GERALDO B.

QUIZON
Blk 4 lot 17 Mani Street, Golden Acres
Talon Singko, Las Piñas City
+63 905 257 1561
quizon_gb@yahoo.com
Quizon_gb@hotmail.com

Summary

Currently studying for CCNAv3 R/S certification.

Looking for challenging duties in an expert environment that makes use of my analytical,
problem-solving abilities, expertise and specialized information, for the mutual development of
my career and the business.

Flexible, creative and highly motivated. Resourceful and a team player.

Technical Skills

Hardwpare: Software:
Cisco Catalyst switches 2960-x series Cisco IOS ver 12.4.25d
Cisco Routers: 1841, 2810XM,3725 and 3745 Windows Server 2012 Active Directory, GPO,
MS Office 2010 and 2013
Windows 7, 8, 8.1 and 10 Operation systems.
VMware Workstation
GNS3 and WireShark
Citrix
RSA

WORK EXPERIENCE
November 23, 2015 - Current
1. Ocwen Business Solutions, Inc.,
Position Title (Level) : Technical Helpdesk analyst
 Receive, log, and manage calls from internal staff via telephone, email, chat, and web
submissions regarding IT issues and questions
 1st and 2nd line support - Troubleshoot IT related problems from in-house software and
hardware, such as Laptops, PCs and Printers
 Troubleshoot network connectivity issues, VPN authentication and citrix desktop issues
 Create knowledgebase articles when new information is learned that could be useful to
the desk
 Active Directory - Create user accounts, reset passwords,

Position: Shift Lead

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  Provides floor support to agents and assists according Technical Knowledge base and
Processes.
 Communicates with support teams and other departments for process updates.
 Manages staffing and assists in PTO approvals
 Collaborates with other Shift leads and QA in handling compliance Service Desk
Compliance issues.
 Sends daily, weekly, and productivity reports.

2. Xerox (ACS Philippines) (November 18, 2013 – November 23, 2015)

Position Title (Level) : Technical Helpdesk analyst
 Provides phone, email, and chat support for client/customer having desktop or laptop
issue
 Identifies issues and logs ticket and escalate to respective support team

Additional tasks:
- Oversee and managed email tickets sent to helpdesk queue and assigned to co-analyst
ensuring that ticket is responded on time
- Sends end of daily reports, weekly and month end reports of number of tickets handled.

3. Convergys Corporation Philippines (August 22, 2011 – October 11, 2013)

Position Title (Level) : Technical Support Representative (Australian Telco)

Technical support:
 provides phone support to client customer wireless broadband connection
 create problem ticket and dispatch to respective fixer group
 configure and troubleshoot customer’s pocket wifi and usb wireless broadband devices
with customer’s personal computer, email setup and troubleshooting for windows, mac, ios and
android

SME (December 2011)

 provides product and call handling support for transition agents

 listen and evaluates calls
 help transition agents attain their goals by coaching and solution planning
 recommends transition agents by validating evaluated calls

A-TL (Nov 2012-Jan2013)

 Assist Team Leader in managing the team
 monitor the teams score and provide coaching for areas of opportunities
 monitors the headcount and call queue as part to ensure agents adheres to their
schedules and answer the calls on time.

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4. Startek May 2010 – August 2011
Position Title (Level) : Customer Care Representative

•Responds to customer inquiries regarding service, billing, equipment, features, activations,

and/or changes to account information taken via telephone, mailings, fax, or e-mail.

Additional Position: A-Bay Coach

• Assigned to group of newly hired agents transitioning to production
•evaluates agents either real time or recorded and provides coaching to help the agent in
meeting their metrics.

5. Telephilippines (Sep 2009 - Apr 2010)

Position Title (Level) : Technical Support Agent L1

Supports Verizon High Speed Internet

- Provide phone support for the residential DSL service from new customer set-up to after
sales technical support of Verizon Verizon High Speed Internet.

5. MOL Logistics Phils., Inc. (July 2008 - Aug 2009)

Position Title (Level) : Technical & Helpdesk Support
- Responsible in monitoring server/network, telecommunication.
- Responsible in handling back-up procedures on a regular basis.
- Responsible for monitoring network firewall
- Responsible in receiving complaints from the users and process diagnostics and repairs.
- Responsible in coordinating with service providers regarding services request. (e.g , ISP,
Computer hardware and peripherals suppliers)
- Responsible in conducting regular preventive maintenance.
- Responsible in updating anti-virus/operating system.
- Any other duties as may be assigned by the superior from time to time in any particular
location.

Education

November 12, 2016 Whitelogic IT Solutions

Completed CCNA Routing and Switching Bootcamp
Covered: 100-105 and 200-105

2003 – 2005 PARAÑAQUE CITY COLLEGE OF SCIENCE AND

TECHNOLOGY
Two-year course in Information Technology, Major in
Computer Programming, April 2005.

1999 – 2003 PARAÑAQUE NATIONAL HIGH SCHOOL

High School Diploma, April 2003.

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1999 San Agustin Elementary School. (Moonwalk,
Parañaque) Elementary Diploma, April 1999.

PERSONAL BACKGROUND
Born on April 4, 1986 in Parañaque City, Philippines. Demonstrate sound
writing and speaking skills, both in English and Filipino. Knowledgeable in WINDOWS
OPERATING SYSTEM (Server and Workstation), MAC OSX and iOS, MICROSOFT OFFICE,
VIRTUALIZATION, COMPUTER DIAGNOSTIC/REPAIRS and NETWORKING:
 Installation and set up of CISCO routers and switches
 Cisco Router and Switches IOS Backup and Recovery
 Full Command in Inter-VLAN Routing (Trunking, VTP, STP, Portfast and BPDU Guard)
 Implement Switch security using Port-security and DHCP Snooping.
 Switching, Standard Access-list, Extended Access-list and Vlans Configurations.
 Basic of Multi-Protocol Label Switching (MPLS)
 Working knowledge of Voice over IP (VoIP)
 Sound knowledge of OSI 7 Layer Model, TCP/IP, DNS, DHCP, TFTP.
 Knowledge of LAN technologies, Switches, Cables, Bridges
 Good working knowledge of routing protocols such as RIP V1/V2, OSPF, IGRP and
EIGRP
 Experience of IP addressing, administrating subnets and various routing models
 Sound knowledge of WAN technologies such as PPP, Frame-relay, dedicated T1s, ISDN
and Routing Protocols: OSPF, EIGRP, IGRP, RIP and RIPv2
 Familiar with the setup and basic configuration of Cisco 2950, 2960 Switches
 Implementation of HSRP and DHCP,
 Experience of configuring and monitoring CISCO 2500,2600 and 1800
 Understanding of how to configure WAN Protocols, including HDLC, PPP and MPLS
 Knowledgee of implementing SNMP on various devices, allowing for network
management
 QoS implementation (LLQ, RED, WRED and ECN)
 traffic filters through the use of IP Access Lists.
 PPPoE and NAT Configuration
 Set up and configuration of remote access solutions including GRE Tunneling
 Etherchannel link aggregation using PagP and LacP
 Configure HSRP
 Design and implementation of LAN/WAN, using Cisco routers, hubs and switches

REFERENCES Available upon request.

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