Download PDF

MICHAEL Sean Aunario

End User Support Engineer at Philip Morris International Asia Ltd

About me

Looking towards a career advancement in the IT industry.  With over 8 years within the airline and office IT infrastructure, there has a been a great exposure to work in very large and compact environments and the skills it bring only enhances my desire to add more responsibilities to match the demand of the growing IT market.  I am independent, a self-starter, can operate with brief instructions, a team-player, can communicate with clients to the top-level management.  I have managed to learn through failure and not afraid to go through many for the in order to optimise my workflow and skillset to achieve my goals.

Certification

ITIL Foundation Certificate in IT Service Management

Availability/Reference/Salary

Availability:  

Immediate

References:  

Connie Yip (End User Team Lead) - [email protected] (Reference Letter on Hand)

Roger Slagle (Director of Sales) - [email protected]

James Arnold (Director of Reduced Risk Products) - [email protected]

Stefano Agostini (Lawyer at Philip Morris International) - [email protected]

Salary:

Current: HKD 21,000 (with 13 month gratuity bonus)

Expected:  HKD 25,000 or negotiable 

Skills

IT support (Windows/Android/iOS/Win Server 2012)

General usage, office troubleshooting, asset management, security patching/logging/reporting, mobile contracts, IP phones, network patching.  Eyes-and-hands person for escalating team (sharepoint, network, Citrix, etc)

Project co-ordinator multi-region

Digital Signage, OS migration, firewall, network, printer, inter/intranet configuration and 3rd party equipment/vendor support installation (conference "smart" rooms)

Work experience

Nov 2015Nov 2017

End User Support Engineer

Philip Morris Asia Limited (Randstad) - 250 - 300 employees

Job overview (ITILv3 based):

To provide 2nd Level support at the Main office and satellite/3rd party distribution and tracking centers in Macau and across Hong Kong.

Notable highlights:

Project based leadership role

To lead the Windows 10 upgrade process for all company related workstations with a team of 6 people with minimizing disruption to work.

-  Creating workflow charts to visualize the process needed to proceed with the task.

-  Workflow includes anticipated problems (based on other regional sites experiences and optimize procedures and troubleshooting tips to maximize success rate.

-  Provided a checklist of things to ensure related software and or hardware is running smoothly

-  Send out e-mail communication to notify of the upgrade and scheduling individual users for the upgrade

-  Weekly tracking reports are sent to EUC lead to notify percentage rate

Project based co-ordinator role (Server/Firewall/Access Point replacement)

-  To provide vendor and engineer the related accessories (Network cables, power cables, etc).

-  To test and monitor internal/external networks following company guidelines and checklists to ensure replacement is functioning 

-  Finalizing reports to related network divisions for verification

Project based co-ordinator role (Wireless display system)

-  Provide a list of equipment and cabling to test the wireless/remote display to projectors.  

-  Provide troubleshooting log for any problems encountered during the testing

-  To create a report based on experience and or incompatibility issues with wireless display

Project based co-ordinator role (Internal phone/chat services)

-  Microsoft Skype for Business (Lync) based

-  Test notable features and co-ordinate with escalating team for any dialing/network/volume quality issues

-  Provide training to users on utilizing the application

-  To create reports based on user issues and or headset compatibility or synchronization issues

Main Tasks:

A 2-floor office area (including external distribution/sales office centers) is supported for troubleshooting equipment that includes: Laptops, desktops, phone, server, backup and barcode equipment.

As the company is multinational based, many users are relocated in and out every month.   This requires a high degree of pressure and co-ordination to ensure all of the equipment is provided and setup immediately to transition the more effectively.  Exit users are also managed with a checklist provided all the related equipment is returned and/or backup is saved prior to their leave. 

Basic OS support is Windows 10; MacBook is used (for software compatibility).  Network support is limited to tracking and patching for internal/external network usage, provide printer addresses, backup tapes, TCP/IP configuration and WAN connectivity.  Laptops are domain based so Active Directory configuration/administration is required to provide access  and inject software applications to the software management center.

Other support includes MS office applications to troubleshoot and configure to user preferences.  Internal and 3rd party applications are supported for troubleshooting as well.  Virtual machine support is extended for Citrix based applications providing user configuration and mapping drives. 

Mobile devices are also part of the supported lineup from the company.  This includes configuration MobileIron (to create company profiles) as well as Skype for Business and Polycom application to link with our domain network.

All incidents are reported/tracked/resolved through a database called Service Now (SNOW).

Other ad-hoc tasks include:

-  Meeting and video conference support by logging each ticket per meeting request as well as the dial-in details for the call

-  Daily tracking of backup tapes for any redundancy and replacements

-  Monitor equipment health and co-ordinate replacement with the related vendor to ensure continuity.  Each case is logged and tracked through SNOW. 

-  Troubleshooting in distribution centers that hold our/3rd party equipment.  

Offsite meeting support: 

Supporting offsite events happen occasionally and is required for support.  Some occasions require special equipment from large printers to iPads.  The equipment is co-ordinated with 3rd party vendors to ensure the equipment onsite works.  Offsite events are usually senior management based, and minimal disruption is expected to provide a smooth and efficient service.   

20082015

IT service engineer

ARINC (PACRIM Recruitment) - Clients are all airlines 

Job overview:

To provide support across all the airport terminals from the arrivals to the departure areas.  Almost all the check-in equipment from the ticketing area to the back offices and the servers. A 24 hour shift is divided into 3 man units to cover per shift - public holidays included and is compensated afterwards.   All incidents are logged and tracked with and auto e-mail generator that is compiled to reports each day.  All airline companies are supported with the Airport Authority being the main client that is reported to.

A 45 minute estimate is required for resolution per ticket and an hour for high profile cases.  An expected 95% target rate is required every month. 

 

Notable highlights:

Can work in extreme pressure with limited support (usually a 2 man team).  Expected events like accidents and or extreme weather can cause support to be extended until safe conditions are ensured.  Some cases can last for more than 24 hours to almost 48 hours on standby.   

 

Project based co-ordinator role (Replacement cycle of equipment)

As we have a very high degree of equipment.  Replacing them on a cycle bases requires co-ordination and support per night to test and configure the related network for both printers and workstations to prepare for the following morning usage.  A checklist is drafted per team and a list of incidents that happened to the replacement equipment. 

Project based co-ordinator role (provide mobile counter units)

At peak seasons, the airport requests for mobile counters to be setup so manage the high traffic.  Equipment and set-up is co-ordinated with the team lead and tested before passengers arrive.  

Shutdown and startup co-ordination role (City centre check-in)

Once in awhile, a power outage will happen in the MTR station that will directly affect the equipment for the airline equipment.  A very strict guideline and procedure is followed to limit the possibility of disrupting services that can start as early 5:30am.  The technician is assigned usually 2 hours or more after shutdown and 2 hours before startup.   Some cases, the technician does both in the event of extreme weather conditions.   As this is a one man role, co-ordination must be precise and direct reporting to both the MTR, Airport Authority and shift lead is properly logged and tracked with correct time stamps. 

Main Tasks:

A 3 man team is separated across 3 areas (Arrival, Departure and an extra member stationed in the city check-in centers).  All teams are provided with a phone in which an e-mail ticket will be sent determining the location and incident described.   Tickets are acknowledged by the related team area and resolution reports are closed through e-mails.   Troubleshooting can range anything from network cables, printers, Terminal Emulation (a program used for the airline check-in areas) to which speed and efficiency is required as to limit the disruption of passengers.

 

Some special cases require one on standby for a large departure.  Some special cases like printers printing out special characters and or compatibility issues with new Terminal Emulation require the technician to fully log the details and use all the troubleshooting tools to locate the problem. 

 

At the city check-in center.  1 man is arranged to cover both the Hong Kong and Kowloon MTR stations for similar support.  As a router is stationed on both areas, the technician is required to check and monitor the logs and health every night.

 

Education

PEAK University - Computer Business 

Siliman University - Computer Science