Wesley Tuya Email & Phone Number

Newcastle, NSW, AU

Newcastle, Australia

• Managed IT ServicesCurrent Role:
• Incident Management
• Service Request Management
• Change Management
• Event Management
• Problem Management

Bonifacio Global City, Taguig

• Works closely with N-able Partners in order to Develop and Implement a monitoring and management solution based on the Partners Service Offerings and Requirements
• Offers Design and Configuration Best Practices to N-able Partners when deploying N-central
• Answers 'How-To' and Configuration questions regarding all aspects of the platform
• Problems Identification and Resolution during deployment
• Documents Partner Issues and Resolutions - KB Articles
• Triages Support Incidents and Escalate to second line as required

Makati City

• Managed IT Services
• Workstation support and maintenance for a set number of workstations using Kaseya
• Server maintenance via remote connection using Kaseya (Windows Server 2003/2008/2012)
• Server maintenance via VMWare VSphere
• Antivirus installation/uninstallation/maintenance using Kaseya
• User account creation and management using Active Directory

Taguig City

• Second Level support for Lotus Notes incidents and requests
• IP address administration via QIP
• Hardware monitoring via HP SIM

Taguig City

• Acts as the Single Point of Contact (SPOC) for all IT issues (incl. Applications).
• Performs basic services such as password resets and unlocking of accounts via Active Directory/AST, SAP, and Lotus Notes.
• Supports requests and resolving incidents related to Lotus Notes Client and Sametime, including Resource Mailboxes and Distribution Lists.
• Supports requests and resolving incidents related to Network connectivity, VPN Services, File Services and Print Services.

Quezon City

• Performs technical and process training for new hires.
• Performs training for process updates and refreshers
• Proactively seeks areas that need improvement to enhance service support within the Service Desk. Identify preventive and proactive solutions.
• Evaluates if all training materials, plans and curriculum are up-to-date and aligned with the processes currently used in Operations.
• Creates core standards and competency testing for agents and new hire trainees.
• Ensures that training is conducted in a conducive learning environment.

Quezon City

• Provides floor support for Agents regarding process-oriented or technical-related issues.
• Reviewes tickets of the Service Desk before routing to relevant support groups.
• Processes escalation requests and incidents from the Operations Mangers and/or Service Delivery Managers.
• Raises process-related issues to Process Analysts.
• Cascades pertinent information in order to aid the front-liners in dealing with end user issues.
• Processes aged tickets.

Quezon City

• Single Point of Contact dealing with all end user issues (incidents, requests, complaints, etc.) via Phone/E-mail and processing them within the defined Service Level Agreement.
• Performs basic services such as password reset and unlocking of accounts via Active Directory.
• Supports and resolves incidents related to Personal Mailbox (setting up of profiles via Outlook, troubleshooting Outlook-related incidents), including Resource Mailboxes and Distribution Lists and also, mobile E-mail.
• Supports requests and resolving incidents related to Network connectivity, VPN Services, File Services, Print Services and virtual meetings via WebEx.

Cainta, Rizal

• Charter High Speed Internet
• Troubleshoots and verifies the internet connectivity of a personal computer.
• Assists in performing a complete power cycle of a network device (modem, router, hub, and switch).
• Modem registration and provisioning.
• Supports Charter E-mail (creating e-mail accounts and setting up via Outlook and Outlook Express, password resetting, and interpreting of error messages).
• Assists in online account registration/setup as well as up-selling of Charter products, services and Charter-provided software.

Bachelor Of Science (Bs), Nursing

Secondary Education

High School

Primary Education

Grade School