Randy Vitangcol Email & Phone Number

California, United States

Los Angeles, California, United States

• Learn and implement approved IT policies, processes, and procedures• Log all incidents and service requests in the Service Management system• Triage and resolve support requests coming to IT via phone, e-mail, and self-service portal• Escalate incidents and requests following escalation and notification procedures• Collaborate with team members in other regional and international offices• Create and use Knowledgebase to investigate, diagnose and resolve incidents• Meet Service Level Agreements and Continuous Improvement objectives• Research and recommend IT hardware and software for purchase• Administrate accounts and access rights for all org-wide applications

Los Angeles, California, United States

•Build a deep technical understanding to improve my Varnish expertise to deliver excellent technical support.•Solving customer problems by researching and identifying solutions via troubleshooting.•Create and update technical documentation.•Be the voice of the customer internally.

Marina Del Rey, Ca

•Drive and maintain high client satisfaction with TeleSign clients.•Address and resolve support issues by providing timely feedback and internal escalation as appropriate.•Manage cross-functional TeleSign project teams, which could consist of development, operations, and support staff.•Maintain functional and technical knowledge of all TeleSign product offerings.•Proactively monitor assigned clients’ activity against forecast/historical trends.•Identify revenue/upsell opportunities with the client through continuous improvement of services and thorough understanding of client’s business and goals.•Maintain knowledge of industry and TeleSign product offerings in order to effectively support clients.•Work on assigned special projects, as appropriate.

Playa Vista

•Ability to creatively solve complex technical issues and customer needs involving multiple stakeholders.•Hands On; Provide support to premier customers for Content Delivery and Web Streaming solutions.• Provide technical expertise and address technical questions relating to CDN Caching and Streaming solutions.• Act as the customer advocate; Responsible for assisting internal support teams from new service configurations to service issues.• Support internal teams with RFP’s and other commercial requirements.•Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers.• Communicate technical processes and implementation details to internal and external teams.• Communicate ongoing account and project status with internal stakeholders including senior management.

• Serve as primary responder for all server issues and customer complaints, monitoring the progress of events and supplying the client, partner or vendor with updates• Monitor all of the global EdgeCast servers, applications, network devices and connections along with customer traffic, using specific custom built tools• Work with the systems and network administration teams to resolve complex issues within specific service level agreement times• Work directly with EdgeCast customers to resolve technical issues and questions• Perform basic systems troubleshooting and management, coordinate with appropriate EdgeCast teams when necessary• Provide thorough research of customer-facing issues and provide report to escalation teams prior to escalation• Update customers regularly on ongoing trouble tickets and provide full report of issues• Continue to learn and update internal knowledge base of new support solutions

• Serve as primary responder for all server issues and customer complaints, monitoring the progress of events and supplying the client, partner or vendor with updates• Monitor all of the global EdgeCast servers, applications, network devices and connections along with customer traffic, using specific custom built tools• Work with the systems and network administration teams to resolve complex issues within specific service level agreement times• Work directly with EdgeCast customers to resolve technical issues and questions• Perform basic systems troubleshooting and management, coordinate with appropriate EdgeCast teams when necessary• Provide thorough research of customer-facing issues and provide report to escalation teams prior to escalation• Update customers regularly on ongoing trouble tickets and provide full report of issues• Continue to learn and update internal knowledge base of new support solutions

• Assisting users with hardware, email, network, and troubleshooting• Performing backups and restores, maintaining tape library and database• Monitoring disk usage and entire studio computer network

Assist in daily activities under my supervisor as well as any clerical work that needs to be completed.

Informing customers about sales and promotions, completing sales at the cash register, and maintenance of the store.

California State University Northridge

• Assisting and guiding students and faculty with high quality service• Managing and maintaining textbooks• Accomplishing daily assignments