Jonathan Cerda Email & Phone Number

Work Description: SkyMesh – Helpdesk Analyst (ISP Support) Provides support for the following services offered by SkyMesh (ADSL, Wireless, Satellite, and Fiber Optics connection for IPstar and NBN Co.) Support wired and wireless router such as Linksys, Netgear, TP link, and Tenda Configures IPstar and NBN modem using Satellite connection Configured email client using MS Outlook, Live mail, Mozilla Thunderbird, and mac mail Handles Windows OS and Mac operating systems Remotely configured customer’s pc using Bomgar connection Handles software issues (anti-virus, firewall) Responsible in providing technical support to our customers via phone, email and/or chat. Process sales needed by the customer (usage and plan service upgrade) Coordinates with Tier 2 for Product /troubleshooting updates

Work Description : SkyMesh – Technical Support Representative Provides support for the following services offered by SkyMesh (ADSL, Wireless, Satellite, and Fiber Optics connection for IPstar and NBN Co.) Support wired and wireless router such as Linksys, Netgear, TP link, and Tenda Configured email client using MS Outlook, Live mail, Mozilla Thunderbird, and mac mail Handles Windows OS and Mac operating systems Remotely configured customer’s pc using Bomgar connection Handles software issues (anti-virus, firewall) Responsible in providing technical support to our customers via phone, email and/or chat. Process sales needed by the customer (usage and plan service upgrade) Coordinates with Tier 2 for Product /troubleshooting updates CODAN – Service Desk Analyst Provides support for the following Application Services: GroupWise Elite monitoring & support Delphi support Email monitoring & support for GroupWise and Exchange Document Management System support, currently GroupWise Metastorm / Workflow support Citrix monitoring & support Provides support for the following Web Services: Firm Website Provides support for the following Infrastructure & Communications Services: PBX : phone system and voicemail Netware Application Launcher as it is providing access to the user’s basic applications eDirectory / Novel l Directory Services Windows Active Directory Print services Servers: Supporting SQL Database Cluster, Master & Slace Apps Server, Cold Fusion, Fileserver , Web Servers Network Security Services Provides support for the following Workstation services: Microsoft Word Microsoft Excel Microsoft PowerPoint Desktop virus protection Provides the following End-User Support Services: Phone access to Service Desk support Remote assistance using Remote Desktop or a Virtual Private Network where available

Manila, Philippines

Support and creates User account for end users using Active Directory.- Process Termination checklist for end users.- Provides voice/voicemail and email support.- Send Email notification, Implementation and What's up monitoring alerts from network servers to users via Lotus notes.- Create Magic tickets to assigned groups depending on work related issues.- Support VPN related connection issues.- Contact On-call Technician if needed especially if server is down.

Manila, Philippines

- Supports Lotus notes configuration- Handle inbound calls from customers who need assistance in PC/Network troubleshooting and configuration- Escalate second level concerns to Tier 2 support / Triage, following the proper escalation procedure- Handles Networking connections- Provide Technical Support and Quality Service to customers through voice and email.- Handles mainframe system- Handles software installation and repairs- Configures Blackberry synchronize to lotus notes Analyze system operation, application, PC and network problems- Identify technical problems, diagnose system error messages, determine causes and provide resolution- Knowledgeable of LAN/WAN technology, TCP/IP- Knowledge of desktop hardware and software and data/IP products and services- Experience mainframe systems

Manila, Philippines

'Linksys / Netgear ACCOUNT- Responsible in providing excellent technical support to our customers via phone email and/or chat.- Function as a point-person for the team or as a Asst. Team leader.- Support wired and wireless devices such as wireless routers, network bridges, game adapters, and wireless adapters.- Provides daily, weekly and monthly reports- Troubleshoot PC issues