Gil Terrence Libang Email & Phone Number

Pasig, National Capital Region, Philippines

The Developer Analyst contributes specialized business and technical knowledge in multiple application development efforts. Principle responsibility will be to provide analytical and technical support for RealPage’s applications in a research and development capacity.The Developer Analyst will utilize industry experience to support RealPage applications, working closely with clients, developers, and business analysts to improve the overall usability and functionality of the product.• Triage customer support escalations and prioritize issues for engineering based on business importance.• Resolve product issues through analysis and troubleshooting; minimize escalation to engineering.• Address internal product functionality questions, liaise with engineering on design issues, and communicate updates to support.• Collaborate with Quality Assurance to identify and communicate system defects impacting customers.• Identify, document, and prioritize internal support requests.• Assist Product Support with accurate communication on product functionality and common causes of confusion.• Define consistent views and processes for support reps, ensuring prompt communication of issue resolutions to customers.• Moderate and respond to user forum questions.• Aid in defining parameters, pricing, and timeframes for engineering services like data restoration.• Assist in identifying solutions for design errors.• Build and maintain positive relationships with clients and internal staff.• Manage tasks to meet assigned project deadlines.

Makati, National Capital Region, Philippines

• Providing technical support to customers and teams when they are having technical difficulties with products.• Adhering to support plans, processes, and industry standards.• Providing technical guidance and assistance related to fixing and resolving application problems or disruptions and responding to change requests that will enhance the operations and usage of products.• Prioritizing issues and working within defined timeframes to deliver results.• Assisting in finding underlying problems or issues that may require accelerated attention.• Troubleshooting, testing, bug fixing, coding, maintaining, and monitoring of products.• Demonstrating in-depth technical knowledge of products.• Overseeing transition processes and providing necessary support when required.• Setting up, onboarding of the users with the products, and handling the users' account maintenance.• Collaborating and communicating with the team (both technical and non-technical) and providing an accurate status report.• Providing the team and customers with details that are accurate and complete.

Philippines

-Administration of Windows based applications of basic principles, theories, and concepts-Troubleshoot application issues and deployment through SCCM-Perform and drive Daily Meeting room checks, consolidate and share the daily report to the client-Provide break/fix Desktop/Helpdesk support for IT via the ticketing system (ServiceNow)-Provide technical and remote support across the company (this may be in person, over the phone or remote tools such as MSTeams/Citrix Cloud/Logmein123/Configuration management remote control (CMRC)-Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration and support, including user/policy account creation, permissions allocation, creating file and print shares.-Set up new starter desks within agreed SLA-User desktop management with a working knowledge of system patch practices and imaging-Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP-Working knowledge of Citrix Technologies, primarily XenApp, VMware, Netscalers, Citrix Workspace and Citrix Cloud-Understand other technologies, roles, features, and services to ensure no impact to systems that rely on Citrix.-Working knowledge of PAM, CyberArk and Identity Access Management technology.-Working knowledge of Cisco based routing and switching-Work with procurement staff to purchase hardware and software-Work with vendor support contacts to resolve technical problems with desktop computing equipment and software-Maintain the office IT asset inventories-IT Support to provide 24x7 on call production support

National Capital Region, Philippines

-Performing problem and Level 1 incident management activities including receiving communications from customers from a variety of mediums, analysing, documenting and managing the incident or problem.-Providing excellent customer service through daily customer interactions.-Take ownership and responsibility of issues from start to successful resolution.-Performs troubleshooting with end-user issues on various software applications, hardware, network, telecommunication systems and remote desktop support.-Assisting in the development and maintenance of QBE problem and incident management processes and procedures.Managing Incidents or Requests in alignment with QBE IT processes and procedures.-Ensures customer satisfaction by providing timely response and resolution to contacts made to the Service Desk from different support channels.-Ensures that contacts are logged with complete information into the ticketing tool and assigned with appropriate category and priority.Performs diagnosis using documented procedures, troubleshooting techniques and approved tools.-Keeps customers proactively updated on the status of their tickets.Assigns tickets - that are not resolvable by the Service Desk - to the correct resolver groups or vendors.-Notify management about reported - or potential - Major Incidents.-Confirms customer satisfaction before closing a ticket.-Continuously learn and train about new technologies and products supported by the Service Desk.-Contribute to activities that keep knowledge base articles up to date.-Meet and exceed individual performance goals.-Participate on Problem Management activities and Continual Service Improvement projects-Serves as a deputy to the Team Lead and helps conduct team huddles-Working on a various time zones, in support of 24x7x365 support requirements- CIO Awardee for 2019 and 2021

Philippines