Derek Brugada Email & Phone Number

Ontario, Canada

• Provides First and Second level technical phone support and email
• Managed set SLA severities for each incidents
• Maintain solid client, service provider and vendor relationships
• Responding to client requests for services related activities
• Coordinate and escalate issues to vendors, and third party service provider to meet client’s set SLAs
• Troubleshooting client requests/problems to resolution

• First and Second level technical phone support
• Maintain solid client, service provider and vendor relationships
• Responding to client requests for services related activities
• Assisting with technical updates as required
• Escalating issues to vendors, suppliers and third party service provider
• Troubleshooting client requests/problems to resolution

• Managed presales for servers and storage (SAN, tape backup)
• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of.
• Prepared costing, P&L, proposal and technical write-ups for bid and projects.
• Managed partners for specific project requirements such as VMWare, Citrix and Symantec
• Provided technical… Show more
• Provided technical details and capabilities for clients Request for Information (RFI) and Request for Proposal (RFP)

• Prepared Managed Service solutions for various industry requirements and demand.
• Prepared Hardware Maintenance Proposal for servers, storage, back up devices, network equipment, desktops, peripherals and ATM.
• Supported multiple platforms and hardware like IBM x-series, HP Proliant, Sun Micro Sparc, Fujitsu Primergy servers, windows OS, Redhat and Solaris
• Prepared contract for the agreed Hardware Maintenance and Managed Service Solutions that includes Scope of Services, SLA… Show more
• Prepared contract for the agreed Hardware Maintenance and Managed Service Solutions that includes Scope of Services, SLA, Equipment inventory, exclusions, escalation procedure and call center details.
• Prepared costing and quotations for clients’ specific request like on-call services, system upgrade and modules replacement

• Implemented new contracts, on call services or add on services.
• Developed and implemented plans for scheduled service activities such as machine upgrades, installation/relocation, predictive and preventive maintenance
• Managed Field Engineers and Field Technicians
• Provided technical support to Ensured 24 X 7 system availability of data centre servers, printers, desktops, peripherals, and ATM installed at customers’ site.
• Attended client meetings for service review and… Show more
• Attended client meetings for service review and service updates.

• Coordinated for the service requests/requirements of Getronics Regional office for Philippine clients.
• Managed transition/transfer of Getronics Philippine office accounts to Fujitsu Philippines, involves Hardware Maintenance Agreement for various accounts such as Shell, several Dell installations, Syngenta, etc.

• Assigned as primary field engineer for Major Accounts. Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card reader, and back office server installed at customers' site. Performed.
• Provided presales support that includes server and storage… Show more Assigned as primary field engineer for Major Accounts. Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card.
• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of.

Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card reader, and back office server installed at customers' site. Performed machine upgrades, engineering changes, installation, relocation, predictive and preventive maintenance of ATM, desktops, printers, card reader, and back office server installed at customers' site.