[MSP IT HELPDESK SPECIALIST – NEW ZEALAND TECHNOLOGY GROUP] | [JANUARY 2024 – PRESENT]
ESSENTIAL DUTIES AND RESPONSIBILITIES: Delivered comprehensive first-line and advanced technical support to end-users and business customers, specializing in Microsoft 365 administration, 3CX VoIP systems, NinjaRMM endpoint management, MSP360 backup solutions, and network troubleshooting (routers, switches, access points, and connectivity issues). Ensured seamless onboarding and offboarding, rapid i----------- resolution, and effective coordination with senior engineers and external vendors to maintain system reliability, security, and customer satisfaction.
Microsoft 365 Administration?Managed user accounts (enabling/disabling, blocking/unlocking), onboarding/offboarding, password resets, MFA setup, and license/role assignments.?Configured and maintained shared mailboxes, distribution groups, and permissions (Full Access, Send-As, Send-on-Behalf).?Performed email forwarding setup, message tracing, and troubleshooting of mail flow issues to ensure seamless communication.
Remote Monitoring & Endpoint Management?Utilized NinjaRMM for remote device management, patch approvals, policy enforcement, and endpoint monitoring.?Utilized ScreenConnect for remote troubleshooting of desktops, laptops, virtual machines and servers, applications (Outlook, Teams, PDF, etc), Printer, VPN connectivity, and performance-related issues.?Performed Windows 10/11 upgrades, administration, and troubleshooting to ensure system stability.
Backup & Data Protection?Monitored and reviewed MSP360 and cloud backup reports daily, proactively identifying and resolving overdue or failed backups.?Performed quick backup restarts, force runs, and troubleshooting of backup-related issues to ensure business continuity.
VoIP & Unified Communications?Administered and supported 3CX VoIP system, including extension creation/deletion, ATA configurations, call routing, IVRs, voicemail, and call group setups.?Resolved user issues with PIN/password resets and configured call trees to streamline customer communication flows.
Networking & Infrastructure Support?Monitored and troubleshot connectivity issues via the Unifi portal, including routers, switches, servers, and wireless access points.?Conducted line tests and i----------- management using the Feenix portal, escalating to ISPs/vendors as required.?Monitored 4G failover connections to ensure customer uptime during primary internet outages.
Customer & Internal Support Operations?Acted as the first point of contact via phone, email, and website chat, providing prompt, professional, and customer-focused support.?Created, updated, and assigned tickets in Connectwise Manage (PSA) to appropriate technical teams, ensuring accurate documentation and timely resolution.?Coordinated overdue tickets, vendor escalations, and supplier follow-ups, while proactively chasing customer responses to keep workflows on track.?Monitored engineer work diaries to efficiently assign tickets depending on availability and urgency.?Scheduled and dispatched field engineers, optimizing routes and assignments using Google Maps for efficient coverage.
?Process Improvement & Collaboration?Created and updated Standard Operating Procedures (SOPs) and troubleshooting documentations to improve efficiency and knowledge sharing.?Attended bi-weekly technical meetings to share updates, review open tickets, pending issues, and upcoming assignments.?Collaborated with L2/L3 engineers, escalating complex issues while maintaining communication with customers.
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ITSM
OPERATIONS ANALYST – INCENTER SOLUTIONS LLC PHILIPPINES BRANCH OFFICE - NOVEMBER
2020 – OCTOBER 2022
ESSENTIAL DUTIES AND
RESPONSIBILITIES:
The ITSM Operator is
primarily responsible for coordination, operation, and implementation of IT
Service Management practices and procedures to improve and develop ITSM
processes and associated procedures/task.
Major I----------- Management: Run Major I----------- conference bridge calls,
facilitate communications, engage and collaborate with Vendors, IT Teams, and
Business Developers/Users for remediation, and drive the i----------- resolution
within the predefined time limit described in the Service Level Agreement.
Drive the completion
of the Root Cause Analysis (RCA) for Major I-----------.
Create i-----------
tickets based on alerts, identify and categorize issues based on severity,
alert type and other criteria.
Research and analysis
on major i-----------.
Change Management: Monitor change management queues for changes that
are ready for Change Authorization Board (CAB) approval. Facilitate CAB
meetings in behalf of the Change Manager as necessary. Review changes based on documented
criteria to approve or reject as needed. Ensure that deployment plans, roll
back plans, and testing plans are clarified and accurately stated.
Perform retrospective
analysis of changes to identify what worked well and what didn’t.
Coordinate the
development of process and procedures for handling urgent and emergency changes
in response to i-----------.
Identify places where
a weak Change Management Process or the adherence to a strong Change Management
Process resulted in repeated or significant outages.
Problem Management: Engage with technical teams to facilitate the
remediation of problem tasks. Track progress and participate in their process
to measure success.
Ensure that a root cause
is established for all major i----------- and that a formal RCA is published
within agreed SLAs.
Ensure that the right
resources are available to investigate, identify, and resolve the root cause of
a problem.
Review problems to
ensure that these are diagnosed, logged, and escalated to the appropriate
support team/s.
Ensure that all
i----------- and known errors affecting the application systems are identified.
Updating the KEDB with new or updated known errors and workarounds.
Facilitate conference
bridge calls for problem and root cause discussions in behalf of the problem
manager as necessary.
Execute the procedures
and processes documented by the ITSM Process Owners as dictated by the ITSM
Leadership.
Represent the ITSM
process in everyday collaboration with business users, IT system owners,
vendors, service desk, etc.
Participate in the
data gathering for reports on ITS-----------trics, KPI’s or SLA’s or any reports
regarding ITSM.
Work with Process
Owners in conducting process demonstrations.
Work with Process
Owners in creating or improving runbooks, not just the quality of the run book,
but also the processes in the runbook in partnership with other teams.
Look for trends in
ITSM work product to find patterns and collaborate with Process Owners, IT
system owners, etc. for process improvements.
Set in on Releases and
act as a support capacity facilitating communications and collaboration,
especially in the event of a failed change.
Work with other IT
teams to take their routine tasks and execute them. Look for opportunities to
streamline or automate.
Be deployed
temporarily with other teams to facilitate cross training, mutual skill
development, and stronger collaboration.
TIER
2 NETWORK OPERATIONS CENTER ENGINEER – CONCENTRIX - DECEMBER 2017 – NOVEMBER
2020
ESSENTIAL
DUTIES AND RESPONSIBILITIES:
Provides technical support
on a 24x7 environment, tasked in handling technical inquiries, turn-ups and
troubleshooting of routing and switching enterprise technologies in complex
networking environments.
Primarily supports
Windstream Enterprise's (formerly Broadview Networks) hosted IP products.
Assists customers in
their MyOfficeSuite and WeConnect Portal concerns such as extension creation
and settings (Call Twinning, Multidesking, Call Forwarding, Voicemail), License
Management, Auto-Attendant, Incoming Call Routing, Call Groups, and Dial Plan
configuration.
Completes network
change requests in accordance with service level agreements.
Prepares brief and
concise activity reports, Reason For Outage, and Root Cause Analysis as
requested by management and clients.
Follows documented
network services processes and procedures, identifies gaps in processes or
documentation and suggests improvements.
Brainstorming with
team mates on a regular basis for complex troubleshooting scenarios.
Participation on
conference / bridge calls for scheduled installs with customers, account and project
managers, and different engineers to drive issue resolution.
Responds to customer
requests as defined by management, completing assignments in a timely manner
with an acceptable level of quality.
Identifies
opportunities to improve workflow and creates supporting documentation for
review by peers and management.
Utilizes case
management system (CMS) for documentation status, updates, and problem
resolution.
Provides and activate
network connectivity services for clients.
Provider Edge router configuration
checks for removal of inactive circuits.
Performs
software/firmware upgrades and device configurations for cisco switches and routers,
IP phones (Mitel, Polycom, and Verge), Mobile and PC Softphones, and other
products (i.e. Grandstream and Patton analog telephone adaptors) which utilizes
the company's cloud-based PBX unified communications solution.
Assists with
troubleshooting and suggests corrective procedures for network issues, which
incorporates routing protocols, Layer 3 switching, VLANs, SDWAN, and SIP (VOIP).
Monitors, responds,
and provides resolution for all network-related outage i----------- obligations.
Configuring cisco
routers – from port opening, static IP mapping to access-list changes.
Provides remote
assistance to field technical representatives who are onsite with customers for
problem resolution, installation, and activation of data and voice services.
Creation and removal
of IP subnets.
Command Line Interface
(CLI) administration of cisco routers and cloud-based web portal for IP phones
and analog telephone adaptors.
VOICE NOC ENGINEER – HKT TELESERVICES - APRIL 2017 – DECEMBER 2017
ESSENTIAL
DUTIES AND RESPONSIBILITIES:Responsible for the network surveillance, fault
ticket handling, network performance monitoring and management.
Works in the wholesale voice network operating
center.
Provides 7x24 monitoring on the core voice switch
network.
Perform proactive measures and system health
checking to see if there are any problems.
Handling trouble tickets from the customers and
provide status updates in a timely manner.
Act as the front line support to the customer for
fault handling, and also provides first line support for troubleshooting. (Call
tracing, traffic profile analysis, SIP, VOIP, Wireshark, joint tests.)
Follows pre-defined operational procedures to
perform the appropriate actions under different situations, including proper
escalations.
Coordinate with other internal parties for
arranging system planned work.
Perform other daily routine jobs. (Extraction of
critical file reports from the voice core switches, monitoring and prevention
of high/invalid call traffic volume).
Assist supervisors to revise operational procedures
related to NOC functions.
AT&T BVOIP TIER II - SENIOR TECHNICAL SUPPORT PROFESSIONAL - SYKES ASIA, INC. - FEBRUARY 2016 – APRIL 2017
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Support team interfaces with internal AT&T
affiliates, external equipment vendors and customers to resolve technical
troubles on IP Flex Reach Services.
Professional
inbound and outbound call handling.
Tasks include customer router configuration &
replacement, identifying transport troubles, working with 3rd party customer
PBX vendors, utilizing analysis tools on customer voice call samples, and
engagement of other internal teams to assist in troubleshooting the BVOIP
network.
May also assist in the coordination with technology
vendors, outside consultants and internal resources as needed.
Works as part of a 24X7 staff to delivers network
technical support to address customer fault reports.
Provides the technical troubleshooting and
professional skills required to address complex network problems in real time
to restore service.
May take part in identification of root cause,
resolution, workarounds, testing & implementation of vendor / IT fixes or
design changes.
Creation and careful analysis of ticket logs to
effectively troubleshoot and rectify clients' computer network-related issues.
(Data & Voice)
Collaborates with Account Manager/Supervisor and
Team Managers to develop action plans for team skills improvement.
Track and drive to resolution any and all
escalations assigned in an expeditious manner as defined by operations
leadership team.
Mentor trainees during nesting to assure they are
quickly learning essential job responsibilities.
Providing phenomenal service support to clients
using excellent communication skills for probing and prompting. Usage of
network monitoring tools for bandwidth utilization reports.
Thorough examination of clients' CISCO and
Business-in-a-Box linux router configurations remotely (SSH & RDP), to
remove faults and errors, scheduled upgrades, and to change and correct
misconfigured settings.
Utilization of tools
(including WireShark) and router debug monitoring for the analysis of elaborate
packet captures, and call session samples (SIP)
Verified