Oliver V. Cruz     
#172 Salazar St. Parada Valenzuela City, Philippines   
Mobile Number : +639054909098/ +639494059782 
E-mail : obheyme@gmail.com 
_____________________________________________________________________ 
 
 
 
QUALIFICATIONS SUMMARY 
 
● IT  Sr.  Specialist  with  almost  6  years  of  combined  experience  as  Systems  Administrator  and  IT 
Infrastructure  Operations,  IT  Helpdesk/Service  Desk,  Technical  Support,  and  In-House  Contact 
Center Operations. 
● Technical  Experience  in  the  following  Technologies;  Microsoft  System  Centre  Configuration 
Manager (SCCM), System Centre Operations Manager (SCOM), Scripting, automation, installation, 
configuration,  maintenance,  and  troubleshooting  of  Windows  2003/2008/2012/2016  servers 
Microsoft  Active  Directory  2008,  Microsoft  Exchange  2010,  Windows  Server  Monitoring,  Tuning, 
Troubleshooting, and Root Cause Analysis. 
● Troubleshoot  issues  related  to  VMware  (HyperV  and VM Vsphere), Virtual Desktop Infrastructure, 
Citrix  Applications,  Remote  Desktop  Connections,  SecurID  tokens,  Smart  Cards,  Check  Point 
Endpoint security gateway, Desktop/Laptop – Machine Rebuild. 
● Experienced with different Mainframe and Banking applications. 
● Troubleshoot issues related to (LAN) and Wide Area Networks (WAN). 
● Proficient  with  Microsoft  Office  System  (including  Microsoft  Word,  Microsoft  Excel,  Microsoft 
PowerPoint and Microsoft Outlook) as well as Microsoft Office Communicator and Lync  
● Proficient  with  Blackberry  Enterprise  Server  configuration,  Airwatch  Portal  and  Good  for 
Enterprise configuration and troubleshooting on both Apple iOS and Android devices. 
● Experience  using  corporate  IT  ticketing  tool:  CA  Service Desk Manager, Remedy, HPSM & Service 
Now. 
● Provides  quality  customer  service  via  telephone,  email,  instant  messaging/chat,  and incident or 
request  tickets  in a fast-paced environment as well as the ability to handle multiple tasks at once 
while delivering excellent results. 
● Flexible & Adaptable to work under pressure and in shifts changes 
● Reliable Employee who always displays professionalism at all times 
● Focuses on Service Quality, Problem Resolution and Customer Satisfaction. 
● Possesses a positive mindset, proactive, and a fast learner. 
 
 
 
Work Experience 
 
Senior Support Specialists (Work from Home) 
Kounta POS systems 
Sept, 18, 2017 - Dec 14, 2018 
 
● Have  enthusiastic,  positive  and  knowledgeable  interactions  with  Customers,  other  teams  and 
Partners 
● Provide support to Kounta Customers and Partners through a variety of channels 
● Enhance the Kounta Support Centre with new Knowledge Base guides, videos and FAQs. 
● Provide periodic assistance remotely with after hour and weekend support on a rotating roster. 
● Assist  with  the  identification,  reproduction  and  escalation  of  product  issues  and  bugs  to  the 
Quality Assurance. Track through to resolution with each customer and Partner. 
● Identify  and  drive  improvements  to  our  products  and  services  that  will  ensure  our  customers 
achieve success and drives improvement for your KPIs. 
● Capture  feedback  from  interactions  with  Customers  about  their  experience  to  inform  our 
development of the future of Kounta. 
 
 
 
 
Service Desk Analyst 
ANZ Global Services 
May 19, 2014 – Sept. 8, 2017  
 
Service  Desk  Analyst  (In-house  Contact  Center)  –  Served  as  Global  Technology  Service  Desk  for 
Australia  New  Zealand  bank  (ANZ).  Global Service Desk is a customer focused and fast paced first 
level  Service  Desk  providing  Technical  support  and  applying  Break/Fix  approach  within  the 
specified  SLA  (Service  Level  Agreement).  Support  is provided in the areas of software deployment, 
password  resets,  remote  connection,  network  administration  and  technical  diagnosis  and 
restoration of service for PC/LAN users. 
 
● Provides  software  support  (technical  and  functionality)  for  various  types  of  Banking 
Applications. 
● Handles  L1  issues on different hardware like desktops, laptops, docking stations, monitors, 
printers,  desk  phones,  Blackberry,  Apple  and  Android  devices  and  other  computer 
peripherals. 
● Processes  software  requests,  license  procurement,  software  deployment  via  SCCM  and 
SCOM handles post installation issues including application functionalities assistance 
● Handles  Outlook  related  concerns,  MS  Exchange  Server  issues,  Blastmails,  Spams,  and 
email  outages  (also  supports  Microsoft  Office  Communicator,  Microsoft  Lync,  and  Skype 
for Business) 
● Handles  Blackberry  Enterprise  Server  -  related  concerns  like  Enterprise  Activation, 
password  resets,  email  synchronization,  Good  for  Enterprise  and  Airwatch  installation and 
troubleshooting on both Android and Apple devices 
● Supports remote telephony functions for Cisco IP phone & Avaya phones. 
● Handles  Access  Modification  and  Administration  via  Active  Directory  including  password 
reset for Bitlocker and Guardian Edge, Account - Reset, Lock/Unlock, and Enable/Disable. 
● Provides  VDI  Support,  Citrix  Application  troubleshooting  and  other  remote  connectivity 
issues (MyDesk, ANZ Connect Smart Card, Checkpoint Endpoint Security, and RSA Token). 
● Performs local and roaming profile reset including Citrix Profile Reset. 
 
 
Technical Helpdesk Analyst 
Affiliated Computer Services, a Xerox Company 
May 21, 2012 – Feb. 15, 2014 
 
Service Desk Analyst – Served as Service Desk Analyst for Xerox, formerly ACS Philippines. It operates in 42 
countries  and  has  more  than  1300  offices  and  60,000  employees.  Provide  technical  assistance  to 
employees  of  Xero  in  relation  to  hardware,  software,  financial/banking  applications,  and  remote 
computing  issues.  Work  closely  with  other  resolver  groups  in  problem  determination  and  resolution. 
Gathers analyzes and reports daily open cases of the account. 
 
● Handles  basic  hardware  issues  like  printers,  monitors,  faxes,  desk  phones,  blackberry,  and 
computer peripherals. 
● Acts  as  a  Business  Segment Liaison officer (BSL), responsible for processing software installation 
requests, License procurement, Hardware machine, and peripheral deployment. 
● Handles  Outlook  related  concerns,  Exchange  Server  issues,  Blast  emails,  Spams,  and  email 
outages. 
● Handles  Blackberry-related  concerns  like  Enterprise  Activation,  password  resets,  email 
synchronization, remote telephony functions and International Data and Voice Roaming support. 
● Handles  remote  computing  issues  with  knowledge  in  Virtual  Machines  (VMWare),  Blackberry, 
iPhones, iPad, RSA SecurIDs and BES administration (Blackberry Enterprise Server). 
● Working within a TCP/IP network environment, including DHCP, DNS, and Ethernet. 
● Check  and  provides  access  to  different  tools  and  application thru Active Directory by adding the 
Necessary workgroup in the client’s Windows user profile. 
● Coached and mentored new employees in account policies and processes 
● Increased  colleagues’  knowledge  by  assisting  with  the  development  and  implementation  of the 
product-awareness program. 
● Received  outstanding  positive  comments  from  team  members  on employee reviews/feedbacks, 
as well as exceptional feedback from senior management. 
 
 
  
 
Technical Support Representative 
West Contact Services 
July 04, 2011 to Jan. 09, 2012 
 
● Main task is to provide troubleshooting steps for problems with internet connection and phone 
connection. 
● Schedule a technical dispatch if troubleshooting procedure fails. 
 
 
Technical Support Representative 
Aegis PeopleSupport, Makati City   
November 14, 2008 to July 02, 2011   
   
● Main task is to efficiently provide troubleshooting procedure for cordless landline telephones. 
Give out “how to“ procedures and make sure all problems are resolved. Process warranty 
replacement if troubleshooting fails. 
● Have maintained an above average SA & QA scores. Have consistently met client standards.  
 
Waiter/Server 
T.G.I. Fridays Kuwait City   
May 12, 2007-Nov. 04, 2008   
   
● Was responsible for greeting and seating guests, recording accurate guest orders, and using a 
suggestive selling approach. Responsibilities also included completing all side duties, stocking, 
and daily cleaning tasks. Assisted in the preparation of appetizers, salads, beverages and 
desserts. Collected payment from guests.  
● Developed  a  reputation  for  excellent  customer  service  by  acknowledging  guest  presence  and 
making  eye  contact.  Greeting  guest  in  a  friendly  manner,  and  giving  them  full  attention,  taking 
time to answer question or find someone else that could. 
● Achieved  highest  percentage  of  the  budget  (215%)  for  the  month  of  December, the highest ever 
achieve in all gulf region. 
 
Waiter/Server 
Applebees Bar & Grill, Jeddah, K.S.A.   
Dec. 13, 2002-Dec.27, 2004   
  
● Maintain  high  customer  service  standards,  handling  of  cashiering  responsibilities,  and  checking 
of  control  procedures.  Responsible  for  serving  all  food  and  beverage  items  according  to  use 
records  and  established  procedures.  Able  to  always  exercise  a  positive,  warm,  and  hospitable 
attitude. 
● Assist  with  seating  assignments  and  in  the  preparation  of  the  restaurant  for  service,  ensuring 
cleanliness  of  the  dining  area  at  all  times.  Answers  phones  and  take reservations, guide bussers 
to ensure optimum service to guests, answer questions and satisfy guests’ requests​. 
 
 
Skills 
Advanced proficiency with all Microsoft Office applications including Excel, Outlook, and Word​. ​Excellent 
interpersonal and verbal communication skills with customers, fellow employees, and managers. Ability 
to smile and display a professional appearance and attitude that constantly exemplifies excellence in job 
performance. Ability at working well with others while learning and exhibiting a positive outlook. 
Thorough knowledge in Micros/P.O.S. system 
 
 
 
 
Education 
Associate in Computer Science 
STI College, Tarlac City – 1998-2000 
 
 
Secondary School 
Our Lady of Lourdes Colleges– 1995-1996 
 
Primary School 
Tandang Sora Elementary School – 1986-1992 
 
Personal Information 
 
Height: 5 feet 8 inches   
Weight: 200 Lbs. 
Marital status: Married   
Birth date: October 06, 1979   
 
Interests and Activities 
Knows how to play guitars. Played bass guitar in a band before. Excellent in billiards. 
 
References  
Available on request.