Eric Ramirez Email & Phone Number

Receives general instructions for new responsibilities from and reports directly to the Group Head.•Acts as lead to the Helpdesk and Monitoring Assistants and Field Technical Support Personnel and Pre-Sales Personnel in the completion of the tasks assigned to the Technical Support, Pre-Sales and Monitoring Group.•Conducts annual performance evaluations for all direct reports.•Administers workloads and time scheduling of staff.•Monitors staff daily performance and attendance.•Assists in the administration and maintenance of all remote sites for efficient system performance in close coordination with the Network Planning Group.•Assists in the administration and maintenance of the primary equipment in the network backbone for efficient system performance in close coordination with the Network Planning Group.•Performs a major role in network troubleshooting particularly in the escalation to appropriate party and in making sure that actions are taken to resolve the problem.•Analyzes calls received from the subscriber and checks field service reports submitted by Field Technical Support concerning their problems.•Formulates new techniques and procedures for the betterment of the operations.

Maintain Office Site Local Area Network and Wide Area Network•Maintain Building UPS•Maintain TP Link Dual WAN Router•Maintain HP Manage and Unmanage switches•Maintain CCTV system •Maintain Biometric Device•Maintain Computers, Laptop and other peripherals•Maintain Canon, Epzon Network Printer, scanner , Fax and Xerox •Maintain ANTI VIRUS•Maintain One drive, share point from Microsoft , Google Drive ,•Maintain Mail server (Site Ground / Go Daddy)•Maintain File Server D-Link Share Drive•Maintain Bingo Machine Maintains information technology strategies by managing staff; researching and implementing technological strategic solutions.

Philippines

Philippines

Las Pinas City

DUTIES AND RESPONSIBILITIES1. Responds to requests for technical assistance in person, via phone and electronically.2. Diagnoses and resolves technical hardware and software issues.3. Researches & resolves helpdesk issues using available information resources.4. Advises users on appropriate actions.5. Follows standard helpdesk procedures.6. Logs/records all helpdesk interactions.7. Administers helpdesk system. Logs, tracks and closes tickets.8. Escalates problems to appropriate resource.9. Identifies and escalates situations requiring urgent attention.10. Tracks and routes problems and requests and documents resolutions.11. Ensures Turnaround Time on Helpdesk and Service Calls are met. 12. Prepares activity and other reports.13. Maintains hardware inventory.14. Maintains Tools Inventory.15. Ensures the quality of work of IT technicians by supervising their daily activities and periodically evaluating their performance.16. Formulates and updates as necessary clear policies and procedures of the section.17. Stays current with system information, changes and updates.18. Continuously monitor service areas and implement process improvements.19. Provides training to new IT members, IT OJTs and new company staff.20. Conducts regular performance review of employees being supervised.21. Sources out prices of systems and hardware from external providers.22. Ensures working area and facilities under the section are tidy and working.23. Performs other related tasks that may be assigned by the immediate superior.