HERBERT FERNAND EBUE
Taytay,Philippines
Summary
Systems Engineer and Technical Support with over 10 years of IT experience. Excellent troubleshooting skills on hardware and software issues. Worked with different foreign nationals and foreign counterparts abroad. Excellent communication skills, good team player, a quick learner, and can work independently. Open to new opportunities and willing to be trained.
Overview
18
18
years of professional experience
Work History
Intermediate Technical Support Representative
N-ABLE TECHNOLOGIES LTD
06.2022 - 09.2023
- Deliver service and support to customers via phone, email, and/or chat
- Provide an exceptional customer experience through issue resolution
- Redirect or escalate issues appropriately
- Maintain thorough and accurate documentation of cases
- Supports EMEA partners
- Currently supporting N-able Products
- Passportal – Password Manager Tool
- Mail assure – Email Filter.
System Support Officer
TECHNOGLOBAL TEAM (Scorptec Inc)
06.2021 - 05.2022
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Supports approximately 300 User remotely
- Coordinate with vendors for company requirements
- Sophos Check up
- Active Directory Management
- GPO Policy Management
- Check and perform maintenance using Datto Cloud Backup Solution
- Server Administrator
- Microsoft 365 Administrator
- Exchange 365 Administrator
- Local Server (WSUS, Active Directory)
- Print Server
- CCTV check up and reporting
- Create and Update Documentation Process
- Check and Update inventory for Manila Team
- Coordinate with 3rd party Network Team.
Senior Systems Engineer
CYBILLTEK INC
03.2017 - 01.2019
- Pre-Opening Team
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Supports approximately 30 Web Developers
- Coordinate with vendors for company requirements
- Network Switch Configuration
- Active Directory Management
- GPO Policy Management
- Performs recovery procedures, scheduling and back-ups
- Coordinate with Facilities, finance and Operations in identifying customer requirements and prepare service proposal for Management
- Server Administrator (Migrating, Rebuilding and Fresh Deployment)
- Domain Controller
- DNS Server
- WSUS
- HYPER V
- Printer Server
- File Server
- IIS Server
- Jenkins
- Jira
- Backup Server
- Linux Server
- AV Server
- Software Application Support for Developers need.
Senior Systems Engineer
INFOSYS BPO LIMITED
07.2015 - 01.2017
- Coordinate with foreign counter parts in abroad
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Supports approximately 800 call center agents
- Coordinate with vendors for company equipments
- Network Switch Configuration
- Active Directory Management
- GPO Policy Management
- Provide 97% adherence ( Desktop Ticketing Service)
- Performs recovery procedures, scheduling and back-ups
- Coordinate with Facilities, finance and Operations in identifying customer requirements and prepare service proposal for Management
- POC of engagement (Issues, Requirements and Coordinating with client foreign counter parts)
- Server Administrator (Migrating, Rebuilding and Fresh Deployment)
- Domain Controller
- DNS Server
- WSUS
- HYPER V
- Printer Server
- File Server
- IIS Server
- Server Hardening
- Data Center Management
- Inventory Management inside Data Center
- Inventory Management of Client Assets
- Coordinate with vendors in maintaining Data Center equipments
- Generate reports to know Data Center condition
- WSUS maintenance and push updates
- AntiVirus Server (Symantec Antivirus)
- BlueCoat Implementation (Web filtering Application).
Senior Systems Engineer
SIMPRO SOLUTIONS INC.
09.2013 - 01.2015
- Generation data analysis as and when needed by the team for analysis
- Monthly and weekly submission of reports as required by company for generating performance
- Coordinate with foreign counter parts in abroad
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Supports approximately 100 call center agents
- Coordinate with vendors for company equipments
- 2nd site support with approximately 50 call center agents
- Vicidial Server Setup and Troubleshooting
- Network Switch Configuration
- Active Directory Management
- GPO Policy Management
- Provide 98% adherence ( Desktop Ticketing Service)
- Performs recovery procedures, scheduling and back-ups
- Coordinate with Facilities, finance and Operations in identifying customer requirements and prepare service proposal for Management
- Directly reporting to Director for technology
- Data Center Management
- Inventory Management inside Data Center
- Coordinate with vendors in maintaining Data Center equipments
- Generate reports to know Data Center condition
- WSUS maintenance and push updates
- PRTG Monitoring / Networking
- SMS notification and Email for UPS
- AntiVirus Server (TrendMicro).
IT Consultant
FRACTAL DESIGN AND CONCEPT ADVERTISING
09.2012 - 09.2013
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Coordinate with vendors for company equipments
- Network Router and Wifi Configuration
- Inventory Management
- Design brochure and collaterals
- Create reports and inventory for costing.
L1 Service Delivery
VCUSTOMER PHILIPPINES INC
03.2010 - 09.2012
- Generation data analysis as and when needed by the team for analysis
- Monthly submission reports as required by company for generating performance
- Coordinate with foreign counter parts in abroad
- Technical service for desktop and laptop
- Troubleshoot hardware and software issues
- Supports approximately 600 call center agents
- Coordinate with vendors for company equipments
- 2nd site support with approximately 300 call center agents
- Cisco Phone Configuration and testing
- Network Switch Configuration
- Active Directory Management
- Data Center Management
- Inventory Management inside Data Center
- Coordinate with vendors in maintaining Data Center equipments
- Generate reports to know Data Center condition
- WSUS maintenance and push updates
- Spiceworks Administrator
- SMS notification and Email for UPS
- SuperPinger Adminstrator.
Product Master File Analyst
PILIPINAS SHELL PETROLEUM CORPORATION
09.2009 - 12.2009
- Generation of sales reports and data analysis as and when needed by the team for analysis
- Monthly submission of KPI (Key Performance Index) reports which reflects financial standing of Shell PH Convenience Retailing
- Proper account management by ensuring accuracy in monthly billings for Shell dealers
- Portfolio Merchandise Management
- Manage and update product master file in PMM (Portfolio Merchandise Management)
- Assist in Xhub migration to global connection
- Coordinate with DataLogic Retail IT and Site System Administrator/ Site Supervisor to ensure that PMF is updated in the site BPOS and Wintas.
IT Associate
HOTEL CELESTE
08.2008 - 09.2009
- Design website brochure and collaterals, Troubleshoots, installs and configure devices etc..
Software Engineer 1
WALL STREET GLOBAL INC.
09.2007 - 12.2007
- Design and update website, brochure and also program software applications
- Create software data management for the company for generating reports.
Technical Support – Information Services Department
NEXUS TECHNOLOGY INC.
10.2005 - 04.2006
- For Internship 1 - 2 Requirement: Troubleshoots, installs, configures software and networking devices for Nexus technologies inc
- Users.
Education
Bachelor of Science in Computer Engineering -
Asia Pacific College
12.2006
Immaculate Heart of Mary College
03.2002
Skills
- Ubuntu / Centos 8
- Windows 11
- Windows Server 2016
- Microsoft Azure
- Microsoft M365 exchange
- Microsoft Office
- Cisco IOS
- Symantec Antivirus
- Trend Micro Antivirus
- Hyper V
- Citrix Application
- Tomcat
- Microsoft Adminitrator 365
- Microsoft Exchange Administrator
- Datto Cloud Backup
- RingCentral
- Passportal
- Mail Assure
- Installation and networking of LAN cards, wireless card, router, switch and hub
- Cisco Router and Switch configuration
- Remote Support
- Product Troubleshooting
- Technical Support
- Technical Troubleshooting
- Issue Troubleshooting
Achievements And Projects
- Hotel Celeste Pre opening team
- Pilipinas Shell SAP - GSAP migration project (SELECT Product Administrator)
- Vcustomer Power conservation project
- Vcustomer UPS email notification project
- Vcustomer Spiceworks Inventory project
- Vcustomer License and MSOffice migration project
- Vcustomer Cebu Pre opening team
- Vcustomer 2010 Star of the Month
- Vcustomer 2011 Star of the Month
- Cybilltek 2018 Exemplary Performance as System Administrator
- Lean 6 Sigma Yellow Belt Certification
- Google IT professional Certification
References
- Carlo Dela Rosa, Team Leader, Infosys BPO Limited, (09433006655)
- Dwight Raymund Baylon, IT Director, Simpro Solutions Inc, (09175643245)
- Paolo Domingo Reyes, Proprietor, Fractal Design and Concept, (09328826819)
Extracurricular Activities
Asia Pacific College Engineering Society, member, 2006
Training
- PC Troubleshooting, APC Multipurpose Hall, November 2003
- IBM Systems, APC Auditorium June 2005
- Pneumatic Control &Design, APC Multi-Purpose Hall, November 2005
- APC, Web Programming using PHP and MySQL June 2006
- Festo Didactic, Symposium on Industrial Automation, August 2006
- APC, Basic ASP Programming, August 2006
- Hotel Celeste Hotel pre-opening training 2008
- Hotel Celeste, In Search of Excellence Training January 2008
- MNET Training Solutions, CCNA Module 1 – 4, July 2013
- Lean 6 Sigma White Belt – 2021
- Lean 6 Sigma Yellow Belt – 2021
- Google IT professional Training – 2022
Timeline
Intermediate Technical Support Representative
N-ABLE TECHNOLOGIES LTD
06.2022 - 09.2023
System Support Officer
TECHNOGLOBAL TEAM (Scorptec Inc)
06.2021 - 05.2022
Senior Systems Engineer
CYBILLTEK INC
03.2017 - 01.2019
Senior Systems Engineer
INFOSYS BPO LIMITED
07.2015 - 01.2017
Senior Systems Engineer
SIMPRO SOLUTIONS INC.
09.2013 - 01.2015
IT Consultant
FRACTAL DESIGN AND CONCEPT ADVERTISING
09.2012 - 09.2013
L1 Service Delivery
VCUSTOMER PHILIPPINES INC
03.2010 - 09.2012
Product Master File Analyst
PILIPINAS SHELL PETROLEUM CORPORATION
09.2009 - 12.2009
IT Associate
HOTEL CELESTE
08.2008 - 09.2009
Software Engineer 1
WALL STREET GLOBAL INC.
09.2007 - 12.2007
Technical Support – Information Services Department
NEXUS TECHNOLOGY INC.
10.2005 - 04.2006
Bachelor of Science in Computer Engineering -
Asia Pacific College
Immaculate Heart of Mary College