SUMMARY

• Over 10 years’ experience in IT Service Operation - Managed Services
• Experience in monitoring IT infrastructure; identifying errors, providing 1st and 2nd level support
• Support (Level1) for Cisco routers, switches, Firewall failures and server outages
• Specialized in resolving Email issues, constraints, AD password management
• Experienced in various Windows operating systems, and network troubleshooting
• Respond to emergencies and outages, collaborate in restoring services or providing workaround if solution is not yet available (hosted services, switches, routers, firewall, servers, handheld POS)
• Experienced IT Global Service Desk; supporting Channels around 20 countries
• Effectively implements IT Service Desk Ticketing System according to ITIL process
• DNS configuration; Hosted Exchange Online, Email services and troubleshooting
• Microsoft Office 365 Cloud services (includes Exchange Online, One Drive)
• Experienced Application Engineer for Distributor's Management System software
• Experienced in Manual and Automated QA Testing of Client/Server and Web Applications
• Well versed in usage of SQL commands

PROFESSIONAL EXPERIENCE

Software QA Analyst

Confidential

Responsibilities:

• Designed, developed Test Strategy, Test Plan, wrote Test cases within an Agile testing environment
• Analyzed the Business Requirement Documents (BRD), Functional Documents (FD) and performed Gap analysis
• Schema validation and compliance; carried out performance testing on SOAPUI
• Automated the test cases and executed tests using Selenium WebDriver, IDE and JAVA
• Logged, tracked and managed defects according to Severity Level using JIRA Atlassian. Validation of fixes and closure of issues.
• Prepared Defect Reports extracted from JIRA and the weekly progress reports.

Microsoft Cloud Escalation Specialist

Confidential

Responsibilities:

• Tier 2 support to IT administrator resellers (channels) for Microsoft Cloud products and services in a global corporate environment across 18 countries
• Manage, create tickets on Microsoft Partner Center portal, resolve and work closely on escalations with Global Microsoft Teams
• Management of MS Office 365 Admin Center and MS Partner Portal of Resellers to resolve product and licensing issues
• Configuration and troubleshooting of cloud services, email flow, DNS records, managing domains, Exchange online, Azure, Office 365 Powershell scripting, licensing and security.
• Licensing specialist for various Microsoft subscriptions, hosted services such as Dropbox, Exchange Online, SharePoint, OneDrive
• Identify and made corrections on Provisioning errors on Cloud purchased products through Confidential Control Panel/Marketplace and Microsoft portal.
• Document resolutions and contribute to internal knowledge base articles and to internal processes & procedures
• Handling escalations with Ingram Micro in-house Control Panel, full MS Office 365 product suite
• Ensure that SLAs are met and executed in every Microsoft contracts for channels

System Specialist

Confidential

Responsibilities:

• Align, modify the processes for service delivery improvements based on ITIL Framework
• Supervised daily scheduling and service operations of Engineering dispatch team
• Analyzed/Audited/monitored the lifecycle within the overall service delivery
• Ensured that services complied with the contract agreement
• Handled the escalation of unresolved tickets and longstanding issues in servers, LAN,WAN and other IT services
• Troubleshot with the team in the remedy during system failures and emergencies
• Audited activities and reports documents of 12 outsourced Engineers.
• Liaised with international support vendors during system outages and emergencies
• Checked monthly activity reports, system documentations and diagrams
• Ensured all required monthly reports has been submitted to each client in accordance with SLA
• Infrastructure Licenses as well as vendor management for IT products and services; Microsoft, Email hosting, Fortinet, Cisco, Juniper, Avaya, etc.
• Managed email for hosted email services (50 to 70 users)
• Maintained procedures and documentation for network inventory, and recorded diagnosis
• And resolutions of network faults, enhancements and modifications to networks, and maintenance instructions

Application Support Engineer

Confidential

Responsibilities:

• Management of DMS backoffice webserver for each Distributor office.
• Migrated data into back office from Solomon to DMS by supporting District staff extracting the necessary data
• Analyzed & sorted the data for truck inventory, warehouse inventory, account receivables, customer list, invoicing
• Programming daily route assignment for all Sales people using the DMS backoffice webserver
• Collaborated with the developers to do the warehouse layout and uploading the data.
• Identified errors,managed & resolved issues (application & hardware); escalation and monitored unresolved issues
• Conducted classroom training and technical support to Salesman
• Backoffice Managers on how to navigate the Backoffice webserver application and Handheld device system paralleled to their workflow

Technical Assistant

Confidential

Responsibilities:

• Delegated technicians and collaborated procedures for preventive maintenance for 200 branches of fast food chain
• 25 branches of supermarkets; POS, servers & workstations
• Coordinated the warranty repairs for all locations
• Tracked incidents and repair history for 200 fast food and 25 supermarkets
• PC workstations, servers, POS, parts for all machines & peripherals