Patrick Ocampo Email & Phone Number

Sydney, Nsw, Au

Greater Sydney Area

Macquarie Park, New South Wales, Australia

Sydney, Australia

• Assist in developing and implementing of deployment plans.• Work with QA and SOE teams to deploy and troubleshoot the system applications• Develop deployment support documentations for customers• Analyze and troubleshoot deployment issues in a timely manner• Act as primary user contact for deployment related inquiries and issues• Active Directory management.• Continuous improvement for key business IT practices.• Updating Knowledge Based Articles (KBA) to be relevant always.

Sydney, Australia

Tech Support

Belrose, New South Wales

• Managing server alarms (backups and Live database servers) through Spectrum, Nagios, Solarwinds, Megamon, XAMIN alerts• Providing 1st to 2nd level Support and administration to clients via phone.• Active Directory management.• Continuous improvement for key business IT practices.• Updating Knowledge Based Articles (KBA) to be relevant always.• Point of escalation for potential High to Critical incidents reported by users via the Service Desk number.• Aiding in training and up skilling of junior Service Desk Analyst.• Team Lead understudy (2IC role)• Monitoring of Network Spectrum for internal & client networks.• Incident Management

Supporting and Administering Intraceptives internal networks and computing systems;Managing VMWare backups i.e. PHDs, XEN, VEMBU, etc. for customers.Supporting and administering computing systems, networks and users of Intraceptives customers. o On a customers site;o Over the phone;o Via a remote access connection;o Or a combination of all methods above;Configure, assemble, and install software and hardware in various computing systems as required for customer solutionsDeveloping key growth initiatives in relation to existing and new customers to be developed in consultation with staff and management; Documenting internal and customer systemsAid in the design, creation and management of additional tools and services to provide a better service to Intraceptives and its customers.Aid in the training and management of junior staff members;Aid in developing new policy and procedures to improve internal operation.Dealing with suppliers, ordering parts and services, and managing inventory.Doing any clerical work associated with customer and supplier interactions.

• Managing service and support requests using XOS (Xerox Office Services software), and OPCO service applications to meet client specific contractual requirements.• Assisting clients with account and invoice enquiries.• Administering and coordinating Fleet Move, Add, Change, Delete requests.• Investigating and resolving internal and external escalations.• Coordinating end-of-month meter reading, including collection and input of manual meters.• Implementing and reviewing procedures / processes to ensure service levels are met and customer expectations exceeded.• Providing support to the Office Services Managers and Executives and FXGS (Fuji Xerox Global Services) Contract Services Managers to ensure that contractual obligations are met.• Working closely with the XOS administrators and Manager of Office Services Operations to ensure the successful operation of the Office Services Centre.• Collecting and collating data for reporting purposes.• Supporting the FXGS and Priority Services Team.• Supporting customer via telephone.

Escalation point for more complex to advanced issues for calls coming to the centre either computer issues or connection wise.Part time training newly inducted reps as well into learning the ins and outs of the business group.Leading projects for continuous improvements for the centre and customer service. Have also been a part time part of a specialised team that deals with complex network issues to sensitive stuff and liaison with tier 3 support.Tasks include basic/intermediate management of DSLAMs through 5620, AWS, 5530, Nokia craft, SPM, etc.

Provisioning for mobile dealers on CDMA and the new WCDMA network (XT network).Mobile internet trouble shooting for mobile network faults.Proficiency on M-net/M-net2, Bubble tool, tooltime, iDa, iPro & DSM.

Ccna, Comptia, Network +, Cisco Systems

Ab Industrial Psychology, Human Resources Management/Personnel Administration, General

Activities and Societies: Angelite, HAU Campus Newspaper