TELUS INTERNATIONAL PHIL (Nov 2008
to Present)
Security Analyst / Security Customer Care TI
• Chief Security Office for TELUS Inc and TELUS International.
• Responsible for Security Administration on all TELUS Applications.
• Admin for
Microsoft Active Directory, LDAP, Exchange
• Handles Exchange access, DL, Functional Mailbox, Security Groups
• Expected to administer/provision service requests from TELUS employees on various applications, answer inquiries on service requests status via phone, email or chat and administer the mailbox for security and tickets in our remedy queue.
Service Desk Analyst / Single Point of Contact (SPOC)
• Handles the I----------- and Problem Management as part of the TELUS IT Service Management practice, adherent to ITIL, ISO/IEC 20000
• Serves as the Single-Point-of-Contact for desktop, application, network and access issues for TELUS employees.
• ITIL Trained
NOC and Advanced Voice Tester
• Tests advanced phone troubles using in-house tools to modify line programming and test for disturbances that may affect voice and data interruptions
• Updates intranet knowledge based portal
• Acts as a point of contact to make sure that outage board is up to date and necessary staffing and precautions are met
• Updates daily data and critical information on events, outages, i----------- and problems
Enterprise Service Desk
• Manages requests from the sixty-eight (68) most valuable Canadian companies/institutions with Telus service. (Government of Canada, General Motors, Royal Bank of Canada, HSBC, Nav Canada, Shell, HP, etc. )
• Meet business objectives and team targets defined by the existing scorecards.
ADSL TIP (Internet Support)
• Contacted mostly by (Small, Medium, Enterprise) Business for
creating, repairing and updating tickets for the following troubles.
NRA TIP (National Repair Answer)
• Contacted mostly by (Small, Medium, Enterprise) Business for
creating, repairing and updating tickets for the following troubles.
ACCENTURE ( April 30 2008 to Oct 31 2008)
• Service Desk Analyst
TREND MICRO INCORPORATED
(July 2004
to March 2008)
• Shift Lead
• Level 1 Consumer Support Engineer
LINK2SSUPPORT ( Feb 2004 to July 2004 )
• (Linksys) Technical Engineers / Support Level 1
