Patrick Wayne Ferrera Email & Phone Number

Netherlands

- Responsible for delivering exceptional technical support services to Fortinet customers, partners, and distributors worldwide, spanning AMER, EMEA, and APAC regions.- Provides analysis, technical investigation, and resolution of our customer's reported problems involving the following products: FortiGate, FortiAnalyzer, and FortiManager.- Conduct real-time troubleshooting sessions with our customers through inbound calls or outbound calls.- Troubleshooting Skills involve the following fields: Firewall Policy, IPSec VPN, SSL VPN, SD-WAN, DNS, Proxy, Web Certificates, High-Availability, FortiGuard, Web Protection, Antivirus- Collect logs, and configuration files from customers to perform deep analysis to identify the cause of their issues.- Analyze and investigate issues through debugging and packet captures to identify the cause of their reported problems.- Performs lab replication using the customer's network diagram to observe, analyze, and experiment with the network setup to provide resolution with the customer,

Metro Manila

- Oversees daily operations by monitoring & managing ticket queues, project involvements, change activities & manpower allocation of the team.- Serves as a Point of Contact for Major Incident (MI) & High Priority Issues (HPI) which involves Network concerns.- Coordinates with Team Manager on performing decision-making scenarios & incident analysis- Collaborates with our Level 2 & Level 3 Support on discussing recurring issues to come up with a preventive solution- Performs day-to-day tasks via ServiceNOW on handling tickets for incidents, problem management, and knowledgebase management.- Troubleshoots Layer 1, 2, & 3 issues via Cisco Meraki Dashboard for SD-WAN Network.- Manages and reviews the Knowledgebase Documents of the team.- Studies and observes incidents which has recurring pattern for Problem Management.- Assesses the impact, urgency, and work plan of Change Activities prior to approval.

Bonifacio Global City, Taguig City

- Daily monitors the network connection of Safeway Network Infrastructure including Layer 3 and Layer 2 Network Devices (Cisco, Checkpoint, Citrix, Nexus, Netcool)- Implements Network Infrastructure Build Projects (RISE Project) involving port-channels and stack-switching.- Troubleshoot issues for Layer 3 and Layer 2 Network in Safeway grocery stores, distribution offices, warehouse, and backstage offices.- Monitor and manage virtual servers from load-balancer (Citrix).- Monitor and configure Cisco Wireless Network (Cisco Controller and Cisco Prime Infrastructure) to ensure wireless connection for Safeway grocery stores.

- Serves as a backup escalation contact for high priority issues.- Trains new hire for Knowledge Transfer- Troubleshoots network outage for restoration. (P1 issues)- Troubleshoot a vast of network problems such as slow connectivity, intermittent connection and others using Solarwinds and Appneta.- Troubleshoot a wide variety of fault issues such as Site to Site VPN issues, VOIP network, printer/scanner, and Regus TV issues.- Works with 3rd party vendor for network related issue on the 3rd party device.- Works with onsite tech to troubleshoot network related issues.- Configure Cisco Catalyst 2960, 3560, and Cisco Router 2900 series.- Configure Clavister SG60 and E70 Firewall.- Troubleshoots wireless connection problems for the centre such as Cisco Meraki and Cisco Wireless Controller.- Configure and troubleshoot issues via Firewall ACL such as allowing/permitting and denying traffics for client's network- In depth Layer 1 to Layer 3 troubleshooting for in-house clients via Cisco Catalyst, Clavister Firewall.- Handles outbound and inbound calls altogether for troubleshooting client's internet problems.

- Focused on providing network for on-boarding clients inluding VLAN provisioning via IPv4 Address, Network Address Translation (NAT), and bandwidth allocation.- Handle outbound calls to centre teams for troubleshooting or information gathering.- Provides Layer 1 to Layer 3 Network Troubleshooting to clients such as VTP, Firewall ACL, VLAN checking.- Handles ACL rules in the Clavister Firewall for allowing or denying traffics in the network for the client's VLAN.

Sampaloc, Manila

- Provides 1st level of support for in-house clients for their computer issues.- Troubleshoot hardware and software issues for in-house clients.- Manage workload via ticketing system

- Provides 1st level of support for in-house clients for their computer issues.- Troubleshoot hardware and software issues for in-house clients.- Handles the installation of OS, drivers, and reformatting of computers.- Handles the inventory storage of computers, software drivers, and other tools used by the in-house clients.- Observes the network infrastructure of the company building with the assistance of the OJT Adviser.

Bachelor’S Degree, Information Technology

Activities and Societies: Class Treasurer of 2ITC (2010-2011) Class Vice President of 4ITE (2011-2012) Member of Society of Information.

High School

Activities and Societies: Member of Don Bosco Tarlac Greywolves Volleyball Varsity Team (2007-2008) Member of Savio Friends Club

High School/Secondary Diplomas And Certificates

Activities and Societies: Participant of Tapsayawit Balagtasan Competition (2005)