Fransisco Revadeneira Email & Phone Number

Philippines

• Responsible for administering and maintaining the seamless integration of Open iT products with ServiceNow through the ServiceNow Adapter.• Configure and maintain the ServiceNow Adapter to ensure efficient communication and data transfer.• Oversee the overall health and performance of the ServiceNow platform.• Perform system maintenance tasks, including monitoring, troubleshooting, and resolving issues related to the integration with Open iT products.• Work closely with the developer team for design, development, and implementation of the integration between Open iT Analysis Server and ServiceNow.

Responsible for any problems with the Open iT Software that are related to the running of the software itself, and installation and/or configuration if that has been performed by Open iT personnel.

Makati, National Capital Region, Philippines

• Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services.• Diagnose and solve customer-reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText products within the established guidelines.• Effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries.• Deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.• Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer.• Work with internal OpenText teams to satisfy the customer’s needs• Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.• Mentor and train associate Production Support Specialists.• Working knowledge and experience in the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping and EDI processing • Working knowledge and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTP/HTTPS and AS2

Manila, National Capital Region, Philippines

• First line of help when agents on floor encountered problems or defects with programs and hardware.• Identified, diagnosed, and resolved level one issues in computer hardware and software.• Installed and upgraded hardware and software and provided complete assistance while configuring hardware, software, and peripherals of the end user systems.• Provided general desktop support, imaging/re-imaging PCs and laptops.• Resolved network-related issues such as local area connection problems, network access, mail, internet, dial-ins.• Aided in installation of other peripherals like printers, scanners, and cabling systems like LAN cables, network interface cards, wired switches, and others.