Tier 3 Support EngineerProvided advanced support to resolve escalated technical issues that could not be addressed by Tier 1 and Tier 2 support teams.Diagnosed and resolved complex server, networking, and virtualization issues for a diverse portfolio of clients, ensuring minimal downtime and optimal performance.Managed and maintained client infrastructure, including on-premises servers, cloud environments, firewalls, and backup systems.Worked closely with vendor support teams to resolve hardware and software issues, including server and network outages.Configured and monitored security solutions, performing vulnerability assessments and implementing security patches.Automated repetitive tasks using PowerShell scripts, improving efficiency for routine tasks such as backups and system checks.Delivered root cause analysis (RCA) reports after critical incidents, providing recommendations for long-term solutions and preventative measures.Trained and mentored junior support engineers, enhancing the skill set of the entire team.Collaborated with the project management team to design and implement infrastructure upgrades and migrations.Key Achievements:Achieved a 99% client satisfaction score through efficient issue resolution and proactive communication.Played a key role in reducing the MSP's response time to critical incidents by automating monitoring systems.

Resolves complex technical issues Works on improving processes, standards and strategies to perfect Support Services.Accepting escalated cases from TSEII & support manager Testing new patches/versionsCascading the knowledge from the engineering/ATSFlexible with shift rotation (follow the sun)Initiating Technical huddles Performing case reviews for the team members locally/globallyParticipating the CE interaction callsCoaching TSE Leads On-Boarding plan for the new hires

• Communicate highly technical information to both technical and non-technical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment• Infrastructure support -Troubleshoot, trace, and repair connectivity (LAN,WAN,WLAN) onsite• Serve as a front line interface to users. Installing, troubleshooting, configuring, and repairing Windows and Mac OS in both desktop and lab environments• Supports mobile devices (iOS, Androids and Blackberry)• Asset management • Conducts Productivity Trainings and Coaching to fellow EMC employees• Consultancy on any technical decisions, planning, implementation and execution• Successfully set up an office infrastructure in Hanoi, Vietnam. This includes network, IP Telephony, printer, CCTVs)• Successfully spearheaded the migration of telephony system (from Nortel to Cisco IP telephony) in the Philippines site from planning, proposal, vendor management, implementation, knowledge transfer and support• Additional Tasks and responsibilities assigned by the Senior IT Manager and Corporate Technology.

• User Account creation, update, activation/deactivation• Maintenance and implementation of group and user policies across the organization (GPO)• Server provisioning (physical or virtual) Software and hardware• Maintains DNS/DHCP entries to whole organization• Provides access to Lync (IM, Audio/Video Conferencing)• Server monitoring (AD/Lync/DNS/DHCP) for all branches (44 SM malls) including troubleshooting• Provide documentation for technical and process related activities• Administer Microsoft Exchange Servers situated at the Head Office and DR Site. • Creates, enables, disables and troubleshoot exchange user accounts. Handles user’s query and troubleshooting of Outlook Client.

• Attends to weekly IT correlation meeting and calibration to meet up with client mandated standard processes.• Implement guidelines for isolating problems when troubleshooting. Installation, configuring, maintaining and troubleshooting PC hardware and software in accordance with Teletech and partner specification.• Performs hardware devices troubleshooting such as NICs, modems, hubs, routers, bridge and switches. (I’ve handled 30 Cisco switches, 35 H3C switches, 8 wireless routers and 2300+ desktop computers)• Local Server Administration - Active Directory. Responsible for User account, SIP and Email creation.• Provide End User technical support on Teletech applications, project specific applications, and off the shelf software products. Perform administrative and inventory control as required.• Runs reports on internal trouble ticket activity printing work orders and following up to resolve issues ensuring timely resolution of site's workload as required. Modify and close Change Management Records (CMR's) as necessary.• Proactively recognize technical issues affecting the agent or call centre production and recommend an effective solution. Develop and verify documented stepped procedures.• Comprehend the Company's and client network policies and standard operating procedures as well as follow all safety rules and regulation to ensure network security. Reports potential user infractions to necessary parties.• Cisco Call Manager Administration. Responsible for Cisco IP Phones extensions creation and user profile configuration, extension mobility and Voicemail.• Responsible for Antivirus and Security updates for workstations and local servers.• System Center Configuration Manager 2007 Administration• Additional Tasks and responsibilities assigned by the Regional Technology Manager and Corporate Technology.

• Oversees ongoing transitions of accounts and maximizes customer satisfaction and retention• Negotiates large contracts with major/key customers and overcomes customer objections at the highest level • Provides Quality Technical Support for McAfee Partners, Resellers and End users (small business – large enterprise). • Provides Assistance and Troubleshoots software issues for US based customers through the phone.• Conducts weekly coaching to agents, ensure service level is within the threshold and performs supervisor’s task in the event that the supervisor is out of the office

• Local Server Administration \​ Active directory• Provide troubleshooting and solutions to problems on systems, network, software and hardware compatibility• Solve end user daily technical problems and support the office daily hardware maintenance• Update and backup all data and emails, contact relevant professionals if needed