1. Curriculum Vitae
Address: Bagong Pag-Asa, Quezon City
Contact #: 09273001907
Email: jeromepua@hotmail.com
Highlight of
Qualifications and
Skills:
MS Active directory v.6.1.7601,Windows Operating System, MS Office 2010,ePolicy
Orchestrator 5.3-McAfee Products (Data Loss Prevention 9.3, Host Intrusion
Prevention 8.0, VirusScan Enterprise 8.8, Endpoint Encryption 7.0 ), Bomgar
Representative Console 14.1, Clonezilla(use for re-imaging of OS), Juniper
Networks(Odyssey 5.2), RSA security console,BlackBerry classic, curve & bold support,
DELL Hardware Products desktop & laptop (Optiplex 780, 7010, E6520, E6320, E6440,
E7240), DELL Kace Management Center/Kbox, Omgeo WebEx Site Administrator,
Blackberry Administration Service ver.5,10&12, Cisco VoIP(7965,7975,7941,7942),
Cisco Unified CM Administration, Cisco Unity Connection Administration,
Microsoft Exchange Server 2010(user administrator),VMware VSphere client 5.1,
VMware View Administrator 5.1.2, Microsoft Lync 2013, i-Support ticketing system,
Mimecast Administrative console ver.3.0,Citrix Receiver ver.4.4.1000.16
Work Experiences: IT Helpdesk Support, Omgeo/Thomson Reuters/DTCC
Makati City, Aug.01, 2011-Present
Provide first and second level of assistance for internal resources including executives.
Tracking both virtual and office-based staff via phone, and ticketing system (i-Support
ticketing system/service now). Provide technical hands-on support to end-users for both
software and hardware issues like help user in printer issues, support blackberry/iphone
setup & configuration such as device activation via BES12 server,RSA token importation
& installation use for VPN connection. Isolate issues like network connection issue
LAN/wireless. Also support end users who cannot access their virtual machines (VDI).
Help users who are working from home by using remote tool (bomgar, lync or webex
session). Escalates issue to the right team who are expert to the subject matter. Deploy and
retrieve computer, telephone and other peripheral to employees. Report defective devices
to vendor for warranty. Document/log the process that was done to resolve the issue.
Desktop Support Engr., First Data Corporation
Makati City, Jun.28, 2010–Mar.25, 2011
Provided technical support to end users. In-house software application installation and
configuration. Hardware and software isolation and escalation. Basic network isolation.
Computer Lab. Assistant, De La Salle University
Manila City, Sep.11, 2009 –Jun.19, 2010
Performed computer setups, software installation, equipment inventory, monitor and
operate computer equipment and peripherals, perform preventive maintenance that
includes cleaning PC,printer and also provide technical support to users by diagnosing
and correcting problems.

2. Curriculum Vitae
IT Helpdesk, Creative Gateway Inc.
Makati City, Feb. 06, 2008– Aug.31, 2009
Received call log and track all calls from callers related to technical issues.
Provided a nationwide technical support diagnostic through phone isolation to McDonald's
store managers related to technical concerns like PC problems, thermal printer, office
printer, Kitchen Video System(KVS), Drive thru Speaker, plasma TV, hand held
equipment, Wi-fi, dial 8-mcdo, cash register (POS2Plus & NewPOS),supply inventory,
cash balancing, closing & opening of store operation, updating of product programming,
perform network monitoring (using "what’s up gold"), hardware & software
configuration, anti-virus updates etc. Maintains the Store Management System (SMS) an
application software/an accounting software tool use by the store that serves as server that
collects data from counter register, it also use to take product order from the supplier. The
main function of SMS is to organize records related to sales transaction.
On the Job Trainings
Attended:
IT Associate Trainee, SYKES Asia Inc.
Pasig City, Jun. 05-Sep. 09, 2007
I provided system support to call center agents, related to computer problem in hardware
& software application; setup PC unit, configure system settings like driver installation of
video card, sound card,installation of memory card,PC formatting & disk partitioning
using Symantec Norton Ghost 2003, installation of application software,joining pc unit to
network domain.
Educational
Attainment:
Certification:
FEU-East Asia College, Sampaloc, Manila
Bachelor of Science in Information Technology, 2003-2007
VMware Certified Associate Workforce Mobility
VMware Certified Associate Data Center Virtualization
HDI Customer Service Representative Certified (HDI-CSR)
BOMGAR Representative Certified
TESDA CHS NCII Certified(Computer Hardware Servicing National Certificate II)
Trainings& Seminars
Attended:
VMware Certified Associate Workforce Mobility
October 31, 2013
VMware Certified Associate Data Center Virtualization
October 22, 2013
HDI Customer Service Representative (HDI-CSR)
HDI Customer Service Representative Online training, Aug.13, 2012
BOMGAR Representative Essentials,BOMGAR Representative Online Training,
BOMGAR University, Feb.21, 2012
Computer Servicing NCII, Computer Networking Career & Training Center
Doña Amparo Bldg. España, Manila, Jun.07-Jun.11, 2010