Michael Angelo Ison Email & Phone Number

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.

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.
• Collaborate efficiently with vendor teams to promptly address client inquiries and resolve issues, ensuring outstanding customer satisfaction.

• 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

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

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.
• 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.

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.
• 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.

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

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.

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:

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.

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.

Philippines

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