Michael Angelo Ison Email & Phone Number

Singapore

Singapore

Singapore, Singapore

- Spearhead 1st/2nd line IT support, overseeing helpdesk operations for business users, including critical laboratory computer systems. Managed escalation protocols, proactively monitored system performance, and ensured swift resolution of ongoing issues.- Orchestrate incident, change, and service management processes, guaranteeing adherence to SLAs and fostering seamless operations.- Provide comprehensive operations dashboards and reports, offering valuable insights into IT infrastructure performance.- Direct system and network administration, conducting regular software and user access reviews to uphold security protocols.- Implement rigorous system backup and disaster recovery measures, safeguarding critical business systems and ensuring uninterrupted operations.- Manage hardware and software inventory, conducting routine assessments to identify and replace end-of-life devices, facilitating seamless technology upgrades.- Enforce patch management protocols to maintain up-to-date and secure software, including laboratory computer systems.- Proactively monitor and address system and security alerts, developing automation playbooks to streamline response processes.- Lead initiatives to enhance existing systems, operational procedures, and compliance frameworks, driving organizational excellence and adherence to industry best practices.

Singapore, Singapore

• Serve as the primary point of contact for network device-related issues and feature inquiries.• Act as the main liaison with the Taiwan office for issue escalation and feature requests.• Offer advanced troubleshooting support for various products.• Create network solutions and proposals, including network diagrams and heatmaps.• Utilize expertise to design innovative solutions, create accurate Bill of Materials (BOM), prepare detailed quotations, conduct thorough Proof of Concept (POC) trials, and provide seamless support for deployment when necessary.• Collaborate efficiently with vendor teams to promptly address client inquiries and resolve issues, ensuring outstanding customer satisfaction.• Provide partner training in network and product knowledge.• Document issues and track product changes, then disseminate this information to partners.• Keep the internal team updated on current issues and ongoing projects.

• Manage end-to-end client projects, ensuring successful completion from conception to delivery• Design and establish network environments for internal and external clients, enforcing system standards and documenting configuration• Procure network and video conferencing equipment, as well as managing subcontractors involved in the project and installation of equipment• Develop new solutions to improve resilience of current environment for both internal office and clients• Identify and analyze new products and technologies, creating proposal specifications and quotations for internal office and clients• Introduce solutions to existing and prospective clients, assisting them in selecting the best-suited product for their needs• Identify and develop new business opportunities with clients, fostering lasting relationships• Manage internal office infrastructure and systems, ensuring smooth operations• Liaise with internal and client stakeholders on a daily basis, ensuring project timelines and requirements are met• Provide assistance in logistics for faulty equipment and offer onsite support for both internal and client/end-user premise

Singapore

• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone• Assists users by diagnosing problems and providing resolutions for technical and service issues• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts• Advises/educates users within procedural guidelines to ensure a complete solution to their technical or service questions• Focuses on delivering a positive user experience according to company standards• Monitors and tracks issues to ensure accurate resolution• Assumes complete ownership of user issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources• Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed• Provides leadership and mentors team members to transfer skills as well as technicians in other support areas• Works closely with APAC manager to communicate any employee issues, and have the manager deal with them directly• May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators• Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner• Provides VIP support to the Regional office in Singapore• Manages IT projects for all Singapore Offices, ensuring that they are delivered on time, within budget, and to the satisfaction of stakeholders.

Singapore

• Plan, execute, and finalize offshore transition & transformation projects within budget and according to strict deadlines.• Acquire resources and coordinate the efforts of team members, third-party contractors, and consultants to ensure successful project delivery. Define project objectives and oversee quality control throughout the project life cycle.• Disseminate high-level delivery/transformation scope to individual activities and track progress through standard project management tools. Document and highlight potential risks and develop mitigation plans.• Assist the Demand Team with Business Case, Resource Planning, and Project Planning.• Act as the escalation point for post-transition and operational issues.• Identify required resources and assign individual responsibilities.• Plan and schedule project timelines and milestones using appropriate tools.• Streamline current IT processes to improve business unit efficiency.• Liaise with Client Leadership and Manila Base helpdesk leads to resolve operational issues.• Drive the operations team to implement transformation for respective services and facilitate discussions with Service Owner/Client to discuss transformation strategy.• Create and execute project work plans, revising them as necessary to meet changing needs and requirements.• Manage Microsoft Office 365 account creation and administration of other systems.• Process mapping and documentation to improve current processes.

Singapore

• Deployment and support of computer hardware, including desktops, laptops, mobile devices (e.g., iPhones and iPads), printing devices, POS retail devices, store people counting devices (Countwise camera devices, iCount and netCount counter devices), and digital signage hardware.• Troubleshooting and support for network client connectivity on LAN and Wi-Fi networks, covering desktops, laptops, iPads, iPhones, network printers, and photocopiers.• Deployment and support of computer software, such as Windows 7 deployment, troubleshooting, and support, Outlook email messaging (including mobile devices), application installation and configuration, and software deployment and support on store devices like the iPad membership sign-up.Management of SLAs and incidents.Administration of Active Directory and Exchange, as well as Office 365 administration.

Singapore

•Performing day-to-day hardware and software infrastructure management•Collaborating with and supporting a variety of engineering and business team users throughout the company•Proactively identifying audit and compliance access-related issues to reduce the risk of security exposures on the support systems and applications•Works closely with management to prioritize business goals and information needs•Administration of Active Directory/Microsoft 365•Manage/Support office Infrastructure projects•Provide End to end support for VOIP and phone systems within the company•Develop systems that satisfies both management and end-users in the most cost-effective and efficient way possible.•Oversee implementation by managing programmers, coders and equipment vendors to ensure the design is properly executed in a timely manner and stays within budget•Work closely with Finance team to budget and plan out procurement of IT equipment for the company and assure that everything is within the budget•Review, Propose & stream line IT process to meet company needs

Singapore

• Manage and support the IT infrastructure including hardware, software, desktop and shared infrastructure, voice and data networks, servers, mobile and fixed telephony.• Provide Information System support for the platforms/devices such as iPhone, iPad, Blackberry, Windows PC, Mac, Network devices, Printers, etc.• System Upgrades Blackberry / iPhone / Android Support - Activation, Troubleshooting and End-to-End support to fix issues.• Assist users with Video Conference connections, Troubleshoot issues and End-to-End support to coordinate to get vendors to fix issues and assist in testing fixes.• Update information on assets those are outside the scope of Asset Management. (scope covers laptops & servers)• Printer Support-Initial troubleshooting, End-to-End support to coordinate to get vendors to fix issues and assist in testing fixes.• To organize all Info System related documents (hardcopy & softcopy) by filing them appropriately for traceability & easy accessibility, organize/update market info in to a single source either in excel or access or any in appropriate format for easy accessibility.• Hands & eyes support on Network (LAN/WAN) related issues.• Assist users on IP Phone usage, initial troubleshooting of issues, hands & eyes support on IP Telephony related issues.• Monthly or weekly tracking/report generation on data extracted from invoices and Remedy data.• Monitoring of remedy tickets update• Support Service Delivery Manager in the management of local and central Information System partners

Singapore

▪ Effective communication channel with the customer and the enterprise customer/s for any NTT’s provided services: ▪ Manage and ensure smooth daily operation. ▪ Provide timely acknowledgement and log all cases reported. ▪ Provide first pass analysis / meaningful isolation of cases, Incident Management and non­complex incident resolution. ▪ Provide basic troubleshooting on NTT Services related issues or requests. ▪ Provide Analysis to Support Team Members: ▪ To document and share all information of case resolution that is new to the team. ▪ Engage to Level 2 Support Team to work on case reduction for high volume application. ▪ Ensure the conduct of effective training and knowledge transfer to new agents. ▪ Perform Data Center operational task assistance: ▪ Coordinate and facilitate server outage as well as planned downtimes. ▪ Provide efficient support on DC operations task request.

Singapore

- Procurement of ICT Equipment- Budget Planning of ICT Department- Manage/Assist Technical assistants - Management of School Website as well as other School owned software- Creation of Network Accounts for faculty as well as creation of other web-based accounts for staff- Process and evaluate current inventory system- Condemnation of ICT equipment- Manage online booking of equipment and schedules on Lead Portal- Main contact person for any IT related issues- Liaise with vendors/suppliers regarding any IT related purchases and repairs- Wall to Wall Inventory- Condemnation Process of ICT Equipment- Assist in Purchase/Repair of ICT Equipment- Main Key person to handle ICT request and concerns before assigning the task to TA or MME- Oversee and Monitor the jobs/tasks assigned to TA’s and MME Coordinator. Provide consultancy and assistance to TA and user as needed.- Suggests schemes to improvise some improvement that can be done both for equipments and procedure

Philippines

- Provide Level 3 Helpdesk Support.- Supports 9 major Siemens Operating Companies- Mentors and coaches agents- Monitors agent stats and set goals for improvement- Records and rates agents calls for QA purposes and coaches agents accordingly- Blue Pumpkin/Impact 360 Monitoring and Reporting- Utilizing Witness for QA ratings- Random monthly case audit reviews- Provide up-training for new hires- Account Problem ManagementSupport Scope are as follows:- Citrix Environment and application- PKI Certificate and Smartcard Administration including software implementation- VPN account creation, software installation, configuration and troubleshooting for both dialup and broadband internet- RSA Token and RSA Server administration- MS Office applications including Outlook- Email encryption for both Native OS and CryptoEx, POP3, SMTP and Exchange server configuration/troubleshooting- Active Directory administration- SAP Administration- Radius Server administration- Blackberry/PDA’s configuration/troubleshooting and Enterprise Server activation- Proprietary software configuration/troubleshooting- Basic Domino/Lotus Notes application- LAN administration including Wifi and router/modem configuration and troubleshooting- Laptop and Desktop troubleshooting both hardware and software- Network Outage monitoring and reporting

Philippines

- Advance DSL technical support /Ticket Management.- Call Escaltions for Level 2 Agents