Ronaldo Celedonio Jr. M. Bautista	
		
Education		
Qualifications	Bachelor Of Science in Computer Science	

University of Perpetual Help Las Pinas, Philippines, 2003	

Thesis Title: Movieworld, 2003	

Bachelor Of Science in Major in Aviation	

Airlink International Aviation College, Philippines, 1997	

Thesis Title: Air balloon, 1997	

Languages	English	
Fluent	

Tagalog	
Fluent	

Professional experience	
Profile	For	
Key Skills	- PC/MAC Desktop/Mobile Hardware and Software troubleshooting/Configuration/Setup thru phone/chat/email/remote access
- Basic Networking connectivity (Wired and Wireless)
- Proficient in MS-DOS, Windows 98, Me, 2000, XP, Vista and Windows 7
- Basic knowledge in Macintosh OS 8,9,X.X
- Communication and Negotiating skills with team members/end users with regards to issues/updates
- Problem solving skills
- Basic Knowledge in MS Office
- Decision making
- Perform system backups and recovery.

	
		
Career History	
10/2018 – Present

Backup and Recovery Admin/Systems Administrator
- Perform and configure daily backup and last resort recovery of Client servers as resiliency in case of sudden/unforeseen issues encountered
- Manages Backup and Recovery Application (Spectrum Protect and Networker) by providing daily health checks and maintenance for the application’s proper operation.
- Reports to Client the daily backup status and remediates failed Client server backups 

06/2017 – 10/2018

Incident Manager
- Manage/Drives high priority incidents from occurrence to immediate resolution
- Coordinates with support groups for resolution of high priority incidents
- Provides status reports to Client/s of high incident issues and root cause analysis.
- Reports to Problem management the re-occurrence of all high priority incidents for permanent solutions
06/2014 – 06/2017
IBM Solutions Delivery, Philippines
Onsite Team Lead
- Manage manning of onsite engineers(PC/mobile support) for the client as well as major activities supporting 24/7 sites
- Acts as focal contact of onsite engineers / incident managers on a High severity/priority tickets on Commissary sites (Metro South covered by IBM)
- Assists other resolver groups (activities) within the company in performing tasks in information gathering/implementation of policies
- Ensures metrics are met (Service Level Agreement) as well as client satisfaction
- Provides quality monitoring of onsite engineers compliance to process
- Assists/Point of Escalation in troubleshooting unresolved PC/mobile issues

	

10/2012 - 03/2014
IT consulting
System Administrator
-Manages Exchange, Outlook 365, Active Directory (AD) and other Windows services.
-Provides full hardware/software support thru email and remote desktop to US based Small  and medium enterprises (SMEs) or small and medium-sized businesses (SMBs)
-Troubleshoot/Iosolate networking devices such as Business printers/scanners, consumer routers, PC, MAC, and other mobile devices
-Provides feedback and advise to clients regarding future operability/compatibility of both hardware and software to decrease downtime and delays.

06/2006 - 10/2012
BPO
Helpdesk/Subject Matter Expert
-Providing assistance to Level 1 Technical support  ensuring proper process, resolution and customer satisfaction
-Handles Escalation calls (Complaints, Feedback, and Level 2 technical support) from Level 1 Technical support
-Provides feedbacks and suggestions to client for improvement of account processes and agent’s metrics
-Handled support tools maintenance of Sykes Client
-Reports / Assists / Provide support on software for any issues encountered by Level 1 Technical support
-Create logs and reports on top call drivers on a daily basis
-Includes duties and responsibilities of Technical Support Representative
-Provides support to IT personnel on workstation audit  and maintenance	

05/2005 - 06/2006
BPO
Techinical Support Representative
-Provided assistance to customers regarding DSL, Dial-Up connectivity, internet browsing, and email for offshore ISP
-Basic network troubleshooting including modem router setup with Wireless Connectivity
-Basic PC troubleshooting

01/2005 - 01/2005
BPO
Customer Contact Associate
-Provided customer service and upselling for offshore Telco	

05/2004 - 01/2005
BPO
Techinical Support Representative
-Provided technical  assistance to customers having PC software and hardware issues through phone for offshore PC/electronics manufacturer
-Provided technical  assistance to customers having Cybershot Digital Camera issues through phone  for offshore PC/electronics manufacturer
-Provided technical assistance to agents to ensure proper process, resolution, and customer satisfaction	

		
		
Assignment History	05/2004 - 12/2004
8 months
SONY
-
Project Description: 
-Provided technical  assistance to customers having PC software and hardware issues through phone for Sony USA
-Provided technical  assistance to customers having Cybershot Digital Camera issues through phone  for Sony USA
-Provided technical assistance to agents to ensure proper process, resolution, and customer satisfaction

Contribution: -Gained other troubleshooting steps in Laptop/Desktop/mobile devices
-Provided assistance to other technical support represenatives for troubleshooting advise