LOWELL JAY ALAPAN
ABU DHABI
Summary
Dedicated IT Support Specialist focused on enhancing business continuity and productivity through unwavering commitment to uptime and performance. Expert in efficiently tracking and resolving technical support tickets, ensuring quick turnaround solutions. Proven ability to influence technical operations positively by implementing preventive maintenance strategies alongside rapid response initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT FIELD ENGINEER
ULTIMATE HUMAN RESOURCE SOLUTIONS LLC
ABU DHABI
05.2024 - Current
- Deliver expert technical assistance for IT issues across various channels, including calls, emails, and in-person meetings.
- Handle the assessment, configuration and deployment of Desktops, Laptops and end user IT peripherals to customers.
- Implement the IT asset life cycle procedures to ensure compliance.
- Maintain the integrity of the IT Asset database by capturing and uploading the correct asset information into the system.
- Facilitate IT clearances and recovery of company-owned IT devices from exiting personnel.
- Initiate IT asset inventory, disposal and coordination with authorized disposal partners to ensure that company and government regulations for e-waste disposals are complied.
IT FIELD ENGINEER
IBM MIDDLE EAST FZ LLC
ABU DHABI
07.2020 - 04.2024
- Deliver impeccable IT technical assistance to fellow employees and relevant stakeholders.
- Develop and provide solutions for complex IT issues that are beyond the expertise of the Service Desk team.
- Handle escalation tickets coming from the service desk team and resolve issues using the Remote support tool, via phone calls or through on site visits to employees.
- Upload asset information accurately into the Asset database and manage changes in the asset records.
- Ensure that the IT asset management policy is enforced when handling IT clearances for offboarded employees.
IT SUPPORT ANALYST
JUMBO ELECTRONICS LLC
ABU DHABI
10.2016 - 07.2020
- Work hand in hand with the IT incident manager when a major IT incident is declared.
- Act as a liaison between internal teams and external vendors during major IT incidents.
- Accurately capture minutes of meeting during a major IT incidents.
- Prepare, finalize and release the initial message, update and restoration corporate communication email to ensure that stake holders are well informed of the progress of the outage.
- Ensure that the relevant technical teams are engaged and able to join the incident management call bridge in a timely manner.
- Identify rooms for improvement and recommend best practices during post incident review meetings.
IT SUPPORT SPECIALIST
ETIHAD AIRWAYS
ABU DHABI
10.2013 - 12.2015
- Deliver outstanding IT Service desk support to Etihad Airways employees and relevant stakeholders.
- Answer calls and service tickets in a professional level and leave a positive experience to customers.
- Resolve technical issues on the phone, email or using the remote support tool.
- Provide quick fixes on issues with Laptops, Desktop applications such as Outlook, Citrix session, Printers, Driver updates, etc.
- Handle Active Directory password resets, account unlock requests, account disabling and extensions.
- Create Active Directory accounts, contacts, security groups, distribution list and Microsoft exchange mailboxes.
- Process access requests for shared mailboxes, security groups, distribution list, shared network folders
IT HELPDESK AGENT
EMIRATES NET SYSTEMS LLC
ABU DHABI
09.2012 - 10.2013
- Provide IT helpdesk services to end-users with varying levels of technical expertise.
- Assist customers with various types of technical issues via email, telephone or remote support.
- Deliver remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Develop and maintain strong relations with customers to meet quality expectations.
- Educate customers and introduce self help articles available in the knowledge base.
Education
Bachelor of Science - Computer Science
UNIVERSITY OF NEGROS OCCIDENTAL RECOLETOS
BACOLOD CITY, PHILIPPINES03-2009
Skills
- Hardware installation
- Software installation
- Remote support
- Telephone and email communication
- Multitasking Abilities
- Inventory management
- Data analysis
- Technical reporting
- System administration
- Incident management
Certification
- ITIL V4 FOUNDATION CERTIFIED
- VALID UAE DRIVING LICENSE
Languages
FILIPINO
First Language
English
Proficient (C2)
C2
Timeline
IT FIELD ENGINEER
ULTIMATE HUMAN RESOURCE SOLUTIONS LLC
05.2024 - Current
IT FIELD ENGINEER
IBM MIDDLE EAST FZ LLC
07.2020 - 04.2024
IT SUPPORT ANALYST
JUMBO ELECTRONICS LLC
10.2016 - 07.2020
IT SUPPORT SPECIALIST
ETIHAD AIRWAYS
10.2013 - 12.2015
IT HELPDESK AGENT
EMIRATES NET SYSTEMS LLC
09.2012 - 10.2013
- ITIL V4 FOUNDATION CERTIFIED
- VALID UAE DRIVING LICENSE
Bachelor of Science - Computer Science
UNIVERSITY OF NEGROS OCCIDENTAL RECOLETOS
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