Don Abel Ii De Dios Email & Phone Number

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.

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.

Singapore, Singapore (Scope - Southeast Asia)

• 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

Pasay City, Philippines

• 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

Mexico Pampanga, Philippines

• 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.

Clark Pampanga, Philippines

• 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

San Fernando Pampanga, Philippines

• 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