Exequiel H. Pitargue

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Network IT Administrator

New Zealand

Exequiel Cipraino H. Pitargue

+ No. 4 Riverside Drive Riverside Village Pasig City 1608 ( 09150916109

* exequiel.pitargue@icloud.com

Summary of Qualifications

 

More than 6 years’ experience in administering Windows Server Systems

Experience  in managing user accounts, group accounts, Managing Files and Folders, Backing up Data, Managing printers, Managing hardware devices and Drivers and Monitoring Microsoft Window Server System.

Experience as a L2/L3 Helpdesk/IT Support activities primarily in a Windows Server, Windows Desktop (client) networking environment or a customer service role

Extensive experience in Active Directory management, including DHCP, DNS, and LDAP

Knowledge of TCP/IP networking, switches, routers and firewalls

Knowledge in Microsoft SQL server installation and configuration

With extensive knowledge in troubleshooting Apple Mac computers (client and networking)

Very strong communication and interpersonal skills with

Excellent analytical skills

Strong presentation skills

Crisis Management

Ability to motivate and cultivate the respect of others

Ability to influence others in a positive manner

Accepts ownership and accountability for business decisions

Strong Communication skills, written and verbal

Strong listening skills

Uncompromising integrity

Ability to interact with a wide variety of individuals, both internal and external, positively and effectively

Possesses strong, independent judgment skills, as well as the ability to make effective decisions quickly

Able to work in different shifts within 7 days/24 hours service time.

Creative problem solving skills facilitated through Root Cause Analysis (RCA),

 

Professional Experience

 

 

Concentrix

Technical Advisor L1 l2 and L3 level For Apple Mac computers and Apple Server systems

 

Mastery of the OSX systems from OSX Leopard to OSX El Capitan

Assist Businesses in configuring Mac Systems with Native Apple Server or Windows Server Systems

Assist Businesses and Private Owners in Software troubleshooting

 

Achievements: Constant Top performer in terms of first call resolution and Customer Service satisfaction

 

 

 

 

Transcom Philippines (November 2012 to December 2014)

 

Team Manager

 

Account: Talk Talk Telco

 

Help my advisors and train them to guide customers to perform Windows Server Active directory troubleshooting, wireless technologies, LAN Technologies. And other internet connectivity issues. .

 

Reports to: Operation Manager

 

 

Duties:

 

Directly responsible for managing product knowledge, quality and effectiveness of my team. Daily activities primarily focus on effective leading and managing a team of CSR to meet company objectives in all areas of employee, client and shareholder satisfaction. This especially includes the developing competencies of the CSRs and ensuring the behaviours are in alignment with the company’s vision. As a Senior Team Leader I thrive on the competitive nature of the sale while functioning as a front-line senior sales agent. In addition, I build customer loyalty by providing excellent customer service through the coaching and development of call centre agents. In addition I monitor the daily operations of the centre which includes process improvement, monitoring and managing staff performance, communicating openly and frequently, demonstrating integrity, and leading by example. As a Senior Team Manager I communicate with Client almost on a daily basis reporting the centre’s SLA rate, attendance and providing recommendations for better operations.

 

Weekly and end-of-day data reporting on team and individual Key Performance Indicators (KPI’s)

Tasks related to team management & development (mentoring, coaching, feedback-giving)

Provide floor support by taking in escalations

Maintain and monitor performance production, attendance and punctuality records, reviews and appraisal of staff

Monitor calls from customers to oversee the quality of service

Empowered to satisfy all customer needs

Promote professionalism throughout the workplace

Ensure adherence to company policies

Assist staff in handling unusual/difficult situations

Identify process improvements within the work flow and suggest resolutions to management

 

 

ACHEIVEMENTS: The Only Team Lead that has no Critical Fail for strait six weeks. The team became the no. 1 team in terms of Quality..

 

Top CSAT TEAM for the Month of December 2013

Overall TOP Team Lead for the Month of February, March, May and June and September 2014

 

 

Quest Marketing and Research Corporation December 2008 to October 2012

 

IT Manager

 

System Set up: One Domain Controller (Windows 2003 Server with 25 workstations Windows XP)

Five workstations dedicated to Upper management 15 for regular researchers and 5 for casual employees

 

 

 

 

 

 

Duties:

 

Managing and Maintaining the Domain Controller Server

·         Monitor and Analyse events

·         Manage software update infrastructure

·         Troubleshoot print ques

·         Monitor system performance

·         Monitor server hardware and software  bottlenecks

·         Monitor memory performance objects

·         Monitor network performance objects

·         Monitor disk performance objects

·         Manage Internet Information services

·         Implementing User account profiles and  properties

·         Files and Folders management

·         Password Policies

·         Group Scope and Allowed Objects

 

Managing and Implementing Disaster Recovery (very Critical since the Company is a Research and data intensive)

 

·         Implemented Automated System Recovery (ASR)

·         Created the ability to restore data from shadow copy volumes

·         Back up critical data into other forms of media

·         Configure security for back up operations

·         Verify the successful completion of back ups

·         Perform backups on a regular basis since new information comes in the servers everyday (critical role I do)

 

 

 

Siemens, Inc.  (February 2006 to October 2008)

 

Case Manager (Assistant Operations Manager)

Reports to: Toshiba Corporate Headquarters and Senior Operations Manager

Primary Applications Used: Siebel CRM, IBM System i (AS/400), Heavy usage of Microsoft Office Suite

 

Duties:

Tasks related to team management & development (mentoring, coaching, and feedback-giving) to Team Managers and agents

Provide floor support by taking in escalations of Team Managers and Agents

Monitor calls from customers to oversee the quality of service

Responsible for team quality of service

Empowered to satisfy all customer needs

Promote professionalism throughout the workplace

Ensure adherence to Toshiba Corporate policies

Assist Team Managers in handling unusual/difficult situations

Identify process improvements within the work flow and suggest resolutions to management

Managing two teams of Tech support representatives directly and directing their activities for the achievement of center targets and goals. (AHT, CSAT)

Managing the overall performance analysis of existing lists and programs.

Developing and supervising a team of representatives and preparing their performance reports.

Up skills Training of Staff as per business need

Directly in contact with Client on a regular basis to provide reports and discuss possible improvements for the growth of the business.

 

Front-office and back-office work for Toshiba.

 

Front office involves handling escalations of end-user issues, through effective diagnosis and investigative work. The issues include, but are not limited to: multiple repairs/ hazardous conditions, warranty disputes, replacement requests, and shipment errors/delays.

Back-office involves order processing, shipment tracking, extraction of cases, and e-mail support.

 

Technical Support Representative

 

Providing Technical Assistance for customer computer related issues

Assisting customers with technical troubleshooting steps to resolve computer related issues and providing helpful tips that will ensure customer satisfaction

 

 

Ambergris Solutions  (October 2003 to February 2006)

Coach (Dell Account)

Reported to: Operations

Primary Applications Used: Dell serve, MS Office Suite

Duties:

Weekly and end-of-day data reporting on team and individual Key Performance Indicators (KPI’s)

Tasks related to team management & development (mentoring, coaching, feedback-giving)

Provide floor support by taking in escalations

Maintain and monitor performance production, attendance and punctuality records, reviews and appraisal of staff

Monitor calls from customers to oversee the quality of service

Responsible for team quality of service

 

Empowered to satisfy all customer needs

Promote professionalism throughout the workplace

Ensure adherence to company policies

Assist staff in handling unusual/difficult situations

Identify process improvements within the work flow and suggest resolutions to management

 

Customer Satisfaction Key Analyst (Microsoft PC Safety)

 

 

Reports to QA Manager and Training Coordinator

 

Primary Applications Used: MS Office Suite

 

Conduct customer satisfaction surveys

Collate and analyse data from surveys done

Investigate root causes of dissatisfaction surveys

Preparing trend reports on customer satisfaction and identifying process improvement potentials

Recommend the type of training based on trend report to the training department

Provide recommendations to Team Leaders on what to focus on coaching sessions for continuous improvement of process

 

Customer Service Agent (Texas Utilities)

 

Reports to Team Leader

 

Duties:

Handling customer complaints resolving them in a way that will give customer satisfaction

Assist customer in resolving customer issues

Escalate calls to Team Leader if necessary

Stress Tolerance must always be done.

 

Achievements and Career Highlights: Number 1 agent for the Texas utilities account.

 

Homebest Development Corporation (January 2002 to September 2003)

Training and Development Officer

Reports to the Vice President

Duties:

Provide Marketing and Sales training for the entire sales force

Conducts Training Needs Analysis (TNA) and Pre & Post Training Evaluation

Ensure the proper conduct of agents

Promote professionalism throughout the workplace

Ensure adherence to company policies and procedures

 

Alexandra Resources (Own Company) (November 1999 onwards)

Corporate Secretary & Marketing Manager

Duties:

Conducts Training Needs Analysis (TNA) and Pre & Post Training Evaluation

Conducts Sales and Marketing Training for the entire Sales Force

Provide overall Marketing & Logistic Support

 

Manprom Incorporated – Batey Group Associate (October 1995 to November 1999)

 

Research and Development Officer / Account Manager

 

Reports to the CEO

 

Duties:

Manages Advertising campaigns

Strategic advertising for Clients

 

Conducts Market Research thru FGD and Market surveys

 

Collate and analyse data

Formulates advertising and promotional strategies based on data gathered

To gather data on competitor products

Conducts weekly meetings with Account Managers on current marketing trends and competitors.

Clients handled: Penshoppe, Singapore Airlines, Rustans Marketing, Store Specialist Inc., Rustans Supermarket, Minola Cooking Oil, and Tag Huer

 

Increased customer base by employing marketing and advertising strategies brought out by quantitative and quantitative market research. Like Penshoppe, RMSI and Singapore Airlines

 

 

 

 

 

Brand Asia Limited (March 1994 to October 1995)

Junior Account Manager

 

Reports to the Account Manager

 

Duties:

Assist Account Manager in Client meetings

Prepare Client call reports

Collate research done by various research agencies for advertising strategies

Assist Account Manager in formulating advertising and promotional strategies

Accounts handled: Foodsphere (CDO), Camp Marketing, Sugarland, Sunny Motors

 

Education

Bachelor of Arts in Communication – Collegio De San Juan de Letran (1991-1995)

Additional course of concentration Marketing, Advertising and Research

 

Microsoft Certified Network Engineer Certification – Computer Training Labs

 

Seminars Attended:

Seven Habits of Highly Effective People (2007)

Philippine Trade Training Centre on Basics of Exporting (2004)

Training the Trainers (2001)

Media Planning and Development (2001)

 

Personal Background

Born in November 12, 1973, Familiar with software applications in the MS Office environment such as Word, Power Point and Excel as well as IXLA Web Easy, Web artist and the internet. Configure and maintain Windows 2000 and 2003 Networks. Hobbies include reading books in various subject matters, Collecting novelty items, DVD and Compact Disc, Tarot Divination, Study of Movies and Meditation. Believes, smart work and team work are the best ways to get the job done.

References

 

Anya Cruz   – Operations Manager (Transcom Worldwide)                                                            (917) 5548783

 

Marc Arante – Operations Manager (Transcom Worldwide)                                                           (916) 6386422

 

John Kelly  – Corporate Case Manager (Toshiba America Information Client)                              (949) 461 4585

 

Derrick De Leon – Shift Supervisor (Siemens Inc.)                                                           (632) 7020200

 

Emerlina Espinosa – Human Resources Manager                                                                             (632) 6673068

 

 

 

Skills

  • Configuration
  • Installation
  • Leadership
  • Mantainance and administration
  • People Management
  • Public Speaking
  • Windows Server

Education

1991-1995

Communication Arts at Colegio De San Juan De Letran

1992-1993

Microsoft Certified Systems Engineer at Computer training Labs Ortigas Center

Experience

2015-2016

Technical Advisor L1 l2 and L3 level For Apple Mac computers and Apple Server systems at Concentrix

Concentrix
Technical Advisor L1 l2 and L3 level For Apple Mac computers and Apple Server systems

Mastery of the OSX systems from OSX Leopard to OSX El Capitan
Assist Businesses in configuring Mac Systems with Native Apple Server or Windows Server Systems
Assist Businesses and Private Owners in Software troubleshooting

Achievements: Constant Top performer in terms of first call resolution and Customer Service satisfaction

Nov. 2012-Dec.2014

Team Manager at Transcom Philippines

ACHEIVEMENTS: The Only Team Lead that has no Critical Fail for strait six weeks. The team became the no. 1 team in terms of Quality..

Top CSAT TEAM for the Month of December 2013
Overall TOP Team Lead for the Month of February, March, May and June and September 2014

December 2008 to October 2012

IT Manager at Quest Marketing and Research Corporation

System Set up: One Domain Controller (Windows 2003 Server with 25 workstations Windows XP)
Five workstations dedicated to Upper management 15 for regular researchers and 5 for casual employees

Managing and Maintaining the Domain Controller Server

Managing and Implementing Disaster Recovery (very Critical since the Company is a Research and data intensive)

February 2006 to October 2008

Case Manager (Assistant Operations Manager at Siemens, Inc.

Tasks related to team management & development (mentoring, coaching, and feedback-giving) to Team Managers and agents

Managing the overall performance analysis of existing lists and programs.

ront-office and back-office work for Toshiba.

Technical Support Representative

October 2003 to February 2006

Coach (Dell Account) at Ambergris Solutions

Weekly and end-of-day data reporting on team and individual Key Performance Indicators (KPI’s)
Tasks related to team management & development (mentoring, coaching, feedback-giving)
Provide floor support by taking in escalations
Maintain and monitor performance production, attendance and punctuality records, reviews and appraisal of staff
Monitor calls from customers to oversee the quality of service
Responsible for team quality of service

Empowered to satisfy all customer needs
Promote professionalism throughout the workplace
Ensure adherence to company policies
Assist staff in handling unusual/difficult situations
Identify process improvements within the work flow and suggest resolutions to management

Customer Satisfaction Key Analyst (Microsoft PC Safety)

Reports to QA Manager and Training Coordinator

Primary Applications Used: MS Office Suite

Conduct customer satisfaction surveys
Collate and analyse data from surveys done
Investigate root causes of dissatisfaction surveys
Preparing trend reports on customer satisfaction and identifying process improvement potentials
Recommend the type of training based on trend report to the training department
Provide recommendations to Team Leaders on what to focus on coaching sessions for continuous improvement of process

Customer Service Agent (Texas Utilities)

Reports to Team Leader

Duties:
Handling customer complaints resolving them in a way that will give customer satisfaction
Assist customer in resolving customer issues

Customer Satisfaction Key Analyst (Microsoft PC Safety)

Reports to QA Manager and Training Coordinator

Primary Applications Used: MS Office Suite

Conduct customer satisfaction surveys
Collate and analyse data from surveys done
Investigate root causes of dissatisfaction surveys
Preparing trend reports on customer satisfaction and identifying process improvement potentials
Recommend the type of training based on trend report to the training department
Provide recommendations to Team Leaders on what to focus on coaching sessions for continuous improvement of process

Customer Service Agent (Texas Utilities)

Reports to Team Leader

Duties:
Handling customer complaints resolving them in a way that will give customer satisfaction
Assist customer in resolving customer issues

Achievements and Career Highlights: Number 1 agent for the Texas utilities account.

January 2002 to September 2003

Training and Development Officer at Homebest Development Corporation

Reports to the Vice President
Duties:
Provide Marketing and Sales training for the entire sales force
Conducts Training Needs Analysis (TNA) and Pre & Post Training Evaluation
Ensure the proper conduct of agents
Promote professionalism throughout the workplace
Ensure adherence to company policies and procedures

November 1999 onwards

Corporate Secretary & Marketing Manager at Alexandra Resources (Own Company)

Duties:
Conducts Training Needs Analysis (TNA) and Pre & Post Training Evaluation
Conducts Sales and Marketing Training for the entire Sales Force
Provide overall Marketing & Logistic Support

October 1995 to November 1999

Research and Development Officer / Account Manager at Manprom Incorporated – Batey Group Associate

Manages Advertising campaigns
Strategic advertising for Clients

Conducts Market Research thru FGD and Market surveys

Collate and analyse data
Formulates advertising and promotional strategies based on data gathered
To gather data on competitor products
Conducts weekly meetings with Account Managers on current marketing trends and competitors.
Clients handled: Penshoppe, Singapore Airlines, Rustans Marketing, Store Specialist Inc., Rustans Supermarket, Minola Cooking Oil, and Tag Huer

Increased customer base by employing marketing and advertising strategies brought out by quantitative and quantitative market research. Like Penshoppe, RMSI and Singapore Airlines

Junior Account Manager

March 1994 to October 1995 at Brand Asia Limited

Assist Account Manager in Client meetings
Prepare Client call reports
Collate research done by various research agencies for advertising strategies
Assist Account Manager in formulating advertising and promotional strategies
Accounts handled: Foodsphere (CDO), Camp Marketing, Sugarland, Sunny Motors

  • Updated 3 years ago