Ramon Joseph Ponce Email & Phone Number

Taguig, Ncr, Ph

Taguig, National Capital Region, Philippines

Top Technical Competencies➤ Active Directory: Onboarding, Offboarding, and Account modification➤ Microsoft 365 user management & administration, Microsoft BitLocker Administration andMonitoring (MBAM), Workspace ONE Intelligent Hub, Duo Admin, Citrix Director, AmazonConnect, Zoom Admin➤ Ticketing/RMM tools: ServiceNow, GoToAssist, ConnectWise Manage, and ConnectWiseAutomate➤ VPN support: Cisco AnyConnect, Zscaler, & SonicWall (NetExtender)➤ PC/Software… Show more Top Technical Competencies➤ Active Directory: Onboarding, Offboarding, and Account modification➤ Microsoft 365 user management & administration, Microsoft BitLocker Administration andMonitoring (MBAM), Workspace ONE Intelligent Hub, Duo Admin, Citrix Director, AmazonConnect, Zoom Admin➤ Ticketing/RMM tools: ServiceNow, GoToAssist, ConnectWise Manage, and ConnectWiseAutomate➤ VPN support: Cisco AnyConnect, Zscaler, & SonicWall (NetExtender)➤ PC/Software Troubleshooting, Windows10/11, Citrix Workspace, MS Office and ApplicationSupport, Printer Troubleshooting, Desktop Network Troubleshooting, Mobile phonetroubleshooting, Third Party Application Support Show less

Taguig

➤ Collaborates with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.➤ Mentors junior analysts, fostering professional development while enhancing overall team performance.➤ Analyzes data to identify root causes of problems and recommend corrective actions.➤ Provides technical support for troubleshooting analytics and reporting issues.➤ Attends weekly team meetings to enhance product and service knowledge and gain insight… Show more ➤ Collaborates with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.➤ Mentors junior analysts, fostering professional development while enhancing overall team performance.➤ Analyzes data to identify root causes of problems and recommend corrective actions.➤ Provides technical support for troubleshooting analytics and reporting issues.➤ Attends weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. Show less

Taguig, National Capital Region, Philippines

L1 IT Service Desk Engineer for internal & external Centene Corporation employees➤ Knowledgeable in troubleshooting various technologies such as Windows, MS Office 365, MFA, VPN, Citrix, Active Directory and Exchange Admin.➤ Acts as the initial point of contact and provides technical assistance and support to internal associates via phone, email, chat, or other approved communication channels.➤ Ensures timely and accurate resolution of technical issues or service requests… Show more L1 IT Service Desk Engineer for internal & external Centene Corporation employees➤ Knowledgeable in troubleshooting various technologies such as Windows, MS Office 365, MFA, VPN, Citrix, Active Directory and Exchange Admin.➤ Acts as the initial point of contact and provides technical assistance and support to internal associates via phone, email, chat, or other approved communication channels.➤ Ensures timely and accurate resolution of technical issues or service requests related to desktops, laptops, mobile devices, and peripherals, access provisioning & user administration in accordance to defined service level agreements (SLAs).➤ Identify, troubleshoot, and resolve incidents related to the internal customer context. Install, configure, and maintain desktop applications, operating systems, and patches as needed. Show less

Taguig, National Capital Region, Philippines

• Disney Streaming ServicesDisney+ / Hulu / ESPN+ (US/CA/EMEA/APAC) Technical Support Consultant, Tier 1 (Trained for Omni-Channel Support)• Attempt to resolve the defined inquiries while on the softphone and chat.• Escalate not resolvable cases to Tier 2 / Resolutions Specialist (T3), in accordance with the client's escalation procedures.• Billing concerns, membership sign-up, account upgrades, and technical walkthroughs Other Exposures• Acting as SME to my… Show more • Disney Streaming ServicesDisney+ / Hulu / ESPN+ (US/CA/EMEA/APAC) Technical Support Consultant, Tier 1 (Trained for Omni-Channel Support)• Attempt to resolve the defined inquiries while on the softphone and chat.• Escalate not resolvable cases to Tier 2 / Resolutions Specialist (T3), in accordance with the client's escalation procedures.• Billing concerns, membership sign-up, account upgrades, and technical walkthroughs Other Exposures• Acting as SME to my Teammates and other agents needing support• Handled few cases up for Sup Calls / Escalation CallsTools: SalesforceNICE CXOne Show less

Taguig, National Capital Region, Philippines

• Nominated and Awarded as Mythical Retail Associate in adidas PH All-Star Awards Mythical Team for Year 2021• Processed merchandise deliveries quickly and effectively, and constantly replenish merchandising fixtures to ensure the store’s entire product offer is represented on the sales floor.• In charge of (In-Store) e-Commerce and Reverse-logistics (Returns) platform of the brand, ensuring all orders processed and completed within promised fulfillment times on a daily basis.• Took… Show more • Nominated and Awarded as Mythical Retail Associate in adidas PH All-Star Awards Mythical Team for Year 2021• Processed merchandise deliveries quickly and effectively, and constantly replenish merchandising fixtures to ensure the store’s entire product offer is represented on the sales floor.• In charge of (In-Store) e-Commerce and Reverse-logistics (Returns) platform of the brand, ensuring all orders processed and completed within promised fulfillment times on a daily basis.• Took customer orders via Viber Store of adidas for 2+ years and achieved assigned targets.• Executed and maintain established Visual Merchandising and In-Store Communication standards. Show less

Mandaluyong, National Capital Region, Philippines

Stock Management

Manila, National Capital Region, Philippines