Senior Technical Support at OpenText Philippines, Inc. (2024-02 – Present)
- Mainly supports Webroot Antivirus and Enterprise Endpoint Applications, focusing on Windows Operating Systems, and Macbook Computers for consumer customers. Windows Servers for Enterprise Endpoint business customers
- Outbound calls and remote support with advanced troubleshooting techniques providing world-class escalation support to both B2C and B2B customers worldwide
- Utilizing VirusTotal and Malpedia for malware and threat research purposes
- Malware hunting, threat removal and full remediation of Windows and Mac computers in accordance to the investigation through log reading, with the help of event-logs being gathered through our log-gathering tool created for Webroot applications
- Utilized Procexp and Autoruns to fully remediate the computer as part of our malware threat removal
- Continuous contribution to the improvement of the processes for both product and technical support
- Utilized Postman HTTP Api application for monitoring of any Webroot-related subscription issues and communications between the Cloud and the End-User Applications
- Mentoring both Tier 1 and Tier 2 technical support teams
- Continuous collaboration with the managers for any high-priority cases
- Documentation and reporting of any significant defects as part of continuous product development
Information Technology Infrastructure Engineer at Tambunting Pawnshop (2023-01 – 2024-01)
- Building, testing, and maintenance of Linux servers for the developers to use
- Linux servers patching and monitoring
- Data Backup monitoring
- Tracking of the progression of new projects
- Participate in meetings for innovating the current IT Infrastructure
- Recommends plans to innovate and automate the current IT processes
- Mentors new IT Tech Support teams on their process on how to troubleshoot IT-related issues
- Recommend processes on the integration of Data Privacy (RA 10173 and 10175) on the process of acquiring data from the clients
Information Technology Coordinator, Administrative Support and Data Protection Officer at NovoCrew (2021-09 – 2022-10)
- Spearheaded the application for Data Privacy Compliance in coordination with the National Privacy Commission
- Monitoring of the cyber activity and keeping the anti malware tools active in search for any malicious cyber activities or malware that can cause data breach and disrupt the company's daily operations
- Maintaining cybersecurity awareness in accordance with the company's data privacy handbook
- Primary contact point for IT Support on: Hardware and Software Troubleshooting, Microsoft 365, Outlook, Teams, and Azure Cloud-Based applications
- Primary application support for Total-Crewing Management System that runs on Ruby on Rails
- Coordination with vendors for IT Infrastructure
- Inventory Management on IT Assets
- Network and Systems Administration on small-scale infrastructure
- Primary focal contact for both Manila and Brunei offices
Associate Software Engineer at Accenture Philippines (2019-05 – 2020-05)
- Primary Support for the client's Data Lake infrastructure
- Handled troubleshooting and closing tickets such as: high-priority incident tickets, change order tickets and problem tickets
- Handled batch jobs/process management and scheduling
- Configuration management and release
- Systems patching and server maintenance Projects Handled Data Lake – Application Management Support
Associate Technical Consultant at SAS Institute Philippines (2017-07 – 2018-11)
- Installation and Configuration of SAS 9.4 Products via Windows Operating Systems or Linux Servers via on-site offshore and remote service; SAS 9.4
- Platform Administration on Windows Servers via remote service
- Installation, configuration, and documentation of SAS Viya on Linux Servers via remote service
- Hand-over of documents and conduct knowledge-transfer to the clients
