Mikee Magbag Email & Phone Number

• Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
• Identify, analyze, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes.
• Ensure the correct operational and change management processes and procedures are always adhered to.
• Manage customer expectation with regular & effective communication and updates.
• Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
• Provide customer induction & training as and when required.

Dubai, United Arab Emirates

• Initial Point of contact of customers for troubleshooting IT Infrastructure and end-devices. POC for 3rd party implementation and deployment on local sites and data centers.
• Caters to P1 to P4 SLAs specially for customers with sense of urgency.
• IT infrastructure management on Data Operations, Network Administration (Wired & Wireless), IT Security/Firewall Administration, IP Telephony and Server Support Administration, End to End Customer support and assistance.
• Network Monitoring, Ticket Resolution based on priority (SLA) and Outage troubleshooting.
• Troubleshooting and Migration activities of all Network & Security devices i.e., Cisco Routers, Switches, Fortinet, Aruba, Etc.
• IT NOC and SOC Operations: Manage and Maintain all the Systems, Server, Network and Security Administration and analytics for all IT Max related devices.

Philippines

• Provided leadership and oversight in the strategic planning, execution, and assessment of the information privacy program for the hospital as an addendum function of the current CIO role.
• Established and maintained the Privacy Impact Plan to ensure that all information assets are adequately identified and that information assets such as employee and patient data are appropriately classified and.
• Responsible for identifying, directing, coordinating, evaluating, and reporting on information privacy risks in a manner that meets compliance and regulatory requirements based on GDPR, HIPAA, ISO: 27001, ISO: 27002.
• Author of the organization’s strategic and comprehensive privacy program that defines, develops, maintains, and implements policies and processes that enable consistent, effective privacy practices, which minimize risk.
• Performs and oversees initial and periodic information privacy risk assessment/analysis, mitigation and remediation ensuring that privacy forms, policies, standards, and procedures are up to date.
• Participates in the development, implementation, and ongoing compliance monitoring of all business associates and business associate agreements, to ensure all privacy concerns, requirements, and responsibilities are.

Philippines

• Served as the key executive for Information Technology Services for the organization.
• Provided leadership, vision, and oversight for IT functions with a focus on service excellence with overall responsibility for direction, coordination, and management of all IS/IT business and clinical functions.
• Managing overall IT Infrastructure Service Operations to ensure 24x7 availability and reliability.
• Handles Systems, Servers, IT Security, Networks (Wired, Wireless & Mobile), and IP Telephony/PABX Systems.
• Managed the internal MIS Team operations in an ITIL environment with end-user support engaged in Systems & Desktop Support.
• Conducts business-continuity of all IT Systems, Healthcare System and Data Center Networks.

Philippines

• Manage the Service Desk Teams supporting P3-P4 cases for the hospital.
• Handling employee’s compliance on Data Network and Overall IT Security and Infrastructure.
• Acted as the Disaster Recovery Lead for the installation of proper network devices and auxiliary systems.
• Lead Incident Manager for HBI (High Business Impact) and handles High Priority Incidents.
• Handles escalated tickets and notifies the Chief of Hospital for possible recurring issues based on ticket trends and resolves the complex service requests and critical issues, communicates the risks, and provides.
• Handled CFS (Cross Functional Services) to accommodate hospital units in Incident reporting for system errors in the Hospital Information System.

Philippines

• Create P3-P4 service tickets for customer issues and escalate unresolved issues from team members according to standard practice and procedures.
• Verify end-user credentials prior to providing or resetting access to applications and systems.
• Perform basic hardware and software troubleshooting, diagnostics, and remote repair if possible.
• Attending customer support calls to IT support teams according to requirements and errors and addressing the issue on Desktop Environment.
• Perform operating system software installation, patching, upgrading and maintenance.
• Provide operating system performance tuning, problem diagnosis and problem resolution.

Master'S Degree, Information Technology, A+

Bachelor Of Science - Bs, Information Technology, A

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