Edwin Sy Email & Phone Number

Central Luzon, Philippines

Angeles, Central Luzon, Philippines

 Assists with providing detection, identification, and reporting of possible cyber-attacks/intrusions, anomalous activities, and misuse activities Manages all confirmed incidents as per the Incident Management processes Documents and escalates incidents (including event history, status, and potential impact) that may have caused an ongoing and immediate impact to the environment Determine and execute appropriate course of action in response to identified incident. Ensure incident resolution and false positives knowledge base is updated on a continuous basis. Interact with internal and external parties to resolve the queries relating to the raised incidents Manage CSOC incident queue using Service Now ticketing system Uses SPLUNK SIEM, MDATP, Mimecast and 3rd party TI’s as primary tools to investigate incidents/logs

Angeles, Central Luzon, Philippines

 Provide administrative support on systems to configure & manage Master setups, System rules, end-user access, etc. Monitor infrastructure system alert and provide 1st level support where performance reaches thresholds or impacted – Solar Winds | Eggplant | ManageEngine Plus Take necessary actions, when an incident occurs, including but not limited to triaging the incident, raising incidents with other teams/vendors, broadcast emails to user community, send incident updates at regular intervals until resolution  Ensure incidents are updated with accurate comments & categories to help in accurate data output for Service Desk performance reporting & Root Cause Analysis  Identify risks of delay in incident resolution & escalate to Team Lead  Ensure Knowledge Base & FAQ are continuously updated with root cause analysis

Angeles, Central Luzon, Philippines

 Provide technical support and troubleshooting assistance to Dnata personnel, interfacing with Emirates Group IT. Installation of windows OS, LAN, MS office products, Avaya hard phone/ Soft phone  Assist in system upgrade and ensure system enhancements are delivered according to the changing requirements of the business Provide new hire orientation/training Escalate issue to vendor via email or phone call Ensure service incidents are resolved within SLA providing continues updates to business users on status VMware Virtual Desktop support for agents / users ServiceNow ticketing system

 On call support for IT issues of Australian clients Provide windows OS patch, updates and maintenance of client servers and workstations using Kaseya RMM Provide weekly and monthly backup for client servers and workstations remotely using various tools such as Veeam backup, System Center DPM, Acronis, Acrserve Monitor client network and servers alert using Solarwinds  Escalate unresolved issues to Level2/3 Engineer via phone call Manage incident queue using ticketing system TigerPaw

Qatar

 Manage client computer and network issues Install and configure IP CCTV/Surveillance System of client – ETROVISION Configure CCTV NVR - SYNOLOGY Surveillance Station Install and configure access control system of clients Configure and install IP phones in office and client - 3CX Phone system Responsible for AD user creation and restriction Network Cabling Responsible for installing and studying new IT technology Support and troubleshoot Digital Signage problems

Angeles, Central Luzon, Philippines

 Manage Linux and Windows Servers Manage VMware Infrastructure Client Manage FTP Downloading and Uploading Provide computer repair & maintenance Manage software installations and updates Network Cabling Infrastructure

Philippines

 Provided computer repair & maintenance Manage software installations and updates Develop & maintain website for the school using Joomla Provided WiFi security and policies

Angeles, Central Luzon, Philippines

 Provided computer repair & maintenance Manage software installations and updates Network Cabling Infrastructure