2009
Blank
Centro Escolar University Manila
More Info About Me
Motivated Individual with a strong background in Technology and Infrastructure and has solid experience in Technical Support and Customer Service. Also is able to understand and adhere to Service Level Agreements and Metrics alike. Has passion to Serve clients and has the ability to multi-task and prioritize tasks with quality.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2018
-
2022
INFORPSSC
(Technical Support Analyst)
•Handle day to day incidents with different severities following strict SLA
•Triage on Support request cases – which involves challenging case severities; providing workarounds and known solutions; and collecting necessary information for further analysis
•Acts as single point of contact and meet a variety of Subject Matter Experts to ensure fast incident resolution
•Monitor incidents within the team to make sure all are properly addressed. In addition, monitor incoming incidents to be designated to each analyst
•Conduct web meetings/conference calls with clients and other technology resource/s to quickly address escalated incidents raised by global clients. With familiarity with WebEx, Zoom, MS Teams, Jira tickets and IBM PMR tickets
•Responsible for creating or contributing to the Knowledge Base database for discovered software defects and existing workarounds
•Troubleshoot technical issues ranging from windows/ database, operating system, ERP, WebSphere, data analysis, code debugging, test scenario creation and testing.
•Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
•Identifies skills gap and initiates needed knowledge transfers with other teams in the organization
•Familiarity with the following technology (WebSphere certificates, install and configuration, cloud server access/administration, database environment and portal application support, ADFS support (certificates and management) IIS, User management (AD, IFS, Security Administration) experienced in reading IBM WAS logs, db.logs, security logs ,ios.logs, fiddler and network traces, Building and Deploying EAR files to IBM WebSphere Application Server, Ming.le expert and Lawson Software and Infrastructure)
2014
-
2017
IBM Solutions Delivery
(Software Engineer Tier II)
•Reporting Metrics/Management Processes in the team
•Train new hire for specific technology and process for day to day work
•Lead Technical Meetings with different teams across different Geos.
•Lead Technical and Team meeting to drive resolution for an issue and address team concerns.
•Lead company initiatives for different projects within the organization
•Lead information sharing to changes and management updates to engineers and alike.
•Assisting customers/clients with software configurations
•Documenting procedures and technical resolutions in a ticketing system and in a technical knowledge base
•Processing customer requests via phone, email and instant messaging
•Knowledge of client / server architecture
•Working knowledge of operating systems (Windows, Unix (Linux/AIX),IBMi Series etc…)
•Ability to troubleshoot and solve complex technical problems
•Excellent verbal and written communication skills
•Working knowledge of TCPIP networking and application level protocols (HTTP, SMTP, LDAP, IMAP, SSL, SMIME, XML, etc)
•Valuable years of IT experience (server administration, network administration, desktop support, etc…)
•Ability to utilize debugging tools
•Responsible for providing Level 2 Application Support, guided by SLA targets, to business infrastructures ranging in size from small to that of global, Fortune 500 companies which utilize the ESS suite of software solutions.
•Works with Development team (Level 3) to identify and fix software bugs.
•Configures Web/Mail Server with knowledge of Traveler, Connections, Server Core and Network Security
2013
-
2014
Hewlett Packard Philippines
(UNIX TECHNICAL ENGINEER TIER1)
•Handles day to day operations and monitoring for Procter and Gamble servers across the globe
•User account management creates, delete, modify, enable and disable of user account in eTrust technology.
•Managing system security, permissions and ownership of file.
•Monitoring of all servers by using HP OVO infrastructure tool
•Administering of HP Data Protector (executing of OS backup, application backup and backup investigation)
•First level of support for Control-M technology for investigation of failed jobs, re-running, holding of jobs, and configuring of all Control-M definition.
•Phone call and chat support for all technologies such as eTrust, Control-M, Automation (OVO), Data Protector and SAPR3 printers.
•Single Point of Contact with Security Technology in Unix/ Linux
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.