Ednicol Macalatan

• Manage incidents and requests according to End User Computing SLAs, hardware and software break fix, installations and changes, new systems configurations and deployments.
• Work on assigned initiatives to raise operational excellence, proactive problem-solving, software and hardware upgrades.
• Work on tasks for ongoing projects, EUC initiatives for new technologies deployments, initiate process improvements to minimize waste and bring efficiencies.
• Liaise with colleagues, internal customers to ensure collaboration and engagement in project implementations and day to day operational requirements.

Working on complex support issues where analysis of situations or data requires in-depth technical knowledge.

Troubleshoot and take ownership of issues, resolve, test and document resolution.

Customer interaction, timely responses and resolution communication.

Working with consultants and engineers in resolving, and documenting solutions within our knowledge base.

Development of technical documentation for training, software/hardware use, user procedures, and as-required project deliverables.

Maintain a high degree of customer service for all support queries and adhere to all service management principles including escalations when necessary.

Responsibilities may require evening and weekend work in response to needs of the systems being supported.

Perform in-depth troubleshooting including remote sessions, reading system dumps and going through the product code level to identify and solve complex support issues that were escalated by the other support levels

Work with customers to communicate effectively with them and resolve service tickets as they are assigned

Write technical notes and troubleshooting procedures to be used by the entire support organization

Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.

Provide advanced support on desktop application deployment, network connectivity, printing and any other hardware and software issues,

Utilize Active Directory Management for access permissions to computers, printers and servers.

Serve as primary initial responder within the Network Operations Center in identifying, troubleshooting, and resolving network problems.

Monitor NMS for faults and alerts, as well as enhancement/refinement of NMS to provide more insight into production.

Provide technical support for Telecom transport services, Fiber, and Ethernet facilities.

Provide a single point of interface to internal and external clients on issues pertaining to our MPLS, Internet, VoIP, and other Managed Services

Provide 2nd/3rd level end user desktop support, identifying root cause and deliver solutions to correct problems.

Perform software distribution and patch management to Windows PC\s, laptops, and servers.

Use VB scripting to create automation improvements to support end user desktops including monitoring, patching, application installation and upgrades

Work independently and prioritize work efforts, multi-task in a very fast-paced environment, provide timely and clear updates, and communicate and document solutions for 2nd and 1st level support.

Perform user, system and support requirements gathering and performing analysis to provide design and architectural recommendations

Create and maintain systems documentation for testing and validation