023 - Current
Systems Engineer (AD Ops and GPO Administrator/Team Lead)
NEC Singapore APAC PTE LTD
10.2014 - 12.2023
ITO Service Delivery Representative
HP Services Singapore PTE LTD
11.2009 - 04.2014
Desktop Support Engineer/Technical Trainer
IBM Singapore
07.2007 - 10.2009
Technical Support Specialist
Dell International Services Philippines
02.2006 - 07.2007
Technical Support Representative
Client Logic Philippines
06.2004 - 02.2006
College Instructor
STI College Alabang
06.2002 - 05.2004
Computer Programmer
STISys Corporation
06.2001 - 05.2002
Bachelor of Science - Computer Science
STI College
Certificate Course - Windows Server 2012 R2
New Horizons Computer Learning Centre