John Roger Manalo

• Provide day-to-day IT support to all users and resolve technical issues related to hardware, software and network systems.
• Manage access rights and privileges for email users, Active Directory, NAS Synology, VPN, MDM, user provisioning, password resets, account deactivation, and more.
• Perform routine maintenance tasks such as system updates, patches, and security scans, and assist with hardware upgrades or replacements to ensure optimal performance.
• Manage and support Huawei Network Firewall, Switches, Access Points and VPN connectivity.
• Set up and configure computers/laptops, Yeastar Telephony System, printers and other peripherals for users. This includes installing software applications and drivers, ensuring proper connectivity and functionality.
• Ensure that all network-systems are functioning, systems includes Windows Servers, Core and Access Layer Switches, CCTV, Biometric Systems and other related network systems.
• Maintain accurate records of all IT assets owned by the organization and participate in the proper disposal and decommissioning of IT assets in accordance with organizational policies.
• Negotiate with IT vendors, prepare and issue purchase orders for IT products and services, and ensure accuracy, compliance with procurement policies and procedures.
• Participate with other members of IT team in IT projects such as network redesigns, migrations and infrastructure upgrades, providing technical expertise and guidance.
• Collaborates from time to time with other duties assigned by the IT Head as needed.

• Responsible in day-to-day operations of IT systems and ensures the secure and effective operation of all computer systems, related applications, hardware, and software used.
• Manage user accounts for onboarding and offboarding support including OKTA, Workday, Workplace and Access Control.
• Creating user email accounts, adding, redistribution and tracking of licenses in O365/Active Directory, Monitoring email security gateway using Mimecast, reporting incidents to escalation points, liaise with vendor support for critical issues
• Responsible in maintenance and managing of global network, VPN client users, Antivirus, firewall, access points and NAS Storage system/Network Shared Files.
• Install, upgrade, patch and troubleshoot all Devices and Applications under IT infrastructure.
• Monitors and maintains the use of company’s Printers MFPs (under contract) and escalate any fault noticed to the vendor support team.
• Support for online insurance portals of Insurance Companies.
• Tracking hardware and software inventory.

• Responsible in the Software Implementation of Maliatec products that includes Digital Signage (i.e. Beabloo, Onlinet, Queue Management System, etc.) and Mobile Solutions (i.e. Inspection Management System, Van Sales, Warehouse/Asset Management Systems, SOTI MobiControl, etc.)
• Working with Yellowfin BI tool for reports and dashboards.
• Provide Technical Support to Honeywell Mobile Devices/Printers, Digital Signage Kiosk and Devices.
• Perform business Requirements Analysis, Software Configurations, Training, and Go-live Support.
• Personally, provide technical support services to ensure all our products/services is running at optimal performance.
• Assures that software and firmware is at current revision levels. Works with Software Team in Maliatec Lebanon to request and schedule upgrades or any additional client requirements.
• Perform customer follow‐up to verify final resolution and determine satisfaction level.
• Function as the customer’s single point‐of‐contact for problem identification and resolution for issues that have been escalated.

• Responsible in the Software Implementation and support of e-tenant system, clients mainly like Emaar and Majid Al Futtaim.
• Analyze all POS platforms and understand the business process of all stores under Majid Al Futtaim shopping malls; Test that the integration is functioning, troubleshoot if there are issues.
• Work with the Implementation Team on escalations, critical internal and external issues.
• Working with Web services, configure IIS Application Request Routing (ARR).
• Working within a TCP/IP network environment, including DHCP, DNS and ethernet.
• Regular visit for the stores to make sure everything is working
• Troubleshoot system and network problems, diagnosing software faults.
• Part of the XML programming team in capturing data output.
• Follow up with Mall Tenants to ensure their IT systems are fully functional after software implementation.

• Implementation/Installation of POS Systems (Microsoft AX Retail,
Retail Pro System, ICG and Pixel Point) in over 100 Stores (Retail
and Food and Beverage).
• Taking responsibility for incidents through Helpdesk tickets and
providing solutions.
• Analyze, install and configure Point of Sale (POS)/Computer
System; including cables, printers, personal Access, electronic
mail, Microsoft Processing, operating system, other appropriate
Software and Hardware to ensure all Retail Outlet End Users
requirements are met.
• Review, monitor and upgrade existing POS workstations to
ensure successful maintenance.
• Provide IT assistance and instructions concerning the use of
computer equipment, Software and manuals to make sure the
instructions are delivered on time and accurately.
• Perform routine tasks to maintain computer equipment, their
peripherals and data backups to ensure proper compliance.
• Maintain and monitor IT Assets through Oracle System.
• Respond to users’ calls and inquiries via email, phone calls to
ensure successful customer service.
• Visit Retail stores where necessary to resolve technical issues.

• Ensure effective technical support for hardware maintenance of
Windows Mobile / PDA and Honeywell Scanners.
• Troubleshooting and Repair of Mobile Computers, Barcode
Scanners and Label/Mobile Printers.
• Provide Technical Support to Emirates Transguard’s Transtrack
End user (Cash Management System).
• Provide Training regarding Windows Mobile and Front office
applications such as Delivery Management System
• Resolving support tickets in a fast and professional manner and
comply to agreed Service Level Agreements (SLA’s)
• Implementation of Point of Sale Project developed by OPUS
Solutions with 3rd-party software such as OPOS and RM6000
(Retail Management Systems)
• Responsible in Van Sales Software (Mobile Sales and Delivery
Management System Integrated with Microsoft Great Plains)
implementation for both Front Office and Back Office.
• Software testing, bug tracing and other failures; provide reports.