Professional Experience

Windows Unix Administrator

May-2023 To May-2024

Information Professional Incorporated

• Handle complex incidents: Manage highly complex incidents and problem tickets, including OS provisioning, configuration, and completion of requests from local and onshore users. Collaborate with Design and Project teams to assess whether projects/requests require a Standard Stack, New Architecture, or New Design.
• Vulnerability remediation: Perform vulnerability remediation for all Windows Servers running on Azure and VMware, including both automated and manual installation of Microsoft updates for Windows Server 2012/2016 and 2019 in an enterprise environment.
• Change management: Prepare change request forms and communicate with application, management teams, and stakeholders to seek approval for system changes. Implement these changes to Windows servers in development, QA, and production environments according to approved timing windows.
• User support: Address user requests, queries, and inquiries through the ticketing system, phone, or email. Log detailed case tickets, categorize them by priority and severity, and document troubleshooting steps until resolution is achieved before closing the ticket.

IT Helpdesk

Nov-2022 To Apr-2023

Sourcefit Philippines

• Acted as an escalation point for the Service Desk, conducting remote troubleshooting and guiding customers through problem-solving processes while documenting events and resolutions in the ticketing system.
• Remediated and resolved network and server issues remotely, providing accurate information on IT products and services.
• Managed client tickets, utilizing team resources to ensure client satisfaction and achieve ticket metrics.
• Represented the company professionally to customers, prospects, and outside vendor partners.
• Maintained a commitment to core values, focusing on a process-oriented approach and attention to detail.

Senior System and Network Administrator

Jul-2021 To Oct-2022

TechnoglobalTeam

• Managed Service Desk call queue, providing 24/7 support via Cisco Finesse, including ticket escalation for emergencies requiring onsite presence or escalation to Australian staff.
• Reviewed RMM alerts for issues such as drive space, outages, and network failures, ensuring proper change requests are submitted to the Change Advisory Board for approval.
• Conducted overnight backup checks to verify successful completion and data capture for clients, as well as performed out-of-hours updates on Windows Servers, Citrix, network firmware, and security patching to minimize disruption.
• Facilitated remote deployments and client onboarding projects outside of regular hours to reduce client impact while ensuring timely completion.
• Assisted in presales activities by building a Bill of Materials and Scope of Works, ensuring suitability and comprehensive capture of solutions in the service calculator while also working to automate processes for enhanced efficiency.

Senior Systems Administrator

Apr-2012 To Aug-2020

ATOS Information Technology Philippines (XBS Disposition Subsidiary Phils.)

• Provided primary and secondary administration for tools managing Disney’s Global Network Infrastructure, supporting network engineers and application teams through Windows and Linux server administration and hardware support.
• Managed installation, configuration, and patching of remote server systems and peripherals, while planning and executing approved software and hardware maintenance.
• Responded to proactive alerts, tracking and resolving server and network issues promptly, providing remote technical support in an enterprise environment.
• Handled on-call shifts to address server alerts, incidents, and requests, ensuring timely resolution of issues.
• Planned and implemented vulnerability remediation by installing patch updates for Windows Servers and RedHat Linux, and maintained accurate records of incidents, requests, and changes in ServiceNow.

Infrastructure Technology Analyst

Jun-2010 To Apr-2012

Citibank N.A.

• Planned, installed, and maintained Windows server systems while coordinating with vendors for OS and hardware issue resolution and proactive patching.
• Participated in the selection, analysis, and modification of vendor-supplied systems, adapting new systems to the operating environment.
• Conducted system performance monitoring and tuning, providing technical support and developing procedures and standards in line with data processing operations and audit guidelines.
• Assisted in evaluating, recommending, acquiring, and installing new hardware or upgrades, staying current on hardware and software developments.
• Acted as a technical advisor for systems projects, coordinating team activities and responsible for recovering the APPC system environment during scheduled COB drills and actual events.

Windows Administrator

Aug-2009 To Jan-2010

OSRP, LLC

• Conducted routine audits of systems and software, including email, Active Directory, patches, and backups, while applying OS updates, patches, and configuration changes.
• Installed and reconfigured new hardware and software releases, upgraded systems, and resolved software-related problems.
• Managed system backup and recovery processes, maintaining data integrity through monitoring and configuration oversight.
• Implemented security and system policies, ensuring DNS, DHCP, and Active Directory functionality while documenting system configurations and processes.
• Monitored server performance, provided reports on system usage and capacity, resolved user-related issues from Helpdesk, and created or updated documentation and standard procedures for Service Desk personnel.

First-line Support Analyst

Jul-2008 To Aug-2009

Strategic Back-Office Solutions Philippines

• Provided technical support and system administration for technologies including Active Directory, MS Windows Server, Linux CentOS, MS Office Suite, MS Exchange Server, MS SQL Server, MS SharePoint Server, Citrix, and Cisco networking technologies.
• Addressed support queries via phone, email, and Service Desk applications, maintaining high customer service standards and adhering to service management principles.
• Took ownership of customer issues, proactively resolving hardware and software problems and escalating complex calls to appropriate IS team members.
• Ensured all incidents were logged in the Service Desk application and maintained service components as per Service Level Agreements (SLAs).
• Collaborated with internal teams and external suppliers to ensure efficient service delivery while contributing to the continual improvement of ITSM processes and compliance with corporate policies.

Project Engineer

Jul-2006 To Aug-2008

Integrated Computer Systems, Inc

• Engaged in technical support and systems administration tasks, including Documentum migration, application system upgrades, installer packaging, script updates, and online portal administration.
• Diagnosed, isolated, and repaired computer-related issues, coordinating with vendors for hardware pull-outs and turnovers to ensure effective resolutions.
• Recommended and implemented changes to systems, including hardware/software upgrades, patch file installations, device driver management, and hardware/software reconfigurations.
• Provided training to users, simplifying technical concepts for non-technical individuals to enhance their comfort and efficiency with IT software and equipment.
• Maintained and updated the Incident Call Tracking Module, ensuring accurate documentation of assignments and communicating critical situations with relevant teams and end-users.