* Windows Server patching using SCCM* Workstation Patching using SCCM* Server Provisioning using VMware* DNS Creation* Attend Pre-patching meeting to strategized patching of servers and know the behavior of the update* Attend Post-patching meeting to resolved issues that were encountered during the actual patching/update of servers* Coordinate to onsite support if servers did not come back online during the patching window.

• First line of contact for any IT related issues of users and stores in New Zealand, Australia, Singapore and Philippines • Logs all emails and calls on a ticketing system. Resolved issues accordingly and escalate to proper team if needed.• Daily and weekly ticket report generation and analysis.• Created cheat sheets on issues being experienced since the project is a start up.• Doing Password reset and account unlocks in SAP.• Active Directory administration• Network Printer troubleshooting • Office 365 support• MDM support: Intune and Mobileiron* Remote Connection support using Teamviewer, Skype for Business, Dameware and Bomgar• Cisco Anyconnect VPN support• McAfee Endpoint Encryption and Symantec Encryption PGP Administration• Cisco IronPort E-mail Security• Solarwinds Alert Monitoring

• First line of contact for any company websites issues (www.pcm.com, www.macmall.com and bd.pcm.com) • Fix websites issues from: website is down, price not updated, image replication and site performance.Escalate issues to the proper team if needed.• Daily health monitoring of web servers using Nagios and F5.• Analyze error logs from Splunk• Check Cybersource history for online credit card payment.• Run SQL queries on Database Servers to get order history, login details and customer details to be use in problem investigation

• First line of contact for Services on Consulting, Professional, Lifecycle & Managed IT Services Offering (Cloud Computing, Asset Disposal/Tagging, Disaster Recovery, Consulting, Virtualization, Outsourced/ Remote Managed Service, Staff Augmentation, Hosted Exchange, etc.) • Answer and monitor escalation on services perspective.• Provides technical guidance to pre-sales personnel • Coordinates closely with internal sales, sales support, project managers, L3 and other services resources to align solution with customers’ business requirements in the services pre-sales capacity.

• Rebuild of Laptop and Desktop• Ensuring all Computers meet the standard company softwares• Profile Setup• VLAN Conversion• Training Room Setup

• Monitors ticket forwarded by the Help Desk to the Desktop Team• Desktop and Laptop imaging using a WDS Server• Desktop, Laptop and VOIP allocation for employees.• Lan and VOIPPort Patching• Programs and application installation and setup• Asset Inventory• Laptop and Desktop Deployment• Video Conference Setup

• Provide prompt and courteous service to customers during calls and emails.• Monitor life cycle of incident tickets.• MS Outlook 2003, Exchange Server, Active Directory, File and Print Sharing, FTP troubleshooting and repair• MS Office and Internal Company Applications troubleshooting and repair

• Perform advanced software repair and installations on customer computers by troubleshooting via remote service tools.• Virus and Malware removal remotely using Logme-In• Remote Windows Repair

• Answer calls and address the customer's technical support needs and route accordingly.• Provide first-level technical support on operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.• Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.• Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.• Log customer contacts.• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.• Complete required product training modules on time to remain competent of current technology offerings.• Identify and provide input on unique or recurring customer problems.

• Troubleshooting and repair of board loader, unloader and oven.• Setup, calibration and preventive maintenance of the above machines.• Creates and implements projects for performance improvement machines.