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Cut Labor Costs by 70%

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Lifetime support, dedicated account manager by your side, every step of the way!

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6,948
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Hire World-Class, High Performing, Vetted Network Administrators.
Cut Labor Costs by 70%

We’ll Source, Hire and help Manage them for you so you don’t have to. Lifetime support, dedicated account manager by your side, every step of the way!


17 Years of
Virtual Staffing
Experience


Trusted by
3,368
SME’s


6,948
Virtual Staff
Hired

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Hire Filipino Network Administrators

Do you need to set up an in-house network? Or maybe, you need someone to manage it as your business scales up?

Consider outsourcing this to network administrators. They can install, maintain, and troubleshoot your networks for smooth, secure, and efficient operations.

Remote Staff has a roster of the best network administrators to streamline and enhance your network infrastructure.

 

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Candidates:

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*Booking interviews depend on candidates' availability and interest.

All-inclusive Rate: USD $13.89/hr

ROELLIAM

Candidate ID: 509478

Systems Networking and Administration System Administrators Server Administrators Network Administrators

ADVANCED

    System Administration, Linux System Administration, Networking, Microsoft Server Administration...

INTERMEDIATE

    Project Management, Mac OS...

Median Rate

$13.89

$14.84

if $1 = PHP52

$18.17

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Part Time Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time Hawaii Standard Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 13.89 per hour or $USD 1203.77 per month

Full Time: $USD 13.89 per hour or $USD 2407.55 per month

Remote Staff Recruiter Comments

Roe is a graduate of Computer Engineering and has been working for 17 years now. He is a Microsoft Certified Professional since 2006. He has been connected to different industries like Education, IT Consulting, BPO, Banking, and Human Resources Consulting. He has already handled different roles which include working as a Senior System Administrator, Security Test Analyst, Systems Engineer, Remote Desktop Support Engineer, Technical Support Engineer, and Infrastructure Engineer. He has prior experience supporting US and Australian clients via phone, email, chat, and remote sessions. He has advanced skills in System Administration and server and network security. He is also adept doing the following tasks:
  • Supporting and maintaining AWS Infrastructure
  • Does comprehensive support on client systems like web servers, FTP server, and Active Directory server/domain
  • Maintaining cloud networking of AWS
  • Handles the PCI compliance or security area
  • Research on how to enhance the system/cloud infrastructure of the client
  • Troubleshoot switch platforms and functionalities
  • Analyze logs and reports in Azure
  • Adhere to and remediate security risks and threats
  • Providing level 2 security support for the servers, desktops, and the users
  • Monitoring of Windows Citrix and  virtual machine servers
  • Deploying routers, edge switches, firewalls, and the cabling
  • Handling deployment of wifi connectivity\
He has acquired certification in Linux System Administration. 
He is proficient in using the following: 
  • IIS7&8
  • JIRA
  • Postman
  • Reetro, MigrationWiz
  • GoDaddy
  • DigiCert
  • Twilio
  • MailStore,
  • MXToolbox
  • Citrix
  • Windows Active Directory
  • TimeDoctor
  • Cloudyn
  • CloudFlare
  • SCCM,
  • HP OVCM
  • ServiceDesk Ticketing System
  • RequestIT
  • Airwatch
  • Remote Desktop,
  • BlackBerry Exchange Server
  • VMWare
  • VSphere
  • HP Device Manager
  • Mainframe
  • RightFax
  • Zoom
  • Skype
  • 8x8
  • TeamViewer
  • Siemens PABX
  • I/O Block termination
  • Avaya IP
  • AWS
  • Microsoft Azure
  • Microsoft Office 365
  • MSQL
  • BladeLogic servers
  • Windows9x/NT/2010/XP/Vista/10
  • Windows Servers
  • Linux (Redhat, Bitnami)
  • Mac OS
He needs to render 4 week's notice
He is amenable to working the dayshift schedule for both full-time and part-time roles.

Predictive Index Behavioral Profile- Controller

Strongest Behaviors
  • Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
  • Proactivity in driving to reach goals while moving at a faster-than-average pace. Inquisitive about the world.
  • Eager for results, drive is for swift implementation. Works best in fast-paced environments offering a variety of activities, rather than routines.
Behavioral Summary

Roe is a self-disciplined, conscientious person who will develop a high degree of expertise and skill in a specialized job. Has the drive to get things done right and in accordance with established standards of accuracy and quality.

A conservative and analytical person who respects traditional organizational values. Reserved, serious, and thoughtful about everything to be done, is a no-nonsense worker who worries about getting things exactly right. Never superficial, will make sure that he knows what he is talking about before speaking. Needs a lot of certainty and structure in his work so that it meets very high, specific quality standards.



 

Employment History

COMPUTER TECHNICIAN / COMPUTER INSTRUCTOR

Industry:

Education

Employment Period:

September 2004 to May 2006 (20 Months)

Duties and Responsibilities:

  • Working closely with other teaching and school staff.
  • Encouraging classroom discussions between pupil’s.
  • Teaching all areas of the school computer curriculum. 
  • Responsible for desktop support including assembly, installation, troubleshooting and maintenance.
  • Subject teacher in computer subjects.
  • Assists in desktop troubleshooting and setting dial-up internet connection.  Pioneer the LAN installation in Computer Laboratory.

TECHNICAL SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2008 to September 2009 (11 Months)

Duties and Responsibilities:

  • Responsible for desktop support for approximately 900+ users.
  • 24/7 IT on call support and monitors stability of the systems and network infrastructure. 
  • Responsible for providing level 2 technical support for desktop, laptops, telephone sets, printers, operating system, and office automation software and applications to all internal users.
  • Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users.
  • Document and track changes in any installation, movement, and repair of IBM, Lenovo, Dell and HP desktops. Printers such as HP Laser Jet M3035X5, HP Laserjet 2300n and HP Business inkjet 1100. Telephone sets such as AVAYA phones and headsets.
  • Document and track changes in the logistics supply of IT equipment/apparatus Appointed as POC (Point-ofContact) in IT assets or IT equipments inventory for PBCom IBM-Daksh.
  • Coordinate IT equipments with other vendors for purchasing and resolving IT-related issues.
  • Handle team/s for any tasks/projects assigned.

INFRASTRUCTURE ENGINEER / ASSOCIATE SYSTEMS ENGINEER

Industry:

Employment Period:

August 2006 to June 2008 (22 Months)

Duties and Responsibilities:

  • Configuring of Fortigate firewall such as block or unblock certain websites, create new policy routes, remote pre/post-installation and configuration of firewalls, filtering web contents, upgrading firmware versions, investigate any network slowdown in relation with the firewall and creation of vpn tunnel. Network troubleshooting and support both wired and wireless.
  • Implementation of Wifi Network Project through the configuration of 3Com 8760 Access Points, S3600 H3C POE Edge switches, H3C S7500, AR28-12 Router and Fortigate300A Firewall. Installation and configuration of H3C Quidview Network Management System. On-site support for Firewall, LAN and Wifi Network.
  • Planning, installation and implementation of WIFI network using 5 Linksys Wireless Access Points (WAP54G)
  • Continuation of the implementation of its network system. Basic Configuration and testing of 12 Cisco Express 500 switches. Assisted DILG IT personnel for the migration of the old network to its new network. Basic Configuration of Cisco 2851 Router and Cisco 2000 Series Wireless LAN Controller. Basic configuration Cisco Aironet 1010
  • Designed and implemented the Wifi Project using 4 units of 3Com 7760 Access Points and 40 units of 3Com OfficeConnect Wireless 54 Mbps 11g Compact USB Adapters.
  • Configuration of H3C-AR28-12 H3C S7500 Layer 3 Switch and H3C S3600 switches Router in Trinoma Mall. Installation and basic configuration of H3C Quidview Network and Management Software. Troubleshooting of merchants’ POS/LAN connectivity both Layer 1 and Layer 2.
  • As an IT Support, Proficient in using REMEDY (SRS) ticketing system, network routing and protocols, Cisco configurations, network management and Level 1 configuration of PBX (Hi-Path Siemens 4000). Deployment of desktops and peripherals. Perform troubleshooting and complex hardware and/or software upgrades or malfunctions at the desktop level. Making hardware recommendations to solve various business problems, and implementing solutions.

REMOTE DESKTOP SUPPORT ENGINEER

Industry:

Banking / Financial Services

Employment Period:

February 2010 to May 2011 (15 Months)

Duties and Responsibilities:

  • Reviewing, resolving and escalating issues of incident tickets queues for any related remote desktop issues/problems for Beryl Project.
  • Remote desktop issues include Operating systems such as Windows NT, XP, and Vista, Microsoft Office 2000, 2003 and 2007, MS Communicator 2003, Windows IE, HPOVCM, and other Citibank desktop applications
  • Used VMware technology for remote desktop support and troubleshooting.  Provisioning, managing and monitoring of VMware machines/desktops via VSphere, Citrix and Microsoft Active Directory.
  • Deploying software applications via Active Directory and software manager such as HP OVCM.
  • Monitor and update security patches of anti-virus application for desktops. 
  • Supporting users using remote tools and through calls.
  • 12/7 shifting schedules.

SYSTEMS ADMINISTRATOR

Industry:

Human Resources Management / Consulting

Employment Period:

April 2012 to November 2015 (43 Months)

Duties and Responsibilities:

  • IT EUC Tier 2 security support which involves assigning and issuing of RSA tokens, activating and troubleshooting VPN connections. Primary point person in administrator rights removal project. Creation of BTrust rules for local machines. 
  • IT EUC Tier 2 Mobility support which involves troubleshooting of software and hardware for iPhone, iPad, Android phones and Blackberry phones issued by ADP. Provisioning for both BES (Blackberry Enterprise Server) and AirWatch are also performed. Coordinating purchasing requests of mobile phones through Ariba.
  • IT EUC Tier 2 Exchange support works closely with the Exchange Engineering team with regards to ASD escalations, BES, Outlook 2007/2010 and Lync. 
  • Creating applications access such as Mainframes, Clarify, Rightfax and other in-house and 3rd party apps.
  • Monitoring Windows, Citrix and VM servers alerts and perform troubleshooting if needed, if not, proper escalation follows.
  • Software provisioning for Citrix and VM desktops using HPOVCM, SCCM and Active Directory.
  • Remote technical support for networking, telephony and servers from US counterpart.
  • Citrix and VM desktop for Philippines associates where in ticketing system is a required process of support.
  • Perform validation testing with internal engineering and clients.

SYSTEMS ENGINEER

Industry:

Employment Period:

August 2011 to February 2012 (6 Months)

Duties and Responsibilities:

  • IT technical support in Head Office. Managing desktops, servers and network systems.
  • Coordinating and managing vendors for hardware and software specifications and costing.
  • Design, collaborate and implement large-scale BPL technology and IT systems.  Pre-sales and post-sales support for projects handled.

SECURITY TEST ANALYST

Industry:

Human Resources Management / Consulting

Employment Period:

November 2015 to August 2018 (33 Months)

Duties and Responsibilities:

  • Provide subject matter expertise with reference to web application and vulnerability testing procedures.
  • Provide expertise and experience in information and data collection systems; data acquisition; web exploitation technologies; web analysis/evaluation attack processes and systems dissemination methods and tools.
  • Demonstrate and maintain current knowledge of industry trends and technologies.
  • Responsible for performing or assisting with configuring, integrating, supporting and administering all information security operations including application, database, desktop, network, server, remote device, network access and web security.
  • Taking full responsibility for delivering projects and collaborate with larger teams as necessary ▪ Penetration testing of web applications
  • Risk assessment of vulnerabilities and vulnerability reporting
  • Internal trainings to teammates about current procedures and technical tasks and projects
  • Development of internal tools useful for penetration testing
  • Leading projects related to security application and security test analyses Security compliance procedure
  • Consults with management and reviews project proposals to determine goals, time frame, funding limitations, procedures for accomplishing project, and allocation of resources.
  • Utilizes industry-accepted project management principles and firm-established project management tools and processes to direct project teams in the definition, planning and execution of complex long-term projects crossing multiple disciplines and geographies.
  • Utilizes industry-accepted methodologies and processes to bring projects in on schedule, within budget, and to the customer's requirements.

SYSTEMS ADMINISTRATOR

Industry:

Employment Period:

August 2018 to October 2019 (14 Months)

Duties and Responsibilities:

  • Provide troubleshooting, monitoring and reporting Switch Platform functionalities and issues example in Microsoft occupancy stores monitoring and coordination.
  • Provide analytical logs and reports in Azure including security recommendation reports.
  • Configuring Azure notification alerts
  • Responsible for performing or assisting with configuring, integrating, supporting and administering all Azure services operations including virtual servers/machines, databases, functions, and monitoring services.
  • Taking full responsibility for delivering projects. 
  • Penetration security testing of web servers.

SENIOR SYSTEMS ADMINISTRATOR–TEAM LEAD

Industry:

Employment Period:

February 2019 to January 2022 (35 Months)

Duties and Responsibilities:

  • Handles and manages the team for the overall System Infrastructure and IT support.
  • Coordinating with multiple departments and managers to establish quality standards.
  • Reviewing and analyzed existing systems and performed proof of concept to suggest a solution to improve the IT services.
  • Maintain and administer clients AWS IT infrastructure, including cloud servers, networks, applications software, and all configurations.
  • Create, modify and delete accounts on various online platforms used by clients. Managing application settings as requested – Microsoft O365, 8x8 VOIP Platform Provides back-end support and maintenance for Amazon Web Services-hosted systems, as used by clients.
  • Provides back-end support and maintenance for clients’ websites such as deployments in productions servers.
  • Responsible for creating, troubleshooting and managing DNS and SSL using GoDaddy and CertifyTheWeb.
  • Plan, coordinate, and implement network and server security measures in order to protect data and software.
  • Monitor the performance of server systems and networks, and to coordinate Systems Analysts about network and servers access and use.
  • Design, configure, and test AWS/Cloud technologies and recommend changes to improve systems and network configurations. Determine server and network systems requirements related to such changes.
  • Determines root cause for IT issues that arise and develop practical, efficient, and permanent technical solutions.
  • Remains current on new technologies; evaluate and make recommendations as necessary
  • Responsible in documenting any IT-related procedures, guidelines, processes and knowledgebase documents.
  • Responsible also for Level 1,2 and 3 Support and taking initial Incident tickets, monitoring, performing and providing initial troubleshooting.
  • Designing and enhancing processes like Identity Access Management, provisioning of server-based infrastructure and vulnerability scanning from UAT to Production environments.
  • Keep updated in latest security threats and attacks and provide solutions in securing IT infrastructure through vulnerability scanning and remediation. Recommending and implementing security solutions for endpoint devices. Responsible for the security of IT Assets of clients

Education History

Field of Study:

Major:

ENGINEERING

Graduation Date:

January 2, 2004

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    System Administration, Linux System Administration, Networking, Microsoft Server Administration, Remote Desktop Administration, Atlassian JIRA, AWS, Office 365, Citrix Environment, SQL Azure, Windows Azure,

INTERMEDIATE ★★

    Project ManagementMac OS

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/15004640754
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: Dell Inspiron 14 7000 (Intel Core i7 – 7500U CPU 2.70GHZ)
  • Processor: Intel Core i7 – 7500U CPU 2.70GHZ
  • Operating System: Windows 10

All-inclusive Rate: USD $11.86/hr

Paul

Candidate ID: 501412

Systems Networking and Administration System Administrators Network Administrators IT HelpDesk Specialists

ADVANCED

    VoIP, Telephone Skills, Networking, System Administration...

INTERMEDIATE

    Microsoft Exchange Server, Microsoft SharePoint, Office 365, MS Teams...

Median Rate

$11.86

$12.62

if $1 = PHP52

$15.28

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time Part Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Part Time: $USD 14.90 per hour or $USD 1291.69 per month

Full Time: $USD 11.86 per hour or $USD 2055.87 per month

Remote Staff Recruiter Comments

Paul is a graduate of Information Technology. He has almost 5 years of professional experience handling different roles which include Technical Support Engineer, Technical Helpdesk Analyst, IT Service Desk Analyst, Corporate Helpdesk Engineer, and M365 Consultant within the IT and BPO industries. He has advanced skills in Technical support (Desktop, network, and Telephony level), cyber security, and threat intelligence. He has attended various training to hone his skills and has acquired multiple Certifications like:
  • Six Sigma White Belt 
  • Information Security Awareness 
  • Foundation Level Threat Intelligence Analyst 
  • Fundamentals of Quantum Computing 
  • Ethical Hacking Essentials 
  • Digital Forensics Essentials
  • Network Defense Essentials
  • Technical Support Fundamentals
  • Official ISC2 Certified in Cybersecurity (CC)
  • Veeam Backup for Microsoft 365
  • Oracle Cloud Infrastructure 2022 Foundations Associate
With his years of experience, he has already handled the following tasks:
  • Providing level 1 to 3 technical support via phone, email, chat, and remote session
  1. Level 1 Technical support (password reset, fixing unable-to-log-in issues, a simple restart of the computer, printer issues, minor configuration, etc.)
  2. Level 2 Technical Support (creation of more than 5 users, escalations, autopilot, troubleshooting, etc.)
  3. Level 3 Technical Support (incident management, network down, major outages, attending to multiple technicians, optimizing network performance, etc.)
  • Handles ticket requests and efficiently utilizes existing documentation, training & resources
  • Part of the UAT (User Assistance Team), doing the hardware setting up like internet connectivity, VLANs, configuration, etc. 
  • Systems administration and networking (beginner to intermediate)
  • Supporting and maintaining Windows servers (2016 and 2019) & Desktops
  • Supporting Citrix end-user support, a virtualized environment like Hyper-V, and an Azure cloud environment   
He has experience supporting clients from Japan, the US, and Australia with their technical issues
One of his major accomplishments at work is when he was promoted twice from being a Technical Support Engineer to Senior Technical Support Engineer all the way up to Service Desk and Incident Management. 
He is proficient in using the following tools:
  • Remote Access (LogMein, Anydesk, Bomgar, and Quick Assist)
  • Ticketing tools (ServiceNow, Jira, Salesforce, and Siebel)
  • Active Directory
  • Microsoft 365
  • VoIP
He can start after 30 days notice and is amenable to working any shift schedule for Full-time roles. 

Predictive Index Behavioral Profile- Altruist

Strongest Behaviors
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
  • Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavioral Summary

Eager to be sure that things are done exactly right, Paul follow-up carefully and closely if the work requires delegation of details to others. When it is necessary to be critical, will try to do that in a constructive, supportive manner. His sense of urgency and sense of duty combine to make someone who is actively concerned about the timeliness, as well as the correctness, of any work for which they are held responsible.

In general, Paul is a cautious and careful person, respectful of company authority and traditions, a specialist who avoids risk and uncertainty by taking care to do things properly, working within the company’s formal organizational structure.



 

Employment History

Technical Support Engineer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

November 2017 to August 2019 (21 Months)

Duties and Responsibilities:

• Responsible for ensuring the efficiency and workability of computer equipment and peripherals by identifying and resolving hardware and software problems reported to the ticketing system in support of the company's operations
• Handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time
• Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for problem resolution Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket and achieve client's satisfaction
• Coordinates with the Technical Support Supervisor and colleagues regarding daily technical support group activities
• Prepares reports regarding required by the Technical Support Group Supervisor Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients
• Corresponds with and generates reports for the group with all regard for style and language. Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets
• Proposes corrective actions to errors encountered in the program and program changes
• Ensures that services provided comply with the company's external and/or customer standards such as ISO, BS7799, SEICMM, COPC, HIPAA, etc.

Technical Helpdesk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2020 to August 2020 (6 Months)

Duties and Responsibilities:

• Troubleshoots hardware, software, and network problems via phone support.
• Uses technical resources and knowledge of information systems to ensure resolution.
• Identifies, isolates and investigates user questions.
• Briefs customers and management on the status of resolution efforts.
• Coordinates and forwards issues by appropriate escalation procedures and personnel.
• May provide occasional functional and technical guidance to less experienced staff.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• Works under limited supervision to provide professional helpdesk service through quick processing and prioritization.
• Performs all other duties as assigned

IT Service Desk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

October 2020 to April 2021 (5 Months)

Duties and Responsibilities:

• Basic computer knowledge to troubleshoot desktop, laptop and answer support queries via phone, email, chat, and Web
• Excellent communication skills required as you will work in International Voice Support
• Managing Data and implementing changes, providing employees/Clients with guidance in handling difficult or complex problems or in resolving complaints.
• Respond in a timely manner to service issues, requests, and take care of complete operations.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Provide support, including procedural documentation & relevant reports
• Support the rollout of new applications, manage many open cases at once, and provide accurate information on IT products or services

Corporate Helpdesk Engineer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2021 to February 2023 (21 Months)

Duties and Responsibilities:

• Monitor, optimize network performance and provide user support
• Provide first level contact and convey network resolutions to corporate customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Walk customers through problem-solving process
• Utilize excellent customer service skills and exceed customer's expectations
• Make informed decisions about a wide range of complex business and technical issues

Application Support Engineer (M365 Technical Consultant)

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2023 to June 2023 (4 Months)

Duties and Responsibilities:

• Provide "white-glove" support to Microsoft customers but not limited Partners, SMB and consumers, with FQR (First Quality Resolution) goal in mind.
• Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Teams, Yammer etc.
• Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.
• Report to QM, Cluster Lead &/or Geo Leads, any management or technical opportunities
• Build relationship to create, reinforce, motivate, and guide customers and partners
• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
• Leverage collaboration support tools and processes to expedite resolution of customer issues
• Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.

L2 Helpdesk Support Oficer

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

July 2023 to May 2024 (10 Months)

Duties and Responsibilities:

  • Provide comprehensive IT support services, responding to and resolving service tickets within SLAs.
  • Monitor and address alerts and notifications from remote system monitoring tools, ensuring prompt resolution.
  • Offer technical support for various systems and technologies including Retail POS, Windows, Servers, Exchange/O365, SQL, and Navision/Dynamics.
  • Collaborate with external vendors to maintain stable services and uphold high-level cybersecurity practices.
  • Contribute to technical documentation creation and assist team members with escalated issues.

Education History

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

January 2, 2013

Located In:

Philippines

License and Certification: :

N/A

Field of Study:

Computer Science/Information Technology

Major:

Information Technology

Graduation Date:

April 1, 2017

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    VoIP, Telephone Skills, Networking, System Administration, Hardware Troubleshooting, Remote Access, Incident Management, Service Desk,

INTERMEDIATE ★★

    Microsoft Exchange ServerMicrosoft SharePointOffice 365MS Teams

Work at Home Capabilities:

  • Internet Bandwidth: Greater than 100mbps
  • Working Environment: Private Room
  • Speed Test Result: https://www.speedtest.net/result/16083527003
  • Internet Type: Fiber
  • Hardware Type: Desktop
  • Brand Name: Dell (Intel Core i5 6th Gen)
  • Processor: Intel Core i5 6th Gen
  • Operating System: Windows 10

All-inclusive Rate: USD $10.85/hr

John

Candidate ID: 370975

Systems Networking and Administration Network Administrators IT HelpDesk Specialists Technical Support Specialists

ADVANCED

    Customer Service...

INTERMEDIATE

    Technical Support...

Median Rate

$10.85

$11.51

if $1 = PHP52

$13.84

if $1 = PHP40

Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.

Employment Preferences

Availability:
Full Time
Preferred Timezone:
Australian Western Standard Time Australian Central Standard Time Australian Eastern Standard Time New Zealand Daylight Time
Hourly & Monthly Rate:
(inclusive of service fee)

*Plus GST for Australian Businesses

Full Time: $USD 10.85 per hour or $USD 1880.03 per month

Remote Staff Recruiter Comments

  • John started his career as a Network Engineer in 2006.
  • He eventually grew into the IT world where he handled multiple roles including IT Technical Account manager, I.T Desktop and Application Support, and a Technical Account Representative.
  • He has the following certifications:
    • Avaya and Avaya OneX Training
    • Cisco and HP Switches
    • Microsoft Training and Seminar for BPO IT Professionals
  • He has experience in Desktop/Hardware troubleshooting, Software/Application troubleshooting, Network Monitoring and Server Administration and Operation for Windows and Linux.
  • He is ready to start immediately.
Predictive Index Behavioral Profile - Collaborator 

Strongest Behavior
  • Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
  • Accommodating; most comfortable working with others, often puts team/company goals before personal goals. Promotes teamwork by actively sharing authority.
Behavioral Summary

John Michael is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

He is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.

Employment History

IT SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

March 2018 to April 2020 (24 Months)

Duties and Responsibilities:

- Managed all Technical issues and conducted troubleshooting efforts for Windows and MAC computers/devices. - Resolve our customers' technical issues by providing real-time support accurately for our clients through phone, chat and email. - Remotely diagnose and resolve support requests utilizing ConnectWise Automate (Formerly LabTech), and other available tools. - Troubleshoot server and desktop issues on AWS (Amazon Web Services) Environment. - Administer Windows domain account issues, including GPO, AD and user password changes. - Remotely support VPN, desktops, laptops, PDA, peripherals, printers and resolve requests using remote tools. - Documents all end-user interactions in the ConnectWise Manage system. Ensure client support tickets are resolved in a fast and professional manner and comply with Service Level Agreements

IT REMOTE SUPPORT

Industry:

Computer / Information Technology (Software)

Employment Period:

September 2017 to March 2018 (6 Months)

Duties and Responsibilities:

  • Managed all Technical issues through ConnectWise and conduct troubleshooting efforts with the use of LabTech Software Control Center.
  • Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
  • Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
  • Troubleshoot server and desktop issues on AWS (Amazon Web Service) Environment.
  • Administer Windows domain account issues including GPO, AD and user password changes.
  • Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
  • Documents all end-user interactions in our customers in our ConnectWise system
  • Log any issues and document resolutions
  • Build strong relationships with Client Services and Team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to Agreed Service Level Agreements
  • Identify any training/knowledge needs for clients and colleagues
  • Provides consultancy to further improve IT infrastructure

IT-TECHNICAL ACCOUNT MANAGER

Industry:

Computer / Information Technology (Software)

Employment Period:

May 2016 to September 2017 (16 Months)

Duties and Responsibilities:

  • Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
  • Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
  • Support on desktops, laptops, PDA's, Smart Phones, and other peripherals.
  • Administer Windows domain account issues including GPO, AD and user password changes.
  • Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
  • Documents all end-user interactions in our customers in our ConnectWise system
  • Log any issues and document resolutions
  • Build strong relationships with Client Services and Team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Identify any training/knowledge needs for clients and colleagues
  • Provides consultancy to further improve IT infrastructure

ENTERPRISE WIRELESS NETWORK SERVICES OPERATIONS GLOBAL TEAM LEAD

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2015 to May 2016 (8 Months)

Duties and Responsibilities:

  • Responsible for managing all technical aspects of a company’s relationship with its customers
  • Client-facing role that requires me to work on both strategic long term and short term plans and projects.
  • Responsible for the Technical Account Management of a portfolio of clients.
  • Maintains Standard Operating Environment and Documentation Build.
  • Build strong and positive relationships with clients at various levels
  • Build and document knowledge about the clients business and technical setup
  • Project manage and document all technical projects carried out with clients
  • Actively play a part in ensuring financial targets are reached
  • Log any issues and document resolutions
  • Build strong relationships with Client Services team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Feedback any important client information to Client Services Team
  • Identify any training/knowledge needs for clients and colleagues

IT-TECHNICAL ACCOUNT MANAGER

Industry:

Construction / Building / Engineering

Employment Period:

August 2009 to September 2015 (73 Months)

Duties and Responsibilities:

IT-Technical Account Manager | October 2014 to September 2015
  • Responsible in Managing the Enterprise Wireless Team based in Fluor Cebu Site
  • Responsible in making sure that all Wireless Related requests, concerns, and issues are being taken care of by anyone from the Enterprise Wireless Team.
  • Architectural Review Board Co-Approver of all Wireless and Network designs for implementation.
  • Handles the Team that supports 3079 Devices for APAC, Southeast Asia, Europe, and US locations.
  • Technical Design Review Board co-approver for all Wireless Network Design proposal and implementation.
  • Streamlining processes and standard procedures for the Enterprise Wireless Team.
  • Document all critical information, procedures, and reports.
  • Present all form of Reports for the Enterprise Wireless Team to the upper Management.
Site IT Lead POC | July 2014 to September 2014
  • Responsible for managing all technical aspects of a company’s relationship with its customers
  • Client-facing role that requires me to work on both strategic long term and short term plans and projects.
  • Responsible for the Technical Account Management of a portfolio of clients.
  • Maintains Standard Operating Environment and Documentation Build.
  • Build strong and positive relationships with clients at various levels
  • Build and document knowledge about the clients business and technical setup
  • Project manage and document all technical projects carried out with clients
  • Actively play a part in ensuring financial targets are reached
  • Log any issues and document resolutions
  • Build strong relationships with Client Services team members
  • Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
  • Feedback any important client information to Client Services Team
  • Identify any training/knowledge needs for clients and colleagues
  • Prepare and perform training of clients and colleagues
Desktop Support Associate Technician | August 2009 to November 2014
  • Maintenance of IT Equipment and Infrastructures.
  • Dedicated I.T. Support for several Telstra Line of Businesses
  • Provide internal support for Desktop, Applications and Network issues.
  • Conduct testing and implementation of new applications intended for production use.
  • Proactively checked issues for troubleshooting and preventive measures.
  • Manages Active Directory and Microsoft Exchange Servers
  • Manages File and Print Servers
  • Batch File and VB Scripting
  • Monitoring of Companies I.T. Assets
  • Maintaining and Updating of Standard Operating Environment and Scope of Work documentation

TECHNICAL SUPPORT REPRESENTATIVE

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

December 2008 to August 2009 (8 Months)

Duties and Responsibilities:

  • Handles all Technology related concerns and IT Infrastructure concerns for Cebu eBloc II Site.
  • Handles the Technical training and Process orientation
  • Compliance of Technology related items such as maintenance of Active Directory, SEP [Anti-Virus], Wireless Security, Systems Configuration Center Management clients, Hardware Inventory, Software Updates, Standard Operating Environment.
  • Maintains the documentation builds of all Line of Businesses.
  • Coordinates with Account Managers, Network Team, Server Operations, and System Administrators.
  • Implementing Request for Change.
  • Represents the Site Technology in Bridge Meeting, Client Meeting, and CLT meetings.
  • Provides Weekly Technology related reports to Local Technology Team.
  • Provides Weekly Tickets Assessment to the upper management.

SYSTEM SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

August 2008 to September 2008 (1 Months)

Duties and Responsibilities:

  • Provide support to AT&T High Speed Internet customers through phone and remote access troubleshooting.
  • Troubleshoot reported Internet Connectivity Issues via phone or Remote Desktop
  • Troubleshoot reported Email Issues
  • Troubleshoot reported Virus and other supported Desktop Issues
  • Answers inquiry about AT&T Products
  • Handles escalated issues from Tier 1 support group

NETWORK SUPPORT ENGINEER

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

April 2006 to May 2008 (25 Months)

Duties and Responsibilities:

  • Provide support to global customers through real time messaging, email and phone and remote access troubleshooting efforts.
  • Handles deployment of Java application to production and test servers.
  • Maintain and troubleshoots servers and applications issues.
  • Proactively monitoring the business infrastructures through Nagios, MON, Cacti, MRTG and real-time alerts.
  • Direct hands-on experienced in Bea Weblogic, Toad for Oracle, WinCVS, Java Eclipse, VMWare, SunXVM’s Virtual Box, PC Anywhere, Radmin, and VNC and RT (Request Tracker) .
  • Handles OpenSource Projects under different OS distributions.
  • Monitors Network, Hardware and Software Issues via Network Monitoring Tool

I.T. Cloud Support Administrator

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

September 2019 to January 2022 (27 Months)

Duties and Responsibilities:

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

I.T. Service Desk Analyst

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

February 2022 to November 2023 (20 Months)

Duties and Responsibilities:

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices.

I.T. Cloud Support Administrator

Industry:

Computer / Information Technology (Software)

Employment Period:

September 2019 to January 2022 (27 Months)

Duties and Responsibilities:

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

I.T. Service Desk Analyst

Industry:

Computer / Information Technology (Software)

Employment Period:

February 2022 to November 2023 (20 Months)

Duties and Responsibilities:

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices

IT Helpdesk Support

Industry:

Call Center / IT-Enabled Services / BPO

Employment Period:

January 2024 to May 2025 (15 Months)

Duties and Responsibilities:

• 2nd Level information systems services problem resolution: problem definition, research, and resolution. • E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection issues, spam, etc. • Proficient in Active Directory / Windows Terminal Service • Strong in Vmware / Hypervisor • Good Knowledge of Office 365 / Cloud solution • Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 & 11, Windows 2012/16/19 • Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring, RMM • Windows 2012/2016 Exchange 2016 • TCP/IP protocol, firewall, security, and firewall and troubleshooting • Perform network audit reports • Contribute to Research and Development projects • Able to manage Disaster recovery for clients (AD, FileServer, etc.)

Education History

Field of Study:

Engineering (Electrical/Electronic)

Major:

Electronics and Communications Engineering

Graduation Date:

April 1, 2005

Located In:

Philippines

License and Certification: :

N/A

Skills

ADVANCED ★★★

    Customer Service

INTERMEDIATE ★★

    Technical Support

Work at Home Capabilities:

  • Internet Bandwidth: 25 Mbps
  • Working Environment: Private Room
  • Speed Test Result: Download: 5.17, Upload: 27.81
  • Internet Type: Fiber
  • Hardware Type: Laptop
  • Brand Name: ACER (Aspire A315)
  • Processor: Aspire A315
  • Operating System: Windows 10

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

**Please note that hourly rates are linked to the exchange rate and fluctuate slightly from month to month.