Dick Robin Talplacido Email & Phone Number

Grödig, Salzburg, Austria

United Arab Emirates

• Provide 1st and 2nd level of support remotely and on-site, inside and outside UAE. • First contact support for across GCC Client/Project for access control and car parking.• Escalate problems using JIRA Ticket and Service Now.• Diagnose and troubleshoot technical and software issue.• Provide equipment and software trainings to client.• Install and configure windows servers including (SQL).• Manage hardware and software upgrade remotely and on-site. • Work closely with customers, internal staff to determine the planning, implementation, and integration of system-oriented projects.• Generates customize report using SQL Queries.• Provide outstanding helpdesk service and support to customers.• Responsible for demo facility.• Responsible for API Integration for ticketing partner using web services.• Responsible for network related.• Creating network diagram for every project.• Acting as first contact within Central Technical Support for first level support regarding incidents and problem management (hardware & software)• Ensuring a high level of support through all available tools and participation in On-call duty• Fast and reliable troubleshooting as well as providing workarounds where necessary• Providing on-site support from complex problem analysis• Assisting in developing and improving automation of Incident Reporting, Tracking and analyzing• Ensuring that standards (e.g. OLAs) and processes are being used and followed to provide high level technical support

Philippines

• Fully support, configure, maintain and upgrade corporate networks and in house servers• Install and integrate new server hardware and applications• Keep an eye out for needed updates• Support and administer third-party applications • Ensure network security and connectivity• Monitor network performance (availability, utilization, throughput, good put, and latency) and test for weaknesses• Set up user accounts, permissions and passwords• Resolve problems reported by end user• Define network policies and procedures• Specify system requirements and design solutions• Research and make recommendations on server system administration• Identifying and solving any problems that arise with computer networks and systems• Working with IT support personnel• Providing network administration and support• Establish and support wireless LAN controllers and access points to provide wireless solutions and streamline hardware.• Responsible in provisioning and installation of network bank wide• Responsible in monitoring of security firewall and antivirus

Philippines

• keep computer systems running smoothly and ensure users get the maximum benefit from them• monitor and maintain computer systems and networks• talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues• troubleshoot system and network problems, diagnosing and solving hardware or software faults• replace parts as required• provide support, including procedural documentation and relevant reports• follow diagrams and written instructions to repair a fault or set up a system• support the roll-out of new applications• set up new users' accounts and profiles and deal with password issues• respond within agreed time limits to call-outs• work continuously on a task until completion (or referral to third parties, if appropriate)• prioritize and manage many open cases at one time• rapidly establish a good working relationship with customers and other professionals, such as software developers• test and evaluate new technology• conduct electrical safety checks on computer equipment.• Conduct consistent network backup operations• Installing and configuring computer hardware, software, systems, networks, printers and scanners• Planning and undertaking scheduled maintenance upgrades• Restricting access to unauthorized site, downloads and users.