Xavier Geraldino Email & Phone Number

projects. This includes day-to-day communication with clients; coordination withother client services groups, vendors and partners; and communicating projectmilestones to internal and external stakeholders.• Set up and implement strategy for successful completion of new and on-goingprojects to be delivered on time, on budget and on scope. This includes projectdelivery timelines; effective sample plans; identifying project risks and developingrisk mitigation plans; and managing changes in project scope and providingalternate solutions.• Manage all post-delivery project needs including confirming project close with keystakeholders; preparing invoices; debriefs and creating rebound opportunities; andassuring client satisfaction.• Expand and leverage client relationships through understanding of client objectives;consultation during Sale’s Process; participation in Sale’s calls and meetings; understanding pipeline of existing opportunities and effective investigating and up-selling.

• Communicating with customers via phone or email effectively.• The ability to investigate and troubleshoot issues independently.• Experience of writing/updating procedural and/or support documentation• Ability to manage own time effectively and to be prompt and punctual.• Experience of working effectively within a team and collaborating with others to achieve a goal.• Producing weekly management information reports• Proficient with Office 365, ticket logging tools (ServiceNow, Remedy)• Experience with Microsoft AD, vmWare, Backup Software.

• Accurately log, monitor and track service requests using Service DeskManagement systems. • Investigate, diagnose, resolve or escalate service requests in line with Service LevelAgreements. • Maintain job and call queues in Service Desk and provide regular feedback to clients.• Securely maintain client operational and physical environments in line with corporatesecurity policies, standards and work practices.

Wollongong, Australia

• First point of contact for any service request or incident tickets generated from the IT portal, emails or calls or calls from users.• Complying with the SLA set by the client.• Remote troubleshooting, software deployment via SCCM and problem resolution.• Assigning incidents and requests to the correct support groups.• Publishing and reviewing knowledge base articles.

• Monitor backup and archive jobs across multiple platforms.• Troubleshoot performance problems and propose solutions.• Install, configure, and de-configure backup agents.• Assist Backup Engineer in ongoing maintenance of all equipment for backup environment to include servers, disk libraries, and tape storage devices.• Perform updates of Commvault service packs as they are released from the vendor, and coordinate these through change management process.• Resolves complex technical issues with guidance from engineers.• Troubleshoot servers and systems affecting operations and support functions.• Liaise with vendors, other departments and TeleTech partner to resolve data communication problems. Interact with the client to provide extensive assistance to resolve problems.• Monitor server and network performance and be proactive in resolving possible problems. Responsibility for maintaining an active anti-virus environment and directing re-occurring updates to the virus data files.• Monitor the TeleTech help desk system and respond to all trouble tickets within assigned standards. • Develop and validate stepped installation, maintenance and recovery procedures.• Create, modify, and close Change Management Records. Coordinate software installations between TeleTech partner and call centers.

Taguig City, Philippines

• Working within the Infrastructure Services, Global Operation Center, I am one of the first technical point of contact for any incident tickets generated by our server monitoring systems. • Ensure the tickets are categorized and prioritized accordingly. • Diagnose the issue and resolve it according to pre defined runbooks. Where the incident cannot be resolved in a timely manner, ensure that the ticket gets escalated to the next level of support, and provide accurate details of the steps you took in the incident log. • Asa swift and effective Command Center Support Consultant, identify major service impacting incidents and ensure a timely handover to the Technical Support Teams. • As part of a 24/7 operation, works night shifts as part of a rotation.

Taguig City, Philippines

• Provided support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.• Determined the most effective manner to resolve client's technical issue. • Engaged in research and in-depth troubleshooting to resolve technical issues. • Consulted with full-time staff when necessary.

Taguig City, Philippines

• Resolved Level 1 work orders.• Elevated complex and/or high priority problems to the appropriate support groups for resolution. • Verified that suggested solutions effectively resolved the users' problems through verbal or email follow up. • Worked on HelpDesk related projects as assigned by supervisor.• Monitored and responded quickly and effectively to requests received through the IT helpdesk.• Monitored tickets assigned to the queue and process first-in first-out based on priority.

Ortigas, Pasig City

Business Support Service (BSS) Associate:• Performed data analysis on all results and prepare presentations for clients.• Performed audit on data and resolve business related issues for customer base.• Analyzed reports of data duplicates or other errors to provide ongoing appropriate interdepartmental communication and monthly or daily data reports.ISP Service Desk Specialist:• Resolved support calls and service requests at the first point of contact where possible, otherwise allocate to appropriate support staff and monitor progress.• Assigned users and computers to proper groups in Active Directory• Recorded required customer and problem information in the Ticketing System. Updated tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.

Ortigas, Pasig City

• Organized all consumption anomalies and determine defects for data and prepare appropriate resolutions. • Coordinated with customers and staff and provide support to all data analysis.• Maintained and escalated issues to lead analyst if required.

Ortigas, Pasig City

• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.• Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms.• Coordinated with customers for all hardware and software ordering processes as per customer requests and provided appropriate training to all internal customers.