Vincent Espiritu Email & Phone Number

Abu Dhabi Emirate, United Arab Emirates

Administers day-to-day support for over 500 traders and financial experts using a cloud-based Microsoft Managed Device (MMD) enrolled in Azure and Intune services.• Oversees the company's Microsoft 365 services via Azure Active Directory and Microsoft Intune• Conducts software patching and deployment using SCCM for a limited number of on-premises devices.• Manages Windows Virtual Device (WVD) through Nerdio Manager.• Possesses technical expertise in financial applications like Bloomberg, SimCorp Dimension, and FlexTrade.• Provides assistance to employees in registering their mobile devices with Microsoft Authenticator.• Develops Knowledge Base articles (KBs) and Standard Operating Procedures (SOPs) for end users and IT management.

Dubai, United Arab Emirates

Provided comprehensive support to over a thousand employees at Flydubai Campus, resolving a wide range of technical issues on Mac, Windows, and mobile devices. Assisted staff from Airport Terminals, Logistics, Pilots, and Cabin Crew with both hardware and software concerns.• Proficiently handled new user account setup using ManageEngine and Office 365.• Ensured smooth staff offboarding by following established protocols to disable all system access.• Managed user accounts with Microsoft Endpoint Manager.• Oversaw Shared mailboxes and Distribution List using Exchange Admin Center.• Regularly presented comprehensive weekly reports on targets and statistics to senior management.• Assisted employees in MFA enrollment and management via Microsoft Intune.• Successfully completed Intermediate Microsoft Excel training.

Dubai, United Arab Emirates

Provided desk side support for over 300 Dubai World Central employees in Jebel Al, Dubai. Addressing their daily software, hardware, and network concerns.• Responsible for imaging and provisioning desktops and laptops across the company network using the Ivanti system.• Office 365 administration, troubleshooting, and end-user support.• Ensured optimal performance of computer hardware and software systems by conducting monitoring with Nexthink during production.• Regularly inspected meeting rooms to verify the functionality of media and communication devices, such as ClickShare, Avaya, and Wi-Fi, for Guests, Board Members, staff, and VIPs.• Successfully negotiated with third-party vendors for purchasing hardware and software products, along with arranging after-sales support.• Organized the cabling of server rooms, including label tags and proper routing.• Conducted periodic assessments of server rooms, ensuring optimal room temperature, cleanliness, and properly lined up and tagged cables and wires.• Utilized HP Ysoft Admin for efficient printer installation and management.• Assisted staff by enrolling them in Microsoft Intune as part of the organization's MDM policy.

Philippines

The Global Service Desk (GSD) delivers front-line support for various IT processes and services to meet the specific and unique needs of our business entities.• Responds to incoming calls and emails, managing all interactions through the ServiceNow console.• Ensures timely resolution of problems, escalating unresolved issues to tier 2 and other support teams as needed.• Proficiently handles mailbox and email distribution list access modifications using Microsoft Exchange.• Collaborates with support teams to assist client stakeholders, troubleshoot, and resolve technical issues effectively.• Expertly monitors, views, and troubleshoots virtual machines through Citrix XenApp and XenDesktop administration client.• Utilizes Symantec Endpoint Protection Management for remote scanning of machines to detect and address potential threats.

Philippines

Managed end-to-end incident lifecycle and ensured timely resolution of user-reported incidents and requests in compliance with ITIL guidelines and agreed Service Level Agreements (SLAs).• Implemented Major Incident Management protocols, establishing technical bridges between support teams and product vendors during outages.• Delegated tasks to internal Service Desk staff and coordinated with external service providers when necessary.• Demonstrated a commitment to meeting service expectation thresholds by taking ownership of aging tickets, documenting crucial information, escalating concerns, and efficiently closing tickets.• Actively contributed to process improvement by reporting identified Service Desk process gaps to the continuous improvement team.

Philippines

Acted as the primary liaison for Atos employees globally, offering technical expertise and support through phone, email, and chat. Assisted other service desk members in resolving complex incidents, leveraging in-depth knowledge and experience in the following areas: [list the relevant expertise.• Proficient in user account management, including password resets using Active Directory.• Skilled in providing remote desktop assistance via VNC or RDP.• Experienced in supporting various mobile devices, including iPhone, Blackberry, and Android smartphones.• Familiar with networking principles.• Demonstrated expertise in incident management, handling incidents while meeting business expectations and ensuring effective communication.• Successfully managed aged tickets submitted by Atos employees worldwide through call, email, and chat.

Philippines

Responsible for providing first line voice technical and customer service for DSL subscribers in the United States (Verizon DSL). Ensures quality and accuracy in all phone and ticket transactions. Properly escalates issues that are irresolvable and not available on the knowledge base.• Maintained 76% FCR (First Call Resolution) where target is 65%• Consistent QA passer• Understands home based internet connectivity.• Help the team with action plans that would achieve the target in AHT (Average Handle Time).• Understands the principles of home based internet connection.• Member of dispatch team which coordinates to Verizon onsite technician and make sure that escalations from the first level are proper and correct.