Jean Garcia Email & Phone Number

United Arab Emirates

Dubai, United Arab Emirates

Responsible for service incident prioritization and escalation. Support services for technical teams, Data Center infrastructure monitoring, alert processing, communicating to clients and stakeholders, day to day operations and adhering to Data Center standards, methodologies and processes.

Dubai

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Perform remote troubleshooting through diagnostic techniques and pertinent questions• Record events and problems and their resolution in logs• Walk customer through problem-solving process.• Monitors and administers computer networks• Monitors network traffic, security analytics and bandwidth to get a real-time visibility into network infrastructure through Manage Engine• Performs diagnostics, resolves technical incidents and restores services.• Installs, configures and administers workstation(s) including application and test server(s) as well as virtualization.• Build and review IT procedures and documentation of diagnosis and resolution of faults.• Performs Active Directory tasks such as access management and Exchange admin.• Undertakes daily administration and technical support tasks.

Meycauayan City, Bulacan

• Single point of contact for the entire NBS Manila Center and Europe Market users that requires IS/IT assistance• Provides first level analysis/ resolution to any IT related Incident, Requests and Concerns• Receives all user contacts and document into Service Management tool and ensure that it is attended or escalated based on SLA• Manage User Account Maintenance for HP BPO accounts (Poland and India) which includes creation, modification and deletion through Active Directory (AD) and SAP – CUA (prod & pre-prod)• Manage User Account Maintenance for NBS Manila accounts which includes modification, update and deletion of GLOBE application which requires security access through Tivoli Identity Manager Ver4.6 (iTim)• Remote Desktop Support• Install, configure and troubleshoot end user desktops. • Create and publish knowledge-base (KB) articles • Coordination with the GLOBE Customer Care for implementing KPI’s• Drive initiatives that will improve and deliver efficient service through Nestle Continuous Excellence (Go-See-Think-Do and Just Do It methodology) • Experience as team leader of Standard Routine for the entire First Level Support Team

Ortigas Center, Metro Manila, Pasig

• Evaluates work load and capacity of computer system to determine feasibility of expanding or enhancing computer operations.• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities