Jerick C. delos Reyes is an IT professional with over 10 years of experience in technical support, hardware and software troubleshooting, networking, and programming. He currently works as an Intermediate Product Support Specialist at OpenText / GXS Philippines, Inc., where he provides technical support to customers and monitors EDI transactions. Previously, he has worked in service desk roles at Citibank and interned at Teleperformance and SM Retail Inc. focusing on IT support tasks. Jerick holds a Bachelor's degree in Information Technology from FEU - East Asia College and is ITIL V3 certified.

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JERICK C. DELOS REYES
Email: jerickdelosreye02@gmail.com
jerickdelosreyes02@yahoo.com
Mobile:0977-850-2086
Address: BLK-6 LOT- 35 Lessandra Homes Subd. Brgy. Kaypian San Jose del Monte Bulacan 3023
ITIL V3 Certified
SKILLS SUMMARY:
 Hardware Proficiency
o Hardware troubleshooting
o Advance skills in personal computer troubleshooting
o Intermediate skill in performing networking tasks
 Software Proficiency
o Excellent in handling Microsoft Office Document, Spreadsheet and Presentation
o Knowledgeable in using Adobe Flash
o Knowledge in using Putty and Filezilla
 Programming Languages Proficiency
o Capable of creating Unix/Linux scripts
o Capable of reading Map Logic (Unix)
o Knowledgeable in HTML, XML, SQL and C language
EDUCATIONAL BACKGROUND
2005 – 20011 FEU – East Asia College
Nicanor Reyes St., Sampaloc, Manila
Bachelor of Science in Information Technology
2001 – 2005 Francisco School
Baesa Road, Quirino Highway Quezon City
WORK EXPERIENCE
OpenText / GXS Philippines, Inc August 5, 2012 – Present
Intermediate Product Support Specialist (EMEA Support Standard MS Support Manila), CSS Managed
Services
 Responsible for providing technical support to customers, answering questions on function and
usage of product via email and monitors day to day EDI transactions of our Clients.
 Provides support to all EDI production processes (FTP/SFTP/AS2 ENTERPRISE and Data
Translations).
 Monitoring, processing, queuing, and reconciling client transactions via email (EDI documents,
XML, VDA, etc.).
 Proactively reports errors/issues with an investigation report under putty using UNIX.
 Accessing and modifying transactions in strict compliance with company and client procedures;
and contributing to the knowledgebase of known problems and solutions.
 Participating in incident and problem escalations, communicating with clients and other GXS
team members to gather information and provide status updates about incidents and problems.
 Provides response and resolution within the standard SLA.
 Determining error from Monitoring tools including Data Translations, Enterprise, SFTP/FTP and
other Tools and reporting to clients proactively via email.
 Collaborate with the team lead and manager in standardization of team process.
 Trained new hires for Data Translation, Log Reading and Mapping Conditions

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COMMAND CENTER PROGRAM
 Handles Escalation Request in every support team for AI Translation Failures (Mapping
Conditional/Logical Statements, Source to Target and Data VS Map, LOG Reading)
 SME/POC for Data Translations processes
ITIL Foundations V3 (Currently Taking)
Citibank September 5, 2011 – April 2012
Service Desk Analyst
 Answer inbound calls and assist customers who have specific inquiries and resolve issues that
fall within the specified scope of service.
 Provide personalized customer service of the highest level
 Provide first level resolutions
 Ticket creation/Categorization / Prioritization
 Ticket escalation to respective Support Group
 Incident resolution and recovery
 Ticket Closure
Teleperformance (ShawBlvd) June 2010 – October 2010
Intern / OJT
 Re-imaging multiple computers which are being reported from the ticketing tool
 Replacing broken equipment such as headsets, dialers in any kinds of cords which are needed by
the call center agents on their call
 Phone patching for the phone line that the agents use in their calls
 Checking each workstation to determine the which computers are down that needs to be checked
 Checking each equipment and creating a report in which equipment is needed to have a
replacements
SM Retail Inc. (Head office) October 2010 – February 2011
Intern / OJT
 Monitoring network connection on each branch of SM to check the latency of each branch
 Creating a reports regarding the recurring incidents due to network problems in every branches
 Creating a network diagram whenever network are being re-modified
 Configure Wi-fi for user within the bldg. who are having problems with their wi-fi connection
 Checking lines cords for network connectivity for users who are having problems with the network
 Phone patching, I transfer the phone patches in users request or problems occurring on their
phone lines
 Assembling video conference in which users are in need of user for the Video conferencing.
TRAININGS ATTENDED
 Linux and Virtualization, FEU – East Asia College 2009
 Digital Arts – An in Depth Demonstration in Digital Coloring FEU – East Asia College 2009
 The Filipino Professional: The Call of homeland – FEU – East Asia College 2010
 Dealing With Clients – FEU – East Asia College 2010
 General Issues – FEU – East Asia College 2010
 New Technology – Moral Right to Life – FEU – East Asia College 2010

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OTHER SKILLS
 Proficient in English and Filipino Languages
 Competent in doing research works
 Highly adaptable in quickly changing technical environments with very strong organizational and
analytical skills
 Goal oriented, hardworking and determined
 Self-motivated and keen attention to detail
CHARACTER REFERENCES
Kriztian Alocada (Supevisor)
OpenText / GXS Phillippines Inc.
09998861781
Christian Lamber Maquilan (Technical Lead)
OpenText / GXS Phillippines Inc
09175607787
Gilbert Zabella (Senior)
OpenText / GXS Phillippines Inc.
09728416800