Open to opportunities

Gab Serdoncillo

@gabserdoncillo

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Infrastructure Engineer with extensive experience in IT support and management.

Philippines

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and innovation in IT support.

I am an experienced Infrastructure Engineer currently working at Indra Philippines Inc., where I serve as the first point of contact for IT-related concerns for Asian Development Bank employees. My role involves providing essential hardware and software troubleshooting, VPN setup, and managing ticket lifecycles to ensure efficient resolution of issues. I take pride in my ability to document and escalate tickets effectively, ensuring that users receive timely support and communication throughout the process.

Previously, I led the Workflow Management Team at Google Operations Center, where I managed daily operations and collaborated with various teams to enhance workflow efficiency. My experience includes analyzing data sets to identify patterns that improve performance and guiding discussions to align with client business goals. I have a strong background in customer support, having worked as a Senior Process Executive at Cognizant Technology Solutions, where I provided troubleshooting support for YouTube Channels and Ads, ensuring high customer satisfaction.

With a Diploma in Mechanical Engineering Technology, I bring a systematic approach to problem-solving and a commitment to continuous improvement. I am passionate about leveraging my skills in IT support and management to contribute to a dynamic and innovative team.

Experience

Work history, roles, and key accomplishments

Current

Infrastructure Engineer

Current

Indra Philippines Inc

Jan 2024 - Present (1 year 5 months)

Acted as the first point of contact for all IT-related concerns for Asian Development Bank employees, providing basic hardware and software troubleshooting. Managed the entire ticket lifecycle from creation to resolution, ensuring proper documentation and escalation.

IT Support SAP VPN Active Directory Azure ServiceNow Ticketing Customer Service

Workflow Management Team Lead

Google Operations Center Philippines

Mar 2019 - May 2023 (4 years 2 months)

Managed the Workflow Management team for Bart, Reserve, and YouTube Channels (BRYC), overseeing and evaluating workflow effectiveness. Led discussions on comprehensive media strategies and collaborated with various teams to drive account growth.

Team Leadership Workflow Management Google Products Data Analysis Stakeholder Management Coaching Scheduling Operations Management

Senior Process Executive

Cognizant Technology Solutions

Sep 2015 - Mar 2019 (3 years 6 months)

Provided troubleshooting support to clients on YouTube Channels issues and assisted with YouTube Reservation using the Bart tool. Analyzed complex issues, provided resolutions, and coordinated with higher tiers for escalations.

Troubleshooting YouTube Ads Google Ads Customer Satisfaction Case Management Process Improvement

IT Service Desk Technician

Stefanini Philippines

May 2014 - Jul 2015 (1 year 2 months)

Provided Level 1 IT support via voice, email, and chat, including hardware and software troubleshooting for Ernst and Young employees. Handled login assistance, VPN setup, password resets, and ensured proper call documentation.

VPN Customer Service

Customer Support Representative

Stream Global Services (Convergys)

Aug 2013 - May 2014 (9 months)

Provided excellent customer experience to laptop customers, handling basic laptop and network troubleshooting. Coordinated with second-tier support for outages and effectively managed irate customers.

Customer Service Laptop Troubleshooting Customer Satisfaction Technical Support Communication

Elevator Installer Specialist

International Elevator and Equipment Inc.

Nov 2011 - Jan 2013 (1 year 2 months)

Performed elevator installations following standard operating procedures and safety regulations. Coordinated with team members to ensure a step-by-step installation process.

Elevator Installation Safety Procedures Team Coordination Equipment Installation

Preventive Maintenance Technician

Allegro Microsystems Philippines Inc.

Apr 2006 - Aug 2011 (5 years 4 months)

Performed preventive maintenance on semiconductor manufacturing machines on a periodical basis. Followed systematic procedures for successful troubleshooting and repair.

Semiconductor Manufacturing Standard Operating Procedures Technical Skills

Education

Degrees, certifications, and relevant coursework

Technological University of the Philippines

Diploma, Mechanical Engineering Technology

Completed a Diploma in Mechanical Engineering Technology, focusing on the principles and applications of mechanical systems. Gained practical skills in equipment installation and maintenance.