Percival Nuque
Ipswich,QLD
Summary
Dynamic Senior Systems Engineer with proven expertise at Network First in firewall management and cloud security. Successfully enhanced client support processes, achieving a significant reduction in incident resolution time. Adept at technical documentation and team leadership, driving continuous improvement in IT infrastructure and cybersecurity practices.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Systems Engineer
Network First
Mansfield, QLD
05.2019 - Current
- Prepare core devices such as firewalls, servers, switches, NAS, access points, and UPSs for deployment.
- Set up Office 365 tenant for new clients and provide support after deployment.
- Set up Active Directory for on-premise server-dependent clients and Intune for cloud-dependent clients.
- Set up file sharing for both on-premise and cloud-hosted resources.
- Setup DHCP, DNS, DFS, RDP, GPO, VPN (SSL and site-to-site).
- Manage domains, SSL certificates, and externally facing DNS for clients.
- Set up Office 365 security for new and existing clients.
- Manage and maintain customer backups for both files and emails.
- Proficient in managing Sophos firewalls and RED devices, Cisco routers and switches, Aruba switches, Sophos and Cisco access points, all types of UPSs, and NAS of different types.
- Manage email phishing simulations for clients to ensure they know how to respond to trending threats.
Systems Engineer
Alliance Business Technologies
Brisbane, QLD
06.2018 - 05.2019
- Router/Switch configuration (routing, port forwarding, VPN, and firewall)
- Deployment and troubleshooting of servers, desktops, laptops, and tablets, meeting SLA for each ticket raised.
- Managing Active Directory, DNS (internal and external), DHCP, Remote Desktop/Gateway, and VPN.
- Managing the Microsoft Office 365 and Microsoft Exchange environment.
- Manage and troubleshoot backups (ShadowProtect, Image Manager, and Barracuda Backup).
- Software installation and troubleshooting.
- IT infrastructure maintenance.
- Log everything through ConnectWise (ticketing system).
- Monitor IT infrastructure through LabTech.
- AB Technologies is one of the leading MSPs in Queensland, and it is the IT leg of Computer Alliance.
- They have been in the business since the year 2000.
IT Engineer
Tj Microsystems
Cairns, QLD
06.2017 - 06.2018
- Cisco router/switch configuration and deployment.
- Deployment and troubleshooting of servers, desktops, laptops, and tablets.
- Microsoft Office 365 and Microsoft Exchange troubleshooting.
- Manage and troubleshoot backups
- Software installation and troubleshooting
- Installation and troubleshooting of the POS device.
- IT infrastructure maintenance
- Log everything through ConnectWise (ticketing system)
IT Team Leader
Cognizant Technology Solutions Inc. Philippines
Ortigas, Quezon City
09.2013 - 12.2016
- Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair.
- Understand and follow all documented service operations policies and procedures.
- Other duties or certifications may be assigned to meet business needs.
- Worked closely with the information technology group to transition out old computer hardware and bring in new equipment.
- Maintain and monitor the IT asset inventory.
- Actively monitor the installed/deployed IT asset database, ensuring all attributes are complete, accurate, and regularly maintained.
- Coordinate and manage physical inventories.
- Managed and improved helpdesk operations.
- Cognizant is a leading provider of consulting, information technology, and business process services.
- Main point of contact for one site with over 1,000 computing machines, and supporting more than 1,000 associates.
- Site Supervisor leading Desktop Engineers, Network Engineers, Voice Engineers, and Systems Engineers.
- In charge of the site security compliance for desktop, networks, and systems setup, especially during audits for compliance.
- Last level of escalation on site.
- Guidance and improvement on technical troubleshooting and the IT ticketing system.
- Achievements: Improved the process of ticket handling to avoid SLA violations, improved desktop systems to prevent failures in desktop compliance with respect to McAfee definitions not being able to update automatically, improved data connectivity for multiple projects to provide a faster, better customer experience, and received awards and recognition.
Operations Specialist – SSOE for TEMASEK PRIMARY SCHOOL
National Computer System
Singapore, Singapore
11.2010 - 11.2012
- Record and prioritize incidents on-site with appropriate diligence in order to restore failed IT service, coordinate resolution, and escalate when necessary.
- Work closely with the management and faculty staff for technical support and IT-related requests.
- Implement approved requests, and communicate to users if there is any denied request, with all the details for denial.
- Set up, configure, and maintain desktop systems with more than 500 computing machines, a combination of Microsoft and Apple systems.
- Responsible for the performance, availability, and service level of End User Technology services, including anti-virus, e-mail, file, and print services.
- Ensure that all switch rooms and the server room are in good working condition to avoid any major issues.
- Maintain all IT assets, and manage inventory.
- NCS's large array of services includes consulting, applications development, IT infrastructure, and outsourcing services.
- Achievements: Set up a school private network, including wireless connectivity for all areas in the school; set up, configured, and maintained a single domain in one computer lab for centralized management of users, policies, and file and print sharing; and turned up an area of the network that was affected by device failure while a very important meeting was happening.
Team Captain – OIC for MLB (Client)
Telus International Philippines
Market MArket, Taguig
02.2010 - 11.2010
- Client Liaison Officer – updates, training, and troubleshooting processes.
- Generate reports for MLB clients: AHT, number of closed emails, and call driver.
- Prepare documentation and reports, including administrative duties such as generating payroll.
- Ensures that new and existing team members are highly skilled and motivated by providing in-depth training, side-by-side coaching, and call listening.
- A pioneer in the global call center outsourcing and IT development industry.
Team Captain – OIC for Microsoft PC Safety (Client)
Telus International Philippines
10.2009 - 02.2010
- Responsible for resolving escalated cases from junior technicians and senior technicians.
- Deliver training and support for new and existing call center agents.
- Generate documentation and guidelines on resolving and treating virus and spyware issues.
- Investigate issues as they occur, participate in root cause analysis, and suggest and implement resolutions to prevent future occurrences of similar issues.
- Monitor and enforce adherence to the Service Desk Agreement (SLA).
Level 3 Technical Support Officer - Resolution Specialist for Microsoft PC Safety
Telus International Philippines
Bonifacio Global City, Taguig
01.2006 - 10.2009
- Provide recommendations and coaching for Level 2 technicians.
- Receive escalated cases, find a resolution, and forward the resolution to the Microsoft Tech Lead for distribution to all sites (Philippines and India).
- Investigate and provide solutions for newly discovered viruses and spyware.
- Generate documentation and guidelines on resolving and treating virus and spyware issues.
Assistant Instructor
AMA Computer College
Malolos City, Philippines
06.2004 - 05.2005
- Provide a systematic approach that students will easily understand.
- Prepare examinations and grade computations.
- Motivate students to keep studying and give them a clear view of what they can achieve in each field of learning.
- AMA Computer University is the first and largest ICT university in Asia, with an annual student population of 150,000 and more than 200 campuses in the Philippines and other parts of the world.
Education
Bachelor of Science - Computer Engineering
Bulacan State University
PhilippinesSkills
- Firewall management
- Server deployment
- Active Directory
- Cloud security
- Backup management
- Network troubleshooting
- VPN configuration
- Customer support
- Infrastructure maintenance
- Technical documentation
- Incident response
- Problem solving
- Client communication
- Troubleshooting
- Team leadership
- Organizational improvement
- Switches and routers
- Configuration management
- Network infrastructure administration
- Disaster recovery planning
- Infrastructure support
- Continuous improvement
- Cloud computing expertise
- Expert problem solving
- Cybersecurity best practices
- Root-cause analysis
- Scripting languages proficiency
- Mobile devices
Certification
- Microsoft Certified IT Professional, Consumer Support Technician on Windows Vista and Windows Server 2008, Server Administrator
- Microsoft Certified Technology Specialist, Microsoft Windows Vista, Configuration, Windows Server 2008 Active Directory, Configuring and Windows Server 2008 Network Infrastructure, Configuring
- Microsoft Certified Solutions Associate, Windows Server 2008 (MCSA)
- Microsoft 365 Security Administration
- Citrix Certified Administrator, for Citrix XenApp 6
- ITIL Foundation Certificate, in IT Service Management (ITILF)
- Cisco Certified Network Associate
- Cisco Certified Security Specialist - Security Core
Accomplishments
- Improved process on ticket handling to avoid SLA violations.
- Improved desktop systems to avoid failing on desktop compliance with respect to Mc Afee definition not being able to update automatically.
- Improved data connectivity for multiple projects to have a faster better customer experience.
- Received Awards and Recognition.
Skills Assessment
ACS, Suitable Skills Assessment - Computer Network and System Engineer
Affiliations
- Love playing table tennis/ping pong on my spare time.
Timeline
Senior Systems Engineer
Network First
05.2019 - Current
Systems Engineer
Alliance Business Technologies
06.2018 - 05.2019
IT Engineer
Tj Microsystems
06.2017 - 06.2018
IT Team Leader
Cognizant Technology Solutions Inc. Philippines
09.2013 - 12.2016
Operations Specialist – SSOE for TEMASEK PRIMARY SCHOOL
National Computer System
11.2010 - 11.2012
Team Captain – OIC for MLB (Client)
Telus International Philippines
02.2010 - 11.2010
Team Captain – OIC for Microsoft PC Safety (Client)
Telus International Philippines
10.2009 - 02.2010
Level 3 Technical Support Officer - Resolution Specialist for Microsoft PC Safety
Telus International Philippines
01.2006 - 10.2009
Assistant Instructor
AMA Computer College
06.2004 - 05.2005
Bachelor of Science - Computer Engineering
Bulacan State University
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