Experience

Command I.T. Services

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Support Technician

  • Jan 2020 - Present



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Manager

  • Oct 2018 - Dec 2019

  RESPONSIBILITIES – Site IT Manager Client-facing coordination for IT services required by operations. Single point of escalation concerning site IT operations. Establish work relationship among operations lead and ensure delivery of IT requirements Manage a team of 11 deskside support and 3 shift leads to ensure coverage of IT support for the site Project management lead for site IT requirements for new incoming businesses. This involves a regular client business and IT call to ensure necessary needs are met. Site requirements are then collaborated with various IT support teams to guarantee accurate and timely delivery Establish professional working relationship with leaders from other IT support groups Hold regular meetings with team to provide updates on everyone’s professional progress. We also discuss any difficulty within our support and challenge the team on how we can succeed them Take lead on yearly BCP exercise. Business Continuity Plan is essential to ensure our office continues to provide IT infrastructure delivery in any disaster event.- promoted to Site IT Manager on October 2018

• Deputy Manager

  • Feb 2014 - Oct 2018

  RESPONSIBILITIES – Account IT / IT Operations / Site Operations / Deputy Site IT Manager Client-facing coordination for IT services required by operations 1st Level escalation for Sev 1, 2, and 3 incidents Daily monitoring of metrics and monthly Ops review presenting the scorecard and actions taken Identify, track and highlight delivery gaps within service delivery, build and manage remediation Single point of escalation concerning site IT operations. Establish work relationship among operations lead and ensure delivery of IT requirements Establish additional monitoring [PRTG] to ensure the team can proactively respond to any incident. This also helps the team to have a historical view on available IT services.- promoted to Deputy IT Manager on Oct 2016



IBM Solutions Delivery Co., Ltd.

• NCR - National Capital Region, Philippines

• Network Specialist

  • Mar 2011 - Feb 2014

  RESPONSIBILITIES – FNS Project CISCO Network design and implementation CISCO Network change management, troubleshooting and monitoring Client coordination for network design, equipment ordering Cisco contract management, coordination and monitoring for renewals and faulty equipments Other responsibilities including but not limited to: network termination, troubleshooting and patching – SWIFT Project CISCO Network change, implementation, troubleshooting, management, monitoring, coordination with TAC JUNIPER SRX troubleshooting, management, monitoring, coordination with JTAC Continuous coordination with other IT groups for issues, implementation, and management Coordination for RMA of faulty equipments Manage and support compliance posture for managed network systems Other responsibilities including but not limited to: Client coordination for IT concerns and or issues, network related ticket handling, daily update reporting



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Network Specialist

  • Nov 2006 - Feb 2011

  RESPONSIBILITIES CISCO network outage control/escalation AVAYA IP/TDM telephone system administration/outage control Microsoft Active Directory/Exchange server user administration Linux server administration tasks for user account/LDAP management DNS administration Antivirus administration and policy management - Sophos/Symantec/Mcafee Fully utilize available networking tools to quickly identify and fix affected systems Perform various desktop support as required by operations Create weekly reports for the current Helpdesk ticketing system



TeleTech Philippines

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Feb 2005 - Nov 2006

  RESPONSIBILITIES - take in calls and assist in troubleshooting DSL connection issues for leading ISP provider. Escalate and transfer to different departments. - assist fellow team mates in keeping up with metrics and updates for the entire LOB - assist mentees in achieving the required metrics of the LOB - take in supervisor calls upon request of the customers RESPONSIBILITIES - take in calls and assist in troubleshooting DSL connection issues for leading ISP provider. Escalate and transfer to different departments. - assist fellow team mates in keeping up with metrics and updates for the entire LOB - assist mentees in achieving the required metrics of the LOB - take in supervisor calls upon request of the customers