Bernard Manuel Ii Bacolod Email & Phone Number

Makati, National Capital Region, Philippines

o Provide first-level product support to clients and partners.o Resolve client issues and queries in an effective and timely manner.o Frequently communicate the status of tickets and resolution to clients.o Maintain quality and meaningful information on tickets (internal and external notes) within the Client's ticketing system.o Escalate issues that cannot be resolved to the L2 team / Client Care Leads / Solutions team / Microsoft.o Identify and assist the Client Care Leads and/or Solution team on potential areas for product enhancements, process improvement, and strategic initiatives.o Guide clients through the enhancement request process.o Monitor the health of our client’s solutions, by performing preventative maintenance and “health check” reports.o Develop and update support documentation such as knowledge base articles or update process documentation on client records.o Assist with problem management tickets.o Assist with major incidents and proactive notifications to Clients.o Participate in Client Care related meetings, both internally and externally to our clients.

Taguig, National Capital Region, Philippines

o Onboards and provides a technical implementation for partnerso Understands the partner's business needs and challenges and how to set up their Backup Standalone and Mail Assure products to accomplish their goals.o Ensures new and existing partners are onboarded successfully and are on track to having a positive experience with N-ableo Collaborates with Sales, Customer Care, Success Managers, and Support Team to ensure quick turnaround and provide quality service to N-able partnerso Tools used: Salesforce, Cisco Jabber, OnceHub, MS Teams

Taguig, National Capital Region, Philippines

Server Ops- Manages servers and workstations via VMM and KVM- Active Directories- SCOM Alerts Management- Monthly Patching of servers via SCCM- SQL tasks (queries, backups, and replications) - Monitored New Relic Alerts- Resolves user’s request via Zendesk- Resolves Phish emails

Taguig, National Capital Region, Philippines

Office 365 Concierge- Assists clients with billing concerns using CMAT- O365 Administration- Setup and configure Exchange Online, OneDrive, and SharePoint- Installs MS Office, set up Outlook, and resolves its technical issues