Patrick John Mayuga Email & Phone Number

Orange, NSW, AU

Orange, New South Wales, Australia

Manila, National Capital Region, Philippines

• Provided 2nd level support for escalated critical network outages, network problem analysis, troubleshooting and resolution of moderate to complex WAN (Wide Area Network) and LAN (Local Area Network) related issues.
• Performed network installation, configuration, implementation upgrades & performance-related of switches, routers and firewalls.
• Proficient with Network protocols (OSPF, BGP, VLAN, TCP/IP, etc), network security, IPSec and VPN, F5 Load Balancer, Palo Alto Firewall.
• Performed planning and execution of infrastructure Moves, Adds, Changes, and Deletes (IMACDs).
• Deploy, manage and monitor Azure services, including Virtual Machines, Storage, Networking, and Security
• Deploy, manage and monitor AWS cloud infrastructure such as VPCs, Security Groups, EC2s, AWS Load Balancers.

Quezon City, Philippines

• Monitored a wide variety of environments with specific focus on Network devices (Cisco Routers, Cisco Switches, Palo Alto Firewall, F5 Load Balancer), and COLO infrastructure (Physical and Virtual).
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
• Proactive identification and resolution of network issues.
• Managing, monitoring, and maintenance of day-to-day activities, log and document all incidents in ServiceNow and resolve customer problems.
• Performed capacity and resource planning to evaluate existing network systems to recommend resources and maintain or expand as necessary.
• Ensured all changes to infrastructure are documented through Change Management Process.

• Responsibilities are:
• Troubleshooting of T1, MLPPP, NxT1 and Ethernet circuit related issue.
• Testing DS1 circuit, interpreting network alarms and referring ticket to Local carrier for isolation.
• Experienced with basic configuration and access of Cisco routers, Cisco Wireless Controller, Juniper routers and modems and Adtran routers.
• Managing proactive network events, performing initial diagnostics and escalating to higher level technical support groups in order to resolve issues related to managed services.
• Proactively detects anomalies and performance issue impacting managed services and bring problems to resolution.

• Handles critical and special customers for more advanced troubleshooting and efficient resolution to the problem.
• Handles hot tickets, calls and/or issues.
• Accepts supervisory call from Tier1 and provide next course of action.
• Responds timely and accurately to the escalations of the Technical Support Professionals via phone and/or email.
• Reviews chronic and/or intermittent tickets and provides recommendations and next step to resolution.
• Generates and sends daily operations report, by request, to the Account Manager/Supervisor and/or Team Manager.

• Handles customer’s problems arising from various products supported
• Provides first line email and/or chat service. Accepts inbound email messages and chats.
• Follows prescribed problem resolution procedures
• Demonstrates a strong customer service orientation and takes responsibility for follow up to insure customer needs and expectations are satisfied