Conrado "Yong" Culaton, Jr Email & Phone Number

Philippines

IT Service Desk Senior Manager

• Technical Support Resource Analysis – Identifying the knowledge and expertise required to manage and operate the IT infrastructure and to deliver IT services. This includes the identification/calculation of personnel headcount requirements to efficiently deliver the IT services that are being handed over into IT Operations Center (ITOC).• Skills Documentation and Development – Documentation of existing skills in the organization, as well as those skills that need to be developed. Initiates training programs, keeping of training records for all technical resources, design and delivery of training for users, the Service Desk (ITSC), and other groups.• Project Involvement – Close interaction/collaboration with the Service Introduction Management (SIM) and Project Management teams not only during Service Design and Transition, but also for Continual Service Improvement. This includes involvement in risk assessment, identification of critical services and system dependencies, designing and performing tests for the functionality, performance and manageability of IT services.• Involvement in Service Level and Operational Level Agreement Definitions – Contributes to SLA/OLA discussions/definitions with department representatives/counterparts in regards to all tasks that are being handed over into ITOC.• Knowledge Transfer and Technical Documentation Management Skills – All Handover personnel in the Operations Support Team (OST) are expected to initiate, lead, and ensure that all knowledge transfer activities are carried out effectively, and that all necessary documentations (e.g., technical manuals and work instructions) are created, filed and updated for purpose of providing reliable reference to ITOC.

Makati, Philippines

• Technical Support Resource Analysis – Identifying the knowledge and expertise required to manage and operate the IT infrastructure and to deliver IT services. This includes the identification/calculation of personnel headcount requirements to efficiently deliver the IT services that are being handed over into IT Operations Center (ITOC).• Skills Documentation and Development – Documentation of existing skills in the organization, as well as those skills that need to be developed. Initiates training programs, keeping of training records for all technical resources, design and delivery of training for users, the Service Desk (ITSC), and other groups.• Project Involvement – Close interaction/collaboration with the Service Introduction Management (SIM) and Project Management teams not only during Service Design and Transition, but also for Continual Service Improvement. This includes involvement in risk assessment, identification of critical services and system dependencies, designing and performing tests for the functionality, performance and manageability of IT services.• Involvement in Service Level and Operational Level Agreement Definitions – Contributes to SLA/OLA discussions/definitions with department representatives/counterparts in regards to all tasks that are being handed over into ITOC.• Knowledge Transfer and Technical Documentation Management Skills – All Handover personnel in the Operations Support Team (OST) are expected to initiate, lead, and ensure that all knowledge transfer activities are carried out effectively, and that all necessary documentations (e.g., technical manuals and work instructions) are created, filed and updated for purpose of providing reliable reference to ITOC.

Makati, Philippines

• Situation Management - typically refers to handling and following through of priority 1 and 2 service calls/tickets by maintaining close coordination with all relevant departments and continued communication with stakeholders in regards to the progress of resolution/action steps taken, ensuring that highest level of attention and sense of urgency are applied.• Infrastructure/Applications Monitoring - performing reactive/proactive response to indications of possible degradation or total disruption of an IT service.• SAP Transport Management - ensures SAP transport packages are delivered from one point to another for successful completion of update/change.• Administration and Incident Handling - ensures that support is performed for all operational incidents (for which handover has been completed); this includes performance of basic to advanced administrative tasks in support of IT services and technologies.• Daily Routine Operational Tasks - executes steps based on approved SOP's generally for preventive maintenance purposes.

• Resolves usual Windows Server based issues.• Administers folder share creation and granting of access to authorized users.• Monitors both Hardware and System/Application using HP SIM and Site Scope.• Takes ownership of cases from other support teams, classify and escalate other issues to other team members that are onsite or staff that are on-call in Europe and USA.

• Systems administrator of the client’s eKanban website – web (IIS) and database (MSSQL2K) servers.• Ensures that all servers are secured by regularly applying the latest and approved anti-virus and Microsoft patches.• 24/7 on-call personnel for server monitoring issues related to the client’s eBusiness and Exchange Servers.• Responsible for maintaining the servers and the software used to monitor the client’s eBusiness (IIS & SQL) and Exchange servers.• Active Directory and Exchange account administrator.• JDE and Oracle user account administrator.• AT&T RA-VPN account administrator.• Works closely with the Domain and Enterprise administrators and acts as the helpdesk’s representative in migration and change implementation.• Provides technical consultation for process changes and updates.• Works closely with the Service Delivery Manager, the Process Analyst and the Team Leaders for internal process improvement. • Closely manages the different client queues in the internal ticketing system to ensure that all tickets are properly attended to within the SLA. • Participates in internal and external systems security audits.• Participates in the implementation of new applications and migration from old to new systems.• Provides internal desk-side support services to colleagues.• Takes technical escalation for cases that can’t be solved by L1 and L2 analysts.• Provides coaching sessions, feedbacks and training sessions for L1 and L2 analysts.• Trains new hires on the systems and tools needed to perform their job responsibilities.

• Received a commendation from the management and client for providing a solution that fixed the Procter & Gamble users’ AD/intranet account lockout issue for global roaming users.• Consistent CSAT (Customer Satisfaction) and CSWABE (Positive Feedback from Customers) Awardee.• High 5 (Survey) Awardee.• Malaysia/Singapore team top agent for the month of September of 2004.• Lotus Notes installation, troubleshooting and maintenance.• LAN/WAN installation, configuration and troubleshooting.• Skilled in VPN troubleshooting.• IT Administrator for both Novel and Active Directory accounts.

• Consistent top performer and received a commendation for getting a 100% FTR (November 2003)• Responsible for helping individual American customers in troubleshooting their computer issues over the phone.• Accountable for troubleshooting and finding solutions for Dell computer hardware problems from the oldest model to the present including Dell-branded peripherals such as, but not limited to, printers.• In charge of troubleshooting and applying necessary fix for Operating System problems (Windows 95,98, NT, 2k, ME and XP)• Responsible for replacing defective parts and checking if the customer is entitled for at-home service or parts-only service.

• Garnered the Manager’s Excellence Award for outstanding performance in FTR and FTF • Obtained the Manager’s Excellence Award for outstanding performance in FTR and EXCL• Responsible for helping individual American customers in troubleshooting their computer problems over the phone.• Accountable for troubleshooting and finding solutions for Dell computer hardware problems from the oldest model to the present including Dell-branded peripherals such as, but not limited to, printers.• In charge of troubleshooting and applying necessary fix for Operating System problems (Windows 95,98, NT, 2k, ME and XP)• Responsible for replacing defective parts and checking if the customer is entitled for at-home service or parts-only service.