John Lester Capcap Email & Phone Number

Metro Manila, Philippines

Makati, National Capital Region, Philippines

- Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.- Gather details regarding Customer processes to be able to determine how we can best Support and give direction.- Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the SuiteBuilder Product area and general operations.- Work with other Departments such as Quality and Assurance, Professional Services, Product Management and Development, to ensure fast turnaround. This is bound by processes but all of which aims to give quality service.

- Responsible in supporting business infrastructure ranging in size from small to that of global, Fortune 500 companies which utilizes HCL BigFix- Assisting clients with software configurations and troubleshooting complex technical issues.- Document procedures and technical resolutions in a ticketing system and in a technical knowledge base. Process client’s requests via phone, email and instant messaging.- Using technical and negotiation skills in collaboration with other support operations/organizations to priorities and diagnose problems to resolution- Available on call from time to time.

Ncr - National Capital Region, Philippines

- Responsible in supporting business infrastructure ranging in size from small to that of global, Fortune 500 companies which utilizes the HCL Digital Solutions Softwares (HCL Notes/Domino, Sametime, SafeLinx)- Assisting clients with software configurations and troubleshooting complex technical issues.- Document procedures and technical resolutions in a ticketing system and in a technical knowledge base. Process client’s requests via phone, email and instant messaging.- Available on call from time to time.- Supports the Manager and perform some management duties when Manager is OOO- Attending Critical Situation Calls with Support Engineer & customer where and if required.- Work with leads and managers from teams outside of the CWP project to ensure proper cross-product support for customers. Develop and implement training plans for on-boarding new hires into the team. Include team processes and etiquette in addition to technical training.- Perform reviews of Escalation Summaries created by team members to ensure they are technically accurate and high quality. Offer suggestions to avoid escalation when appropriate.- Work directly with fellow team members in 1-on-1 situations to encourage and enable them to do well in their role. Help teach other Support Engineer how to organize their work so it's current and their backlog is manageable. - Host weekly Tech meetings. Lead and facilitate regular technical discussions with the team to enable group problem solving for tough Case's (tech meetings, chat room discussions, etc).

Ncr - National Capital Region, Philippines

- As an IBM Business Partner we have several clients like banks, government, etc.- Presenting/Demonstrating the technical features of the products to new clients.- Performs onsite support to our clients if necessary or if requested.- Performs preventive maintenance to ensure the performance of the server is fine.- Performs installation, upgrade, and configuration of the IBM Analytics softwares e.g IBM Domino, Notes, Traveler, Connections, Sametime, WebSphere Application Server, IBM HTTP, and IBM DB2.- Performs server backup to ensure server availability.- Document procedures and resolution for future references.- Opening a service request ticket with IBM to resolve issues.

Quezon City, Philippines

- Responsible in supporting business infrastructure ranging in size from small to that of global, Fortune 500 companies which utilize the ESS suite of software solutions (IBM Domino / Traveler).- Assisting clients with software configurations and troubleshooting complex technical issues.- Document procedures and technical resolutions in a ticketing system and in a technical knowledge base.- Process client’s requests via phone, email and instant messaging.- Available on call from time to time.