Adrian Siaron Cuyugan

Address : A-3-10 Millennium Square 90 Jalan 14/1 Petaling Jaya 46100, Selangor, Malaysia Mobile : +60123875954 Email : adrian@foxyreign.com

WORK EXPERIENCES
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Data Analytics Specialist

Nityo Infotech Services, Sdn Bhd Computer Sciences Corporation, Sdn Bhd January 2011 Present Identifies efficiency opportunities for Continual Service Improvement; Performs data mining and integration techniques needed to complete an automated reporting dashboard Converts unstructured data through inspection, cleansing and transforming to business intelligence guided by Lean Six Sigma techniques Statistical methods; Skill Sets: Advanced Microsoft Excel, Microsoft Access, Statistics, R Language, Remedy, Cognos, SAS, Problem Management, Continual Service Improvement, Lean Six Sigma, Big Data and Business Analysis, Reporting, Service and Cost Optimization, Predictive Analytics and Modeling, and Solutions Consulting. Recognition: Outstanding Performance in Analytics, June 2011 Special Projects: Incident and People Volume Review, 2011; First Contact Resolution and Ticket Volume Review 2012; Incident Reduction Program, 2012; Global Incident Prevention Program, 2013; Training: Lean Six Sigma Training; Six Sigma Green Belt Certification

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Service Desk Technical Lead

Logica Philippines AU National Customer Service Center January 2010 December 2010 ITIL v3 Incident Management of support requests and incidents; Provisioned 1st and 2nd level incident diagnosis and resolution for client environments, utilizing remote tools; Deployed Desktop software through Release Management; Provided Network Filesharing, Account Management and Wintel Server Administration; Maintained and updated knowledge base in accordance to ITIL Knowledge Management; Assured proper service delivery of service levels based on set IT Service Management; Conducted side-by-side training to newly hired analysts. Skill Sets: ITIL, Active Directory, Remedy, HTML, Document Management, Knowledge Management, Incident Management, Problem Management, Request Fulfillment, Remote Troubleshooting, Training, SAP Special Projects: CMMi for Service prepared first and second phases of service model for AU Service Hub until maturity to level 3. ISO 27001 spearheaded internal audit of PH Service Desk in compliance to global requirement of Logica. Certification ITIL v3 Foundations Certified Registration #: 237888446 Validation #: 2020365803

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Helpdesk Technical Trainer

Perimeter eSecurity Philippines May 2009 December 2010 Spearheaded document creation of training manuals needed for new hire training for Helpdesks; Conducted new hire and upskill training using traditional classroom setup and remote training; Created and managed knowledge base used globally. Skill Sets: MX records, Cloud Computing, Blackberry Enterprise Server, Microsoft Exchange 2003 and 2007, WSS Sharepoint and Office Communication Servers, Footprints, Technical Writing, Training

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Technical Support Senior Assistant

Dell International Services Philippines, Inc. May 2008 May 2009 Provided an advanced level of diagnosing, troubleshooting and resolution for complex system through phones; Performed manual malicious software removal for North American, Australian and New Zealand customers; Troubleshot advanced network configurations and home networking; Sold necessary hardware and software components to systems that require upgrade; Cascaded training lead sessions to teams on recent technical, sales and policy updates.

Award and Certifications: Dell Elite Employee of the Month, July and October 2008, Dell Certified Systems Expert,
Advanced Resolution Expert Certified Job Description Company Period Job Specifications : : : :

Transitions Trainer
ICT Marketing Services, Inc. July 2007 May 2008 Provided real-time support to trainees upon on board and handled escalated calls; Facilitated briefing sessions and new hire trainings; Conducted remote monitoring and provided immediate coaching; Led uptraining classes for operations support and advisors; Supervised a group of 200 new hires for a two-week nesting training period endorsing to operations.

Training/Seminars Attended: TL Internship Program, Training the Trainer: Adult Learning and Delivery Skills,
Leadership Skills Training 101, New Hire Orientation and English Skills Level 1 Training Job Description Company Period Job Specifications : : : :

Windows Vista Subject Matter Expert

eTelecare Global Solutions January 2007 May 2007 Provided support and training through varied informational processing activities that supports Windows Vista needs; Attempted break/fix and debugs on both portable and desktop systems; Addressed site issues that may occur with regards to the implementation of support of the new OS; Escalated the right kind of issues and creates KB articles.

EDUCATIONAL BACKGROUND
Certificate Courses
Field of Study Institute Completion date : : : Oracle 9i Database Fundamentals I Informatics International College, Inc. November 2005 Field of Study Institute Completion date : : : Oracle 9i SQL with PL/SQL Informatics International College, Inc. August 2005

College Degree
Field of Study Major Institute Graduation date : : : : BS Business Administration Management Information Systems Philippine School of Business Administration, Quezon City April 19, 2006

Awards and Achievements

Editor-in-chief, Afterglow Yearbook 2006 2nd Prize Winner of SMART Print Ad Making Contest 2006 Presidential Adviser on Public Relations and Mass Media, 21st Student Council SY 05-06 2-term President and Choir Master, Business Chorale SY 04-06 2-term Political Party Spokesperson and Treasurer, KPM SY 04-06 Layout Editor and Core Group Member, The Paragon School Publication

High School
Institute Graduation date : : Nazareth Christian School of Antipolo March 31, 2002 Class Valedictorian Batch 2002 Leadership Awardee SY 2000-2001 4th Year SC Representative and Peer Councilor SY 01-02

PERSONAL PARTICULARS
Date of Birth Marital Status Interests Languages : April 21, 1985 : Single : : Nationality Height/Weight : Filipino : 174 cm/70 kg

singing, fitness, blogging, photography fluent in both oral and written in English and Filipino