Jerome Diola Email & Phone Number

Bedford, Massachusetts, United States

- Support software issues via email or remote sessions of the network and security system or XDR platform being purchased by the clients in a Linux environment- Triage tickets if customers are working in different timezone- Handover to other Support region if S1 and S2 issues or tickets need more collaboration in order to fix- Create Jira tickets if issues need to be fixed in the backend

Cebu Business Park, Cebu City

Support Desk - Team Lead (04/01/2022 – 11/11/2022) - Promoted as TL and perform same functions based on below position- Lead in handling issues from end-users based on SLA (Service Level Agreement)- Monitor Level 1 & 2 tickets raised from the client and assist team members when needed- Monitor error alerts of the applications running in Virtual Machines by checking status using Nagios and Uptime Robot- Create basic bash script using Linux if needs to schedule running the services of the applications/systems- Conduct weekly meeting to the client based on pending and current issues/tickets- Coordinate with the Developers if there’s any enhancement based on the current process and configuration of the projects- Train new hires about the project and how to investigate issuesNetwork & Systems Support Engineer (11/16/2020 - 03/31/2022) - Provide support on the end users or clients regarding issues on the trade withdrawals, deposits, account verifications and log-ins to the project which connects to the type of Crypto-currencies like (Bitcoin, Litecoin, Ethereum, etc.)- Check user issues by gathering and checking the logs of the adapter or services and via SQL (MSSQL, PostgreSQL) database queries by checking and comparing the results and records like transaction booking, withdrawals, deposits and balances of the traders/users- Create Jira ticket for new issues raised by the client or end user and coordinate with Developers via Skype or email if needs for them to fix- Generate reports via SQL database records when client or project owner requested- Deploy new release of enhancements or bug fixes in Live and UAT environment of the project - Provide IT Support via virtual or actual troubleshooting regarding issues on servers, desktop, laptop, internet, VPN, Virtual Machines (Linux w/ Docker & Windows) and systems or applications used within the company- Create training documentations or guides related to the project or IT related tasks

11Th Flr. Tgu Tower Cebu It Park, Apas Lahug, Cebu City 6000

Systems Support- Provide user support and troubleshoot issues of Supply Chain systems (SAP Ariba, Matman (Material manager), Smartsource, POL(Project online) and Coreworx)- Setup and maintain Supply Chain Systems for projects hosted in Manila/Cebu and workshare (if split systems scope) and perform system maintenance (sync, upgrade, release hotfix)- Conduct as needed training and presentation of the Systems within Supply Chain members and other functions supported on the projects- Conduct Systems trainings for new hires (Expeditors and Buyers) of Supply Chain department- Provide support to Supply Chain Global Systems Team in Houston office on system enhancement reviews when requested- Provide support on the project when generating system reports for functional activities/metrics as needed- Create/Submit service requests of the Members for SAP user role and Buyer/Purchasing Organization- Create/Submit service requests for SAP Vendor Account and information (create, update, block in SAP ERP database)- Create/Submit service requests for Coreworx Suppliers area (access, update, block)- Train and support members on SAP Ariba(web-based application) when submission of materials/services to Bid from Buyers to Suppliers- Provide support of the Suppliers when using SAP Ariba system when needed- Create survey’s using Survey Monkey application of Indirect Procurement team and Project Customers and generate monthly reports- Perform and assist basic Desktop/Computer support and printer issues within Supply Chain department and coordinate to the Helpdesk team- Perform other related duties and functions as assigned

Ebloc 1 Tower, 6Th Flr. Cebu It Park, Apas Lahug, Cebu City

Software Tester (July 1, 2012 – August 29, 2013)- Worked w/ a team of Software QA Test Engineers - Tested various Self-Serv Checkout POS features like Requirements, Releases, Test Case Execution, Defects, Documentation, Scheduling and all aspects of Defect Tracking.- Tested and logged defects with popular defect tracking systems like JIRA.- Prepared and executed test cases.- Reported software and hardware problems and monitored their resolution status.- Researched software anomalies and made them reproducible. Software Technician (December 9, 2009 – June 30, 2012)- Worked w/ same team of Software QA Test Engineers. - Provided technical support of NCR Self-Serv Checkout POS machines such as installation, maintenance and repairs of network apparatus and peripherals. - Troubleshoot and repair computers, P.O.S machines, and servers.- Resolved customer device issues encountered during the testing.- Working knowledge of LAN Equipment, including Hubs, Switches, cabling, NICs, and associated software and diagnostic tools.- Performed upgrades, installation of software and drivers and essential desktop troubleshooting.

Troubleshoot and repair computers Install, format and repair Operating SystemsAssist in setting up the networking cabling

Deploy payroll softwareSupport client issues technically through phoneMake payroll documentations and manualsFixed software problems using SQL 2000 & SQL 2005

Diploma, Information Technology

High School