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• Handles technical issues of U.S. customer's Creative products via phone support and email and pushing sales to every customer. Participated as a front liner during Road shows and IT shows.

• Handle customer support enquiries via phone / email / support ticketing system. Response to support requests - Phone / Email / Support Ticketing System - within targeted time frame and resolve support requests with best possible solution(s).
• Attending to data center customers and provide Data Center maintenance.
• Setting up of servers (Windows 2003/2008, Linux Centos, FTP) as we as Windows clustering. Planning, Setup, Installation, Reinstallation, Migration, Maintain and Rectify server issues.
• Network (LAN/WAN/VPN): Deploying and configuring network solutions such as CISCO routers and switches.
• Server/network monitoring (Planning, Setup, Maintain and Rectify network issues).
• Setup and maintenance of hosting accounts, web servers, MS Exchange (2003/2007) email and mobile email setup.
• PC setup, configuration, and maintenance: Windows (XP, Vista), Linux Centos.
• Perform after office hours provisioning and 1st level technical support.
• Involve in new order process - such as setting up new hosting accounts, and new servers.
• Active Directory Administration and Microsoft Exchange accounts Administration.
• Monitor network stability, involve in planning, setup, maintenance and rectify network problem.
• Assist to Sales to provide after-sales support.
• Assist to attend to basic sales inquiry when sales representative is not available.

• Handled 1st level phone support and email response for American clients' satellite service.
• Provided technical support to American Customers, including equipment troubleshooting, installment and activation. Provided marketing information to customers and handled general queries.

• Provide full support to RBS users with issues from all in-house applications (AS400, Kondor+, etc.), Windows OS (XP) administration, as well as Microsoft Office 2003/2007/2010, SharePoint etc.
• Provide trade floor desktop support for applications/systems such as Reuters3000Xtra, RMDS, Bloomberg, Bloomberg Anywhere, etc.
• MS Exchange (2003), Outlook, and Lotus Notes (client and domino) email and mobile (Blackberry) setup, configuration, and maintenance.
• Provide PC upgrade and Desktop Support Services to the RBS Infrastructure Integration Program. Build office PC/Laptop using existing corporate build processes.
• Provide immediate personal L2/L3 support to front-office users. Provide desk-side assistance to back-office users.
• Utilize Active Directory for user/group/machine accounts management and administration.
• Manage PROJECTS within Singapore IT service desk purview (such as PC deployment, process enhancement, application UAT testing, etc.). Disaster Recovery site included.
• Provide Core Desktop Support (3rd line) to Front/Back Office users through escalation channel by IT Service Desk, Desktop Support team etc.
• Serve as back-up leader to the service desk team. Site survey on Hardware and Logging.
• Manages changes using change requests web application while complying with banking security standards.
• Manages all reporting needs for Singapore and/or the region. Includes data generation, analysis and summarized information for recommendation, presentation etc. Ensures high level of end-user satisfaction. Ensure the team pro-actively document all knowledge and experience in the share depository and participate in knowledge sharing / training for the team.
• Performs system security administration on technology platforms in accordance with the defined policies, standards, and procedures of the organization, as well as with industry best practices and vendor guidelines. Utilizes Phone / Ticketing Systems (Remedy Tool).
• Performs assessments, installation and configuration of security tools, systems, and applications, including Identity Management systems and host-based security systems.

Responsible for the identification of system requirements, documentation, testing and presentation of technology initiatives; participate in determining/defining project requirements. Develop thorough design and end user documentation; research, plan, install, configure, troubleshoot, maintain, and upgrade vendor software; draw up specific proposals for modified or
replacement programs: partner with other technical staff to ensure connectivity and compatibility between systems.

Systems Analysis Functions –

• Lead, and participate in as necessary, the activities related to the identification of system requirements, documentation, testing and presentation of assigned business segments technology initiatives while adhering to established policies and procedures.
• Identify system issues within scope of responsibility ensuring issues are brought to timely resolution and documented according to department standards.
• Maintain large scale multi-tenant communication platform ensuring departmental best practices are followed, as required.
• Act as a liaison between information technology and appropriate department or staff in efforts to drive strategic systems technology initiatives.
• Participate in determining/defining project requirements.
• As required, work with appropriate resource (e.g., engineering, etc.) to approve/accept documentation related to platform build outs.
• Continuously update existing platform documentation
• Conduct testing on existing systems to varying degrees as required (e.g., unit, capacity, or failover testing, etc.)
• Conduct technical research to analyze existing programs for deficiencies or areas that can be improved.
• Identify options for potential solutions and assessing them for both technical and business suitability.
• Partner with other technical staff, (e.g., networking, telecom, application development, etc.) to ensure connectivity and compatibility between systems.
• Draw up specific proposals for modified or replacement programs.
• Research, plan, install, configure, troubleshoot, maintain, and upgrade vendor software.

Project Coordination –

• Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s).
• Update project plan as necessary.
• Monitor progress of tasks ensuring all deadlines are met as scheduled.
• Provide management with status reports detailing status and timelines.
• Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file.

Problem Resolution –

• Proactively oversee the activities involved in quality resolution of problems related to area of responsibility.
• Respond with a sense of urgency to problems escalated to employee's level.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Place the highest priority on providing quality customer service by ensuring the unique needs of customers are met.
• Ensure quality resolution and thorough and accurate documentation of customer issues.
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.

Team Interfaces/Customer Service –

• Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
• Cooperate with team members to meet goals or complete tasks.
• Provide quality customer service that exceeds customer expectations and improves level of service being provided.
• Treat all internal/external customers, team members and department contacts with dignity/respect.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

• Perform daily monitoring operation and support.
• Assist in analysing, assigning, and escalating support calls • Provide remote technical support to 100+ clients.
• Provide continuous patch updates and maintain IT hygiene.
• Conduct monthly review of incidents and service requests to analyse and recommend improvements in quality.
• Administer SharePoint, Azure AD, Intune, Teams and MS365
• Troubleshooting Windows / Mac Desktops and Laptops
• Security systems (Sophos, Zoho Vault)
• MSP Tools (RMM, N-Able)

• Administration of LAN / WAN, Windows Server 2000/2003/2008, Print Servers and Lotus Notes Servers.
• IT related inquiry and desktop support (PC/Notebook, Printer and Copier Machine, etc.)
• Antivirus patches update, clean up and validation of PCs.
• IT equipment/consumable inventory management/replenishment. IT store/server room housekeeping.
• Multiple Hospital Software (VI & SAP) installation and updates maintenance
• Backup/restoration of database and backup tape management
• Administration of network infra and servers, and user account creation for: Lotus Notes; External Email; Active Directory; Buffalo server; CRM Web Update and backup
• Windows Active Directory configuration, maintenance, and monitoring. Email ID management.
• Develop and maintain standard operating procedures. Procurement Orders and Invoice management
• Support users on desktop settings, emails, printers, and office applications.
• Maintain IT inventory and keep track of changes in the network.
• Complete installation of Windows. Configuration, deployment, and maintenance
• Conduct training every month to St. Luke’s Hospital staff to answer questions and to share knowledge to address simple IT matters to minimize delays in support response.
• Mobile device email setup
• Documentation of server management and other IT systems.
• Network and Wi-Fi maintenance.

• Tier 2 Service Desk: Resolve escalated support tickets for customers via both phone and email, along with proactive support for monitored environments.
• Working experience supporting all current Microsoft Windows Operating Systems (Windows 10, Windows Server 2016, 2019)
• Working experience supporting various hardware technologies including PCs, Servers, Printers, etc.
• Working experience supporting Cloud technologies including Office 365, Intune, and Azure AD, etc.
• Working experience supporting in Active Directory, PowerShell, Scripting, etc.
• Working experience supporting remote access technologies including Citrix, RDS, VPN, etc.
• Experience supporting and troubleshooting of TCP/IP, endpoint security, DNS, DHCP, etc.
• Continue to expand knowledge and experience gaining expertise in various technologies.
• Experience with 2-factor authentication (Microsoft/Google Authenticator, DUO)
• Security systems (SIEM, Sentinel One, Threat Locker)
• Backup solutions (Datto, Veeam, VMware, Axcient)
• MSP Tools (N-Central, N-able, RMM, SolarWinds)

• Provision of support and services to and for the planholder, which shall include, but not limited to, policy issue, policy service, collections, data encoding and planholder reception
• Undertaking of related and other tasks as may be assigned
• Assist the Customer Service Officer and Customer Service Manager in attending the planholders

• Required to perform and pursue the highest possible level in the categories of sales production, continued education, responsibility and team commitment and morals and ethics
• Deliver high quality and accurate presentations to all qualified persons who enter the Sales Center
• Encourage prospects to acquire a plan and complete the gross contract price to the best of my ability
• Fully complete and endorse to proper personnel all necessary documentation that is required to produce a policy
• Secure quality referrals from all planowners who wish to participate in the referral program
• Consistently follow-up on pending accounts until my clients have completed the total initial deposit and required paperworks
• Maintain the production standards that are set by the company

• Handle supervisor / escalated calls in a timely manner.
• Handle customer calls in a timely manner.
• Provide consistent, high quality service and accurate information to customers

• Provide advanced troubleshooting like malware removal, wireless networking, internet and email set-up, Microsoft office products, Windows XP and Vista setup and configuration
• Security software deployment to client’s workstation
• Provide consistent, high quality service and accurate information to customers.
• Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.
• Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
• Escalate problems when unable to make proper determination.
• Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.
• Log customer contacts.

• Handle supervisor / escalated calls in a timely manner.
• Helping customers with basic configuration and installation of certain security software (purchased separately by Customer); setup virus scan and personal firewall.
• Peripheral Installation and “How-to” Support
  • Help install popular printers, cameras, mice and keyboards; troubleshoot common issues.
• Spyware and Virus Diagnosis and Removal troubleshooting. Security software deployment to client’s workstation
• Provides support for Smart Phones (Iphone, Nokia, Blackberry, HTC), Gaming Consoles (XBOX360, Wii, PS3), Digital Camera, Digital Camcorder.
• Provides assistance and troubleshooting on Internet connectivity issues; DSL cable, filters, Modems and Routers; Operating Systems (Windows 7, MS Vista, MS XP)
  • PC optimization
  • Delete, modify and back up registry files, address Windows registry and control panel issues, add registry entries.
• Provides Software installation and “How to” Support
  • Helping customers from UK with installation and how to setup common software applications, including how-to support for common Microsoft and Adobe Applications
• Operating System(OS) Installation and Support
  • Help installing, upgrading and setting up Windows 7, Windows Vista™ and XP operating systems. Help with re-installations to resolve spyware or virus issues. Help with OS maintenance and “how to” questions. 

• Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
• Supports and Managed Companies Servers, Backup and Restore, Microsoft Exchange Server, MS Messaging
• Patching of Servers
• Assists the end-user with the installation of hardware drivers and applications remotely.
• Walk through the end-user in connecting to the company's Virtual Private Network(VPN)
• Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
• Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
• Security software deployment to client’s workstation

• Handle customer calls in a timely manner.
• Provide consistent, high quality service and accurate information to customers.
• Assist Team Leader in doing reports

• Handle escalation calls
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• Main task is to log and escalate tickets to the correct support group.
• Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
• Assists the end-user with the installation of hardware drivers and applications remotely.
• Walks the end-user in connecting to the company's Virtual Private Network(VPN)
• Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
• Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
• Doing procurement of products needed by the client
• Assist Team Leader in doing reports

• Experience with MS Suite (Ad, Exchange etc) with strong knowledge of desktop operating systems, MS Office and Citrix understanding
• Supports Exchange Servers, MS Messaging, Office 365 set up and troubleshooting
• Security software deployment to client’s workstation
• Experience operating a Service Desk/ Help Desk software management tool 
• Strong understanding of file share permissions and group policy 
• Capability to work on multiple competing customer needs with flexibility and professionalism 
• Ability to recognize when an issue requires escalation to other members of the team
• Familiar with standard LAN, WAN, IPT and Wireless connectivity
• Knowledge & experience of working with Microsoft Windows and machine imaging
• Knowledge & experience working with remote tools, System Monitoring and Video Conferencing management
• Asset Management. Audit of hardware peripherals. Procurement of products.
• Monitor system alerts on a daily basis
• 2^nd in line when Team Leader is not around.

• Provide professional application and technical support & consultation to clients of D+H Payment products, typically banks or major corporations
• Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
• Provide guidance, training and mentorship for support staff of all levels
• In-depth training for new staff
• Ongoing training for staff of all levels
• Create training materials and training plans for future and current staff
• Assist with day-to-day team coordination as a backup to management
• Create and maintain documentation pertaining to daily operations of the group
• Work collaboratively with customers’ and D+H technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors
• Work assigned cases through the full case management life cycle
• Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
• Help other staff work their cases to resolution in the same fashion
• Cases are accessible internally and by D+H clients.
• Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
• Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
• Install and maintain test environments for support of the group
• Participate in and often lead infrastructure changes that relate to Payment products
• Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications D+H sells
• Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications

• Troubleshoot complex problems, provide software fault diagnosis, resolve operational issues, and performance bottlenecks; Collaborate with Global SRE, Product Delivery, Product Engineering, and Customer Care teams in delivering a true Cloud SaaS experience to our customers 24x7
• Ensure consistent service availability by monitoring our environments’ stability and performance using the right metrics and tooling; Perform day-to-day product operations like provisioning new customers, creating databases & schemas, database restores, configuring applications, patch management, and systems administration.
• Incident and Problem Management
• Execute incident response plays, lead major incident bridges, and participate in post-incident review process for incident prevention
• Develop and manage automation to reduce manual processes and tasks to realize operational efficiencies
• Drive capacity planning by monitoring system resource utilization, errors, and alerts trends
• Document system architectures, systems configurations, and technical operational processes and policies
• Work within one of our 24x7 schedules (Sunday – Thursday or Tuesday – Saturday) and shifts (morning, mid, or night)
• Participate in maintenance activities and on-call rotations as required
• Execute disaster recovery plans and report on metrics related to those activities, or those which may be required, requested, or entrusted to me by my supervisor from time to time.

• Handle customer calls in a timely manner.
• Provide consistent, high quality service and accurate information to customers.
• Provide enhanced directory assistance which includes business listings and residential listings.

• Working closely with other teaching and school staff.
• Encouraging classroom discussions between pupil’s.
• Teaching all areas of the school computer curriculum. 
• Responsible for desktop support including assembly, installation, troubleshooting and maintenance.
• Subject teacher in computer subjects.
• Assists in desktop troubleshooting and setting dial-up internet connection.  Pioneer the LAN installation in Computer Laboratory.

• Responsible for desktop support for approximately 900+ users.
• 24/7 IT on call support and monitors stability of the systems and network infrastructure. 
• Responsible for providing level 2 technical support for desktop, laptops, telephone sets, printers, operating system, and office automation software and applications to all internal users.
• Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users.
• Document and track changes in any installation, movement, and repair of IBM, Lenovo, Dell and HP desktops. Printers such as HP Laser Jet M3035X5, HP Laserjet 2300n and HP Business inkjet 1100. Telephone sets such as AVAYA phones and headsets.
• Document and track changes in the logistics supply of IT equipment/apparatus Appointed as POC (Point-ofContact) in IT assets or IT equipments inventory for PBCom IBM-Daksh.
• Coordinate IT equipments with other vendors for purchasing and resolving IT-related issues.
• Handle team/s for any tasks/projects assigned.

• Configuring of Fortigate firewall such as block or unblock certain websites, create new policy routes, remote pre/post-installation and configuration of firewalls, filtering web contents, upgrading firmware versions, investigate any network slowdown in relation with the firewall and creation of vpn tunnel. Network troubleshooting and support both wired and wireless.
• Implementation of Wifi Network Project through the configuration of 3Com 8760 Access Points, S3600 H3C POE Edge switches, H3C S7500, AR28-12 Router and Fortigate300A Firewall. Installation and configuration of H3C Quidview Network Management System. On-site support for Firewall, LAN and Wifi Network.
• Planning, installation and implementation of WIFI network using 5 Linksys Wireless Access Points (WAP54G)
• Continuation of the implementation of its network system. Basic Configuration and testing of 12 Cisco Express 500 switches. Assisted DILG IT personnel for the migration of the old network to its new network. Basic Configuration of Cisco 2851 Router and Cisco 2000 Series Wireless LAN Controller. Basic configuration Cisco Aironet 1010
• Designed and implemented the Wifi Project using 4 units of 3Com 7760 Access Points and 40 units of 3Com OfficeConnect Wireless 54 Mbps 11g Compact USB Adapters.
• Configuration of H3C-AR28-12 H3C S7500 Layer 3 Switch and H3C S3600 switches Router in Trinoma Mall. Installation and basic configuration of H3C Quidview Network and Management Software. Troubleshooting of merchants’ POS/LAN connectivity both Layer 1 and Layer 2.
• As an IT Support, Proficient in using REMEDY (SRS) ticketing system, network routing and protocols, Cisco configurations, network management and Level 1 configuration of PBX (Hi-Path Siemens 4000). Deployment of desktops and peripherals. Perform troubleshooting and complex hardware and/or software upgrades or malfunctions at the desktop level. Making hardware recommendations to solve various business problems, and implementing solutions.

• Reviewing, resolving and escalating issues of incident tickets queues for any related remote desktop issues/problems for Beryl Project.
• Remote desktop issues include Operating systems such as Windows NT, XP, and Vista, Microsoft Office 2000, 2003 and 2007, MS Communicator 2003, Windows IE, HPOVCM, and other Citibank desktop applications
• Used VMware technology for remote desktop support and troubleshooting.  Provisioning, managing and monitoring of VMware machines/desktops via VSphere, Citrix and Microsoft Active Directory.
• Deploying software applications via Active Directory and software manager such as HP OVCM.
• Monitor and update security patches of anti-virus application for desktops. 
• Supporting users using remote tools and through calls.
• 12/7 shifting schedules.

• IT EUC Tier 2 security support which involves assigning and issuing of RSA tokens, activating and troubleshooting VPN connections. Primary point person in administrator rights removal project. Creation of BTrust rules for local machines. 
• IT EUC Tier 2 Mobility support which involves troubleshooting of software and hardware for iPhone, iPad, Android phones and Blackberry phones issued by ADP. Provisioning for both BES (Blackberry Enterprise Server) and AirWatch are also performed. Coordinating purchasing requests of mobile phones through Ariba.
• IT EUC Tier 2 Exchange support works closely with the Exchange Engineering team with regards to ASD escalations, BES, Outlook 2007/2010 and Lync. 
• Creating applications access such as Mainframes, Clarify, Rightfax and other in-house and 3rd party apps.
• Monitoring Windows, Citrix and VM servers alerts and perform troubleshooting if needed, if not, proper escalation follows.
• Software provisioning for Citrix and VM desktops using HPOVCM, SCCM and Active Directory.
• Remote technical support for networking, telephony and servers from US counterpart.
• Citrix and VM desktop for Philippines associates where in ticketing system is a required process of support.
• Perform validation testing with internal engineering and clients.

• IT technical support in Head Office. Managing desktops, servers and network systems.
• Coordinating and managing vendors for hardware and software specifications and costing.
• Design, collaborate and implement large-scale BPL technology and IT systems.  Pre-sales and post-sales support for projects handled.

• Provide subject matter expertise with reference to web application and vulnerability testing procedures.
• Provide expertise and experience in information and data collection systems; data acquisition; web exploitation technologies; web analysis/evaluation attack processes and systems dissemination methods and tools.
• Demonstrate and maintain current knowledge of industry trends and technologies.
• Responsible for performing or assisting with configuring, integrating, supporting and administering all information security operations including application, database, desktop, network, server, remote device, network access and web security.
• Taking full responsibility for delivering projects and collaborate with larger teams as necessary ▪ Penetration testing of web applications
• Risk assessment of vulnerabilities and vulnerability reporting
• Internal trainings to teammates about current procedures and technical tasks and projects
• Development of internal tools useful for penetration testing
• Leading projects related to security application and security test analyses Security compliance procedure
• Consults with management and reviews project proposals to determine goals, time frame, funding limitations, procedures for accomplishing project, and allocation of resources.
• Utilizes industry-accepted project management principles and firm-established project management tools and processes to direct project teams in the definition, planning and execution of complex long-term projects crossing multiple disciplines and geographies.
• Utilizes industry-accepted methodologies and processes to bring projects in on schedule, within budget, and to the customer's requirements.

• Provide troubleshooting, monitoring and reporting Switch Platform functionalities and issues example in Microsoft occupancy stores monitoring and coordination.
• Provide analytical logs and reports in Azure including security recommendation reports.
• Configuring Azure notification alerts
• Responsible for performing or assisting with configuring, integrating, supporting and administering all Azure services operations including virtual servers/machines, databases, functions, and monitoring services.
• Taking full responsibility for delivering projects. 
• Penetration security testing of web servers.

• Handles and manages the team for the overall System Infrastructure and IT support.
• Coordinating with multiple departments and managers to establish quality standards.
• Reviewing and analyzed existing systems and performed proof of concept to suggest a solution to improve the IT services.
• Maintain and administer clients AWS IT infrastructure, including cloud servers, networks, applications software, and all configurations.
• Create, modify and delete accounts on various online platforms used by clients. Managing application settings as requested – Microsoft O365, 8x8 VOIP Platform Provides back-end support and maintenance for Amazon Web Services-hosted systems, as used by clients.
• Provides back-end support and maintenance for clients’ websites such as deployments in productions servers.
• Responsible for creating, troubleshooting and managing DNS and SSL using GoDaddy and CertifyTheWeb.
• Plan, coordinate, and implement network and server security measures in order to protect data and software.
• Monitor the performance of server systems and networks, and to coordinate Systems Analysts about network and servers access and use.
• Design, configure, and test AWS/Cloud technologies and recommend changes to improve systems and network configurations. Determine server and network systems requirements related to such changes.
• Determines root cause for IT issues that arise and develop practical, efficient, and permanent technical solutions.
• Remains current on new technologies; evaluate and make recommendations as necessary
• Responsible in documenting any IT-related procedures, guidelines, processes and knowledgebase documents.
• Responsible also for Level 1,2 and 3 Support and taking initial Incident tickets, monitoring, performing and providing initial troubleshooting.
• Designing and enhancing processes like Identity Access Management, provisioning of server-based infrastructure and vulnerability scanning from UAT to Production environments.
• Keep updated in latest security threats and attacks and provide solutions in securing IT infrastructure through vulnerability scanning and remediation. Recommending and implementing security solutions for endpoint devices. Responsible for the security of IT Assets of clients

• Responsible for ensuring the efficiency and workability of computer equipment and peripherals by identifying and resolving hardware and software problems reported to the ticketing system in support of the company's operations
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for problem resolution Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client's satisfaction
• Coordinates with the Technical Support Supervisor and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Technical Support Group Supervisor Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
• Corresponds with and generates reports for the group with all regard for style and language. Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures that services provided comply with the company's external and/or customer standards such as ISO, BS7799, SEICMM, COPC, HIPAA, etc.

• Troubleshoots hardware, software, and network problems via phone support.
• Uses technical resources and knowledge of information systems to ensure resolution.
• Identifies, isolates and investigates user questions.
• Briefs customers and management on the status of resolution efforts.
• Coordinates and forwards issues by appropriate escalation procedures and personnel.
• May provide occasional functional and technical guidance to less experienced staff.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• Works under limited supervision to provide professional helpdesk service through quick processing and prioritization.
• Performs all other duties as assigned

• Basic computer knowledge to troubleshoot desktop, laptop and answer support queries via phone, email, chat, and Web
• Excellent communication skills required as you will work in International Voice Support
• Managing Data and implementing changes, providing employees/Clients with guidance in handling difficult or complex problems or in resolving complaints.
• Respond in a timely manner to service issues, requests, and take care of complete operations.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Provide support, including procedural documentation & relevant reports
• Support the rollout of new applications, manage many open cases at once, and provide accurate information on IT products or services

• Monitor, optimize network performance and provide user support
• Provide first level contact and convey network resolutions to corporate customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Walk customers through problem-solving process
• Utilize excellent customer service skills and exceed customer's expectations
• Make informed decisions about a wide range of complex business and technical issues

• Provide "white-glove" support to Microsoft customers but not limited Partners, SMB and consumers, with FQR (First Quality Resolution) goal in mind.
• Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Teams, Yammer etc.
• Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.
• Report to QM, Cluster Lead &/or Geo Leads, any management or technical opportunities
• Build relationship to create, reinforce, motivate, and guide customers and partners
• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
• Leverage collaboration support tools and processes to expedite resolution of customer issues
• Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.

• Provide comprehensive IT support services, responding to and resolving service tickets within SLAs.
• Monitor and address alerts and notifications from remote system monitoring tools, ensuring prompt resolution.
• Offer technical support for various systems and technologies including Retail POS, Windows, Servers, Exchange/O365, SQL, and Navision/Dynamics.
• Collaborate with external vendors to maintain stable services and uphold high-level cybersecurity practices.
• Contribute to technical documentation creation and assist team members with escalated issues.

• Document, Track, and escalate service tickets
• Perform desktop and laptop support tasks, such as issues, application installation and configuration, and applying user-level settings
• Configures and Support Internal and external networks
• Develops and maintain all system application, security and network configuration Install, configure, maintain and troubleshoot PC hardware and software and provide user level technical support on applications and off the shelf Microsoft products Microsoft Office 365 Administrator/Developer: Sharepoint, Azure, Exchange, Sway, Power BI, Teams Monitor trouble tickets system and respond to all trouble reports within established goals

• Network Administration Asset Management and Procurement End-user(Clients & Agents)
• Technical Support Telephony, Remote Desktop Support PC Server Software & Hardware Installation and Troubleshooting Support Microsoft Applications Computer setup for multiple clients/accounts

• Provides resolution escalated service tickets
• Works with clients to evaluate and solve technical problems
• Configures and Support Internal and external networks
• Develops and maintain all system application, security and network configuration.
• Microsoft Office 365 Administrator/Developer: Sharepoint, Azure, Exchange, Sway, Power BI, Teams Maintain and Administer Multiple Tenant MS Office 365 admin center Recommends upgrades, patches and new application and equipment Support enterprise MFPs such as Xerox, Kyocera, Fuji, Brother, Canon and HP Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.
• Other supported applications: Zoho, DUO, and iDrive, Webroot Ticketing System: Autotask Datto RMM

• Understands automobiles by studying characteristics, capabilities, and features.
• Cultivates buyers by maintaining rapport with previous customers and suggesting trade-ins
• Turns customers into buyers by matching them with their ideal car.
• Demonstrates vehicle features and takes customers on test drives.
• Demonstrates automobiles by explaining warranties and services.
• Closes sales by overcoming objections, asking for sales, negotiating prices, and completing sales and purchasing contracts.
• Provides sales management information by completing reports. S

• Network and Database Admin Database and Web Development using wordpress and Microsoft Access
• Impement Policy and Procedures documentation
• Support Computer hardware/software and printers
• Files and System Data bakcup daily
• Export/Import MS Access database from each project site of the company and upload to the central database
• Perform weekly back-up operations ensuring all required database On-boarding and Off-boarding Employee Process

• Respond to technical service inquiries from customers in a timely fashion
• Develop product knowledge to serve as a technical resource to the Domestic and International sales teams
• Efficiently analyze customer issues and provide logical solutions through phone, chat and remote PC
• Develops and maintains accurate and up-to-date user and system documentation regarding computer related issues
• Performs other related duties as required to support Company objectives
• Troubleshoots computers systems and performs virus and malware removal
• Respond to any error in the system and find ways to solve and correct any problem existing.

• Efficiently analyze customer issues and provide logical solutions through phone and remote PC Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Troubleshoots system and network problems and diagnosing and solving hardware.
• Maintains documentation, performance tuning; troubleshooting network problems; escalating problems to vendor, utilization, throughput, good-put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls or software faults.
• Assists or facilitates setting up of new users’ accounts and profiles and dealing with password issues. Create group/user policies within active directory.
• Provides coaching and assistance to subordinates.

•  Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Research and obtain further information for incomplete documents
• Keep information confidential
• Respond to queries for information and access relevant files
• Comply with data integrity and security policies
• Ensure proper use of office equipment and address any malfunction

•  Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Research and obtain further information for incomplete documents
• Keep information confidential
• Respond to queries for information and access relevant files
• Comply with data integrity and security policies
•  Ensure proper use of office equipment and address any malfunction

• Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Logging the queries of customers and employees.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
• Performing electrical safety checks on the company’s computer equipment.
• Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
• Performing Backup files for every computer.
• Managing Email Server and Two Websites.

•  Install and configure computer hardware operating systems and applications
• Monitor and maintain computer systems and networks
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Replace parts as required
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Set up new users' accounts and profiles
• Respond within agreed time limits
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Priorities and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals, such as software developer
• Test and evaluate new technology
• Backup SQL Database
• Dealing with system errors.
• Consolidating incident report and enhancement request for the system

•  Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Performing electrical safety checks on the company’s computer equipment.
• Following instructions, either written or in diagram form, in order to set up a system or fix a fault.
• Performing Backup files for every computer.
• Managing Email Server and Two Websites.
• Ensuring company policies are followed.
• Resolving customer issues to their overall satisfaction.
• Providing leadership and direction to all employees.
• Organizing employee schedule.
• Motivating employees and ensuring a focus on the mission.
• Maintaining an overall management style that follows company best practices.
• Dealing with system errors.
• Consolidating incident report and enhancement request for the system.

• Build and optimize a secure web site.
• Provide continued support for one or web properties.
• Perform routine site audits
• Designing algorithms and flowcharts
• Testing and deploying programs and applications
• Creating technical documentation to guide future software development projects
• Implement security measures.
• Anticipate and report the cost of replacing or updating computer item.

• Labor control & Monitoring. 
• Prepare and Accomplish work permit & safety permit.
• Prepare and Control Documents specifically reports and permits.
• Create daily & weekly report.
• Secure approved plans/blueprint of the project.
• Prepare methodology.
• Prepare work schedule.
• Mapping of daily accomplishments against work schedule.
• Update and Coordinate site engineers and project managers for developments.
• Records and Documents actual activity.
• Ensure the availability of materials, tools & equipment.
• Mobilize and demobilize equipment.
• Conducts punch-listing .
   

• Receive inbound calls and perform outbound calls.
• Update and evaluate customer/client account.
• Correct discrepancies and update customer account statement.
• Setting and collecting rent.
• Handling maintenance request.
• Filling vacant units including setting up appointments for clients.
• Potentially setting budget/value for the property.
• Maintaining and maximize the value of an investment to a property.

• Receive inbound calls and perform outbound calls
• Update and evaluate customer/client account
• Check and Compute credit and debit of account statements
• Correct discrepancies and update customer account statement 
• Troubleshoot and configure system settings and hardware components
• Handling maintenance request
• Create lead of everyday transaction
• Follow up call on discrepant account
• Update customer accounts
• Transmit report to sales team and supervisor
• Prepare and Control all Documents

• Create canvassing material.
• Canvass and purchase supplies, materials, equipment, OEM, & Services.
• Issue Purchase Order.
• Control Documents specifically Purchase Orders and MPR, Permits and Licenses.
• Create lead of daily MPR received and purchases.
• Create records on Purchase Orders and balances.
• Check and Monitor stocks and material arrivals.
• Check and monitor logistics daily pick up of goods and orders. 
•  Expedite urgent materials to site with documentation.
• Acquire daily usage report to site and comparison to planning.
• Prepare a tabulated report on actual usage and forecasted usage.
• Disseminate reports to the respective departments.
• Create a report on discrepant items and damages.
• Inspect actual delivered supplies, materials & equipment.
• Administer account payables to Purchase orders.
• Prepare and acquire company supporting documents for compliance.
• Filling request of License and permits
• Acquire Permits and Licenses for Dangerous Chemicals and Explosives 
• Acquire mobilization permits and request convoy to Philippine National Police

• Handling Customer’s concern about their account and resolve their issue
• Assisting Customer to improve their Credit Rating to the Credit Bureau
• Providing the best option for the customer about their Online Banking Transaction

 

• Handling Customer’s concern about their account and resolve their issue
• Assisting Customers and Subscribers about their XBOX Live Account and Billing Issue
• Resolving Customer’s concern in efficient way

• Troubleshoot technical concern of the caller in using the Software
• Access client’s screen using Microsoft’s Easy Assist Software
• Assisting clients to install and uninstall drivers and software needed for the Live Meeting software to work
• Giving option to the Caller for their Computer to work fast with the Software
• Handling minor issues for the Office Outlook that they are using in connection for their Office Live Meeting software
• Handling Escalated Issues for Office Live Meeting
• Investigating and Checking further issues using Logs from Microsoft Diagnostic Tools
• Perform coaching and recommendation for Level 1 Support Representative
• Handling Network related issues with regards to Office Live Meeting

 

• Handled  issues about Salesforce CRM mainly in Data Management, Configuration and Analytics
• Assisted other Support Representative as part of the SME/ Floor Support role
• Created analytic request (Reports and Dashboards) using Salesforce CRM
• Advised Customers about the best way they can manage their Salesforce CRM
• Researched issues that is outside Salesforce Support scope
• Supervised/ Assisted Tier 1 and 2 regarding their inquiries or concern about Salesforce
• Assisted System Administrator in configuring their Salesforce CRM (e.g. Automation, Approval Process)
• Worked on some  Data Management issues like importing records to Salesforce using importing tools (DataLoader, Dataloader.IO, Import Wizard, Workbench, etc.) and exporting records from Salesforce.
• Trained newly hired employees for ADM201 and ADM211 and provided in-depth knowledge about how Salesforce CRM works.

• Handling issues, request or concern about Salesforce CRM
• Manage records using Reports and Dashboard for the company
• Install application from Appexchange which will help the company information
• Create Apex Trigger / VisualForce Page to work with some of the complex processes
• Configure Workflow, Approval Process and Process Builder to automate business process
• Provide training to end users regarding Salesforce inquiry
• Manage and Maintain Community Portal of the company
• Analyzes Salesforce Report and Dashboard Data to be presented on Board
• Integrate Secured Third Party Application to Salesforce for Leads and Cases external record creation

 

• Handling issues, request or concern about Salesforce CRM
• Manage records using Reports and Dashboard for the company
• Create process builder for any automation process request
• Train new users with any product related enhancements
• Provides End of Month and End of Week Report
• Creates custom object/ field as per client’s request
• Configure Page Layout and Record Type as part of the request
• Configure field types of the customer’s org per logged cases

• Organize various trainings to some Salesforce Professionals here in the Philippines
• Co-organized Philippines Dreamin’ which is the largest event of Salesforce Community here in the Philippines
• Helped Non Profit Organization here in the Philippines when it comes to customizing their Salesforce Platform
• Trained Students and other Non-Salesforce professional to venture into Salesforce Industry
• Participated in some Salesforce Event like Australia’s Down Under Dreaming and Singapore Dreaming
• Introduce new features or functionalities of Salesforce to the community every Salesforce release

 

• Worked with numerous local clients which are looking to establish their CRM using Salesforce
• Architect Data and Business process into how they can maximize Salesforce capabilities and features
• Assisted existing Salesforce Administrator on some local companies in terms of deploying new modules for their org
• Trained new users for Salesforce and how to use the tools efficiently
• Helped companies integrate Salesforce into some third party  application using different connectors
• Managed large scale data to be imported into Salesforce using Data Loading tools of Salesforce
• Created custom application with the use of custom object and fields inside Salesforce to adopt the current business process of the company
• Provided efficient way on different business process to be automated in terms of different automation tools of Salesforce
• Assisted a company in implementing their Pardot B2B Platform
• Assisted a company on how they can create Marketing materials with the use of Pardot and Salesforce Email Templates
• Assisted some Non Profit Organization here in the Philippines as well as in Australia on how they can get correct data inside their Salesforce Non-Profit Platform

• Designing and implementing Development Operations standards around all major assets
• Participating in Architecture Reviews and Security audits
• Contributing to the improvement of development operations processes
• Work with the product team to ensure that requirements are clearly defined
• Work with all areas of the business to ensure that the goals and objectives of the company are met

•  Setups and implements IBM Cognos TM1 Production Server
• Performs server’s system and network monitoring
• Facilitates Server’s connectivity in the Oracle databases
• Facilitates testing of reports (UAT) 
• Facilitates the upgrade and migration of SAP Business Objects Production and Development Server in Red Hat Enterprise Linux platform
• Secures server’s connectivity to Sybase ASE database
• Performs testing of Universe and WEBI creation 
• Facilitates migration of IBM Cognos TM1 server
• Performs testing of Cube, Dimension and Element creation using Turbo Integrator 
• Facilitates the setup and implementation of Business Objects Production & Dev Servers
• Performs setup and management of clients and its connection to the BOBJ Servers
• Performs testing of Universe and WEBI creation

• Build Infrastructure from Scratch Accomplishments:
  •  IPLC (Point to point connection from China to Ortigas Data Center)
  •  Build Data Center (Ortigas Main Office)
  • IT infrastructure (LAN, WLAN, LAN interconnection for 3 Offices in Ortigas, Point to point connection Ortigas and Baguio office)
  • 5 Leased lines, 2 DSL, Firewall (Fortinet), Cisco Routers and Switches, VLANs
  • Active Directory with 300+ Computers and 300+ Users, FTP Server with 2000+ users, File server, Backup, Storage Management, Disaster and Recovery Management, Service Continuity Management
  • Inventory and Asset Standards (Asset and Financial Management)
  • Incident and Problem Management, SLT and SLA, Configuration Management, Change Management
  • VMWare, VPN Server & Client connections and Remote Support and Ticketing System
  • Video Conferencing (China, Ortigas and Baguio) 3. Build Baguio Office
  • IT infrastructure (LAN, WLAN, Point to point connection Baguio and Ortigas)
  • 2 Leased Lines, Firewall
  • Active Directory with 100+ Users, File Server 4. VPS (Virtual Private Server) implementation 5. Site to site VPN Connection Ortigas and Baguio Offices Project Management Roles and Responsibilities
  • Helps the in directing and getting senior management’s approval for a project.
  • Facilitates in starting, initiating and developing a project brief and plan and secure authorization. Identifies project schedule and budget.
  • Controls project stages, secures project is on time and on budget. Generate end stage report, next stage plan and exception plan
  • Manages deliverables and stage boundaries, creates work packages and summarizes completed work packages. Seeks authorization to proceed every stages of a project.
  • Closes a project, premature close, creates closure recommendation, end of project results, and authorizes project closure and

•  Leads the Cloud Services and DevOps Team
• End to end client deployment and support for company  Cloud Services
• Responsible for the up-time of the cloud (AWS) infrastructure platform supporting core business infrastructure
• Build infrastructure as Code using Ansible and Cloudformation
• Deploy containerized app (Docker and Kubernetes) using Rancher and Helm charts
• Design and implement cloud services support operations
• Day to day engagement with onshore cloud services team, end users, technical leads, all levels of management and 3rd parties in the areas of continuous deployment; the translation of requirements and in ensuring solutions are fit for implementation and purpose.
• Perform real time monitoring and system health checks.
• Investigate, resolve or escalate system issues.
• Delivery daily health checks.
• Contribute to enhancing existing health checks and processes across the IT environment and application deployment tasks.
•  Undertake analytical assignments on areas of operational difficulty and critical need.
• Ensure compliance with IT security and build standards.
• Provide input to trend analysis on the quality and availability of the managed environments.
• Manages AWS Infrastructure (Prod, UAT, DEV, etc.).
• Manages multiple AWS accounts.
• Cost management for all AWS accounts.
• Initiates and contributes in automating/simplifying repetitive task

•  Responsible for the uptime of the infrastructure platform supporting core business Infrastructure.
• Hands on role with responsibility for daily support tasks, delivering health checks and monitoring tools (Splunk, App Dynamics, UIM Nimsoft)
• Day to day engagement with their onshore infrastructure team, end users, technical leads, all levels of management and 3rd parties in the areas of continuous deployment; the translation of requirements and ensuring solutions are fit for implementation and purpose.
• Perform real time monitoring and systems health checks.
•  Investigate, resolve or escalate systems issues.
• Delivery daily health checks.
• Contribute to enhancing existing health checks and processes across the IT environment and application deployment tasks.
• Undertake analytical assignments on areas of operational difficulty and critical need.
• Ensure compliance with IT security and build standards.
• Provide input to trend analysis on the quality and availability of the managed environments.
• Manages 2000+ servers (Physical and Virtual)
• Manages data centers and three vCenter infrastructure.
• Manages Citrix infrastructure.
• Automating and simplifying manual and repetitive tasks.
• Manages Windows and linux servers such as Active directory, DNS, etc.
• Maximizes simplicity and manageability of infrastructure using Puppet, Chocolatey and other tools.
• Manages Cisoc AP, switches, router and firewalls.
• Manages windows and linux patching and deployments.
• Manages AWS Cloud Infrastructure such as EC2, S3 bucket, security groups, and Route53.
• Transforms and accelerate the way organizations develop, deploy, monitor, and maintain applications.
• Focuses on application reliability and performance at scale.
• Fixes application issues in production, ensuring that minor errors don't cause a major business problem

• Manages citrix infrastructure, citrix director, update citrix image/vdisk.
• Create scripts for task simplification and automation.
• Monitors and manages 1000+ servers, server services and network devices.
• Responsible for the administration and level 1 to level 3 management and support for the Oberthur infrastructure and its core components such as WAN, Active Directory, Exchange, Sharepoint, Communicator, AX Dynamics, Remote Desktop Services, Citrix XenApp Delivery Services, Clustering etc.
• Provisioning, deploys and manages Windows 2003, 2008, Solaris and Linux servers in VMware vCenter
• Implements and review IT security policies (compliance, virus removal, unauthorized software removal, proxy whitelisting/block listing)
• Performs system housekeeping (account and file system management, event logs, patch management, etc.)
• Performs internal and external vulnerability and firewall audit.
• Provides day-to-day operational supervision in a 24x7x365 Global enterprise-class infrastructure.
• Ensures maximum availability for all hosted environments by leveraging VMware, Veeam backup, BackupExec and other tools.
• Plans, executes, evaluates, and coordinates Incident and Problem Management, Service Delivery Management, Change Management, Disaster Recovery, Business Continuity and Availability Management.
• Installs and configures Development and Production Web Servers (Apache/IIS), Database Servers (MS SQL Server) and Application Servers running 3rd party and in- house software.
• Task automation via powershell scripting
• Manages Virtual Firewalls and performs Server hardening.
• AWS Proof

• Secures, manages and monitors availability of all company servers (AD, HRIS, File Server, FTP Server etc.).
• Implements, audits and update policies in company’s FortiGate 300A, 240D, 200B and 80C Firewall.
• Responsible for the administration of AD, DHCP, DNS, Application, HRIS and file servers.
• Manages and configures network printers/scanners/copier.
• Facilitates level 1 to 3 network, hardware and software support.
• Maintain account, server and firewall logs and disaster recovery management.
• Coordinates with hardware and software vendors and ISP.
• In-charge of outsourcing IT resources in setting up 51Talk’s Manila office.
• Manages outsourced IT resources through task delegation and ensures SLA are met.
• Addresses operational issues and concerns in a timely fashion
• Ensures operational excellence and excellent customer services.
• Oversees operational budget, costs, risks and audit activities.
• Evaluates current operational strategies and recommends improvements.
• Generates operational reports for management as n

•  Secures uptime of all company servers (Email, Oracle Financials, etc.).
• Manages company’s DNS server, webmail server and spam using IronPort C150.
• Manages and update policies in company’s FortiGate 300A Firewall
• Manages and configures network printers/scanners/copier.
• Facilitates end-user network, hardware and software support.
• Performs daily and weekly backup of company’s important data to tape drives using Veritas Net Backup.
• Secures the access to the servers in the data center.
• Maintain and support the DTI BNRS Server and performs helpdesk support.
• Assist Operations Manager in supervising daily operations of organization.
• Address operational issues and concerns in a timely fashion.
• Supervise operations team to ensure operational excellence & excellent customer services.
• Oversee operational cost, risk and audit activities.
• Coordinate with General Manager in different operational issues and promotional activities.
• Evaluate current operational strategies and recommend improvements.
• Generate operational reports for management as needed.

• Performs hardware, software and network upgrades using MS Windows 2003 Enterprise Edition based network.
• Responsible for implementing and maintaining system security and configurations of the four (4) company servers while providing IT support which includes planning, software and hardware configuration.
• Plans, setups, implements and manages network design, configuration and topology in a combined wired and wireless network.
• Setups and manages wireless router and Wireless Access Points (WAP), DHCP server, DNS server, Proxy server, Exchange server, Firewall and Active directory.
• Manages company web mail server (e.g. user account and mail forwarders).
• Creates and manages virtual systems such as VMWare Server, VMWare Workstations and MS Virtual PC.
• Plans, implements and manages files and data backup and recovery systems.
• Studies, evaluates, and recommends new software and hardware that are essential for the company’s need.
• Reviews and revises company’s IT policies.
• Installed and configured more than 40 facility workstations/laptops while providing IT support to all end users to ensure efficient system usage.
• Provides quarterly audit of hardware and software upgrades and changes.
• Manages and supervises support team by scheduling tasks and assignments to team members
• Orients new employees for the company’s IT policies.
• Setups and migrates IBM Cognos TM1 server and Business Objects Production server for the company’s client facilities.
• Installation of Business Objects in a Windows and Linux environment

•  Setups hardware and software upgrades of the main office and all branches in Luzon.
• Responsible for desktop, printer, network and application support in the main office as well as branches in Metro Manila and provinces.
• Setups server and teller’s workstations in different branches in the Metro and Luzon.
• Reports problems encountered, and solutions made.
• Setups backup systems to all essential files and data of the company.
• Setups emails (MS Outlook) and printers with user security.
• Supports branches remotely.

• Supports VMware ESX 3.5, ESXi 5.0 – 5.5 and vSphere 4.0/4.1, 5.1 Windows Platform such as Windows 2000/2003/2008/2012.
• Configure and Manage VMware Vcenter
• Configure and Manage Microsoft Active Directory, DNS, DHCP
• Performed Vmotion Vstorage Motion
• Respond to all issues unresolved by Tier I/II support groups.
• Local and remote server management 
• Server builds, transitions and retirements; adherence to strict check lists and formal sign off processes 
• Expedient, organized and well communicated production changes and critical patch deployments 
• Participate in infrastructure design; provide insight into server platforms, OS and build strategies 
• Coordinate remote servers builds with regional teams 
• Interface with network teams to ensure the server can see the required networks and is remotely accessible 
• Coordinate with the various tools teams (backup, monitoring, software distribution, AV, etc.) to ensure all required agents are installed and functioning on the base server 
• Perform the OS and core technology installation tasks ensuring full compliance to departmental build checklists 

Projects Handled:

• Active Directory Migration From Windows 2003 to Windows 2012
• Migration of VMware vSphere, Vcenter 3.5 to VMware vSphere, Vcenter 5.5

• Handles 10000 server support of Procter & Gamble
• Handles and resolves storage related incidents.
• installation and configuration of VERITAS NetBackup Storage Software
• This includes NetBackup Ver. ( 3.41, 5, 6) both Master and Client Servers
• Daily and Weekly Monitoring of NetBackup Reporting database servers.
• Management of Backup policy including Differential, Full and user daily
• Server Installation includes ( Windows 2000 Server and Windows 2003 Server)
• Performs maintenance check for CPU utilization and storage capacity
• VMware server management
• Management of Blade Servers
• Active Directory management of users, computer and groups
• Remote administrations and installation using different remote applications (RDC, Terminal Servers, PC Anywhere, ILO)

• Configure and Implement client’s Infrastructure such as Windows 2012 Active Directory, VMware vSphere 5.0 – 5.5
• Management of Windows 2003, 2008, 2012 Servers
• Performed Server Builds for the client
• Performed monthly windows patching
• Implement GPO policies such as removal/adding of software applications in workstations, servers as per client’s request

Projects Handled:

• Migration of Windows 2003 Active Directory to Windows 2012 Active Directory
• Migration of VMware vSphere/Vcenter 5.0 to 5.5
• Configuration and Implementation of WSUS for the client

• Configure and Implement Microsoft Active Directory
• Maintaining and administration of Windows 2003 Server, Windows 2008 Server
• Configure and managing Lotus Domino Servers
• Managing, Configuring and Implement DHCP, Active Directory, DNS, DFS, RAID Configuration
• Managing and configuring WSUS Server
• Maintaining all patch levels of server thru WSUS Server
• Maintaining all patch levels in VMware Esx host
• Maintaining, Managing and Configuring Symantec System Center
• Managing VMware Vmotion, Vstorage Motion
• Managing disaster recovery on Active Directory, DNS, DHCP, DFS
• Configure, Managing Server Builds on IBM xSeries hardware
• Configure, Implement VMware ESXi Servers
• Configuration and Implementation of VMware Vcenter 
• GPO, Implementation and Configuration
• Server Installation Windows 2003 Server, Windows 2008 Server
• Server Installation includes ( Windows 2000 Server, Windows 2003 and Windows 2008 Server)
• Performs maintenance check for CPU utilization and storage capacity
• Configure VMware ESXi Servers
• Implement, Configure DNS, DFS, RAID Configuration

Projects Handled:

• Trained Helpdesk in creation of domain accounts, password resetting, unlocking accounts
• P2V migration of Servers
• Implement Active Directory on VMware Platform

• Handles server support of different clients
• Provides technical support to clients in terms of hardware, software and networking administration
• RAID hardware and software configuration, management and migration
• Server Builds and Configuration
• Troubleshooting/repair Server Hardware and Software
• In-charge of setup of wireless networking.
• Provides installation and maintenance of internal PC hardware components and peripherals, and setting up local area network (LAN connectivity of PC’s)
• Provides setup of printers, scanners and other computer peripherals
• Troubleshooting/repair of printers, laptops, desktops, servers, UPS, etc.

• Supports Client’s VMware Vsphere 6.7, Windows Platform such as Windows2008/2012/2016/2019
• Supports, Manage Client’s Vmware Horizon View (VDI)
• Configure and Implement Vmware Vcenter
• Performed vmware server cloning
• Performed MS SQL Clustering on server builds
• Performed RDM disks creation
• DNS record creation
• VMware Vcenter server builds 
• Handles Incident, Problem and Change Management
• ADFS Management and configuration

Projects Handled:

• Migration of VMware machines from old vmfs storage to new vmfs storage
• Migration of VMware vdi machines to new VMware horizon view server

• Configure and Implement client’s Infrastructure such as Windows 2012 Active Directory, VMware vSphere 5.0 – 6.0
• Management of Windows 2003, 2008, 2012 Servers
• Performed VMware Monthly Patching
• Performed VMware server cloning
• MS SQL Installation
• Apache Web/Tomcat Installation, Configuration
• DNS creation for client’s newly create site
• Performed Server Builds 
• Performed Server Builds in AWS via EC2 instance
• Performed Server Patching thru AWS SSM

Projects Handled:

• Migration of Windows 2008 Active Directory to Windows 2012 Active Directory
• Migration of VMware vSphere/Vcenter 5.5 to 6.0
• Configuration and Implementation of MS System Center Configuration Manager

• Trained and Certified Engineer in Vmware, EMC Storage, Symantec Backup Exec
• Assist client regarding Virtualization , Storage Consolidation as well as their Backup Solutions
• Provide solutions and strategy to the client based on the requirement/project of clients
• Able to implement different kind of Storage SAN Systems (fiber, iscsi)
• Provide after sales support to the supported product (Vmware,EMC, Symantec Backup Exec)

• Trained and Certified Engineer in Server and Storage of DELL and HP Systems
• Assisted client  with hardware and software problems, provided troubleshooting. Performed maintenance of Servers and Storage equipment, identifying problems and providing appropriate solutions. 
• Built, maintained, Computer  Server systems to improve availability , performance and efficiency of operation.
• Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
• Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
• Trained to handle pressure in critical situation. And can work in scheduled time 

• Monitor Backup success and failures Netbackup 6.1 , 7.1 and 7.5..
• Ticket on all failures not reported by operations.
• Provide daily reporting and meeting for Enterprise backups.
• Complete procedures as they relate to failures.
• Escalated failures and monitor fixed jobs
• Monitor, review, and report on tape device status.
• Contact vendors to open service calls for support of hardware.
• Provide follow up on backup tickets in other team’s queues.
• Provide Daily team reports.
• Provide daily reporting and meeting for Enterprise backups.
• Create and update procedures as they relate to failures.
• Fix all backup failures 24x7
• Fix tape devices as necessary.
• Work with vendors to solve complex problems.
• Work with other teams to resolve backup issues..
• Perform all recoveries for all customers.
• Perform Special Backups as instructed.
• Perform Builds, decommissions, and verification.
• Policy Creation, Management and execution for all OS and application types
• Maintain accountability for the SLAs.
• Escalate tickets which cannot be solved by the RIM team to the US team. 
• For all escalations work with the US teams to insure that if a procedure is needed that it is created

• Plan, Design, Deploy, Support and Optimize a growing VMware cloud based on VMwarevCloud, HP Proliant Servers, Cisco UCS and HP and EMC Storage.
• Identifying, monitoring and troubleshooting systems issues using such tools as SNMP, syslog, MRTG
• Provide basic Microsoft Server Deployment support (We are responsible for the OS deployment and performance ONLY)
• Provide Internal Microsoft Server Support for our company wide network, most of which run on the IAAS platform.
• Design and test the entire DR and Backup Strategy across all platforms (Linux, Windows, databases, snapshots)
• Managing and Maintaining Microsoft AD, DFS, DNS, WINS, File and Print Services
• LDAP experience
• Experience with high availability networks
• Managing and deploying current software patches across VMware and Microsoft environments
• Writing and maintaining documentation
• Change management documentation and approval processing

• Provide Support Windows Server (Windows 2003, Windows 2008 and Windows 2012 Platform)
• Daily Support of Virtualize Enviroment (VMware, Citrix)
• Provide Support to Virtual Application deployed to production ( Citrix Xenapp)
• Provide Daily Monitoring of Backup using CommVault and Avamar backup Software.
• Provide Support Enterprise Email System (Exchange 2007 and Exchange 2010)
• Provide Support Email Gateway (Mcafee Email Gateway)
• Provide Support Antivirus System ( Mcafee EPO Server)
• Provide Support Web Gateway (Mcafee Email Gateway,Sophos Web Gateway)
• Provide Support Internet Security Solution (AXS Guard)
• As a CRM System Administrator, We provide support to CRM Infrastructure(Frontend, Backend, Reporting and SQL Servers). Provide support in Outlook Plugins related issue.

- Managed all Technical issues and conducted troubleshooting efforts for Windows and MAC computers/devices. - Resolve our customers' technical issues by providing real-time support accurately for our clients through phone, chat and email. - Remotely diagnose and resolve support requests utilizing ConnectWise Automate (Formerly LabTech), and other available tools. - Troubleshoot server and desktop issues on AWS (Amazon Web Services) Environment. - Administer Windows domain account issues, including GPO, AD and user password changes. - Remotely support VPN, desktops, laptops, PDA, peripherals, printers and resolve requests using remote tools. - Documents all end-user interactions in the ConnectWise Manage system. Ensure client support tickets are resolved in a fast and professional manner and comply with Service Level Agreements

• Managed all Technical issues through ConnectWise and conduct troubleshooting efforts with the use of LabTech Software Control Center.
• Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
• Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
• Troubleshoot server and desktop issues on AWS (Amazon Web Service) Environment.
• Administer Windows domain account issues including GPO, AD and user password changes.
• Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
• Documents all end-user interactions in our customers in our ConnectWise system
• Log any issues and document resolutions
• Build strong relationships with Client Services and Team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to Agreed Service Level Agreements
• Identify any training/knowledge needs for clients and colleagues
• Provides consultancy to further improve IT infrastructure

• Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
• Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
• Support on desktops, laptops, PDA's, Smart Phones, and other peripherals.
• Administer Windows domain account issues including GPO, AD and user password changes.
• Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
• Documents all end-user interactions in our customers in our ConnectWise system
• Log any issues and document resolutions
• Build strong relationships with Client Services and Team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Identify any training/knowledge needs for clients and colleagues
• Provides consultancy to further improve IT infrastructure

• Responsible for managing all technical aspects of a company’s relationship with its customers
• Client-facing role that requires me to work on both strategic long term and short term plans and projects.
• Responsible for the Technical Account Management of a portfolio of clients.
• Maintains Standard Operating Environment and Documentation Build.
• Build strong and positive relationships with clients at various levels
• Build and document knowledge about the clients business and technical setup
• Project manage and document all technical projects carried out with clients
• Actively play a part in ensuring financial targets are reached
• Log any issues and document resolutions
• Build strong relationships with Client Services team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Feedback any important client information to Client Services Team
• Identify any training/knowledge needs for clients and colleagues

IT-Technical Account Manager | October 2014 to September 2015

• Responsible in Managing the Enterprise Wireless Team based in Fluor Cebu Site
• Responsible in making sure that all Wireless Related requests, concerns, and issues are being taken care of by anyone from the Enterprise Wireless Team.
• Architectural Review Board Co-Approver of all Wireless and Network designs for implementation.
• Handles the Team that supports 3079 Devices for APAC, Southeast Asia, Europe, and US locations.
• Technical Design Review Board co-approver for all Wireless Network Design proposal and implementation.
• Streamlining processes and standard procedures for the Enterprise Wireless Team.
• Document all critical information, procedures, and reports.
• Present all form of Reports for the Enterprise Wireless Team to the upper Management.

• Responsible for managing all technical aspects of a company’s relationship with its customers
• Client-facing role that requires me to work on both strategic long term and short term plans and projects.
• Responsible for the Technical Account Management of a portfolio of clients.
• Maintains Standard Operating Environment and Documentation Build.
• Build strong and positive relationships with clients at various levels
• Build and document knowledge about the clients business and technical setup
• Project manage and document all technical projects carried out with clients
• Actively play a part in ensuring financial targets are reached
• Log any issues and document resolutions
• Build strong relationships with Client Services team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Feedback any important client information to Client Services Team
• Identify any training/knowledge needs for clients and colleagues
• Prepare and perform training of clients and colleagues

• Maintenance of IT Equipment and Infrastructures.
• Dedicated I.T. Support for several Telstra Line of Businesses
• Provide internal support for Desktop, Applications and Network issues.
• Conduct testing and implementation of new applications intended for production use.
• Proactively checked issues for troubleshooting and preventive measures.
• Manages Active Directory and Microsoft Exchange Servers
• Manages File and Print Servers
• Batch File and VB Scripting
• Monitoring of Companies I.T. Assets
• Maintaining and Updating of Standard Operating Environment and Scope of Work documentation

• Handles all Technology related concerns and IT Infrastructure concerns for Cebu eBloc II Site.
• Handles the Technical training and Process orientation
• Compliance of Technology related items such as maintenance of Active Directory, SEP [Anti-Virus], Wireless Security, Systems Configuration Center Management clients, Hardware Inventory, Software Updates, Standard Operating Environment.
• Maintains the documentation builds of all Line of Businesses.
• Coordinates with Account Managers, Network Team, Server Operations, and System Administrators.
• Implementing Request for Change.
• Represents the Site Technology in Bridge Meeting, Client Meeting, and CLT meetings.
• Provides Weekly Technology related reports to Local Technology Team.
• Provides Weekly Tickets Assessment to the upper management.

• Provide support to AT&T High Speed Internet customers through phone and remote access troubleshooting.
• Troubleshoot reported Internet Connectivity Issues via phone or Remote Desktop
• Troubleshoot reported Email Issues
• Troubleshoot reported Virus and other supported Desktop Issues
• Answers inquiry about AT&T Products
• Handles escalated issues from Tier 1 support group

• Provide support to global customers through real time messaging, email and phone and remote access troubleshooting efforts.
• Handles deployment of Java application to production and test servers.
• Maintain and troubleshoots servers and applications issues.
• Proactively monitoring the business infrastructures through Nagios, MON, Cacti, MRTG and real-time alerts.
• Direct hands-on experienced in Bea Weblogic, Toad for Oracle, WinCVS, Java Eclipse, VMWare, SunXVM’s Virtual Box, PC Anywhere, Radmin, and VNC and RT (Request Tracker) .
• Handles OpenSource Projects under different OS distributions.
• Monitors Network, Hardware and Software Issues via Network Monitoring Tool

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices.

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices

• 2nd Level information systems services problem resolution: problem definition, research, and resolution. • E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection issues, spam, etc. • Proficient in Active Directory / Windows Terminal Service • Strong in Vmware / Hypervisor • Good Knowledge of Office 365 / Cloud solution • Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 & 11, Windows 2012/16/19 • Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring, RMM • Windows 2012/2016 Exchange 2016 • TCP/IP protocol, firewall, security, and firewall and troubleshooting • Perform network audit reports • Contribute to Research and Development projects • Able to manage Disaster recovery for clients (AD, FileServer, etc.)

• Handled ITIL processes and associated ITSM, Monitoring, Datadog, and service portals for Incident
• Handled installation on new, or updated existing VMWare, Linux, and Windows servers.
• Handled installation, configuration, and maintains asset management applications and systems.
• Handled customer's technical issues and communicate with them via email, phone and ticketing system
• Handled Installation, configuration, maintenance, and solving errors for content management systems including, WordPress, Wiki’s, CRM, WHM/cPanel, Netmas, Radius, and TheDude.
• Handled Cloud servers via GCP, Azure, Alibaba, and AWS.

▪ Maintain the POS computers and printers.
▪ Install different kinds of Operating System.
▪ Install PC Hardware peripherals.
▪ Maintain network connectivity
▪ Troubleshoot POS programs using Delphi 5 and Database Explorer.

▪ Troubleshoots DSLAM Package.
▪ Troubleshoots ATUR connection.
▪ Conduct Electrical Testing.
▪ Conduct PWB repair and PWB soldering.

▪ Maintaining equipment, participate in team efforts of producing quality products on time at the lowest possible cost and in continuous development program to enhance our operations.
▪ Operate and run the following machine: Laser Ablation, Washer, Auto inspection, Dicing, Tab bonder and Electrical Testing machine with basic troubleshooting.
▪ Sustaining equipment up time to contribute to the department objective in productivity, yield and quality

▪ Maintaining and installing Servers for Call Center System with the following systems, Centos, Asterisk, Vicidial, Elastix, Goautodial, PBXonflash, VMware SAP Server and other telephony technology.
▪ Database, Web, and Application Server maintenance, installation and backup.
▪ Installing and configure Asterisk, PHP, MySQL, Perl, Linux shell scripting,.
▪ Setup and configuring Firewall, Video conference, Cisco Router and Switch management.
▪ Installation and configuration of Routers like Cisco, Linksys, Vyatta and Untangle.
▪ Setup of VMWARE Virtual Machine configuration and installation.
▪ Maintaining Network Connectivity, Antivirus and Workstation

▪ Installation, maintain and support of Hospital Information System.
▪ Updates, test and backup Databases.
▪ Maintain and install Windows Server and SQL server.
▪ Maintaining Hospital Servers Unit, database and application backup.
▪ Installation and testing of new Software for development.
▪ Installation and configuration of Routers like Cisco, Linksys, Vyatta and Untangle.
▪ Installation and configuration of Virtual Machine Server.
▪ Technically support Major Workstation Hardware/Software problems
. ▪ Restrictions of internet connectivity and monitoring.
▪ Installation and maintain for IPPBX systems.

▪ Maintenance of the following Servers: Email server, HRIS, Production System andRemote Server .
▪ Updates and Backup of Windows Server, SQL server, Ubuntu server, and Centos server.
▪ Maintaining production system, database testing and backup.
▪ Installation and maintenance of firewall and VM Server.
▪ Maintaining Network Connectivity and printer sharing.
▪ Maintain Internet Viruses Protection and software Security.
▪ Restrictions of internet connectivity and Virus monitoring.
▪ Maintaining IPPBX Systems.
▪ Trouble shoot and Fix major problems on company 6 Branches.

▪ Maintenance of the following Servers: 4 Linux Call Center System Server on Cloud Server .
▪ Updates and Backup of Ubuntu server, and Centos server.
▪ Maintaining of Internet Viruses Protection, Software Security and Network Connectivity.
▪ Restrictions of internet connectivity and Virus monitoring.
▪ Technical Support on 150 Agent for IT related issues on workstations.
▪ Maintenance of the following Servers: Email server, HRIS, Production System and Remote Server .
▪ Updates and Backup of Windows Server, Ubuntu server, and Centos server.

▪ Vicidial system server maintenance on a linux platform on cloud servers.

▪ Vicidial avatar setup and support, apache, PHP, MySQL, AWS, virtual machine.

▪ Install, setup and configure vmware, xenserver, proxmox and vicidial servers.

▪ Install, configure, setup, updates and backup servers.

▪ Maintaining of internet viruses protection, firewall and network connectivity.

▪ Restrictions of internet connectivity and virus monitoring.
▪ Support and fix on agent for IT related issues on workstations.

▪ Experience on installation, configure MySQL servers

• Implement Linux OS user account registration, deletion, and modification.
• Responsible for handling Rhel 6&7. OpenSUSE, Hp-UNIX, and Tandem OS issues as L2 support.
• Responsible for handling Windows servers 2008 and 2012 OS issues as L2 support.
• Responsible for handling Cloud hosting servers on AWS, VMware, and Azure.
• Responsible for handling monitoring applications like Zabbix, Splunk, Subversion, and Web Logic.
• Responsible for handling web applications like Apache, Nginx, Php, httpd, Perl, Oracle, and Java.
• Responsible for handling Linux services like crontab, and bash scripting.
• Responsible for handling updates and patching like yum, rpm and repositories, 
• Prepare and create procedure manuals for major and minor tasks or activities upon client request.
• Coordinate with the Vendor for any hardware and OS-related problems on the server.
• Microsoft Certified Azure Fundamentals dated September 29, 2020.

• Managed cloud servers on GCP, Azure, and AWS.
• Resolved WHM/cPanel issues via email and ticketing systems.
• Provided support for Jira, Jama, Octane, Polarion, Bitbucket, and SVN tools.
• Installed and maintained Vicidial, FreePBX, vtigerCRM, Asterisk, and VOIP instances.
• Resolved issues for various instances including WordPress, Wikis, and CRM.
• Handled user account registration, deletion, and modification on Windows and Linux systems.
• Supported projects and resolved issues in VMware ESXi, XenServer, AlmaLinux, CentOS, SUSE, and Ubuntu.
• Conducted OS performance tuning and system patching on Linux and Windows servers.
• Monitored applications using Zabbix, Splunk, LiteSpeed, pfSense, Subversion, WebLogic, Asterisk, Vicidial, FreePBX, VoIP, Dialer, Backup & Replication.
• Worked with application tools such as Apache, Nginx, PHP, Perl,