Manage and monitor all installed systems, application, and Infrastructure Configure test and maintain operation system, application software and system management tools Maintains file servers and application servers Oversees the development of customized software regarding to installation of the new or upgrade of the application. Assist and coordinate to various teams testing and evaluating recent software updates and OS Update. Administer access management related to servers, databases, and shared files. Resolve Security vulnerability issues. Plans and implement system automation as request for better efficiency Troubleshooting and resolving some technical issues and provide investigation to Senior System Engineers.

Incident Manager role- Acts as the point of contact for all Major Incidents- Drives the triaging, coordination, troubleshooting and resolution of major IT incidents.- Actively manage a troubleshooting bridge with application owners, business stakeholders and vendors. - Drive the issue to resolution. Send out timely stakeholder communications.Application Support Analyst role-Resolves 1st and 2nd Level technical support issues reported by end users and solves complex problems while working within standard operating procedures and policies.- Automate and improve processes to increase efficiency and resolve regular operations issues- Document resolutions, create self-help guides and identify feature improvements on our applications to improve customer experience.- Maintain and troubleshoot Microsoft related technologies such as Active Directory, Exchange, Office 365, SQL, Windows 7/8/10.Remote access implementation and support: CitrixInterface with appropriate technical personnel, including Vendor support

Provide Technical Support to Customers on 24/7 availability - International Call Taking Handle issues related to Customer Technical issues ranging from Simple PC Related problems to application related issues.Basic ticketing of all types of issues using appropriate CRM ToolsetGlobally monitor, triage and escalate all system problems.Assist with other computer operations activities as required.Provide support to remote users (using Remote Connectivity Tools)(Working) Knowledge of Incident Management and Problem Management Tools.Account Creation/Unlock/Deletion using AD Tool

Responsible for meeting deliverable requirements/service level, meet budget and scheduling requirements. Expert in navigational tools of all the applications needed in the process, observe SLA’s and performance measurements assigned, support functional lead in management of functional groups, work with management to create and maintain work plans, coaches unexperienced team members and provide first level advice in procedure/method.Contributions:• Analyze daily work completion adjusting to meet deliverables and take appropriate action to manage risks.• Monitor capacity, performance and updating volume trends while being cognizant of service objectives.• Handles and process Voice Over Internet Protocol (VOIP) orders for Verizon US ( Verizon Enterprise Solutions )• Monitors, update and reports to onshore managers on handled projects.• Communicates with clients/customers for any updates, resolutions and for meeting deliverable requirements.

- Responsible for technical support in various clients and meets the Service Level Agreement (SLA) (one hour travel time and two-three hours technical support)- Technical Support includes PC setup, reformat, back up, repair, printer setup, printer repair, printer sharing, and setup Microsoft Outlook, back up and restore Microsoft Outlook (.pst file)- Backup support in every client store (POS backup)- Cash/Check collection in every clients and delivery of items purchased in Avasia.-Performs inspection on the machine (Desktop, Monitor, UPS, and Printer) and deliver a status reports. - Technical support associate in a bank call center (PC call center setup and technical support in agents) one of our clients. -Accurate tracking and documentation of inventory for every merchandise or supplies delivered and deployment in every floor.-Lead in command center for migration from an HSBC call center company to a Capital One call center company. Thus, it includes hardware deployment and software troubleshooting.-Provide reports/updates on a conference call prior to migration.- Software configurations. (Avaya IP Agent, NICE and CMS Supervisors)-Ensure the tickets in ticketing system (HP Service Manager - HPSM) are met as per Service Level Agreement (SLA) and provide complete detailed solutions.

Responsible for core fabrication of online and offline documents- Follows product specifications of clients- Proofreads documents according to set standards and specifications- Performs content editing tasks- Provided Content Analysis in New Document & Agency Documents Processing for LexisNexis. - Communicating the client through Microsoft Outlook for further research.April – May 2007

Lot 3&5, Block 22 Phase IV, Cavite Economic Zone, Rosario, Cavite4106, Philippines