Experience

Outsourced

• Philippines
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Customer Service Support Manager (Consultant)

  • Oct 2022 - Present

  Client: Mimecast • Work with the entire Manila Service Delivery team to provide support and worldwide customers • Assist administrators with using the Mimecast service and ensure best practice configuration via both phone and e-mail • Investigate and troubleshoot issues and make recommendations to improve system performance • Maintain detailed case history and escalate issues appropriately • Work with and provide exceptional support to Mimecast partners and resellers • Hands on experience with Microsoft Exchange and Active Directory • Understanding of internet fundamentals, network routing, and e-mail delivery • Experience providing technical support to IT Administrators • Responsible for the team in handling their Email and Call Cases • Side task to create reports, KPI, and other training and process where it can help the team to improve themselves Show less



ConnectOS

• Brazil
• Facilities Services

• Information Technology Service Desk Team Lead (Consultant)

  • Oct 2021 - Oct 2022

  • The Service Desk Team lLead is responsible for both Inbound and Outbound contacts from clients seeking response to Technical, Procedural and General enquiries for Corum Health Products & Services, across all channels. • The Consultant is expected to Lead a Team that Diagnose, Investigate, Resolve and Escalate client cases, employing technical knowledge, skills, experience and judgement to ensure performance within defined Service and Quality standards. • Duties are normally performed within a Call Centre environment and the Consultant must be available to work variable shifts, including After Hours and on the Weekend as required by the business. Show less



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Sr. Technology Specialist

  • Apr 2021 - Oct 2021

  • Supervises the response to user queries and computer problems including printing, installation, cable connection, word processing, electronic mail and other desktop issues. • Supervises the installation and troubleshooting peripheral equipment such as servers, desktops, printers, telephones and storage devices • Supervises the configuration, monitoring, and maintenance of email applications or virus protection software and other desktop configurations • Escalates requests, especially pertaining to network connections, to the appropriate party, as needed; Includes coordinating user access for staff to the US team • Provides operational support for the organization's information systems and peripheral equipment, such as servers, desktops, printers, telephones and storage devices Show less



ITAS Global Solutions, Inc. (formerly SkyArrow)

• Information Technology Manager

  • Jul 2016 - Jun 2020

  • System Administrator for the Domain management and DDoS protection o Registrar such as GoDaddy and some UK Hosting sites o DDoS Mgt such as Akamai, Cloudflare, Incapsula and some 3rd party vendor portal (with support) • Acts as a single point of contact to Devs, IT Department and Business owners, upper management as well as other supporting organizations regarding the service. • Support the operations of the Global Service Desk/Technical Support, System and Network Engineers based on the established procedures. • Supervise all Global Service Desk/Technical Support from different offices. Conduct annual and semi-annual evaluations. Take disciplinary actions including termination if necessary. • Delivered the following services: Incident Resolution, Problem Management and Operational tasks supporting transitions, knowledge management and continuous management • Manages customer expectations and controls all ITSM processes to deliver at agreed service levels • Weekly and Monthly meeting of IT Department (Tech and Infra team) for project and request status • Ensuring that the team provides reliable and timely responses to service requests. Plan and establish a timeline for fulfilling each service request based on its complexity. Manage and clear the backlog of service request effectively. Keep the management team apprised of the status of service request on an on-going basis. • Maintain relationships with other teams, offices, vendors and professional organizations. Show less



ITAS Global Solutions, Inc. (formerly SkyArrow

• IT Technical Support Team Leader

  • May 2014 - Jul 2016

  • Facilitate the new IT Team division from Helpdesk into 3 team (Technical Support, SOC and NOC Team) • Handles escalations in case of any service disruption. Ensures management update in case of critical incidents and drives others communications related. • Given the rights to manage and handle services from IT Infra Team (SOC and NOC Team) o Co-Administering the Active Directory, GPO, File-server, Exchange Server, WSUS, Web Services IIS & XAMMP, DNS, DHCP, Anti-Virus, DNS, DHCP, Backup system (backup exec, backup tape, Barracuda Spam & Web Filtering) • Owns, maintains, monitors and reports on service levels on a monthly basis. Drives service improvements • Analyze and reviewing performances of IT Department based on the results against SLA’s and KPI’s defined to measure quality of service. • Establish standards, policies and procedures for IT Department. Implement solutions consistent with the overall IT plans and objectives. • This position is responsible with the overall status of tickets and issues of IT and ensuring that SLA are being followed and being handled in a matter of time. Show less



Sky Arrow Technology, Inc.

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• IT Helpdesk or IT Technical Support

  • May 2012 - May 2014

  • Oversee the production issues and to be familiar with the production area and process • Acts as initial point of contact of any problem/incidents. Perform the initial problem determination. • Checks ticketing system every day, making follow-up of tickets beyond SLA. Provides feedback to the requestor regarding status of the request. • Closes tickets that were already done. Performs additional task that may be assigned. • Co-work with System Engineer and Network Manager with the following services and devices o Active Directory, File-Server, Exchange Server, Web Services IIS and XAMMP, DNS, DHCP, Anti-virus and Backup System o Registrar such as GoDaddy and some UK Hosting sites o Cisco switch if VLAN changing and access list is needed o Juniper Firewall system for routing and to gain internet access based on the requirements of the Developers from Singapore and in Canada Show less



TeleTech

• Denmark
• Appliances, Electrical, and Electronics Manufacturing

• Technical Support Associate

  • May 2011 - Jan 2012

  • Perform all Technology IT Desktop Support • Oversee and support trouble ticket activity and work orders as required. Prepare and submit an end shift report of any ticket that needs to be continuously worked on across shift • Proactively recognize technical issues affecting the agent or call center production and to recommend an effective solution. • Log tickets for each support with clear and concise documentation of all actions performed in near real time. • Take responsibility for assigned from inception through deployment • Work co-operatively with other Technology units to provide superb quality customer service • Creation of computer images if ever there are any changes Show less



Am-Europharma

• IT Administrator

  • Feb 2010 - May 2011

  • Administer MIS technology including computer hardware and software, network maintenance, MFG database and report generation report (report builder) • Provide desktop technical support including upgrading and PC assembling • Ensure and enforce company IT security policy • Day-to-day IT operational support for the entire organization • Administer Active Directory (policy and user account management) and File-Server • LAN cable creation, installation (plotting to the new designated area), network configuration, WIFI connection and configuration of switch. • Licensing Management / Coordination with the supplier and contractor • Develop new system (see example) and handle existing system: o RMIS – Raw Material Information System: inventory and expiration of items in Warehouse for QC Dept. o RIS – Reagent information System: control of retest data of specific items in QC Dept. Show less



IBIDEN Philippines, Inc.

• Philippines
• Semiconductor Manufacturing
• 400 - 500 Employee

• System Analyst and Technical Support

  • Nov 2006 - Nov 2009

  • Technical support: Troubleshoot concerns in printers, network, e-mail, desktop and laptop computer, computer mapping, DNS, upgrading and installation of software. • Backup Administrator: To make backup schedule and to check every day that all server has a backup image and the created image is good. • Website and Intranet administrator: To manage IPI website and Intranet • Developed and handle new system: o EIS (Electronic Info. System): Created in VB6 and MSSQL is the backend. Contains data transaction of employee for issuing clearance and COE. o CBT (Computer Based Training): Created in VB6 and MSACCESS is the backend. Electronic examination and automated generation of results. o FIFO system: Centralized information and inventory of raw materials o Packing Label/Shipping Label: Generation of barcode stickers that get data from production server. Show less