Eugene Peña Palad

• Managed time efficiently in order to complete all tasks within deadlines.
• Supporting and maintaining all self-checkout hardware and services onsite break-fix call out as per the client's requirements.
• Onsite deployment for a range of payment system upgrades, including full integration with POS systems working with customers to identify problems and advising on the solution.
• POS Installations, Integration, testing, repairing, and troubleshooting hardware and software.
• Provides onsite training, advice and configuration for merchants.
• Builds and strengthens working relationship with relevant internal stakeholder to assist in effective resolution of customer faults.

• Acted as part of a team providing a single point of contact for IT-related services and support
• Ensured software and hardware solutions performed efficiently and operated to expected levels of reliability, availability, and performance to avoid negatively impacting other information systems or business operations
• Provided relevant and detailed call logging to various support level to ensure calls were resolved in a timely manner
• Coordinated third-level support with the wider IT team and/or liaised with external vendors as required to achieve call resolution in accordance with the SLA
• Provided on-call support for systems outside of business hours as required
• Delivered high-quality, professional, prompt, and efficient Level 1 - Level 2 application and network support in accordance with the IT Services Level Agreement (SLA)
• Served as the primary internal escalation point for the team, responsible for problem resolution and complex troubleshooting, providing L1 & L2 technical support
• Mentored and trained team members when needed
• Supported Microsoft 365-related requests, Intune and Entra related configuration, application deployment, troubleshooting, and fixes
• Delivered various technology support and configuration in a hybrid environment
• Contributed to business process improvements by implementing automations that simplified business processes
• Performed other duties as required

• Assisted in the configuration, testing, and maintenance of the campus ICT networks
• Conducted research and development for the group's office ICT requirements
• Provided and implemented network design and improvements
• Set up servers, configured, and deployed network services
• Created user profiles and corresponding accesses
• Delivered technical support to group offices and site campuses remotely; responded to their inquiries and IT support needs
• Provided testing, maintenance, and procurement of software and hardware requirements
• Assisted in the installation of new and existing software across the network
• Provided various technical support services for all users, including tutors, support staff, students, and guests
• Assisted in the maintenance and utilization of the campus CCTV, telephone, and printer systems
• Implemented and managed digital signage content using open-source systems
• Maintained an accurate and up-to-date technical inventory
• Monitored the helpdesk system and responded to users' technical requests and needs

• Provided system and hardware support to users
• Offered wired and wireless network accessibility to desktop, laptop, and mobile users
• Configured and managed print servers for network central usage and sharing
• Assisted in planning innovations for information systems in the office
• Conducted ongoing cost/benefit analysis on IT service areas
• Identified opportunities for office information systems improvements
• Provided on-site support for desktop and laptop users
• Configured, and maintained Fortigate UTM Firewall
• Troubleshot and resolved network-related problems to improve system downtime prevention
• Detected and responded to alarms and problem indicators
• Installed and configured network-attached devices, such as network-shared printers and switches
• Provided fixes and solutions to reported PC and printer issues
• Reinstalled OS, application programs, and PC antivirus software
• Controlled user access and privileges to the office system
• Monitored and audited compliance with the defined security architecture

• Integrated AV equipment with computer systems
• Programmed automation using Crestron, RedEye, and AMX Control Systems
• Assisted in the installation of 9 audio, conference room, and video systems
• Managed file servers, print servers, and user file backups
• Installed and managed office computer software and provided IT support

• Configured and managed domain controllers, AD, and GPO for network security
• Installed, configured, and managed Exchange servers and mailboxes
• Performed SQL backups and managed Veritas Backup Exec
• Administered ISA server, web policies, and Citrix applications
• Configured print servers, Hyper-V, and managed antivirus and WSUS servers
• Managed Navision databases, LAN/WAN, and VPN
• Troubleshot network and server issues and managed POS systems

• Planned and implemented IT innovations for the hotel
• Conducted cost/benefit analysis and identified IT opportunities
• Managed domain/workgroup user accounts, DHCP, DNS, and email
• Monitored network performance and implemented security measures
• Installed and maintained POS systems and network devices
• Developed and monitored disaster recovery and security breach response plans

• Provided IT support to PC users
• Resolved network connectivity issues and conducted training
• Managed Windows 2008 R2 servers

• Provided IT support to PC users
• Troubleshot network issues and performed data synchronization and backups