- Delivered Tier 3 support services to new and existing clients, and resolving support tickets received within the first 24 hours.- Conducted comprehensive infrastructure assessments that lead to a significant improvement in efficiency for clients and a reduction in operational costs through targeted optimizations.- Manage various operating system environments such as Windows, Windows Server, Linux, and Mac OS environments.- Manage Microsoft 365 tenancies and their respective Azure subscriptions. Manage client's on-premises and cloud servers, and other parts of the IT infrastructure on Azure.- Manage various systems that include IP phone systems such as 3CX, virtual infrastructure such as VMWare.- Ensure backups (particularly Veeam) for clients from both off-site and on-premises are consistent and regular restore tests are conducted. Ensure client computers and servers are monitored and updated via the N-Able RMM system during the shift. Ensure servers are operating at full efficiency.- Manage security operations center (SOC) with Adlumin and perform incident response and threat management with Adlumin and SentinelOne- Streamline technician and client documentation files, reducing the average time to locate troubleshooting information resulting in faster support ticket resolution times.- Update knowledge base with new entries on emerging IT trends, increasing team utilization of the knowledge base by improving overall team awareness.

- Act as consultant for clients to answer queries about our products and understand their business requirements.- Coordinate staff and ensure continuity across all shift hours. Delegate tasks to technicians as required to ensure tickets resolution rate within expected time.- Coordinate delivery of IT services to clients with technicians, ensure tasks are assigned to technicians as effectively as possible.- Liaising with vendors and suppliers for hardware and capacity planning; carrier partners, peering, and network operation centers to debug issues; with data center partners for remote hands and access requests.- Develop guidelines and procedures for technicians tailored to each client, ensure technicians are providing documentation for each client.- Manage core internal network and server infrastructure, ensure sufficient capacity and maintain operational status.

- Ensure IT queries from the production team are answered effectively and the resolution of tickets are done within the first hour.- Manage Microsoft SQL Server databases, ensure service up-time remains within acceptable limits, database health and integrity is maintained. Perform SQL scripting for various tasks- Monitor IT infrastructure on both cloud and on-premises local infrastructure. Ensure operational efficiency is exceeds expectations.- Ensure management and administration are guided accordingly with current IT processes and guidelines and are enforced.

- Assist the IT Operations Manager in increasing efficiency of IT operations in terms of the network infrastructure, make improvements to existing hardware to increase efficiency.- Ensure access to all network devices from the network that are in the main branch and all remote branches.- Liaise with third-party vendors and suppliers for hardware upgrades and renewing physical cabling- Travel to other branches across Mindanao and ensure local IT staff and kept up-to-date with the latest internal IT processes and guidelines, perform on-site IT support.- Create and maintain network documentation, perform IT asset inventory for network devices and diagrams for the current network topology of the company.

- Implement IT policies from the main / head office, ensure it is enforced across the entire Davao branch and maintain compliance.- Create and recommend new local IT policies, and IT implementations to the school director, improved branch IT process efficiency by a small margin.- Ensure requests from instructors and administrative staff are resolved within the first 2 to 3 hours. Improved problem resolution rate by implementing a local chat server and ticketing system.- Ensure student computer labs hardware and software are maintained, update as necessary after informing instructors.- Perform IT asset inventory, ensure inventory is up-to-date, and coordinate with local property management officer and the main / head office IT director.

- Assist with IT asset inventory, ensure inventory is up-to-date, and report to the System Support Engineer- Perform re-cabling of existing wired infrastructure and ensure all computers are operational at all times for teachers, students, and staff.- Develop new methods that woud assist with existing internal IT processes.