Pio Antonio Liboon
Dubai
Summary
As a Senior IT Specialist with 8 years of experience specializing in IT administration, software installation, technical project management, and etc. I have a proven track record of successfully delivering the IT issues on time. Adept at interfacing with customers and technical teams to diagnose problems and identify solutions. I also bring up new ideas and improving existing technology to increase efficiency or improve user experience and satisfaction.
Overview
14
14
years of professional experience
Work History
Senior IT Specialist
Azizi Developments
Dubai, United Arab Emirates
08.2023 - Current
- Prepare accurate, clear, and timely reports
- Prioritize work and set expectations for all incidents and requests
- Document knowledge based tech notes and articles
- Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach
- Document all support incidents for data reporting purposes
- Work with all Rubius business functions to identify and implement IT solutions
- Provide day to day desktop support, Specially VIP & VVIP users
- Provide prompt and accurate feedback to customers
- Additional projects and duties as required to support the growth of the IT department
- Manage external support vendor and resources
- Oversee the development of and validate business functional requirements
- Project manage small/medium sized projects
- Validate resource requirements and develop cost estimates
- Identify and escalate issues as needed
- Conduct meetings and prepare presentations to share ideas and findings
- Led a team of IT professionals to successfully complete a major IT project on time and within budget
- Implemented IT helpdesk systems and tools, resulting in a 100% improvement in IT support response time
- Prepared and presented financial reports to senior management that provided insights into the organization's financial health
- Developed and maintained relationships with external vendors and suppliers to ensure timely delivery of materials and services
- Collaborated with stakeholders and subject matter experts to define project scope and objectives
- Served as primary liaison between IT and other departments, facilitating open communication and ensuring that technology initiatives aligned with overall business objectives
- Conducted regular employee training sessions on new technologies and best practices, fostering a culture of continuous learning and improvement
- Streamlined helpdesk operations by implementing an efficient ticketing system that prioritized incoming requests based on urgency and impact on business operations
IT Support Engineer
3i-Infotech LLC
Dubai, United Arab Emirates
05.2020 - 08.2023
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Train computer users
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Follow up with customers to ensure issue has been resolved
- Run reports to determine malfunctions that continue to occur
- Manage multiple cases at one time
- Troubleshooting printers and emails if any problems
- Imaging and Re-imaging Laptop and Desktops
- Ensure all issues are properly logged
- Talking to clients and computer users to determine the nature of any problems they encounter
- Respond to all IT Service request & incidents related to service desk application and responding emails ensuring capture of incident critically & priority
- Utilized a CRM daily to track and work desktop support tickets such as hardware repairs, installing software, maintained user permissions, and answered user questions
- Ensure security of the infrastructure
- Properly escalate unresolved issues to appropriate internal teams
- Collaborating with the team on future direction and opportunities for new technology
- Provide timely and accurate end-user feedback.
IT Support Engineer
Azizi Developments
Dubai, United Arab Emirates
07.2017 - 03.2020
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Train computer users
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Follow up with customers to ensure issue has been resolved
- Run reports to determine malfunctions that continue to occur
- Fixing issues remotely
- Troubleshooting printers and emails if any problems
- Imaging and Re-imaging Laptop and Desktops
- Solving Password Problems
- Talking to clients and computer users to determine the nature of any problems they encounter
- Respond to all IT Service request & incidents related to service desk application and responding emails ensuring capture of incident critically & priority
- Utilized a CRM daily to track and work desktop support tickets such as hardware repairs, installing software, maintained user permissions, and answered user questions.
IT Techical Support
STMD - AAM Café
Dubai, United Arab Emirates
08.2016 - 06.2017
- Responsible for incoming and outgoing data
- Task such as receiving, checking, acknowledging, distributing, logging and accurate filing are in order
- Verify and update corrected source of documents and accurately entered data onto designated database and forms
- Handles vendor registrations, tenders processing and submissions
- Maintain an up to date record of all daily task and activities
- Assist in conducting internal audit
- Organizes an electronic library and hard copy filing system
- Routed date to corresponding staff accordingly
- Maintains a systematic electronic filing and archive system
- Making sure that procedures are as per QA validation.
Customer Service / IT Technical Support
Affiliated Computer Services
Cebu City, Philippines
09.2010 - 12.2012
- Responsible for incoming and outgoing data
- Task such as receiving, checking, acknowledging, distributing, logging and accurate filing are in order
- Verify and update corrected source of documents and accurately entered data onto designated database and forms
- Handles vendor registrations, tenders processing and submissions
- Maintain an up to date record of all daily task and activities
- Assist in conducting internal audit
- Organizes an electronic library and hard copy filing system
- Routed date to corresponding staff accordingly
- Maintains a systematic electronic filing and archive system
- Making sure that procedures are as per QA validation.
Education
Associate in Computer Technology -
Asian College of Technology
Cebu City, Philippines10.2010
High School Diploma -
Little Angels Montessori School
Cebu City, Philippines03.2008
Skills
- Microsoft Office & Messaging
- Fast Learner
- Communication Skills
- Leadership
- Teamwork
- Highly Organized
Timeline
Senior IT Specialist
Azizi Developments
08.2023 - Current
IT Support Engineer
3i-Infotech LLC
05.2020 - 08.2023
IT Support Engineer
Azizi Developments
07.2017 - 03.2020
IT Techical Support
STMD - AAM Café
08.2016 - 06.2017
Customer Service / IT Technical Support
Affiliated Computer Services
09.2010 - 12.2012
Associate in Computer Technology -
Asian College of Technology
High School Diploma -
Little Angels Montessori School