Mark Gil Menaya Email & Phone Number

Philippines

Philippines

Makati City, Philippines

• Receiving escalation, providing assistance and solution coming from front line support teams. • Understanding database relationship such as MySQL & PostgreSQL.• Troubleshoot and isolate production related issues and identify if it is a server, database or code level issue.• Occasionally assisting with QA team in testing & reviewing Developers output.• Coordinating and assisting with Developers, Integrations, IT Security and Network Operations Center (NOC) team in applying changes in production through standard and ITIL based deployment process.• Ensuring no production downtime/outage by maintaining servers and monitoring health status.• Responsible for managing server configuration & software upgrade operation.• Responsible for regular server data back-up and relevant settings.• Troubleshooting / Managing AWS and Aliyun cloud servers.• Enhancing production processes through shell scripting.• Creating and maintaining process support-related documentation.

Makati City, Philippines

• Monitoring Health Dashboards for connectivity and Translation Alerts• Interpreting/Understanding EDI File failures from client or trading partners (Vice Versa)End to end File Tracking• Responsible for providing technical resolution to clients, answering moderately complex questions on function and usage of products via phone and/or electronic format.• Delivering exceptional service to customers.• Monitoring e-commerce applications (Enterprise System and Application Integrator), communication systems (AS2, FTP, HTTP, etc.), and system alerts.• Monitoring, processing, queuing, and reconciling client transactions (EDI documents, XML, RosettaNet, functional acknowledgments, etc.). • Responding to and resolving system or client initiated incidents.• Participating in incident and problem escalations; communicating with clients and other OpenText team members to gather information and provide status updates about incidents and problems.• Creating and tracking incident and problem tickets; modifying scripts as needed.• Accessing and modifying transactions in strict compliance with OpenText and client procedures; and contributing to the knowledgebase of known problems and solutions.• Logs/error, map reading in UNIX Enterprise and Web User Interface – Enterprise Support System

• Providing technical support for HP related products.• Troubleshooting and providing resolution for complex issues or incoming technical service inquiries. • Assisting and troubleshooting HP laptop and printer issues with Apple products.• Recommends changes in products such as an upgrade by evaluating results of the troubleshooting procedure.• Promotes/secures orders from existing and prospective customers through a relationship-based approach.