Michael Angelo Lagonoy Email & Phone Number

Makati, National Capital Region, Philippines

Position: CXM Oracle & SAP and Salesforce ConsultantWhat we do:• Collaborates with the client to analyze business requirements and translate them into Salesforce solutions.• Schedules and hosts a production/stage deployment within Salesforce and SAP.• Provides technical expertise and guidance to clients on Salesforce best practices and capabilities.• Hosts a data migration process, ensuring data integrity and consistency within Salesforce environments.• Facilitates a session for system testing and quality assurance to validate the functionality and performance of Salesforce implementations.• Acts as a liaison between clients and development teams to communicate requirements and facilitate project execution.• Proactively identifies opportunities for process improvement and optimization within Salesforce deployments.• Presents with the client regarding Salesforce releases and updates, evaluating their potential impact and advising clients accordingly.

Quezon City, National Capital Region, Philippines

Project: SalesforcePosition: Tier II Support EngineerWhat we do:• Configure and maintain Salesforce platform to support business processes.• Customize Salesforce features to meet specific business requirements.• Manage user profiles, roles, permissions, and data access.• Maintain data integrity by performing regular data quality checks and cleaning up duplicate records.• Import and export data using data loader or other integration tools.• Develop and maintain data workflows, validation rules, and data governance policies.• Create and maintain documentation on Salesforce processes and best practices.• Troubleshoot user issues and provide timely resolutions.• Collaborate with stakeholders to gather requirements and implement custom solutions.• Develop custom reports, dashboards, and workflows to support business insights and decision-making.• Work with developers to integrate Salesforce with other systems and applications.• Stay updated on Salesforce releases and new features, and assess their impact on our organization.• Proactively identify areas for process improvement and optimization within Salesforce.

Quezon City, National Capital Region, Philippines

Project: Microsoft Office 365Position: Microsoft Support EngineerWhat we do:• Provide “white-glove” support to Microsoft customers but not limited to Partners, SMBs, and consumers, with FQR (First Quality Resolution) goal in mind.• Guide customers in onboarding their businesses, solving issues, and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Teams, Yammer, etc. • Build relationships to create, reinforce, motivate, and guide customers and partners.• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries.• Leverage collaboration support tools and processes to expedite the resolution of customer issues.• Conduct research on complex cases, validates cases for escalation to Backline, and contributes to knowledge management initiatives.• Maintain and continue to develop the expertise necessary to be effective in the position including technical, industry, and customer-relevant knowledge.

Quezon City, National Capital Region, Philippines

Project: Electronic ArtsPosition: Technical Support Game AdvisorWhat we do:• We establish credibility and rapport with our players.• We identify trends, escalate issues, and provide feedback for problems players have. • We troubleshoot technical issues for consoles, PCs, Macs, and mobile devices.• We troubleshoot account issues including billing, security, and restoration.• We interact with players via chat, email, or phone.• We use all available information to resolve every player the first time they contact us.• We keep player account information and EA internal information secure and confidential.• We follow all policies, processes, and procedures in WWCE.