RICHARD MARTIN CASACOP
Abu Dhabi,United Arab Emirates
Summary
A proactive and enthusiastic IT professional, who is highly capable of working independently and interdependently with a team, with almost 10 years of IT experience working both domestic and overseas. Competent in making sound decisions and has great commitment to meet deadlines. A quick learner who can absorb new ideas and can communicate clearly and effectively.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work history
IT Service Desk
Core42
Abu Dhabi
04.2025 - Current
- Provided IT Service Desk support, handling inbound calls with a strong focus on first-call resolution (FCR).
- Delivered remote technical support for hardware, software, operating systems, and network connectivity issues.
- Logged, tracked, and managed incidents and service requests using a ticketing system, ensuring timely resolution and proper documentation.
- Processed IT onboarding access for newly hired employees, including system, email and application provisioning.
- Performed password resets, account unlocks, and basic user administration in Active Directory.
- Escalated complex technical issues to higher-level support teams.
- Assisted users with Microsoft Office, email, VPN and collaboration tools.
- Ensured compliance with IT security policies while providing end-user support.
- Maintained clear communication with users, providing status updates and resolution guidance.
Senior IT Support
Haberdashers' Aske's Hatcham College
01.2022 - 11.2022
- Responsible for the day-to-day operation of the IT support service across the schools, ensure that the appropriate service levels are maintained, and the service is aligned to user needs.
- Managing all aspects of IT services across the schools, including day-to-day support and larger development work in line with quality expectations.
- Managing the IT helpdesk and ensuring that all requests for IT support are actioned in accordance with helpdesk procedures and priorities.
- Delivering IT support to all users, and addressing any ongoing or recurring issues impacting the service.
- Monitor the systems and services at the school in collaboration with the Federation IT team to ensure the IT service provided is in line with each school's requirements and senior leadership quality expectations.
- Providing a high quality IT service to each school, including regular visits to each site.
- Manage Education Payment Platforms.
- Responsible for allocating budgets, setting up users, topping up users, monitoring printers on site thru PAPERCUT software.
- Utilized IDSTORE software to print access cards for staff and students allowing them to make purchases.
- Managed SALTO software which gives access to doors and locks. Setting different permission levels, configuring and monitoring both cards and locks.
- Made use of INVENTRY software for sign in and out system for staff.
- Processing of reports from INVENTRY when requested.
- Responsible for monitoring and controlling the CCTV system as well as troubleshoots when issues arise.
- Responds to security breaches or other emergencies such as fires or medical emergencies.
- Operates computer systems that monitor surveillance camera feeds for activity.
- Coordinates with law enforcement agencies and other security personnel if needed.
Junior IT Support
Haberdashers' Aske's Hatcham College
01.2018 - 01.2022
- Provides high-quality technical support, advice and guidance to the academy.
- Ensures that incidents and service requests for each academy are resolved within the target resolution time and that the solutions are documented within the system.
- Identifies, implements and documents workarounds for desktop related problems within the knowledge base.
- Installs, configures and maintains computer peripheral equipment such as scanners, printers, interactive whiteboards and projectors, ensuring that hardware is regularly tested and ready for use when required.
- Installs and tests new software and upgrades, ensuring compliance with software licensing regulations at all times.
- Ensures the anti-virus software is installed, updated and maintained on all PC's Laptops, tablets and servers.
- Ensures that each academy's server and network infrastructure is checked and maintained in accordance with best practice and procedures.
- Create and maintains user login and e-mail accounts, ensuring that new staff and students receive credentials in a timely fashion.
- Update and administer Microsoft Office 365, Active Directory distribution and security groups as necessary to ensure that new starters and leavers are added or removed as appropriate and that staff have the data access they need.
- Responsible for monitoring and controlling the CCTV system as well as troubleshoots when issues arise.
- Responds to security breaches or other emergencies such as fires or medical emergencies.
- Operates computer systems that monitor surveillance camera feeds for activity.
Endoscopy Technician
King's College Hospital
01.2017 - 01.2018
- Undertakes decontamination science duties and assists under supervision of decontamination supervisors, in providing specialised decontamination of Endoscope medical devices service contributing to the clinical care of patients.
- Records all tasks in the computerised Healthcare Science Information systems database.
- Performs IT related tasks as the need arises such as troubleshooting PCs.
- Utilises Microsoft excel to cater to the department's necessities.
Customer Service Assistant
Amigo
01.2016 - 01.2017
- Advises and provides efficient service to customers.
- Responsible for accounting the sales and checking availability of stocks.
- Engages with customers and communicates effectively with customers in order to ensure that their needs are catered for.
SAP UAT Senior Tester
AIG
01.2011 - 01.2015
- Performs test execution based on data files and reports test cases using HPQC, SAP and Microsoft Excel.
- Responsible for loading, extracting, transforming, and validation of data using SAP, Microsoft Excel and Microsoft Access.
- Prepares test cases and test data.
- Analyses raw data, draws conclusions and develop recommendations.
- Carries out data entry, data auditing, creating data reports and monitors data for accuracy.
- Provides proof of test data and reports using Pivot table.
- Analyses test requirements, test plans and expected results.
- Involves in functional testing, regression testing, and compatibility testing.
Software Engineer
Interblocks Information Technology Inc.
01.2010 - 01.2011
- Writes SQL scripts to manipulate data for data loads and extracts.
- Runs high volume Extract, Transform, and Load (ETL) processes.
- Manipulates, cleanses, and processes data using Microsoft Excel and Oracle (PL/SQL).
- Deploys fixes and patches in IBM Websphere.
- Performs daily tables backup from Oracle database.
- Troubleshoot processes in AIX/Red Hat (Unix/Linux) Level. Coordinates with the development team for bug fixes and preparation of test execution report.
- Performs Test Environment Testing.
- Reads and checks the efficiency and accuracy of the messaging system following the ISO8583 format.
- Simulates the different error scenario in Test Environment. Runs and troubleshoot processes at the switch level.
Graphic Artist
ASEC ASIA
01.2009 - 01.2010
- Understands the clients needs and develops concepts that matches their requirements.
- Estimates the approximate time required to complete the work and provides quotes to clients.
- Gathers information and data through research and develop design briefs.
- Thinks creatively and uses innovative ideas to come up with new concepts and designs.
- Designs logos, advertisements, and catalogues using Adobe Photoshop and Illustrator.
Education
Bachelor of Science - Computer Science
De La Salle University Dasmarinas
Philippines 06.2005 - 04.2009
Skills
- Windows 7
- Windows 81
- Windows 10
- Windows Server 2012 R2
- Servers
- Hubs
- Routers
- Switches
- PC's
- Mac OS
- Android
- IOS
- MS Office Suite
- SCCM
- Adobe Suite
- Remote Desktop
- TCP/IP
- DNS
- DHCP
- QoS
- Ethernet
- VOIP
- Visual Basic
- Turbo C
- C
- HTML
- Java
- Azure services
- Microsoft Office 365 Administration
- Active Directory
training
SAP UAT Process Training, AIG, 5 Wood Hollow Rd #3, Parsippany - Troy Hills, NJ, 07054, United States of America, 09/01/13, 10/31/13
Timeline
IT Service Desk
Core42
04.2025 - Current
Senior IT Support
Haberdashers' Aske's Hatcham College
01.2022 - 11.2022
Junior IT Support
Haberdashers' Aske's Hatcham College
01.2018 - 01.2022
Endoscopy Technician
King's College Hospital
01.2017 - 01.2018
Customer Service Assistant
Amigo
01.2016 - 01.2017
SAP UAT Senior Tester
AIG
01.2011 - 01.2015
Software Engineer
Interblocks Information Technology Inc.
01.2010 - 01.2011
Graphic Artist
ASEC ASIA
01.2009 - 01.2010
Bachelor of Science - Computer Science
De La Salle University Dasmarinas
06.2005 - 04.2009