Al John Fajardo

• 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

Mohawk College - Computer System Technician Network Systems: 2023

University of the East - Bachelor of Science in Information Technology: 2014