Jay V. Email & Phone Number

Philippines

-Provide first line supervision to direct reports-Develop and administer SOC processes in conjunction with North American SOC Lead and review their application to ensure that SOC’s controls, policies, and procedures are operating effectively-Provide management oversight for the identification, triage and response of events or incidents of apparent security breaches-Produce and review aggregated performance metrics-Manage and increase the effectiveness and efficiency of the SOC, through improvements to each function as well as coordination and communication between support and business functions-Play a significant role in long-term SOC strategy and planning, including initiatives geared toward operational excellence

Philippines

-Email spam handling and threat prevention using FireEye, Cofense and Microsoft Defender O365-Monitor Firewall logs and report on potential security breaches. -Recognizes problems by identifying abnormalities, reporting violations. -Performs analysis of security logs to detect unauthorized access, security breaches and suspicious activities Implement Firewall Policy changes (Add/Modify/Remove) -Monitor Security Events using Arcsight SIEM application and Devo-Investigate, document and report on Cyber security issues and emerging threats-QualysGuard account creation and Management

Philippines

-Develop a high performance team by recruiting, coaching, motivating and leading.-Ensure necessary awareness and experience levels are maintained within the team relevant to the applications and technology being supported and processes used.-Generate ideas, approaches and solutions to complex problems and identify opportunities to successful change.-Provide direct oversight of staff productivity and effectiveness in delivering quality service. -Partner with peers to collaborate application and management processes.-Adhere to quality standards and contribute to practice and process improvements.-Coordinate problem identification, root cause analysis and resolution.-Reinforce process, rules and support education if necessary.-Ensure proper staff scheduling is reviewed and documented, and the 24/7 support model has adequate staffing levels that reflect call traffic flow.-Perform QA functions on assessing proper ticket and phone etiquette.-Ensure compliance with company’s standards.-Provide on-going communication with senior management.-Monitor staff attendance.

Philippines

Philippines

-Assist John Hancock and Manulife employees with their computer related concerns thru remote software.-Perform mobile device administration, on-boarding and off-boarding of users via Mobile Iron and Blackberry Enterprise Server.-Review, handle, manage and own escalation and customer complaints until resolved.-Work closely with clients in reviewing and developing solutions to problems reported.-Provide support to staff and users in solving computer related problems, such as malfunctions and other application problems.-Troubleshoot, diagnose and resolve software problems via telephone and remote tools.-Investigate and troubleshoot browser issue.-Setup wireless network.-Create, manage and maintain virtual machines.-Provide support to clients in solving connectivity and other related issues.-Test application to verify that functionality meets specifications and standards -Track, report and follow up on issues raised. Provide status update to users.Mentor other team members.-Perform other job-related duties and activities as requested

Philippines

-Customize, optimize and removed virus on client’s computer through remote control technology. -Handle customer issues and complaints.-Assist client in resolving connection issues.-Perform advance remote computer diagnostics and repair.