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.• Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)• Assist & support Groupe initiatives/projects and operational matters as and when required.• Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

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.• Analyzing and resolution of security alarms and important alerts through RMM/PSA/MSP/SIEM tools• SLA Management, Administration and Support, Knowledgebase documentation through ServiceNow and Microsoft CRM.• ITSM Management of NOC & SOC Teams Operation on customer project upgrades and migrations.• Responsible for BCP managing backups and CVE patching of key infrastructure devices including the Network, Windows Server, VMWare, and Hyper-V Infrastructure for both on-premises, hybrid, and Cloud Infrastructure.• Assist the NOC Manager in applying security, change control and configuration management ITIL processes.• Vendor Management and Tenant Management for the assignment of software licenses and technical resources for end-users.• Diagnose and resolve system-related issues, working closely with other IT teams and vendors to identify and implement appropriate solutions.•Stays updated with technology trends: Continuously expand knowledge of cloud-based technologies, industry best practices, and emerging trends to provide innovative solutions and enhance system performance.

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 protected from unauthorized access.• 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 and Data Protection laws.• 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 and ensure the confidentiality of protected and other classified data in paper and electronic form, across all media types.• 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 addressed.• In cooperation with Human Resources, ensures compliance with privacy policies and consistent application of sanctions for failure to comply with privacy policies for all internal employees and external (outsourced) workforce.

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.• Conducts Business Impact Analysis and Risk Mitigation Weekly Planning and Strategy.• Conducts monthly IT Audit & Forecasting, Incident and Change Management• IT Security Management (Software & Hardware), IT Asset Management & Software License Control and Compliance.• Managing and Maintaining Firewall Security, SIEM, Endpoint Security and SQL Server for Hospital Information System.• SLA Management, Administration and Support for P1 Cases with proper knowledgebase documentation.• Managing, Maintenance and Troubleshooting of user accounts in primary Active Directory, Hospital Information System, Webmail and Email Server.• Setting up the DHCP, DNS, VLAN, VPN, ACL’s and Firewall Policies of End-Point security devices.• Procurement, Inventory, Documentation & Asset Management of all IT related assets inside the hospital.• Vendor management for the 3rd party liaising and coordination for ISP and Facilities Management.• POC for Change Management Plan for system and database modifications of Hospital Information System.• Creates Daily, Weekly and Monthly Reports and conducts weekly meetings with Team Members and unit managers to monitor team performance and prevent SLA breaches.

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 recommendation and immediate resolution.• Handled CFS (Cross Functional Services) to accommodate hospital units in Incident reporting for system errors in the Hospital Information System.• Implementing, managing, and maintaining changes on Security Firewalls, SQL Server, Webmail Server, and Network Devices.• Creates and submits reports of Hospital Information System utilization to the Executive Committee.• Creates and plans for the Management Committee (MANCOM) IT budget for the year as well as training plans for personnel.• Defines, reviews, updates, and revises Technical Support Policies and Procedure documentation for Network Capabilities for executive team and key stakeholders.• Analyzes complex business needs presented by the end-user and/or clients and recommends the best technical solutions.• IT infrastructure management on Server Administration, Network Administration, Security/Firewall Administration, Telephony & PABX Support Administration, End to End Customer Support and Assistance.• Responsible for the LAN & WAN, Voice, and Video Telecom, Wireless Networks, Remote Access, Firewalls, Internet, Traffic Management, Capacity Planning and Network Reporting.• Provides technical training and transfer of knowledge to Team Members and produced documentation for knowledgebase.

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.• Provide installation, upgrade, and maintenance of server hardware components, as requested.• Perform basic network, server, and web administration tasks such as creation of users and granting access based on manager’s requirements.

Master'S Degree, Information Technology, A+

Bachelor Of Science - Bs, Information Technology, A

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