1. Irvwin Andrew G. Cancio
18 Cantonment Close 04-63  Singapore 080018  91468454  defblooms@gmail.com
OBJECTIVE
To work in an environment, where I can utilize the resources and expose my skills and talent to contribute for the
success of the organization and its future growth.
FIN EPASS: G0833580Q
SALARY EXP: S3000 (negotiable)
Join date/Availability: immediate
EDUCATION
Computer Engineering, Bachelor of Science June 2000 – May 2005
Mapua Institute of Technology, Philippines
EXPERIENCE
Desktop Support Engineer Jan 2016 – Present
Kelly Services Inc., 20 Anson Road Singapore
Outsourced to Client: Great Eastern Centre, 1 Pickering Street
 Handled Level 1 support calls via Desktop Manager software regarding all customer inquiries,
requests or problems via phone, email and in-house remote support tool
 Recording of requests into ticketing tool and responding according to the SLA using In-house
Ticketing Software (SDP)
 Transferring and dispatching of requests to the appropriate Level 2 Support as per escalation matrix
 Provided Support on call and counter to main Great Eastern Life product named Synerge, used by
their insurance planners and troubleshoot with their personal laptops
 Promoted to L2 support after 4 months providing personal support visits on offices
islandwide (Westgate, GEC and Changi Centre):
 Client Installation and Configuration of Windows 7 or XP, for desktops and laptops with Great
Eastern Centre Standard software installs
 PC transfer (peer to peer) and pc replacements handling
 Doing Killdisk in hardrives and using Clonezilla for Imaging
 Troubleshooting wired and wireless internet, and basic networking
 Lotus notes and Outlook(with Webmail) and LYNC install and support
 Canon printer and copier support
 Aventail VPN support for Outlook email access overseas
 Server Room network patching, and patch room remote monitoring and support
 Transferring and dispatching of requests to the appropriate Level 3 Application Team or Network
Support Team as per escalation matrix
 Symantec Anti-Virus update and deletion on pcs and laptops
 BYOD device setup (IPAD, IOS and Android phone email and VPN setup)
 VDI setup ad troubleshooting
 Participated BCP and Data Recovery sessions
 Participate actively in daily team review sessions
 Follow up on outstanding tickets within the Service Desk queue
Computer Engineer / IT Service Desk Engineer March 2011 – Jan 2016
TDS Singapore PTE, 2 Alexandra Road Singapore
Outsourced to Client: Toyota Asia Motors, 20 Anson Road 3-131
 Handle all the customer inquiries, requests or problems via phone, email or personal desk visits
 Recording of requests into ticketing tool and responding according to the SLA using Solarwind Web
Help Desk Tool
 Transferring and dispatching of requests to the appropriate Level 2 Support as per escalation matrix

2.  Client Installation and Configuration of Windows 7 or XP, using cloning/imaging for desktops
and laptops with Toyota Standard software
 Troubleshooting wired and wireless internet
 Lotus notes and Outlook(with Webmail) support
 VDI troubleshooting and support escalation
 HP 8150, HP 9050, FX Docucentre 9000 and FX Apeosport 4300 II printer install and support
and escalation
 Polycom HDX 7000 TV Video and Audio Conference and Computer Projection support for users
 File server backup and retrieval using Symantec Backup Exec 2012
 Cisco Recall tape backup retrieval process
 Aventail VPN support for Outlook email access overseas
 Internal software Installation and support for Toyota Business users(Oracle, Citibank,FX All etc.)
 Accessing Microsoft Active Directory support(change password, add new users and deletion),
folder sharing grant access, DHCP and Computer management support
 Bluecoat Internet support access for users
 Symantec 2010 Virus update and deletion on pcs and laptops
 Asset Management for internal Toyota “Loan In and Loan Out – Smart Client Tool” process
 Participate actively in daily team review sessions
 Follow up on outstanding tickets within the Service Desk queue
 Outside of Toyota: Provides standby support for other clients as well, mainly replacement of
hardware parts such as hard drives, motherboards and other hardware parts for certain servers
managed by TDS
 Trained in English Speaking Proficiency and Leadership Skills training back at Teletech (Phils)
in handling call escalations and Level 1 tech upskilling
Technical Support Representative October 2010 – March 2011
Convergys, UP Techno hub Philippines
 Provides inbound technical support calls handing cable, high speed internet, and phone services
troubleshooting for US based customers
 Configuring wired and wireless high-speed internet for US customers and setup accounts for
customer (remote connection sometimes applies)
 Up sells plans for upgrades for all three services
 Consistent “VSAT” or Very Satisfied Survey contributor for the account
IT Systems Engineer May 2009 – May 2010
Nityo Infotech Services PTE., 260 Tanjong Pagar Road,Singapore
Client: Airliquide SOXAL Pte
 Provides IT System Support IT System Engineer for a year supporting 14 countries outside
Singapore through phone and email troubleshooting(SOXAL)
 Assist users in installing and troubleshooting IT hardware and Software
 Perform and assist basic installation, administration, configuration, maintenance, backup/restore
and troubleshooting server and network infrastructure(Active Directory, Exchange Server, other
Application servers)
 Maintaining IT hardware and Software Licensing Checks
 Assists in off-site backup and restoration (Chai Chee DATACENTER)
 Perform ad-hoc duties when assigned
Level 2 Resolution Specialist June 2007 – Dec 2008
Teletech Holdings Inc., Robinsons Place Q.C. Philippines
 Supports HIGH-END (XPS) computers for VIP Customers.
 Takes escalation calls or users asking for advance support
 Assistant Team Leader. Facilitates team huddles
 Coaches L1 agents and mentors them in troubleshooting and upsells
 Provides onsite service technician escalations
 Second Level Wireless internet connection and Email account setup

3. DSL Support Representative June 2005 – March 2007
Sykes Asia Inc., New Manila Philippines
 Provide Customer Assistance for Digital Subscriber Line (DSL) High Speed Internet connection
support.
 Troubleshoot customer’s modem router problems, TCP/IP and DNS Settings.
 Support a wide range of High Speed DSL Modem and Devices.
ACTIVITIES & AWARDS
Don Tomas Mapua Scholar( 1st
Year College) - 2000
High school Valedictorian - 2000
13th
Honor in Elementary Graduation -1990
Gym Buff, internet savvy person
References
Dindo Hernandez
Technical Supervisor - Great Eastern Centre IT Dept
91845768
Lilian Cruz
Technical Supervisor – Toyota ISD / TTNI
94528504