Macario A. Tugade,Jr.

173 Wyandotte Ave

Daly City, CA 94014
Cell Phone: 650-452-5214
e-mail: macario_tugade@yahoo.com
OBJECTIVE:
Obtain a position of Desktop Support Specialist where the combination of my skil
ls and abilities will aid in the achievement of company's goal as well as my own
.
SKILLS
* Install, Move, Add, Change (IMAC) computer hardware and software
* Maintain and repair desktop and laptop computers
* Troubleshooting of computer's hardware and software failures
* Data backup and advance data recovery
* Switch and Router configuration
* Network Security
* Advance hardware configuration
* MS-Windows 9X/ME, Windows 2000/NT/XP, and Windows 7
* Linux Operating System
* Microsoft Word, Excel, PowerPoint, Access, Outlook
* MVS JCL (IBM Job Command Language)
* FileAid, VSAM, CICS, Endevor
* TSO/PDF/ISPF/, CA-7, CA-11, UCC8
* Oracle9i SQL, DB2, TRMS
* CA Intertest, CA Expediter, Remedy, Astea Alliance
WORK EXPERIENCE:
03/2006 - 01/16/2009 Decisionone Corporation, Devon, PA
Contracting under the account of United Airlines
SFO Airport, San Bruno, California
Specialist Customer Service Engineer
- Provided telephone and onsite technical support by performing installation, re
pair, and maintenance of desktop and laptop computers including printers.
- Troubleshoot software, hardware and network failures, identified root caused,
and resolve in a timely and accurate manner.
- Configured, upgraded, and relocated PC hardware, software and print devices.
- Provided phone and desktop support to users with LAN/WAN and/or VPN issues.
- Performed system backup, data recovery, disk capacity, E-mail administration a
nd network security.
- Cloned PC's and laptops using Symantec Ghost software.
- Performed software and hardware configuration across several platforms such as
Windows 9X/2000 and Windows XP.
- Update, track, escalate, and order necessary parts, close customer support cas
es as appropriate using ASTEA Alliance software.
- Ability to multi-task and prioritize multiple projects to meet deadlines.
- Ability to work well with other people in a team oriented environment and poss
ess excellent oral and communication skills.
- Self motivated, fast learner, and work with minimal supervision.
01/1997 - 01/2005 Electronic Data Systems
Contracting under the account of
American Automobile Association (AAA)
San Francisco, CA 94102
Information Associate
- Provided on-call support for the Mainframe Production Batch jobs.
- Performed software maintenance and troubleshooting.
- Wrote software test scripts and assisted software testers in the actual ex
ecution.
- Performed software testing in the Unit, Integration and Acceptance in the
Mainframe environment.
- Debugged application software and implemented changes to production.
- Provided support for testing of new as well as upgraded software.
- Participated in the documentation upgrade of all software in the mainframe
environment.
11/1992 - 01/1997 California State Automobile Association
San Francisco, CA
Lead Computer Operator
- Coordinated in all Computer Operations activities such as tape management,
hardware
maintenance, and monitored multiple Central Processing Unit (CPU) environme
nts.
- Supervised the execution of production batch jobs processing, monitored sys
tem
errors, resolved ABEND (abnormal end of job) using JCL, and rerun jobs with
CA-7/CA-11/UCC8.
- Identified potential problems before online production are impacted and esc
alated to
appropriate personnel for immediate resolution.
- Performed various tasks such as system IPL (Initial Program Load), vary
equipments online/offline, starting or stopping devices, executed the
spool offload or upload operations, and other related duties as assigned.
- Directed and trained less experienced operators.

EDUCATION:
Advanced Computer Repair/Network Technician Specialist Certificate
American Business College International, 650 North King Rd., San Jose, CA 95133
Computer programming, Cisco Networking (intro to LAN), and Oracle 9i SQL
Skyline College, San Bruno, CA
COBOL Programming
City College San Francisco, CA
Electrical Engineering
University of the East Manila Philippines
University of Phoenix (AXIA College)
Information Technology/Networking - ongoing
DELL Certifications:
Foundation 2007 Desktops - 08/09/2007
Foundation 2007 Portables - 08/04/2007
Trusted Advisor for Field Service - 07/23/2007
DSP - Customer Experience V.2.5 Certification - 07/21/2007
A+ Certified Professional - 12/29/2005
References
Paul Stann
Customer Service Engineer Team Lead
Decisionone, Corp
United Airlines SFO Account
800 South Airport Blvd
San Bruno CA 94128
Phone: 650-740-0038
Fred Behan
Project Manager Application Software Special Projects
Electronic Data Systems (EDS)
150 Van Ness Avenue
San Francisco, CA 94102
Cell Phone: (925) 858-2962
Ray Bambao
Supervisor Computer Operations
California State Automobile Association (CSAA)
150 Van Ness Avenue
San Francisco, CA 94102
Phone: (415) 672-1050