June Castillote Email & Phone Number

Mckinley Hill, Taguig City

Part of a team managing several different companies or accounts mostly in the APJ region.Server/Application monitoring and maintenance, user management, planning, design and implementation.Handle high severity/critical incident tickets while complying with SLAs and perform Root Cause Analysis.Involvement in Messaging-related projects – Technical Lead, Design and Implementation Resource.Meet with clients to discuss projects, issues, proposals, etc.Design training modules and conduct technical training.Process documentation and improvement.Document existing systems for easier reference.Perform Release to Production verification for new infrastructure/servers/systems to be accepted as part of BAU support.Automation of system/health checks, scheduled reports, monitoring and other tasks as necessary thru scripting/coding (PowerShell, VBS, .NET)

Cybergate 3, Pioneer St. Mandaluyong City

Management and Administration of Messaging environments for the following JG Summit Business Units:(Exchange Server, Lotus Domino, Linux/Postfix, Windows)Robinsons Land CorpRobinsons BankDigitelSummit Media GroupJGS PetrochemicalsRobinsons Retail GroupUniversal Robina CorporationAs a Messaging Engineer, responsible for server monitoring and maintenance, user management, planning, design and implementation.Handled high severity/critical incident tickets while complying with SLAs and perform Root Cause Analysis.Involvement in projects which includes Messaging infrastructure.Meet with clients to discuss projects, issues, proposals, etc.Conduct user training/orientation for new systems implemented.ProjectsExchange 2000 to Exchange 2010 Migration for Summit Media Group.“eSoave” – Implemented the messaging environment for Electronic Statement of Account for Sun Cellular subscribers.Created tool for Exchange server (2003/2010) data collections for scheduled reporting and monitoring. 11 http://shaking-off-the-cobwebs.blogspot.com/2012/03/exchange-2003-data-collector.html

Ortigas Ave, Pasig City

Provided third level support, remote assistance for Trend Micro Enterprise clients in North America Region.Handled cases dealing with large revenue involved and escalations whether technical or procedural.Simulate cases by replicating the environment in which the clients are having issues with to perform better analysis and data gathering which will then be used to ultimately provide the best possible solution without disturbing the production servers so much in the process.Provided assistance in installation, deployment, configuration and solutions delivery for Trend Micro’s Enterprise line of products.Worked with the following:Windows 2003 ServerWindows 2008 ServerExchange Server 2003Exchange Server 2007Domino Server for Windows and Linux Platforms

Eastwood City, Libis, Quezon City

Provided hardware and software technical support for Dell US customers including LAN/Wireless networking and malware removal.Gather raw data and generate reports and provide analysis for Agents, Teams, Sites and Program‘s performance used for promotions/performance reviews and assessments, and metrics/goals benchmarking.Designed, developed and implemented an efficient call logs tracking system that determined more time-saving and real time reports generation. Trained users for the use of the said system.Responsible for plotting employee leave requests based on the analyzed results of projected service levels and ideal workforce.Maintained accurate organization map tallied with the internal roster used in attrition reports and capacity planning.Attend client meetings for support updates and daily/weekly performance reviews.Assisted in management of Level 2 Technicians.Handled escalations whether policy-related or technical in nature.Mentored Technical Support Representatives to polish and improve their technical skills for both hardware and software.