L3 Helpdesk/System Engineer

• Apr 2022 - Present

L3 Helpdesk/System Engineer

• Jul 2021 - Apr 2022

MSP Technical Support Engineer, Intermediate

• Jan 2020 - Jul 2021

- Deliver service and initiate technical troubleshooting sessions w/ customers - via phone, email, and chat. - Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators, Server Administrators, etc.) - Provide an exceptional customer experience through issue resolution. - Manage & work support tickets, utilize Salesforce to maintain thorough and accurate documentation of cases. - Effectively communicate technical information to non-technical customers - Contribute to our Knowledgebase (author and edit knowledge base articles) - Maintain working lab systems to facilitate reproduction of customer issues - Maintain and continue to develop in-depth knowledge of Solarwinds MSP products and services. - Managing, diagnose and resolve technical issues involving Backup, Backup Restore, Disaster Recovery, Remote Monitoring and Management (RMM), Remote Control (Take Control) - E-Mail protection, archiving, security & Filtering, protects from phishing, malware, & other email threats. - Support "Passportal" - Secure Password & IT Documentation Management, from different integration Show less

Senior System Administrator

• Jul 2019 - Jan 2020

- Managing Nutanix Server virtualization technologies & Microsoft HyperV/Virtual Server - Maintaining DNS Server – database public IP and associated Hostnames & Domain - In charge of Web hosting setups (cPanel), Web Application and Active Policy implementation - Supports NSFOCUS anti-DDOS– distributed denial-of-service prevention system - Monitor Speed Test Server – performance monitoring - Administration and configuration of Linux/UNIX & Microsoft IIS - Managing Active Directory/LDAP user and group administration - Sustaining network integrity, server deployment, & security to ensure security and availability to specific users. - Maintain network servers such as file servers, VPN gateways - Administer servers, Desktop computers, printers, routers, switches, firewalls, phones, personal digital, Smartphones, software deployment, security updates, and patches. - Managing MRTG Cacti – network monitoring tool that reads NMP values from SNMP-enabled hosts and displaying them in a very user-friendly graphical manner - Make recommendations for future upgrades. - Maintain system efficiency. Ensure the design of system allows all components to work properly together. - Troubleshoot problems reported by users. Analyze and isolate issues. Show less

Senior Engineer, Technical Support

• May 2008 - Jan 2018

- To provide support and maintain IT infrastructure - Manage and maintain IT standards and policy in the PH operating environment in line with global strategy and policy. Setup and maintain computers/servers according to corporate standards. - Lead Global I.T. meeting on weekly basis (Singapore, China, Germany, US, UK, Philippines). - Perform System Administration on Microsoft Windows server. - Monitor and update Operation using Veritas Backup Exec. - Update Geoffrey System (Access Card) User Information. - Administer and maintain BEHRINGER SharePoint Site / Confluence on a regular basis. (Creation of site, site management, access permission, conducts research & suggests system improvement) - Administer Macintosh. Support all MAC users. - Ensure no operation disruption due to Servers, Application security breach and / or virus intrusion (To make sure no major virus out-break & intrusion, conduct regular security base line check on servers) - Ensure servers and related applications support qualities. (To make sure no major servers & related applications interruptions for more than 1 day) - Ensure all servers & applications are operating within the predefined threshold and are covered with valid warranty & maintenance contracts. - Monitor & update Service Desk Application / JIRA tool on a daily basis. Ensure all issues/problem have proper escalation process and registered in SD. Attend user request & ensure to complete before deadline. - Complete documentation of server configuration, application procedure & asset listing are in place to ensure maintenance can be carry out by other team. - Primarily responsible for providing technical support to PH users on all company supported hardware and software applications (Desktop, LAN/WAN, Data/Voice). - Administer AVAYA Phone & VICON setup and configuration. Show less

I.T. Administrator (Hardware, System & Network)

• Sep 2007 - Feb 2008

- Hardware, Software, System, Network & E-mail Administrator - System support using CONCORDE System / Software CXAL (Company System). Planning, generates report, back-up data and files, implementing configuration and monitoring storage to ensure optimum performance. - Manage and configure Windows Server 2003 - Manage Server Active Directory (Account Creation, Unlocking Accounts, Group Permissions and Policy). - Technical support, monitoring, troubleshooting, installation of hardware, software, system, network connection, IP address and LAN cabling user’s problem. - Maintain E-Mail (Web based) and internet connection using proxy server and remote PC’s. - Maintenance of all computers, server, printers, switch, router, hub, modem, UPS, PABX and other peripheral equipment - Keep/stored all I.T. important documents and license. - Weekly submit I.T. status report Show less

Branch Head – E.D.P.

• May 2006 - Dec 2006

(One of the largest distributors in Books, Schools & Office Stationery with more than 14 branches throughout in UAE. Sole Disney licence holder in the Middle East) - Updates files, records, bar-coding, costing and pricing. - Supervise product items and inventory controller - Coordinating accounts and inventory department. - Daily and monthly documentation reports - Monitor sales and stock analysis reporting to management - Provide computer system orientation and on-the-job trainings to new department staff members. - Assist personnel of other departments as a computer resource - Determine and document computer problems (hardware, software, user access, etc.) - Receive telephone calls from other branch with computer system problem and recommend solution. - Repair and install computer hardware such as peripheral equipment. Show less

Office Staff / Clerk / PC Technician

• Jul 2000 - Apr 2006

- Assemble computer (parts) and install software’s / programs. - Encodes different computer works that are needed by the office. - Prepare reports, data, information and recommendations. - Prepare all documents pertaining to office request (Office equipments, tools, etc.) - Responsible for the incoming / out-going communication & confidential files / documents. - Responsible for files, supplies and equipment inventory. - Performs constituency related services and assist visitors/clients of the Governor in the Governor’s Office. - Act as property custodian of office, including computers, office supply & IT equipment. Show less