- Primary contributor on the revision of Gitlab.com support portal where I have integrated a search function by utilizing the API toward’s Gitlab’s handbook. - Supported gitlab.com and self-hosted gitlab installation in debugging, fixing issues on Gitlab that requires expertise on Linux, Docker, Kubernetes and CI/CD pipelines and Git. - On call for gitlab.com incident management rotation on pagerduty to provide emergency customer response with the production team.- Provided exceptional technical support to gitlab.com users resolving issues related to CI/CD, ruby and integrations with GCP and other third party platform.- Troubleshoot and document complex issues to enhance overall customer experience where I have identified potential areas for product enhancement to improve development roadmap. - Utilized zendesk to track and manage support tickets ensuring timely response in alignment with APAC SLAs.

Responsibilities Include:- Identify bottlenecks on VPS/Dedicated servers with high load issues and suggest resolutions to optimize their use of server resources.- 2nd tier of technical support with root access to resolve site issues requiring custom server configurations if necessary and assisted customers with installation of packages on VPS with the company repo.- Resolve apache, mysql, named, ftp, nginx and exim service issues to keep services running.- Review escalated server abuse tickets (spam, malicious infections, phishing).

I worked closely with the Team Lead handling the Asia Pacific support team for GlaxoSmithKline. Our team consists of over 30 agents that handles multi-lingual inquiries from China, Taiwan, Vietnam, Thailand and Malaysia. My task is primarily on monitoring of the calls the team is receiving on a daily basis. The issues we received are related to Windows, Siebel, Cognos, VPN, AD system that the employees of GSK are using where we aim to resolve technical issues with a high resolution rates. I also assisted the management in assessing application of walk in interviews for their technical abilities.- Reports directly to Team Leads and Manager on the status of the whole team on any technical issue such as downtime and service availability on different verticals in GSK.- Monitoring of Avaya CMS for the status of each agent and the calls receive on a daily basis. - Participated in different meetings on the adaptation of new applications and ways current issues can be tackled.- Monitoring of chat queue to be assisted by agents on different language markets.- Reporting of auxes of each agent to be on compliant with Aspect Implementation.- Authorizes different escalated permission request on different application such as AD, Siebel, Cognos, Outlook that requires operations approval.- Assisted other agents on the floor that has technical issues with the applications being used in the company.

Cyber Netland provides different clients with VOIP solutions to address expensive IDD calls for foreigners where the company is helping with the setup of different software clients and hardware. I worked with the IT department to ensure that the clients and customers systems work throughout with no issues.- Responsible for the overall status of the network by ensuring security is maintained and is updated with the latest security patches• Configuring IIS servers and workstation to work together for local network routing from one area to another.• Improving time management of customers time in/time out of the computers.• Designed the overall design of the company's website and maintained the IIS server for the website.• Handling network authentication for administrative and employee level through AD.• Enhance client server application to improve interaction with employees workstations.• Assembly of parts and installation of operating system for each workstation deployed.• Maintaining IIS Server as a web server through static IP.