Al John Fajardo
Services provided: Customer Support Representatives
About Al John Fajardo:
Dedicated and detail-oriented System Administrator/IT Support/IT Change & Release Manager with a solid foundation in IT operations and a proven track record of ensuring the smooth functioning of IT systems. Seeking a challenging position to leverage technical expertise and contribute to the efficiency and reliability of organizational infrastructure.
Experience
- Ministry of Public and Business Services Delivery – IT Support Officer Jan 2023 – Sep 2023
- Fill in for in-house IT services as needed such as installing/upgrade/configure software, resolving problems in some of the applications such as office365, resetting password on active directory, computer reimaging, and rejoining domain
- Provided prompt and effective support to staff and clients through face-to-face or telephone interactions.
- Produced procedural documentation and reports to enhance support processes.
- Analyzed and troubleshooted complex technical support incidents and problems for clients, ensuring timely resolution in accordance with SLA contracts.
- Security Bank Corporation – IT Change/Release Manager Sep 2020 – Nov 2021
- Creating and managing end-to-end deployment plans for scheduling, planning, and controlling the deployment process in User Acceptance Testing (UAT) and Production Environment
- Identified potential risks, anticipated points of resistance, and performance gaps, developing specific risk response strategies and plans at the program/project level.
- Managed day-to-day operational aspects of the change scope at the program/project level.
- Planned for transition to "business as usual," striving for new and innovative ways of delivering successful change and adoption.
- E-horizon Pte Ltd – System Administrator Jan 2018 – Sep 2020
- Administered and maintained Windows and Linux servers, showcasing proficiency in managing diverse server environments.
- Supported the resolution of issues with business applications, system access, desktop hardware, and network communication, ensuring minimal disruption to operations.
- Actively participated in cloud deployment, migrations, and management, contributing to the successful implementation of cloud-based solutions.
- Designed and developed automation/orchestration tools to enable efficient deployment and management of cloud platforms, enhancing operational efficiency.
- IGen Technologies Inc. – IT Support Mar 2017 – Jan 2018
- Provided crucial support during peak request volumes, ensuring seamless operations for Customer Service Agents.
- Acted as an escalation point for advanced help requests, demonstrating expertise in resolving complex technical issues.
- Built strong rapport with service desk customers, contributing to a positive and collaborative support environment.
- Efficiently recorded, tracked, and documented incident-solving processes, ensuring clarity and completeness in resolutions.
- Wipro Technologies – IT Change/Release Manager Aug 2014 – Feb 2017
- Coordinates with different support units to ensure a smooth and efficient implementation of changes for both UAT and Production environments
- Provides support to client in maintaining the integrity and availability of production systems while deploying new software for both Windows and UNIX systems
- Facilitates Production deployment planning and execution along with detailed reporting in regard to release status
Education
Mohawk College - Computer System Technician Network Systems: 2023
University of the East - Bachelor of Science in Information Technology: 2014
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