Nel Dignos Email & Phone Number

Work with Service Delivery Manager, Account managers, and Project Manager to develop team goals and delegate tasks to the appropriate team member.Maintained project documentation and escalate issues to Project manager or customer in a timely fashion. Responsible for managing the scope of work and ensuring constant productivity of the Project Team.Conducted weekly Operation meetings with clearly defined goals and clear communication.Ensured performance evaluations of associates; ensures their ability to safely operate equipment.Lead the Team of Technical Support & System administrator.Managing the Vm Ware Workspace one.

Mandaluyong, National Capital Region, Philippines

Directly reporting AVP of ITPrepare Weekly, Monthly and Quarterly report for Helpdesk operation, infrastructureperformance and Project completion/updates.Incident Management.Performs Incident Management functions during outages by utilizing the technicalsupport engineer and system administrator work closely with ISG and externalservice providers. Sending advisory /Communicate issues and incidents to all levels of organization asrequired. Monitor all issue’s and recommend solution.Directed, motivate and supervised team of Technical Group in supporting 700users. Provide Training totheNewJunior Technical Engineer.Maintain records containing information regarding licenses, warranties and serviceagreements for the company IT hardware assets.Aggregates materials and issues bid or quote request with vendors. Review and select best vendor proposal or bid based on price or value. Conducts negotiationswithvendors toimprovepricing,asneeded. Proactively manage the RFM Laptop, Desktop and Network Switch inventory.Supervise the Team of Technical support and systemadministrators. Maintaining and troubleshooting the exchange server 2013 (account creation, monitoring of que email and backup of DB). Maintaining and Troubleshoot Fortinet 310b (give & revokei nternet access rights,createpolicy & Backupthe config.)Maintaining the AV server (Deployment of updates). Maintaining andbasic troubleshooting of networkdevices and Telcomodems. Ensure all servers and network are up 24/7. Ensuring all databack-ups are up to date. Provide technical support andhandle escalation. Ensure all incidents ticket are being attend and close within SLA.

Mandaluyong, National Capital Region, Philippines

Project Deployment:Techmahindra Phil. / Globe Telecom . Duties and Responsibilities:Managing Client Issue’s related to the Project.Working with the client closely to set priorities and roadmaps.Identifying key project risks, whether stated or not and managing them to resolution or escalating them accordingly.Supervise the team of Command Center in monitoring the servers. Supervise service desk agents to support 24/7 operation.Performs Monitoring of Critical application/services and IT Infrastructure. Performs broadcast, escalation and incident ticket creation on exceptions detected.Provides support to the other groups and deliver real time and historical reports for the system/services.Knowledge on Service Management System (Remedy, Otrs and Noc-i) Service Desk Operation.Provide training to junior technical engineer.

Alabang

Lead the Team of Helpdesk and Technical in technology and support operation encompassing 1,000+ workstation Computers, Smart phones and network.Identify process improvement opportunities and recommend solutions. Responsible for escalation and sending IT Advisory e.g. (Email shutdown, Server Problem etc)Prepare and present Weekly, Monthly HelpdeskOperation Review Receives and processes tickets for VIP user’sEnsures that cases are being attended within SLAProvides support and troubleshooting on computers, printers and smartphones both on company production and office area.Works with vendor personnel to identify and solve all vendor hardware and software problems.

Mandaluyong, National Capital Region, Philippines

Preparing daily workloads for staff & co-ordinating the daily allocation of work.Motivating the team to achieve high standards and KPI targets.Handling new client inquiries and acting as the face of the business Dealing with and resolving problems and issues which arise Implementing new initiativesPraise team members and creates a positive working environment Ensuring all administrative and IT records are entered and updated correctlyProviding prompt and accurate information on individual performance.