1. IAN DALORAN
Contact number +65 86155902
Email address iandaloran@yahoo.com
Local Address 1005c Upper Serangoon Road 534743
Zurich Life Insurance (Singapore) PTE. LTD.
Client Support Analyst (G3 Senior Executive)
05 DEC 2014 to Present Provides support for Zurich Insurance clients by responding to service and technical
assistance requests via phone and email, diagnoses and resolves technical hardware
and software issues, responds to questions using available information resources and
advises users on appropriate actions, performs daily service reviews. Have extensive
knowledge in VPN, Lotus Notes, IE, network connectivity, printer mapping, etc.
Participates in conference calls and meetings to discuss IT improvement Plans.
Handles projects such as Migration of notebooks (Windows XP to Windows 7) using
SSCM, Actuarial System Migration (Prophet Desktop), Blackberry to iPhone, etc.
Migrates users from using Notebook or Desktop Computer to Wyse Terminals to
access Citrix.
Maintains IT assets and handles deployments of IT devices and accesses to new
employees.
Liaise with vendors for HardwareSoftware requisitions.
Awarded Excellence Award 2015
Zurich Life Insurance (Singapore) PTE. LTD. under Peoplebank Singapore PTE LTD
Senior Client Support Analyst
05 DEC 2013 to 05 DEC 2014 Provides support for Zurich Insurance clients by responding to service and technical
assistance requests via phone and email, diagnoses and resolves technical hardware
and software issues, responds to questions using available information resources and
advises users on appropriate actions, performs daily service reviews. Have extensive
knowledge in VPN, Lotus Notes, IE, network connectivity, printer mapping, etc.
Participates in conference calls and meetings to discuss IT improvement Plans.
Handles projects such as Migration of notebooks (Windows XP to Windows 7) using
SSCM, Actuarial System Migration (Prophet Desktop), Blackberry to iPhone, etc.

2. Migrates users from using Notebook or Desktop Computer to Wyse Terminals to
access Citrix.
Maintains IT assets and handles deployments of IT devices and accesses to new
employees.
Liaise with vendors for HardwareSoftware requisitions.
NEC Asia Pacific Pte Ltd under Peoplebank Singapore PTE LTD
Service Desk Engineer
05 DEC 2010 to 05 DEC 2011 Provides support for Resorts World Sentosa clients responding to Service requests
and technical assistance via phone and email.
Diagnose and resolve technical hardware and software issues, research questions
using available information resources and advise user on appropriate action.
Sutherland Global Services Philippines
Partners with Fortune 500 companies involving inbound sales, customer service, email, chat and back
office processing services.
Back end Technical Support Specialist
06 SEP 2010 to 06 SEP 2011 Tier 2 for Broadview Networks Telecom US Company
Received full training on POTS (Plain Old Telephone System)
Provided support for technical inquiries and issues from small and medium-sized
businesses clients and receives internal escalations from colleagues. Calls out to
partner Carrier like Verizon, One Communication and EarthLink to escalate and open
tickets for dispatching technicians to the Central office or to client’s premises.
Track and maintain all activities in trouble tickets according to established
methods of procedures to create and maintain history on configurations and customer
requests. Use tools such as Switch tool, Open cafe (OC8) and Net ticket to access and
configure/reconfigure or install client’s phone features like Long distance, 3-way
calling, call-waiting, hunting etc.
Top Performer for the month of September 2011 (first month on production) and
consistent in achieving 100% QA scores
Cybernet Slash Support Philippines, Inc.
Global information and communications Technology Company with an impeccable record for developing, network services,
designing, managing end-to-end IT and deploying
Technical Support Specialist – Roxio US Account
30 SEPT 2009 to 15 MAR 2010 Handles in-house software issues for Roxio products such as video capture device and
different CD/DVD as well as BluRay burning software like the flagship product Roxio
Creator 2010 and most of the Legacy products of Roxio
Received full training on new Operating systems such as Windows Vista and 7 as well
as different OSX Operating systems
Received training for troubleshooting wide range of Roxio products such as video
capture device and different CD/DVD as well as BluRay burning software

3. Dell International Services
Support and services division of Dell Inc., the large American computer hardware company.
Advanced Resolution Expert (B1 Grade level) promoted
19 JUL 2007 to 20 APR 2009 Provided a very high quality Premium based support for all Dell Computer Systems and
has maintained exceptional individual metrics (Average Handling Time/ QA/ Sales .)
Passed DCSE (Dell Certified Systems Expert)
Did sales and support for customers w/ Dell on call contracts which included
Virus/Spyware/Malware removal, OS reinstall, E-mail setup/configuration, printer
software install/reinstall and all kinds of 3rd
party software
configuration/troubleshooting/installation.
Received training on how to close/position a sale for DOC Software Contracts as well
as Dell products
Training for Software/Hardware troubleshooting which includes Internet connection,
Home networking, Wireless connection/networking, Malware/Spyware removal,
Microsoft and 3rd
party applications, MS Outlook/Windows mail and similar email
application setup etc.
Awarded Dell Elite Team of the Months March, July, October 2008
Technical Support Senior Technician (A5)
19 FEB 2007 to 19 JUL 2007 Assist consumer in tearing down CRU (Customer Replaceable Unit) hardware.
Troubleshoot Internet, LAN, and Wireless/Bluetooth configuration on a small network.
Assist consumer in formatting HDD and doing operating system restore
Provide IT support in upgrading Dell hardware parts and configuration of Dell
Printers.
Received full training on Microsoft Software such as Microsoft Office 2007 and
Microsoft Windows Vista
Received Senior Technical Support Representative Training, DCSS/ANZ Tools and for
Dell XPS and Dimension desktop and laptop systems
ePLDT Vocativ
Award-winning B2B e-commerce Company providing managed services around the world. Subsidiary of the Philippine Long
Distance Telephone Company (PLDT)
Technical Support Analyst for Global Exchange Services (GXS)
March 2005 to February 2007 Provided Technical support for large Business companies in the UK for all their
Electronic Data Interchange transactions
Received First Level Tradanet Customer Support Training, Desktop EDI and Interact
for Windows Intelligent Web Form (for UK Clients) and Interchange Services (for US
Clients)

4. Attended training for G-International/IBM helpdesk and able to navigate
Information Exchange Administration Services (IEAS) Web tool and Amspeak
Training (Accent Reduction Training)
Awarded GXS Top Performer for G-International, UK - Agent of the month, month
on month
 August 2006 — 96.0% • July 2006 — 97.4% • May 2006 — 99.1%
 April 2006 — 99.2% • March 2006 — 99% • December 2005 — 97%
ON THE JOB TRAINING
Philippine Long Distance Telecommunications Company (PLDT) Mandaluyong City
1550, Philippines
HR and IT recruitment staff
September to November 2004 Assisted the process of OJT Application
Encoded Applicant's hardcopy application form to softcopy
EDUCATION
College
2001-2005 Bachelor of Science in Information Technology, Completed
AMA Computer University
Makati City, Philippines
1996-2000 Bachelor of Science in Architecture, Partially Completed
Far-Eastern University
Manila, Philippines
REFERENCES: Available upon request