Ryan Joseph Manikad Email & Phone Number

• Ensure SLA’s are met for consumer raised cases• Assist with resolving and closing consumer raised cases• Monitor any failures on the CTI Integration (Velocity) used with Salesforce• Cleanup Orchestration failures on the side of Velocity• Deploy batch jobs to cleanup Orchestration failures• Team Supervision• Ensure that clients are updated daily during sync up calls

• Provide premiere support assistance to Salesforce clients.• Resolve complex incidents for Salesforce configured solution.• Troubleshooting a variety of technical and non-technical issues customers are having with their CRM application.• Provide user support assistance thru emails and over the phone.• Meet and exceed established Salesforce Service Level Agreement.• Develop automations (workflow rules, process builders, validation rules, assignment rules and APEX triggers)… Show more • Provide premiere support assistance to Salesforce clients.• Resolve complex incidents for Salesforce configured solution.• Troubleshooting a variety of technical and non-technical issues customers are having with their CRM application.• Provide user support assistance thru emails and over the phone.• Meet and exceed established Salesforce Service Level Agreement.• Develop automations (workflow rules, process builders, validation rules, assignment rules and APEX triggers) for Salesforce client. • Provide documentation for Salesforce Administration.• Monitor Salesforce Production and Sandbox environments.• Advanced permissions / user access rights configuration. Show less

Taguig City, Philippines

• Pioneer batch for a new project opened in COGNIZANT (GARD Service Desk)• GARD is a marine insurance company which is based in Norway who also happens to be the 2nd largest marine insurance company in the world.• Provide technical support assistance thru phone, email and chat for GARD end users.• Assigned as POC SME around mid year since the project started.• Handle incident management and Service Request management.• Assist GARD end users with unlocking, re enabling and… Show more • Pioneer batch for a new project opened in COGNIZANT (GARD Service Desk)• GARD is a marine insurance company which is based in Norway who also happens to be the 2nd largest marine insurance company in the world.• Provide technical support assistance thru phone, email and chat for GARD end users.• Assigned as POC SME around mid year since the project started.• Handle incident management and Service Request management.• Assist GARD end users with unlocking, re enabling and reactivating their accounts.• Assist GARD end users with Microsoft Exchange related issues particularly Microsoft Outlook concerns.• Provide assistance for VPN connectivity.• Provide basic assistance for Salesforce issues.• Assist GARD end users in LAN and WLAN connectivity issues.• Ensure that Incident tickets are closed and resolved within an hour after being reported for those which can be handled by Service Desk.• Identify possible outages and properly categorize it’s corresponding Priority (P1, P2, P3 and P4)• Ensure that outages are properly routed to the correct resolving teams.• Handled daily status calls together with all other representatives of each department.• Provide assistance to Citrix issues reported by GARD users. Show less

Pasay City, Philippines

• In house IT Analyst for Xerox Information Management.• Provide technical support assistance thru phone, email and chat for Xerox end users.• Handle incident management and work order management.• Respond to Severity 1 up to Severity 4 tickets thru the AMP Remedy Tool.• Assist Xerox end users with unlocking, re enabling and reactivating their S3 accounts.• Assist Xerox end users with Microsoft Exchange related issues particularly Microsoft Outlook concerns.• Provide… Show more • In house IT Analyst for Xerox Information Management.• Provide technical support assistance thru phone, email and chat for Xerox end users.• Handle incident management and work order management.• Respond to Severity 1 up to Severity 4 tickets thru the AMP Remedy Tool.• Assist Xerox end users with unlocking, re enabling and reactivating their S3 accounts.• Assist Xerox end users with Microsoft Exchange related issues particularly Microsoft Outlook concerns.• Provide assistance to Xerox Blackberry users thru the Blackberry BAS 5 and 10 servers. Add and remove accounts. Enterprise activation. Resending of IT policies.• Provide assistance for VPN connectivity thru Cisco Any Connect.• Assist Xerox end users in LAN and WLAN connectivity issues.• Ensure that Incident tickets are closed and resolved within an hour after being reported. Show less

Pasig City, Philippines

• Responsible for hardware/software problem determination, consultation, configuration, installation, MACD requests (move, add, change, delete), PW resets, consultation requests, rights correction issues, hardware/software rollouts, and problem resolution ownership.• Handles email account creation request, email password reset and troubleshoot email account issues from Microsoft Outlook.• Configuration of Avaya phones, setting up of IP addresses, call server, router server, subnet mask,… Show more • Responsible for hardware/software problem determination, consultation, configuration, installation, MACD requests (move, add, change, delete), PW resets, consultation requests, rights correction issues, hardware/software rollouts, and problem resolution ownership.• Handles email account creation request, email password reset and troubleshoot email account issues from Microsoft Outlook.• Configuration of Avaya phones, setting up of IP addresses, call server, router server, subnet mask, file server and VLAN.• Network support, cabling, infrastructure maintenance, troubleshooting, server and system administration, configuration, installations and back-up.• Installation of UTP Cat5 RJ45 cabling, switches, routers, & Wi-Fi routers.• Installation of operating systems, anti-virus, system drivers, customized application software and system integration.• Provide technical support and troubleshooting of computers, networks and application software.• Respond and coordinate with P1 and P2 issue with Corporate IT from U.S. and providing ticket numbers for the said priority issues.• Responsible of tracking IT assets for the whole site (weekly and monthly tracking, break rate etc.) Data center maintenance, check-up and physical movement.• Onsite technical support for the corporate headquarters• Onsite technical training as needed for employees in the corporate headquarters• Corporate device distribution (Laptops, etc.)• Create technical documentation and user guides• Provide the highest quality in terms of technical customer service to our corporate employees Show less

Pasay City, Philippines

• Provided high – level technical support for hardware technical concerns for Dell customers in US and Canada.• Troubleshoot both basic and advanced support for Windows XP and Vista. • Troubleshoot basic networking issues for wired and wireless connections.• Did floor support assistance.• Did up selling for parts upgrade, desktop / laptop peripherals and warranty extensions. • Provided high – level technical support for hardware technical concerns for Dell customers in… Show more • Provided high – level technical support for hardware technical concerns for Dell customers in US and Canada.• Troubleshoot both basic and advanced support for Windows XP and Vista. • Troubleshoot basic networking issues for wired and wireless connections.• Did floor support assistance.• Did up selling for parts upgrade, desktop / laptop peripherals and warranty extensions. • Provided high – level technical support for hardware technical concerns for Dell customers in Australia and New Zealand.• Troubleshoot both basic and advanced support for all Windows Operating Systems.• Troubleshoot basic networking issues for wired and wireless connections.• RS POC for Dell ANZ.• Handled escalations for Dell ANZ regarding Out of Warranty concerns, wrong orders, wrong specifications on all Dell products, poor services rendered and etc.• Did up selling for parts upgrade, desktop / laptop peripherals, warranty extensions and whole system sales. Show less

Bachelor Of Science - Bs, Computer Engineering

High School Diploma

Education record