John Bonafart Joaquin

• Responsible for the overall IT Infrastructure operation (Systems, databases and storage), planning, design and implementation.
• Provides end-to-end support on IT infra., new project implementation and POCs related to server systems, databases and storage covering multiple sites/branches.
• Responsible in capacity planning exercise and heads the change management committee in ensuring all changes in the overall infrastructure, application and network are controlled and documented.
• Manages and responsible for vendor SLAs, hardware warranty, vendor coordination, procurement, product analysis, selection and recommendation.
• Conduct studies and make recommendations of new emerging technology in the market that are aligned with the IT strategy and business goals.
• Manage and administers server hardware such as HP Blade systems and Proliant servers and Enterprise SAN Storage systems HPE 3PAR and EVA.
• Manage and administers server software (Microsoft Active Directory, DNS, DHCP, Exchange, Enterprise Vault Email archiving, System Center SCCM/SCOM, Windows File Clustering, SQL clustering, VMware vSphere/vCenter virtualization, Blackberry enterprise server, RHEL and Oracle Ent. Linux OS).
• Manage and administers Enterprise class database solution such as Oracle 11g, 12c, Oracle RAC and Microsoft SQL Server.
• Manage and administers system/data backup and recovery for both physical and virtual environments.
• Work with Information Security team for enforcing security baselines, security hardening and addressing identified vulnerabilities.

• Provides day-to-day support on computers, printers, voice and data network, email and mobile messaging (Blackberry and iPhone) as well as providing remote support to offices in US, Hongkong, and Kuala Lumpur.
• Setup site-to-site and client-to-setup VPN to remote offices and mobile users and other methods of remote access.
• Administer user system logins, permissions and security(domain, email, file shares, citrix xenapp and blackberry).
• Manages and responsible for vendor SLAs, hardware warranty, vendor coordination, procurement, product analysis, selection and recommendation.
• Conduct IT risk analysis and make recommendations to the business to mitigate the identified risks.
• Provides application support for Microsoft Dynamics Great Plains (GP), FRX and Advent Portfolio management APX (Application administration, database and OS level support)
• Prepare ISMS (Information Security Management Systems) documents and submit to the business heads for approval prior to implementation.
• Performs Bi-annual internal IT Audit and performs a monthly IT security review for hardening and health checking of the current infrastructure.
• Conduct studies and make recommendations of new emerging technology in the market that are aligned with the IT strategy and business goals.
• Handles vendor co-ordination for our 3rd party applications such as Pertrac, Bloomberg, Zawya and other third-party licensed application required by the users.
• Managing servers (HP Blades and proliant servers), routers, switches, printers, computers (desktops and laptops) & VoIP phones installation. Backup and restoring user data, sql databases and exchange emails using CA Arcserve Backup and Symantec Backup Exec 2010.
• Responsible for applying security policies on the whole enterprise such as GPO, critical windows security patches and updates roll-out and anti-virus updates (Symantec EndPoint Protection) and other security appliances such as ISA Firewall and Barracuda Spam Firewall.

Provide IT solutions and support in different domains in IT infrastructure to all our clients within UAE.
Assigned Project:
Resident IT engineer to Dubai Group (Member of Dubai Holdings) and all its entities (Dubai Investment Group, Dubai Financial Group, Dubai Capital Group, Dubai Islamic Investment Group, Dubai Insurance Group and Dubai First) - Dec. 1, 2007 to May 31, 2009 then Sep. 2009 up to present.
Resident IT Systems Engineer to GoodYear M.E - June 1, 2009 to Sep. 2009.
Provides day-to-day support on computers, printers, voice and data network, email and mobile messaging (Blackberry and iPhone) as well as providing remote support to offices in US, Hongkong, and Kuala Lumpur.
Administer user system accesses (domain, email, file shares, citrix xenapp and blackberry).
Manages and responsible for vendor SLAs, hardware warranty, vendor coordination, procurement, product analysis, selection and recommendation.
Handles vendor co-ordination for our 3rd party applications such as Pertrac, Bloomberg, Zawya and other third-party licensed application required by the users.
Managing servers (HP Blades and proliant servers), routers, switches, printers, computers (desktops and laptops) & VoIP phones installation. Backup and restoring user data, sql databases and exchange emails using CA Arcserve Backup and Symantec Backup Exec 2010.
Responsible for applying security policies on the whole enterprise such as GPO, critical windows security patches and updates roll-out and anti-virus updates (Symantec EndPoint Protection) and other security appliances such as ISA Firewall and Barracuda Spam Firewall.

Provides support to our agents (Echostar Dish Network CSR). Primarily responsible for application troubleshooting and escalating/coordinating center wide issues. Manage and maintain applications user accesses. Formulates and document all processes for system supports. Translates end-users view to technical view to meet our clients’ standard to better serve our users. Perform application testing/UAT on every software updates and escalate all discovered issues for immediate resolution.

Coordinate with our U.S based I.T during troubleshooting and corporate software updates.

Conduct Basic I.T troubleshooting training for newly hired CSRs.

Perform helpdesk and technical support engineer functions as secondary role. Answer all users’ complaint and resolve the issue through phone if possible. Logs all user technical issue and create service request tickets and assign to the right specialist/Subject Matter Experts to work on the issue. Ensures that all assigned tickets are resolved before the given SLAs.

• Mainly handling HP 9000 L, N, K460 & K420 class HP-UX servers. Ensures the availability of the system for the end user. Managing all the corporate applications running in the system such as CRM application (Peoplesoft Vantive), Oracle applications and BSCS billing system. Managing systems backup and recovery. Responsible for troubleshooting/installation of hardware and software within the system and communicate with vendors for hardware requirements. Configuring kernel parameters to optimize server performance and for application requirements. Manage and maintain accesses for the end-users and disk capacity planning. Maintain production DBs in cluster/mirrored setup with the use of MC Service Guard.

• Knowledgeable also in handling Solaris unix environment. With knowledge in Posix/shell scripting and HTML, Windows 2003 DHCP, DNS and Active directory. With knowledge in LAN and WLAN installation, troubleshooting and network cabling.

• Manage security on O.S, database and application level. Implements security as per company standard. Ensures that only required access is given to users and enforce security policies on client workstations by means of group policy.

• Provides support for billing operations. Performs execution and monitoring of all billing processes. Performs billing process troubleshooting for data error prevention. Managing billing processes under HP-UX environment.

• Handling ORACLE & MS SQL rdbms server. Managing Oracle database in unix environment such as HP-UX and Solaris.

• Ensures that corporate applications and databases (production and test) are available for the end-users. Managing database creation, backup, restore, tunings, security, DB server installation, database replication and capacity planning. Supports application developers for software or process updates and implementation.

• Network (LAN) installation (Structure cabling), planning & troubleshooting.