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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

• 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.

• 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.