Arnold Dimailig Email & Phone Number

Philippines

• Support Fortinet’s customers globally and may travel within APAC and ANZ region to meet up customer when necessary• Understand customer network/security implementation and requirement technically• Technical issue analysis, troubleshooting and consultation for customer• Effective communication with customers and colleagues• Manage customer expectation correctly• Provide technical solution recommendation or workaround for any Fortinet product model limitation/known issue• Customer case management and escalation• Reproduce customer issue/bug in Fortinet APAC lab• Fortinet’s Product bug management and escalation to engineering team• Keep improving technical knowledge and updating latest network/security technology and protocols• Knowledge, idea, and experience sharing within the team• Contribute to the team's success and be part of good team player

Bonifacio Global City Taguig

• Performs software upgrades, and hardware replacements for network devices that are no longer reachable.• Execute configuration changes to the network such as weekly update of the latest version of ACL on global devices,rollout new ACL definition, etc.• Troubleshoot faulty network devices such as Juniper, Cisco, Aruba and identify the cause of the issue.• Carry out Business Continuity tests to ensure redundant devices are working as intended• Perform audit checks for newly deployed equipments to ensure they adhere to client’s standard requirement• Handles and investigate customer reported issues or request until resolution• Adheres to Business Escalation Process ( BEP ) to meet SLA• Work closely together with our vendor TAC partners in order to apply the necessary fix on our network issue.• Perform duties assigned by the management

Union Ban Plaza Building, Ortigas Center Pasig City

Duties & Responsibilities:• Part of Global Service Operation Center responsible for investigation and troubleshooting of any network problem and supports MPLS L2VPN/L3VPN as well as Global Internet circuits with emphasis on MPLS and IP based networks.• To perform round the clock front line duties and to attend customer service reports, perform fault isolation and diagnostic functions• To monitor service reports and carry out first line maintenance on equipment and systems / network for IPVPN and GIA• To identify and resolve customer network problem in coordinate with internal and external parties for smooth execution of jobs in order to ensure an integrated and uninterrupted service is maintained.• To perform proactively monitoring of PCCW Global Network Monitoring tools to identify customer fault and carry out first level maintenance until resolution.• To ensure customer service reports and inquiries are managed promptly and periodically in responsive manner• To escalate the prolong outage to service partners and drive for service / circuit restoration.• To provide technical support for internal and external customers and keep track of major faults and expedite escalation or follow up action.• To comply and act according with GSOC information security policy - personal privacy policy

12F Rockwell Business Center, Meralco Compound Ortigas Pasig City Philippines

• Provide 24/7 technical support to NOC, resolves customer complaints and manage Network issues within the given SLA.• Configure E-Line, E-Tree, ELAN and DIA (Dedicated Internet Access) using various Layer 2 and Layer 3 Techologies.• Troubleshooting and testing of circuits by ping, trace route, loopback testing, BER testing, Ethernet traffic testing and RFC2544.• Prepare monthly status report for management purpose.• Manage remote support for NOC Operation• Create PRTG sensors, accounts and notifications for bandwidth monitoring and clients’ access.• Troubleshoot internet related issues by nslookup, ping, trace route, pathping, router verification commands, internet lookups, winmtr, and whois.• Mapping and Troubleshooting of SDH/DWDM Network• Server administrator for PRTG, WUP, NAS and UPS.

Santa Rosa, Laguna