Workplace Engineer / IT Project Administrator

QAR 8,000

To secure a challenging position that will enable me to effectively utilize my leadership, technical and communication skills, educational background, and ability to work well with people to enhance both internal and external customer experience. Open to venturing other available related positions.

• More than 12 years of successful experience as a Dell Technical Support Representative / Resolutions Specialist / Subject Matter Expert / IT Service Desk Associate / Incident Response Analyst / Workplace Engineer / IT Project Administrator
• Broad experience with computer troubleshooting, both hardware and software (PC and Mac)
• Knowledgeable in various operating systems: Windows XP, Windows 7, Windows 8/8.1, Windows Server 2003 and Windows Server 2008.
• ITIL v.3 Foundation Certified, Comptia A+ Certified and DCSE Certified Technician
• Expert knowledge and abilities in oral and written communications
• A person with a solid commitment to accomplish tasks, energetic, hardworking, proactive, honest, a team player, a very fast learner and with a good sense of humor
• A consistent performer and high-flyer in his previous companies
• Ability to train, motivate, and supervise employees

Listing ID: 20355e4547bd4f37

Additional Info

First NameLeslie Warren
Last NameEstolas
EducationBachelor of Science
Field of StudyElectronics and Communications
College or UniversityDon Bosco Technical College
Time Period1997-2002
Job TitleWorkplace Engineer / IT Project Administrator

Work Experience


Thomson Reuters Philippines, Taguig City, Philippines
September 1 2009 – February 28 2015

Workplace Engineer / IT Project Administrator – Internal Services (2009 – 2015)
• Serves as the second line of escalation for User and Desktop support issues within the company (via calls, emails and Service Manager 9 ticketing system)
• Monitors Service Manager 9 service requests/incidents and attends to them in a timely manner
• Checks the Internet, Intranet and Servers on a daily basis
• Escalates issues with the Internet, Intranet and Servers to the resolving group
• Troubleshoots and escalates network and wireless network issues
• Performs test calls per shift to monitor and escalate Voice issues
• Knowledgeable in various operating systems: Windows XP, Windows 7, Windows 8/8.1, Windows Server 2003 and Windows Server 2008.
• Knowledgeable in various application such as: Active Directory, EMS Plugin, Norton Ghost, Symantec Enterprise Vault, Patchlink, System Center Configuration Manager, Systems Management Server, Fuji Xerox ApeosWare EasyAdmin, MS Office, MS Visio, Adobe software (i.e. Acrobat, Photoshop, Lightroom, Reader), Blackberry Desktop Manager, Dameware NT Utilities, Real VNC, TrendMicro OfficeScan, VMWare, Webex, Cisco Wireless Control System
• Knowledgeable in Thomson Reuters products and financial application troubleshooting such as 3000xtra,ThomsonOne, Eikon, Datastream, SDC Platinum, Research in Motion Blackberry Simulator, OIS Agent, OIS Admin, Checkpoint SecureRemote, IME Nortel Contivity, Microhedge, xManager, Reuters Messaging, Cisco AnyConnect, Cisco Webex Connect, Website Watcher, Arbortext, Cisco Agent Desktop, Siebel, Impact 360, etc.
• Helped the Voice team create call-out access codes for new users using Cisco Call Manager in 2009-2010
• Helps patch data and voice ports in the access switches
• Helps create / manage printer accounts in Fuji Xerox Auditron
• Troubleshoots printer issues (Fuji Xerox and HP) and reports them to the vendor if necessary
• September 2011 – was assigned to provide training and spearhead the Global Remote Support team based in Bangalore, India in which he received a Thomson Reuters special award on that same year
• As a Local Site Admin / APAC SWAT Team L2 (2013 – 2014 ONE DOMAIN PROJECT)
o Spearheads the ONE Domain project in the Manila sites
o Attends the daily and weekly meetings regarding the ONE Domain project and cascades the updates to the whole Workplace team
o Spearheads the TEN migrations of the users’ accounts and machines in the Manila sites
o Teaches the Workplace engineers and contractors how to do the TEN migration
o Collates and troubleshoots issues regarding the TEN migrations and reports them to the Project team
o Received his second TR special award for this initiative

eTelecare Global Solutions / Stream Global Services, Quezon City / Mandaluyong City, Philippines
April 21 2003 – August 28 2009

Incident Response Analyst (2007 – 2009)
• The main POC for service impacting issues affecting a specific group or site wide outages
• Provides timely investigation and assessment of the severity of the incident
• Spearheads critical / business impacting issues to resolution
o Sets up a conference bridge for the outage
o Makes sure that the correct resolution group is on the conference bridge for faster problem resolution
o Maintains and restores business continuity by reporting and escalating the incident to proper channel (timely escalation of the incident to platform owners for faster issue resolution)
• Makes sure that a Problem / Severe issue is owned by a platform owner for every IT infrastructure outage that affects operations’ productivity
o Ensures that actual resolution of a problem is provided by the Platform Owner
o Seeks assistance from appropriate resources if necessary
o Ensures that Platform Owners provide regular updates to Service Desk / Business or IT Audience on progress of resolution
• Controls and manages the incident
o Evaluates, and prioritizes incoming telephone, voice mail, e-mail, from multiple users experiencing problems with hardware, software, networking, telephony and other IT-related services
o Interviews users to collect information about the problem and leads users through diagnostic procedures to determine the source of error wherein we ensure the proper recording and classification of problems encountered
• Timely notification of the incident to the Business impacted (Program Leaders, Client Managers, Site Directors, Service Delivery Heads) and to the IT Heads (During Outages we ensure that the notification has been sent to Business side and IT Heads)
o Notification Process includes:
 Email Notification
 Phone Notification
 SMS Using Globe TxtConnect or the IRT Cellphone
• Monitors and provides updates on on-going IT-related issues that affect the company's revenue
• Ensures that the Platform Owners create Post Mortem reports after problem resolution and follow through on action plans to meet committed target dates
• Main group in communicating Technical Advisories to the Business Side, which includes
o Informing Client Managers and Program Leaders about the change
o Getting approval from Client Managers and Program Leaders
o Gather testers from all sites if needed
• Manages a Technical Bridge for Technical Advisories and coordinates updates to the business and to IT side
• Serves as a back up in proactively monitoring equipment alerts from monitoring tools to prevent possible issues (monitors applications, systems, servers, voice and data infrastructure and Data Centers using industry standard monitoring tools and manual diagnosis)
• Efficiently documents all change requests and severity issues
• Reporting tasks
o Weekly Severity Report
 The main goal includes: To track / update outstanding Sev1, 2 and 3 issues
o Logs issues in White Ark – Severity repository site
 Part of Incident Response Team’s responsibility is to upload all Severity issues to White Ark, a repository site for all severity issues. This is used for reporting purposes
o Sends out Monthly Severity 3 report for tracking purposes
 To collate all Severity 3 issues for the month
 To calculate and identify External and Internal monthly outages
 To calculate and identify Monthly Outages per site
o Sends out a report of Weekly Severity 1, 2 and 3 outages for tracking purposes
 To collate all Severity 1, 2 and 3 issues for the week
 To calculate and identify External and Internal weekly outages
 To calculate and identify Weekly Outages per site
o Post Mortem weekly report
 To collate all Severity 1 and 2 issues for the month
 Updates and makes sure that the severe issue is handled by the correct Platform Owner
 To generate a weekly Pending Post Mortem Report to be submitted to the Platform Owners
 Sends a weekly follow up for Platform Owners regarding Post Mortems that haven’t been submitted yet
 Collates all Post Mortems submitted and saves them in a single repository shared folder
 To update the ticket, notification and upload Post Mortems to White Ark
• Collates and Disseminates all Program schedules
• Collates and Disseminates all Business Contacts
• Performs work according to established policies and procedures
• Performs miscellaneous job-related duties as assigned
• Manages Internal Severity Issues Database

IT Helpdesk Associate (2006 – 2007)
• Assisted eTelecare end-users with their IT-related concerns via phone and email support
• Provides escalations to Tier 2 support if IT-related limitations arise (onsite troubleshooting)
• Informs clients and end-users of IT activities
• Escalates issues to client’s Service Desk for any IT related issues experienced within the eTelecare network
• Uses the following tools to be able to provide support to the end users:
o Altiris
 Submits incidents to be endorsed to tier-2 support
 Tracks incidents submitted that require further information for processing
 Remotely connects to workstations for troubleshooting
o Avaya CMS
 Modifies the skill set assigned to the CMID
 Views and generates reports
o Active Directory
 Adds/Removes security memberships which will define network resource access
 Adds/Removes membership from Exchange Distribution Lists
 Performs password reset of the NT accounts of end-users
 Unlocks NT accounts
o Person Maintenance
 Adds/Removes security membership which will define network resource access
 Modifies entry for the Special Projects login
o Uses Real VNC to remotely connect to computers for assistance on the ff:
 Application usage tutorial
 Installation/Removal of application
 Rejoining computer to the domain
o Avaya Site Administration
 Changes password for the CMID
 Performs agent or station trace
 Views switch membership of a certain phone extension or agent CMID
 Modifies the skill set assigned to the CMID
o Uses Remote Desktop to access the following tools:
 Person Maintenance
• A tool which is similar to Active Directory which is mostly used for US Based employees
 Agent Reset
• A tool being used to reset agent logins stuck in the dialer
o MS Outlook
 Assists end-users in setting up their Exchange Accounts in their workstations
 Add/Removes Distribution list memberships via Global Address List

Vista Subject Matter Expert – Dell (2005 – 2006)
• Provided technical updates regarding Windows Vista both to the Dell clients and to the front-line tech support in Dell Operations
• Conducted training and coaching sessions
• Took escalations, provided and ensured resolutions in behalf of the Dell agents
• Created day-end/weekly reports and provided analyses of Windows Vista issues to both Etelecare and Dell managements

Team OIC (2005)
• Managed 10 Dell CTS Technical Support Representatives for 1 quarter
• Drove performance of direct reports on a daily basis by setting clear goals, monitoring, coaching, and developing action plans leading to continuous performance improvement
• Listened and rated inbound calls of the agents (QA)
• Handled technical escalations of Dell customers

Dell Technical Support Representative (2003 – 2005)
• Dell Certified Systems Expert in Desktops and Portables
• Provided technical support for Dell Dimension, Inspiron, Latitude, Optiplex Computers and Wireless under the Dell CBG and HSB accounts
• Received quality training and was able to meet the metrics required by the company and the client
• Well experienced in good customer handling