Clifford Ignacio Email & Phone Number

Calabarzon, Philippines

Client/Account : IWG

o Provide fault analysis and fix on the core LAN,WAN, Wireless and Firewall Infrastructureo Provide configuration expertise on LAN, Wireless, router and firewall infrastructureo Participate on NCO (New Centre Openings) project that includes router, firewall, switches, VOIP solutions (Layer 2) and wireless configuration (Cisco WLC 2100, 4400).o Participate on other network-related projects like client and ISP migration (circuit and bandwidth upgrade), network devices replacement (firewall, switch, wireless controller).o Liaise with Quality Assurance and Systems group to ensure changes on the process and network infrastructure is well documented. o Ensure effective and timely escalation of complex faults into the Group IT structure o Maintain and develop a professional level of understanding of the core network and security infrastructure within the global Regus group. o Provide an effective, professional response and solution(s) to reported problems, including the proficient diagnosis and repair of complex network faultso Provide technical assistance and training as and when requested, by Line Management to internal and external customers o Communicate in all instances in an effective, clear, concise and professional manner with Customer service being paramount o Work closely with Regus’ service partner(s) in the UK and IT Managers from across the globe.

o Provide developmental feedback and on-going training to agent based on call monitoring and tracking productivity scores.o Directly supervises Helpdesk representatives. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.o Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests.o Manage performance on specified programs to defined company and client standards.o Resolve customer/client concerns.o Monitor and enforce service analyst schedule adherence and timely and accurate account of payroll hours. o Identify areas of opportunity within the team to develop and implement comprehensive action plans. Provide Operations Manager with documentation that supports the progression of a CSR on action plans.o Analyze performance through report generation, logging, and accurate tracking of all call statistics. Provide feedback to Operations Manager, Account Executives, and Client on areas to improve productivity and procedures.

o Provides excellent IT Help Desk services via phone to more than 22,000 Medco employees all over U.S.A. and Offshore Brazil, Canada, China, India and in the Philippines.o Provide 1st Level Desktop/Remote support to corporate users, CSRs, Nurses and Pharmacists.o Acquire, analyze, reproduce, troubleshoot and solve related problems on first call before escalation to second level support.o Troubleshoot end-user issues related to e-mail, phone, remote access, file, print, VPN and other network services.o Monitors and assesses IT outages, whether they be internal or external to the company and escalates possible reliability issues to the second level support group.o Track, monitor and update incident tickets using Remedy System on daily a basis to ensure a timely resolution. o Assist/train new Help Desk analysts in handling different issues on a timely manner.

o Communicates with customers and/or vendors or to other support groups for issues related to product /material qualification. Interact with customer on new product information, new technology or progress of new products and/or pre-production runs.o Supervises engineering operator and assistant in carrying out qualification tasks and procedures.o Qualifies direct, indirect and operational supplies for new product or alternate material prior utilization by production.o Generates functional and dimensional test matrix for new / alternate material under qualification.o Prepares Engineering Build Request, Engineering Qualification report, and Material Qualification Report.o Revises of existing specification resulting from qualification of new materials or vendors.o Orients production personnel prior pre-production of new material or product.o Prepares comparison report of critical characteristics of proposed alternate material.o Performs dimensional and functional buy off for new jigs and fixtures.

o Conducts technical training like ESD, Basic Electronics, Basic Computation, Dimensional Metrology.o Trains and certifies operator, technician, group leader and quality inspector for manufacturing related skills.o Participates in conducting non-technical training like Rainbow Life and Team Building.o Responsible in troubleshooting current training section system and procedures and ensures the group works according to specifications.o Studies problems and resolve them through implementation of new procedures and controls.o Ensures regular updating of training records

Bachelor, Electronics And Communications Engineering

Activities and Societies: IECEP

Certificate, Ms Certified Professional

Microsoft Certified Systems Administrator (MCSA) Microsoft Certified Desktop Technician (MCDST) Microsoft Certified Professional (MCP)