Ronald Encarnacion

• Monitor and maintain all computer systems and networks
• Managing Servers, Office 365 administration including setting up new users' accounts and permissions
• Monitor, manage and troubleshooting of Fortinet Routers, access points and Fortigate Firewall.
• Install and configures servers, computer hardware, operating systems and applications
• Maintain the integrity of company data by ensuring systems are monitored effectively and securely
• Monitor and maintain backup and recovery including carrying out logging and sampling of all system backups using NetBackup and Veeam.
• Implement and manage disaster recovery and carries out periodic testing
• Monitor and manage software licensing and ensures timely renewal
• Carries out routine maintenance of systems and applications
• Manage and Troubleshooting of Windows Servers and Clients
• Manage domain controller and active directory
• Provide first and second level support to users
• Troubleshoot system, VIOP and network issues
• Diagnose and solve hardware and software faults
• Provide remote support to users if and when required
• Manage router, switch and wireless router
• Manage IPSec and Site to site VPN
• Providing technical support to 20 remote sites
• Troubleshoot and managing the ERP system
• Managing Printer Server and Anti-Virus Server

• Conducting follow up calls for the status and ensuring that the customer is happy and satisfied.
• Gathering and consolidating feedbacks, comments and suggestions for reference to improve the quality of services we are providing.
• Uncollected completed RMA requires continuous follow up with proper documentations, if still not collected despite constant reminder to the customer; this issue should be escalated to the Management for decisions to be taken for the next course of action.
• For RMA that needs Courier Services, the proper procedures should be strictly followed. Only products under RMA should be taken care of whenever dealing with courier personnel.
• Ensuring that all RMA’s are completed and rectified within the turnaround period.
• Ensuring that the goods are working properly, tested accordingly, problems are rectified and all necessary documents are accomplished.
• Update all data of Sales, Incoming and outgoing RMA on CRM System

• Responsible for the installation, operation, and maintenance of computer systems and other technologies, such as communication systems.
• Configuring hardware and software, setting up peripherals such as printers or routers, repairing equipment, and providing daily support for computer network users.
• Also responsible to work in other technological specialties, such as Web design and Internet security.
• Ability to work independently and on tight deadlines.
• Collaborate with shipping department and ensure efficient flow of all shipments and manage inventory of all products on monthly and annual basis.
• Identify and deliver various raw materials for production and perform quality checks according to company policies and procedures.
• Maintain log of all records and update all requisitions to ensure efficient cost transfers using call logging system.
• Assist to maintain stock at appropriate location in warehouse and rotate stock to remove all old stock. Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
• Maintain the IT Asset Management System ensuring that all assets are recorded and updated/removed when required.
• Provide general administrative support to the IT Support Team and Director of Learning Technologies.
• Provide email support for parent queries relating to The School Portal and general IT access.
• Conduct a daily IT checklist for each individual site in order to proactively prevent regular or common faults.

Health & Safety compliance in accordance with company policy.
• Manage inventory accuracy through monitoring of daily
warehouse activities, cycle counts, stock takes and audit of
same to verify results.
• Provide leadership by establishing clear expectations and
demonstrating high standards of work practices and safety
conscious behavior.
• Establish, maintain and promote high standards of
customer service.
• Ensure compliance with OHS procedures and practices.
• Supervision of all staff under your direct or indirect control.
• Administration duties as required to ensure daily KPI
performance is achieved.
• Train and monitor staff in standard operating procedures
(SOPs) and safe work practices, including new employee
inductions and tool box talks.

• Answer and log incoming IT support calls into the IT Management System and “Fix on First Call” over the phone or remotely if possible.
• Manage all incoming IT support emails into the IT Management System and direct to the necessary support queue, escalating requests to the appropriate party, as needed.
• Manage all other incoming support emails and distribute to other departments as necessary (e.g. Software Development Team, Maintenance).
• When an urgent support request is made for a site (that at the time does not have the local IT Support Specialist present) arrange for the Mobile IT Support Specialist to visit the site to resolve the issue.
• Monitor the call logging system to ensure that all requests for support from each site are met and responded to in an efficient and effective manner.
• In conjunction with the Senior IT Manager, monitor high impact issues to ensure all relevant staff are deployed effectively.
• Ensure relevant IT support staff are made aware of the current support issues via agreed communication procedures.
• Monitor, manage and troubleshooting of Fortinet Routers, access points and Fortigate Firewall.
• Maintain the integrity of company data by ensuring systems are monitored effectively and securely