Mel John Asacta Email & Phone Number

➢ I am responsible for designs, monitoring and troubleshooting our customers productive environment.➢ Provide designs for customer network solutions including IoT, WiFi, and access control solutions.➢ Actively monitor and proactively solve issues for all aspects of our customers systems, and troubleshoot all aspects of customer systems.➢ Perform daily checks of NOC Change Management tickets and metrics - Resolve any conflicts before implementations are made➢ Actively monitor and react to real-time system conditions➢ Resolve or escalate any system issues according to department procedures➢ Document and maintain all changes to departmental policy and procedures➢ Assist Client Engagement and Project Managers with internal RealPage customers via phone support and special projects as needed.➢ Assist Product Support departments in resolving customer complaints - Ensure Technical Support commitments are met.➢ Enforce the policies and procedures of the Information Technology Group➢ Provide team mentoring and training for department policy and procedures➢ Works hand in hand with the NOE Manager ➢ Provide reports and helps in monitoring metrics of the team

➢ Provide first line of desktop and applications support to our corporate users and clients, upon calling on our hotline. ➢ Escalation point of Desktop Support I.➢ Escalate unresolved incident tickets to proper support teams➢ Coordinate issues to proper Support Team as needed➢ Assist Lead on generating reports for the Team➢ Assist Lead on queue management➢ Updates team processes as assigned monthly

Philippines

Started as a Desktop Support Technician (Corporate HelpDesk) and in less than 2 yearswas promoted to NOC Engineer.➢ Analyze and implement, assign tasks in a timely manner to provide immediateresolution on critical alerts➢ Create tickets via Salesforce for any critical issue reported and facilitate bridge calls forfast resolutions➢ Monitoring alerts using Nagios and SCOM➢ Apply first level of troubleshooting on network and server issues➢ Escalate network and server issues by calling assigned team➢ Provides access to Jira and Epicor➢ Disable AD and Exchange accounts of terminated users

Philippines

➢ Provide first line of desktop and applications support to our corporate users, upon calling on our helpdesk hotline. ➢ Ensure top-notch service and best customer experience to our corporate users. ➢ Escalate unresolved incident tickets to proper support teams ➢ Updates team processes as assigned monthly

Philippines

➢ Monitor and troubleshoot system hardware and applications used by employees.➢ Provide first level desktop and applications support to employees and help maintaininternal systems.➢ Responsible for handling day-to-day work with respect to IT (Network Management, Server Administration Windows 2003 and 2008 servers, Desktop Support, Avayaphones).➢ Improve and understand the IT process for smooth operation, updates and check for theproper updates on Windows Patches and Antivirus➢ Escalate unresolved cases to relevant Vendors/Onsite support team➢ Manage and monitor DS3, E1 links port status and speed➢ Properly log issues of the entire problem encountered including the remedial solutionsor steps taken in the IT Helpdesk (Remedy Force).➢ Diagnose and troubleshoot call center applications and operating systems issue➢ Handle File server access rights given to specific users ➢ Handle WSUS patch updates roll out ➢ Handle MacAfee Antivirus updates ➢ Check permissions on web Marshall for access of each user

Philippines

Started as an Internal IT Staff - Office Support Engineer and was promoted to Technical Support Engineer in less than 2 years. ➢ Support Nexus internal system applications and hardware problems on computers and provide technical support to Client. ➢ Troubleshoot and fix desktops and laptops used by clients.Trainings: Nexus Technologies Inc.,- Business Intelligence Overview- Quality Management & Service Mileage – Guthrie Jensen- Windows 7 Configuration

Philippines

➢ Provide first level desktop and applications support to employees and help maintaininternal systems.➢ Responsible for handling day-to-day work with respect to IT (Network Management,Server Administration Windows 2003 based servers, Desktop Support.).➢ Implementation of Biometrics system in the office➢ Implementation of Single sign-on application (Passlogix V-go SSO)UP ITTC- Cisco Training- Network Fundamentals

Bachelor Of Science - Bs, Computer Engineering

Activities and Societies: Award: Rectors Leadership Trainings: - Leadership Training - Microcontroller Seminar

Primary & Secondary School

Activities and Societies: Loyalty Award