Jonathan Sanchez Email & Phone Number

Metro Manila

 Managed the daily health check report and do the necessary action needed Provided updates on Daily Operations Call Provided Continuous Services Improvement CSI Created documentation on new issues encountered and cascade to team members Ensured that assigned incident tickets are resolved within the Service Level Agreement (SLA) Ensured incident and service requests were handled accordingly via Service-Now Provided support related to Office 365, SharePoint access, Exchange on-premise, Lync & Enterprise Vault Handled provisioning & deprovisioning of user mailboxes Migrated mailboxes and shared mailboxes from on-premise to O365 Provided support and resolving technical problems to a customer SLA Handled user information via Active Directory Provided remote support & local support on a daily basis

Philippines

Office 365, Exchange 2010 & Skype 2016  Manage the daily health check report and do the necessary action needed. Provide updates on Daily Operations Call.  Provide Continues Services Improvement CSI. Create documentation on new issue encountered and cascade to team members.  Ensure that assigned incident tickets are resolved within the Service Level Agreement (SLA). Ensure incident and service request were handled accordingly via Service-Now.  Provides support related to Office 365, SharePoint access and Exchange on-premise.  Handle provisioning & deprovisioning of user mailboxes.  Migrate mailboxes and shared mailboxes from on-premise to O365.  Providing support and resolving technical problems to a customer SLA. Handle user information via Active Directory. Provide remote support & local support on the daily basis.

Gateway Tower Ii, Araneta Center, Cubao, Quezon City

Exchange 2010, Office365, Symantec MessageLab & Enterprise Vault Manage the daily health check report and do the necessary action needed. Provide Continues Services Improvement CSI & Identify Risk across all towers. Manage & facilitate especial request from Auditors & legal department of the client. Ensure that SCOM Alert for Exchange are priorities and resolved. Prepared change documentation and review/evaluate my teammate change documents. Provide Monthly Report from Office 365 & in MessageLab Provide 1st 2nd level support for incident, request, change & management.  Email filtering in office 365 & in Symantec MessageLab. 24/7 on-call support. MobileIron Admin Management the Core & Sentry appliance. Ensure that the appliances has a latest version update.Desktop Management Provide 1st 2nd level support for incident and request. Project Task Pioneering in the Project – Manage some of the Transition Project requirements before the Go-Live.  Manage resources Rollin Rollout (RIRO), Asset custodian, Purchase Asset from Accenture Site, Monthly Overtime.

Cybergate Tower Ii, Robinsons Pioneer

Project: Desktop Optimization Program - Release ManagementAPAC Region Sub Lead Role Facilitates meetings with Onshore counterparts and provide overall updates. Ensures targets are reached on or before proposed deadlines.  Review the report of the team before publishing. Ensures accuracy and completeness of daily schedule of the team. Manage the team’s performance in a timely manner.Release Management Analyst Oversees release planning process and performs release phase activities prior to deployment to Virtual Desktop Infrastructure (VDI) and enhanced physical desktop environment.  Defines and manages release readiness according to application package readiness, storage requirements and network availability. Works with cross-functional teams in the Infrastructure Services to ensure efficient delivery of high quality releases of zero-touch deployments (OS refresh and CAP/VDI migration). Maintains local database of deployment profiles and instances for reporting purposes. Document process workarounds and task activities for transitioning and conducts knowledge transfer and transition tasks to team members.

Global One Eastwood Libis Quezon City

Maintains data integrity and ensure workstation security is in accordance with standards and best practices.Updates Incident Management tickets status information (e.g. case notes or work info).Performs or assists in performing workstation/printer installations, upgrade, preventive maintenance, back-ups, and other related tasks.Performs or assists in troubleshooting functions involving workstation operating systems, applications, utilities, tools and related workstation services.Adheres to internal controls processes, and standards based on the guidelines set forth by the organization.Supports DCN ISU’s cost reduction programs in creating and realizing savings for DCN ISU and for the Accenture Delivery Centers in the Philippines.Ensure that assigned incident tickets are resolved within the Operating Level Agreement (OLA).Ensure that administrative expense request (e.g. Artes/TRs, phone bills, pager premium, etc.) are accurate and submitted on a timely manner.On occasion, may be tasked to coordinate with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary. Helps ensure that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process.On occasion may be tasked to be a member of various functional activities and initiatives of the Workstation Operations and/or Workstation Engineering team/s. Services Provided( but not limited to):•New Project Build-out Support•Transition Support•User and Group Account Management (Creation/Modification)•Daily Network Preventive Maintenance (Core & switch device) – ISO27001•Node conversion, sticky port configuration, configuration of cisco switch for the data center•Configure of Cisco Phone 6921 & 7942 using Configuration Unified Communication Manager (CUCM)•Workstation, AD and Project Application support

Two And Three World Square, 22 Upper Mckinley Road, Mckinley Hill Town Center, F

Responsible for Technical Content of the Incident Management Services. Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support and technology teams.Good awareness of the customer’s business and in-depth knowledge of the customer’s environment and support processes.Complying with the ITSM & SLA Standards by observing the Incident Management lifecycle processes.Proactive to anticipate issues or situations which impact services availability and critical response time, and take necessary mitigation steps escalating to management’s attention.Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standard; also accountable for the updating the documentation.Ensure following of processes and best practices outlined by the Technical Supervisor and Management.Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.Services Provided( but not limited to):•Troubleshooting of OS related problems•User and Group Account Management (Creation/Modification)•Remote Access Administrators•Disk Cleanup: Clearing of Cache / Temp files•System Services (Restarting / Stopping)•Server Restoration (checking of root cause)•File System Management

Installation, configuration and troubleshooting of PCs, hardware, software, emails, routers.Build windows server 2000, 2003 and 2008 Install security patches and hotfix Working knowledge in operating system like XP Prof., Vista, Ubuntu (Linux), Mac DesktopMaintain TCP/IP and related protocols such as DHCP, POP3, SMTPBasic and advanced troubleshooting and problem solving.Recover formatted hard drive, data lose, email recovery etc.Identify and resolve computer system malfunctions and operational problems.Troubleshooting skills on computer hardware, computer software, and wireless network.Remove viruses in PC’s and Laptop like Worm, Trojan etc.Accessing Domain Server using DameWare to maintain and Audit files.

Installation, configuration and troubleshooting of PCs, hardware, software, emails, routers.Installed operating system like XP Prof., Vista, Ubuntu (Linux) Build Windows server 2003 include security patching.Maintain TCP/IP and related protocols such as DHCP, POP3, SMTPBasic and advanced troubleshooting and problem solving.Facilitate the share360 application (internet base).Recover formatted hard drive, data lose, email recovery etc.Identify and resolve computer system malfunctions and operational problems.Troubleshooting skills on computer hardware, computer software, and wireless network.Maintain & Update different Anti-virus like Kaspersky, McAfee, Nod32, AVG, Avast, Spybot. Remove viruses in PC’s and Laptop like Worm, Trojan etc.

Facilitate the monthly Executive Report of Corporate Planning Department which presented to the Top Management Team (TMT).Facilitate the Creation and Extension of Materials, Vendors and Plants in SAP Module – Enterprise Asset Management (EAM) for Purchasing Department.Knowledgeable in Warehouse Management, Plant Maintenance, ISU (Billing Schedule). Massive migration of materials using Legacy System Migration Workbench (LSMW) Assigned to change and edit the major data in SAP in terms of Master Customer File.Updates the MCF every day for the customer services inquiry. Facilitates all inquiries of 16 Business Centers in terms of Mobils, AR, and MCF for their Ad hoc. Monitor the movement of data in Qlikview in terms of monthly Water Volume, VolMLD and Services. Daily Posting of Collection, monthly posting of Mobils, AR, MCF in FTP for BC inquiries.Assist the Technical Support personnel to maintain the network & cabling in other Department. Assist the Billing personnel for the daily billing basis.

Conduct an audit on systems and procedures of operation activities.Review Policies and Procedures of the company.Information research and data analysis in SAP Application.Evaluates and recommend corrective measure on any activity under audit.Observed in the performance of Inventory taking at Main Warehouse and Satellite Warehouse, Give necessary recommendations for the improvement of the undertaking.