Paul Michael E. Email & Phone Number

London, Ontario, Canada

Peer Tutoring is students helping students by providing virtual academic assistance with course or subject-specific material.• Provided supplemental technical knowledge to students through one-on-one mentoring sessions covering diverse technical courses.• Applied tailored study approaches to enrich students' learning experiences through strong interpersonal and excellent communication skills.

Davao, Davao Region, Philippines

• Ensured reliability and availability of Windows and Linux servers and workstations in the environment through regular patching and updates. • Maintained data integrity and security through regular backup procedures and implementation of disaster recovery planning. • Efficiently managed users and network resources with Active Directory.• Effectively applied restrictions and policies using Group Policy.• Provided reliable installation and troubleshooting of server and workstation hardware.• Utilized scripts (Powershell, Bash) for basic automation tasks• Diligently kept track of equipment and hardware through reliable IT asset management practices

Davao, Davao Region, Philippines

• Conducted PC hardware and software diagnostics and troubleshooting remotely or in-person.• Configured and maintained home networks and SOHO environments.• Utilized virtualization as a possible solution for maximizing hardware capacity at a budget.

Mandaluyong, National Capital Region, Philippines

• Successfully managed effective allocation various shared network resources• Remote management of servers and networking devices for monitoring and non-priority tasks.• Participated in planning and implementation of policies and guidelines regarding business continuity, disaster recovery, and cybersecurity. ITIL v3 Compliant.• Lowered call volume and reduced escalations through consistent mentoring and coaching to L1 and L2 staff, as well as consistently creating and updating procedures as needed.

Pasig, National Capital Region, Philippines

• Resolved escalations from Tier 1 Helpdesk Associates by applying advanced troubleshooting methods in a customer-facing role via telephone, video, chat, and email support.• Participated in improving team members first-issue resolution by consistently documenting solutions to issues and updating the internal Knowledge Base• Efficiently managed users and network resources with Active Directory• Assisted the in-house network team in changing VLANs, enabling/disabling ports, and submitting network diagnostics/results to be analyzed by the network administrators.

Quezon City, National Capital Region, Philippines

• Resolved clients’ technical issues through by providing reliable diagnostics, troubleshooting, resolution, documentation, or escalation, following IT policies and procedures. • Fostered teamwork and collaboration by functioning as an intermediary between specialized IT teams.• Ensured all issues are properly logged and handled via the in-house ticketing system.

Makati, National Capital Region, Philippines

First-level support for Palm smartphones and PDAs, catering North American customers.

San Francisco Bay Area

Bangkok, Bangkok City, Thailand

Pasig, National Capital Region, Philippines

First-level technical support for Sony VAIO line of laptops and desktops, for customers based in North America.